商务交际英语(1)开放专科复习范围2011.12
电大4015《商务交际英语(1)》开放大学期末考试试题2019年7月(含答案)
Secondly, all the directors agreed to hold a press conference for the company next month.
by students between 10 and 12 years old. The bank is open for one hour two days a week. Students can put their money into the bank and withdraw it as they wish. Officials from a local bank helped the students start the bank. They trained twenty-three of them to do all the different kinds of bank jobs, from counting money to guarding the bank. The students needed money to start the bank. They raised more than $ 2,000 by selling 50-dollar shares in the bank to parents, teachers, the local bank workers, and customers.
2015秋-开放专科-商务交际英语(2)-复习指导
国家开放大学开放教育英语专业（商务方向）（专科）省管课程期末复习指导商务交际英语（2）（2015秋学期）广东开放大学赵翠芳编写一、课程说明《商务交际英语（2）》是中央广播电视大学开放教育试点英语专业（商务方向）（专科）的限选课，4学分。
本课程承接“商务交际英语（1）”，采用的教材是《商务交际英语（下）》(English & Communication for Colleges)，由美国的Carol Henson和Thomas L. Means原著，国家开放大学外语部的杨启宁、崔松老师改编，中央广播电视大学出版社出版，2004年8月第1版。
二、考试说明本课程的考核采取两种形式：形成性考核和终结性考核。
课程总成绩以百分制计，形成性考核占30%，终结性考核占70%。
1. 形成性考核：满分100分，占课程总成绩的30%。
形成性考核是对学生学习过程和阶段性学习效果的综合评价，包括学生参与各项学习活动的情况以及阶段性的学习进展情况。
本课程的形成性考核内容和方式按照《形成性考核册》的具体要求执行。
2. 课程终结考试形式为笔试，开卷，以测试读、写技能为主，考试内容包括课程中有关的商务知识及技能运用。
由广东开放大学统一命题，在同一时间全省电大统一考试，考试时间为90分钟。
试卷分为六部分，卷面分值为100分：第一、二、三部分为基础知识，题型分别为选择题、判断题和简答题，共占30分，主要考查学生对商务交际英语基础知识的掌握；第四部分为阅读理解题，占20分，主要考查学生的阅读能力；第五部分为翻译，占20分，主要考察学生翻译商务英语的能力；第六部分为写作，占30分，主要考查学生用不同商务文体进行英语写作的能力。
本课程考试的命题原则是：根据教材所涵盖的有关题目以及与教材难度相当的语言材料命题，涉及教材的内容不少于60%。
三、复习要点本课程学习内容共有6章。
在教学中，对教学内容分为了解、理解与掌握等三个层次要求。
属于了解层次的，考试时所占份量较轻；属于理解与掌握的内容是考试的重点，在学习中要深入理解、重点掌握。
中央广播电视大学2004—2005第一学期开放专科期末考试英语专业商务交际英语(1)试题
中央广播电视大学2004—2005第一学期开放专科期末考试英语专业商务交际英语(1)试题试卷代号：2139中央广播电视大学2004—2005学年度第一学期“开放专科”期末考试英语专业商务交际英语(1) 试题I . MULTIPLE CHOICE (10 小题,每小题1分,共10分)Choose the letter indicating the best choice to complete each sentence or answer each question:1. Which of the fo[lowing is a purpose of communication'?.A. To establish and build goodwill.B. To build self-esteem.C. To persuade.D. All of the above describe a purpose of communication2. A key to receiving honest feedback isA. the attitude of the receiverB. the message's environmentC. the sender' attitudeD. effective listening3. What is the first step lo working effectively with people from different cultures?A. Teach them as much as you can about your culture.B. Learn to speak their language.C. Recognize and accept the differences between cultures.D. Pretend not to notice any differences.4. Communicating effectively with people of diverse backgrounds is bothA. challenging and rewardingB. difficult and frustratingC. complicated and unsatisfyingD. simple and uncomplicated5. Which of the following sentences contains all of the five W's?A. The Board of Directors will hold a meeting at company headquarters on March 9, 2001, to approve the revised employee policy manual.B. New employees should report at 8..30 a.m. on Monday, October 6, for an orientation session.C. Committee volunteers will meet in conference room C on Thursday at 2:30.D. Please join Chief of Staff Dr. Ar[yn Michaels at the 4~h floor nurses~ station for a tour of the new facility.6. An agenda isA. a purchase orderB. the order of business to be discussed during a meetingC. the list of decisions made during a meetingD. the order of announcements to be made at a meeting7. Which of the following letter parts is optional?A. datelineB. subject lineC. writer's nameD. salutation8. Which of the following twenty-first century?likely an accurate projectign for the workforceA. The workforee will have to be more mobile than ever before becausemarketplace.B. Continuing development of international workforce.global marketplacerequire development ofC. The technology required by the global marketplace will reduce the neea Ior a multieultural workforce.D. As nations become self-sufficient, international business will decrease, eliminating the need for a multinational workforce.9. Which of the following is based on data?A. Findings.B. Conclusions.C. Recommendations.D. Conclusions and recommendation.10. Which of the following would be a formal report?A. Memo report.B. Letter report.C. Short manuscript report.D. Long manuscript report.Ⅱ. TRUE / FALSE (10 小题,每小题1分,共10分)Write a T in the space provided if the statement is true. Write an F in the space if the statementis false. Your judgment should be based on your understanding of the course book.T/F__ 11. When using the I-attitude, the sender is showing concern for the receiver.__ 12. Integrated software will contain several types of software, and these programs can run at the same time.__ 13. A stereotype can get in the way of truly understanding an individual.__ 14. Maintaining steady eye contact with a person from an Asian culture is a good way to show that you are confident and that you really want to do business.__ 15. A receiver-oriented message contains mostly first-person pronouns, such as we and us.__ 16. A message organized in direct order includes the main idea followed by supporting information.__ 17. Hard copy is another term for electronically sent mail.__ 18. A memo heading is always in capital letters on plain stationery.__ 19. A multinational company not only does business in other countries but also maintains a multinational workforee.__ 20. Most business reports are written in formal report format.Ⅲ. CASE ANALYSIS (10 分)21. Rewrite the following short paragraph by identifying all errors and correcting them: Enclose is a certificate for 25 percent off you next purchase at Lee's. Presently, we are have a 33 percent off sale on computer and software. Come in, use your certificate, and take advantage for this opportunity.Ⅵ. READING COMPREHENSION (10 小题,每小题1分,共10分)Read the following two passages and answer the questions.Passage One:More than 65 percent of a company's business comes from current customers. Those customers are not easily replaced, so it is every company's job to keep its current customers satisfied even as it is trying to attract new customers. After all, some of those new customers will come because they hear about the store from current customers.In the fast-paced world of retail, customer loyalty is especially important. So manystores are selling the same products that retailers have to offer customers something more.That something more is their customer service. Discount coupons, valet parking (whereparking is a problem), and free gift wrapping are just some of the extras retailers now offer. Another important facet (方面)of customer service is handling customer complaints. Retailers should not think of complaints as a nuisance(麻烦事). They should see them as anexcellent opportunity for some free feedback, although it is true that a small percentage utcustomers do complain unjustly. But the vast majority of customers who complain are tellingretailers what they need to hear. For this reason, retailers should (1) listen carefully,(2)respond positively, (3) admit a mistake immediately, or if a mistake has not been made,explain the reason for the confusion, (4) ask customers what they would like done, and (5)comply with their requests. Good customer service is the surest way to stand out from all of he other retailers.22. Why are current customers important to retailers?A. They shop at the same place from habit.B. They provide at least two-thirds of a company's business.C. They bring their friends shopping with them.23. So many stores sell tile same products. How can one retailer stand out?A. With discount coupons.B. Through heavy advertising.C. With the quality of its customer service.24. How can retailers get free feedback?A. By increasing profits.B. By paying attention to complaints.C. By promoting holiday sales.25. Most customers who complain areA. doing it unjustlyB. just trying to get their money back.C. telling the retailer what he should know26. If a mistake has not been done, a retailer shouldA. offer a reason for the misunderstandingB. pretend it never happenedC. get an apology from the customerPassage Two:A formal written agreement, or contract, is invaluable to employers and employeesalike. Both benefit by having the terms of their association spelled out in advance. Spoken agreements are subject to misinterpretation. While written agreements do not guarantee identical interpretations, they can help provide legal protection for everyone involved. Most businesses have a standard contract; however, the terms of the contract may be negotiable. Changing a contract requires careful attention to the legal implications, and changes should always be noted in writing and initialed or signed by all parties. Original copies are generally retained by the employer.Contracts may list penalties(处罚)if the signed agreement is broken. With intellectual property, for example, many contracts stipulate(规定)that, while an employee works for a company, ideas developed by the employee belong to the company. If the employee tries to market his or her ideas independently, he or she risks a lawsuit(诉讼)and possibly a financial penalty to make up {or the company's presumed losses.Contractual disputes sometimes are settled by lawsuits, or they may be settled through arbitration(仲裁). In arbitration, a neutral third party investigates the disagreement. To avoid the expense of a lawsuit, many companies prefer arbitration. Contracts often contain clauses that speci[y how arbitration would take place. Both parties agree to accept the arbitrator's decision as binding.27. Written agreementsA. are not likely to be misinterpreted than oral onesB. assure that the employee and employer interpret everything identicallyC. provide legal protection [or both the employer and the employee28. Changes to a contractA. should be initialed or signed by the employerB. should be initialed or signed by the legal departmentC. should be initialed or signed by all parties to the agreement29. With intellectual property, companies often stipulate thatA. if a company employee develops a marketable idea, it belongs to the companyB. original ideas belong to the employee who thought them upC. no one can own an idea30. What happens if an employee markets his or her ideas independently?A. The company may sue for losses.B. The employee will be fired.C. The contract agreement must be rewritten.31. Who can be an arbitrator?A. A court-appointed attorney.B. A third party not involved in the dispute.C. A legal advisor hired by the employer.V. TRANSLATION (3 段短文，每段5分，共15分)32.Communication skills are especially important when you communicate with people of diversebackgrounds. In addition to just writing or speaking effectively, you need to add elements of sensitivity, understanding, and tolerance in your communication.33.The two most common internal documents--those written for use within an organization-- are memos and e-mai[ messages. The memo is a business document that has traditionally been the most common communication inside a company's walls. However, with the advent of Internet technology, electronically sent e-mail messages are quickly replacing the memo asthe communication of choice.34.The tone of a letter that contains a negative message should reflect a sincere concern for the receiver's interests. Your aim is to present the unfavorable news positively and in a manner the receiver will view as fair and, if possible, in the receiver's best interests.Ⅵ. WRITING (35分)35. According to the given facts, format a business envelope: (5 分)The sender: GUANGDONG PROVINCIAL FOODSTUFFS IMPORT &. EXPORT CORP.No. 101, Xinhua Road, New & Hi-Tech Industrial Development Zone, Jiangmen City, Guangdong, China, 529010Tel: 0852-0750-3345215Fax: 0852-0750-3345215The receiver:Prof. L. S, St. Clair, 71 South Perkins Ext& Memphis, TN, U. S. A. 38117-321136. Assume that you are Jane Scroggins, the manager of the word-processing department. Write a memo to your supervisor, Ms. Jaquette Stevenson, vice president of information systems, informing your selection of new word-processing software. You choose a popular, but powerful and most user-friendly software, which will cost just over $15, 000, approximately $ 3, 000 [ess than other world-processing packages (the budget allocated $20,000). You will have to buy a site license for your company so that everyone in the organization can legally use this package, which will improve your productivity greatly. You thank her for her help in getting you the fund for this improvement. (10 分)37. Write a letter according to the situation below, using the block format and open punctuation.Situation: Nancy White, the purchasing manager of Sunshine Manufacturing, writes to Charles Perilli, the Sales Consultant of Jacksonville Stationery, informing him that her company now needs printer paper for use with the five Printstar laser printers which have been purchased and will be delivered. She requests price quotes and the samples of the paper he may recommend and also encloses her company's standard quote form. His address is 30- 65 Paim Place, Jacksonville, Fl. 32201-7246. (20分)中央广播电视大学2004—2005学年度第一学期“开放专科”期末考试英语专业商务交际英语(1) 试题答案及评分标准(供参考)Ⅰ. MULTIPLE CHOICE (10 小题,每小题1分,共10分)Choose the letter of the best word or words to complete each sentence:1. D2. C3. C4. A5. A6. B7. B8. B9. A 10. DII. TRUE / FALSE (10 小题,每小题1分,共10分)Write a T in the space provided if the statement is true. Write an F in the space if the statementis false.11. F 12. T 13. T 14. F 15. F16. T 17. F 18. F 19. T 20. FⅢ. CASE ANALYSIS (10分)21. Rewrite the following short paragraph by identifying all errors and correcting them: Enclosed is a certificate for 25 percent off your next purchase at Lee~s. Presently, we are having a 33 percent off sale on computers and software. Come in, use your certificate, and take advantage of this opportunity.Ⅳ. READING COMPREHENSION (10 小题,每小题2分,共20分)Passage One: 22. B 23. C 24. B 25. C 26. APassage Two: 27. C 28. C 29. A 30. A 31. BV. TRANSLATION (3段短文，每段5分，共15分)32．在与来自不同文化背景的人进行交流时，交流技巧尤为重要。
商务交际英语(1)-国家开放大学电大易考通考试题目答案
商务交际英语（1）1、A receiver will react favorably to a message that contain positive news. Favorably means____.A. 风味B. 急切C. 好意地D. 粗鲁地正确答案：C2、Nonverbal symbols often accompany verbal symbols. Nonverbal symbols mean ____.A. 非动词符号B. 动词符号C. 非语言符号D. 语言符号正确答案：C3、When you receive a message ____ is accurate, easy to understand, you forma positive image of the receiver.A. whereB. whenC. thereD. that正确答案：D4、Revamp your message because it contains some errors. Revamp means____ here.A. 重新找回B. 派遣C. 改进D. 退回正确答案：C5、A claim is a message that requests a refund, an exchange, or a discount on merchandise or services. Discount means____.A. 计算B. 赊账C. 折扣D. 柜台正确答案：C6、Conditions outside the receiver and the sender that detract from the communication process are called external barriers. Examples include environmental factors such as lighting, heat, humidity, comfort, and noise. The appearance of a written document also may be an external barrier to communication. A document can create an external barrier if it is smudged; contains errors in content, spelling, or grammar; or is resented in an inappropriate format. You may become so distracted with the appearance of the document that you fail to comprehend its contents. Another external barrier to communication with an organization is a closed or authoritarian climate. In that environment, decisions and policies often are made and implemented by command. Consequently, workers may stop offering suggestions because they believe that making suggestions is useless. Conversely, in an open climate in which ideas and information are welcomed, communication flows easily. Workers believe that supervisors and managers are receptive to ideas, which facilitates communication. Many managers in progressive organizations realize the importance of maintaining open communication. They know that being sensitive to employees’ attitudes and ideas encourages creativity and growth.(1)、Conditions outside the receiver and the sender that detract from thecommunication process are called external barriers. Examples include environmental factors such as lighting, heat, humidity, comfort, and noise. The appearance of a written document also may be an external barrier to communication. A document can create an external barrier if it is smudged; contains errors in content, spelling, or grammar; or is resented in an inappropriate format. You may become so distracted with the appearance of the document that you fail to comprehend its contents. Another external barrier to communication with an organization is a closed or authoritarian climate. In that environment, decisions and policies often are made and implemented by command. Consequently, workers may stop offering suggestions because they believe that making suggestions is useless. Conversely, in an open climate in which ideas and information are welcomed, communication flows easily. Workers believe that supervisors and managers are receptive to ideas, which facilitates communication. Many managers in progressive organizations realize the importance of maintaining open communication. They know that being sensitive to employees’ attitudes and ideas encourages creativity and growth.正确答案：(2)、1. Examples of external barriers include environmental factors.A. 是B. 否正确答案：A(3)、2. A smudged document can create external barrier to communication.A. 是B. 否正确答案：A(4)、3. The appearance of a written document may be internal barrier to communication.A. 是B. 否正确答案：B(5)、4. In an open climate, decisions and policies often are made and implemented by order.A. 是B. 否正确答案：B(6)、5. A closed or authoritarian climate may create external barrier to communication within an organization.A. 是B. 否正确答案：A7、You may write an email to thank all the committee members who ___ the research and design of the new leave policy.A. contributed toB. consist ofC. congratulateD. communicate正确答案：A8、Ok sign has different meanings in different cultures.A. 是B. 否正确答案：A9、In effective messages with neutral, positive, or routine news, the main idea appears clearly and concisely in the first or second sentence.A. 是B. 否正确答案：A10、A formal report often contains preliminary parts ___ a title page, an executive summary, and a table of contents, as well as supplementary parts such as a bibliography and an appendix.A. for exampleB. suchC. such asD. /正确答案：C11、Receive feedback means ____ in Chinese.A. 拒绝反馈B. 接收反馈C. 书写反馈D. 改写反馈正确答案：B12、In _____, all lines begin at the left margin.A. block formatB. modified block formatC. simplified block formatD. simplified format正确答案：A13、____ is the oral version of e-mail and replaces answering machine.A. TeleconferenceB. VideoconferenceC. PagerD. Voicemail正确答案：D14、The parts of an email contain to line, from line, date line, subject line, body. Body here means____.A. 树干B. 枝干C. 身体D. 正文部分正确答案：D15、The closing paragraph contains important information or explanations about the main idea of the message.A. 是B. 否正确答案：B16、Subordinates mean ____ in Chinese.A. 地铁B. 上级主管C. 下属D. 同事正确答案：C17、Secondary research involves locate data that already has been gathered and reported.A. 是B. 否正确答案：B18、A company's annual report to stockholders or a report to a government agency is an example of a formal report.A. 是B. 否正确答案：A19、Subject line is a/an ___description of the main idea of the message.A. detailedB. importantC. briefD. meaningless正确答案：C20、Globalization means ____ in Chinese.A. 信息化B. 科技化C. 全球化D. 交际化正确答案：C21、Developmental paragraph can support the main idea by providing____ and____.A. opening remark, closing remarkB. topic sentence, opening remarkC. specific facts, detailsD. ending and examples正确答案：C22、Personal space means ____ in Chinese.A. 个人空间B. 外太空C. 虚拟空间D. 剩余空间正确答案：A23、Analytical reports present information, so they include very little analysis.A. 是B. 否正确答案：B24、The less English people understand, the more they rely ____ body language.A. toB. againstC. onD. from正确答案：C25、If the facts you need are not availably in books, magazines, or other sources, you may need to conduct primary research.A. 是B. 否正确答案：B26、Our _____ is located in Shanghai.A. headquartersB. headquarterC. quarterD. quake正确答案：A27、The symbols contained in a message can be ___ or ____.A. verbal, nonverbalB. oral, verbalC. written, nonverbalD. oral, electronic正确答案：A28、Internal documents also are 1 to advise, direct, or state policy. Employees write emails and memos 2 advise supervisors or coworkers 3 particular topics or procedures. For example, suppose the 4 of your department 5 requested your input on the changes in the new family leave policy. After 6 investigation, you send your supervisor a memo with recommended changes. Supervisors 7 use email and 8 to direct. For example, as a supervisor, you might write 9 email to direct the human resources department to draw up legal and 10 guidelines for the new leave policy. A. commonly B. an C. administrative D. memos E. used F. on G. to H. your I. has J. supervisor正确答案：--begin--29、Email is writing, sent, and received on a computer.A. 是B. 否正确答案：B30、Personal ethics derive from the person's upbringing. Derive from means____.A. removing fromB. returning fromC. coming fromD. protecting from正确答案：C31、____, email is being used instead of letters to send certain types of routine positive or neutral messages.A. IncreasinglyB. IncreasingC. IncreaseD. Increased正确答案：A32、When a manager communicates his or her recommendation to company officers, the communication is regarded as ___.A. lateral communicationB. downward communicationC. informal communicationD. upward communication正确答案：D33、Communication among peers—people of the same status--- is lateral communication. Lateral communication means _____.A. 下行交际B. 上行交际C. 平行交际D. 非正式交际正确答案：C34、Verbal symbols are words used in speaking and writing. Verbal symbols mean____.A. 动词符号B. 非动词符号C. 语言符号D. 非语言符号正确答案：C35、Communication among peers is called lateral communication. Peers means ____.A. outsidersB. communicatorsC. people of the same statusD. supervisors正确答案：C36、Most email software is compatible. Compatible means____.A. 公司的B. 组成的C. 竞争性的D. 兼容的正确答案：D37、Reference initials indicate ___ keyed a letter.A. toB. whoC. to whomD. to who正确答案：B38、Accommodating and benefiting from the diversity of employees and customers ____ one of the greatest challenges in the workplace today.A. beingB. areC. isD. was正确答案：C39、Jargon means____.A. 龙B. 乔治C. 行话D. 大写正确答案：C40、1. Communication is the process 1 to send and interpret messages so they are understood. When 2 with others, you do it so quickly and naturally3 you don’t realize a process is 4 used. In the business environment, that 5 is called business communication. Think about this question: is being an effective communication important to you? When responding 6 that question—7 you thought 8 your personal, academic, or 9 life—— the answer should have been “yes”. Being an 10 communicator should be important to everyone. A. that B. used C. being D. communicating E. professional F. effective G. process H. whether I. to J. About正确答案：--begin--41、What are the three paragraphs included in paragraph structure in business communication?A. Introduction paragraph, supporting paragraph, beginning paragraphB. Opening paragraph, developmental paragraph, closing paragraphC. Informal paragraph, formal paragraph, developmental paragraphD. Supporting paragraph, closing paragraph, informal paragraph.正确答案：B42、Globalization means____ in Chinese.A. 沟通化B. 全球化C. 复杂化D. 传播正确答案：B43、The population of the United States is becoming culturally diverse.A. 是B. 否正确答案：A44、Since you work in a diverse workplace, you need to be able to get along ____ many different kinds of people.A. toB. fromC. withD. against正确答案：C45、Companies usually place an order by using a form called a purchase order. Place an order means____.A. 放置命令B. 下达命令C. 排列顺序D. 下单正确答案：D46、Courteous words are passive, considerable and bias-free.A. 是B. 否正确答案：B47、A goodwill message can be an acknowledgment or a friendly message _____ to build relationships.A. designedB. designC. designingD. to design正确答案：A48、Proofreaders' marks are a type of shorthand for editors.A. 是B. 否正确答案：A49、Never patronize your client, the word patronize means____.A. talking down toB. respectingC. looking intoD. looking through正确答案：A50、To establish rapport, the messages with negative news should contain negative opening.A. 是B. 否正确答案：B51、External barrier means ____in Chinese.A. 外在障碍B. 内部障碍C. 语言障碍D. 文化障碍正确答案：A52、Most people want to do what their customers, coworkers, and employers expect ____ them.A. toB. againstC. ofD. as正确答案：C53、A smile is universal and means the same in any culture.A. 是B. 否正确答案：B54、All lines must begin at the ____ in block format.A. middleB. right marginC. left marginD. the above正确答案：C55、She has been transferred from company headquarters in Beijing, transfer means ____ here.A. 传播B. 指导C. 调动D. 透明正确答案：C56、Informal communication does not follow _____ .A. informal reportB. formal reportC. established lines of authorityD. lateral communication正确答案：C57、Most business reports are informal reports ___ have one of two purposes.A. whoB. fromC. thatD. when正确答案：C58、Secondary research involves gathering fresh , new data.A. 是B. 否正确答案：B59、A multinational company simply and solely sells products or purchases goods from another country.A. 是B. 否正确答案：B60、After you have analyzed the data, you may arrive at a conclusion, an opinion based on interpretation of data.A. 是B. 否正确答案：A61、The two most common internal documents—those written for use within an organization are _____.A. advise and informationB. memos and emailsC. requests and informationD. memos and policy正确答案：B62、The date line ____ the date when the letter was keyed.A. showingB. showC. showsD. being shown正确答案：C63、The closing of a message containing negative news should be courteous andhelpful. The purpose of the closing is to maintain or rebuild goodwill. After presenting or implying the negative news, change the emphasis and close on a positive tone. To maintain a positive tone, (1) do not mention or remind the receiver of the negative news again and (2) do not apologize because you cannot accommodate the receiver. If a mistake has not been made, an apology is not appropriate. If you did make a mistake, you owe the receiver an apology. However, place the apology in the middle paragraphs—not in the closing. The closing should have a sincere tone. Avoid overused closings such as “if you have any questions, please don’t hesitate to call.” Use a similar statement but with a positive tone: if you have any question, please call. Avoid using conditional words such as hope, think and maybe. Offer the receiver another option. Most problem situations have more than one solution. Presenting another option shifts the emphasis from the negative news to a positive solution.(1)、The closing of a message containing negative news should be courteous and helpful. The purpose of the closing is to maintain or rebuild goodwill. After presenting or implying the negative news, change the emphasis and close on a positive tone. To maintain a positive tone, (1) do not mention or remind the receiver of the negative news again and (2) do not apologize because you cannot accommodate the receiver. If a mistake has not been made, an apology is not appropriate. If you did make a mistake, you owe the receiver an apology. However, place the apology in the middle paragraphs—not in the closing. The closing should have a sincere tone. Avoid overused closings such as “if you have any questions, please don’t hesitate to call.” Use a similar statement but with a positive tone: if you have any question, please call. Avoid using conditional words such as hope, think and maybe. Offer the receiver another option. Most problem situations have more than one solution. Presenting another option shifts the emphasis from the negative news to a positive solution.正确答案：(2)、1. A message containing negative news should have a courteous and helpful closing.A. 是B. 否正确答案：A(3)、2. The courteous closing of a negative message may rebuild goodwill.A. 是B. 否正确答案：A(4)、3. An apology should be placed in the closing of a message containing negative news.A. 是B. 否正确答案：B(5)、4. The sender should apologize if he or she can’t accommodate the receiver.A. 是B. 否正确答案：B(6)、5. Offer another option in the closing can shift the emphasis of the receiverfrom negative news to a positive solution.A. 是B. 否正确答案：A64、What is the opposite phrase of formal communication?A. written communicationB. oral communicationC. electronic communicationD. informal communication正确答案：D65、What is the opposite phrase of external communication?A. informal communicationB. formal communicationC. internal communicationD. oral communication正确答案：C66、The assessment determines the order and timing of your message.A. 是B. 否正确答案：A67、Supervisors mean ___ in Chinese.A. 超级明星B. 迷信C. 下属D. 上级主管正确答案：D68、Incorrect spacing belongs to ___ errors when the final draft of a written message is being proofread.A. generalB. mechanicalC. meaninglessD. unimportant正确答案：B69、Business letters are used to communicating written messages to people outside an organization.A. 是B. 否正确答案：B70、Use active voice helps one be direct and keep one’s sentences from being too wordy.A. 是B. 否正确答案：B71、Men and women can be hired for any job for which they are qualify in today’s workplace.A. 是B. 否正确答案：B72、The applicant is ______ about the job requirements and the company.A. knowB. knewC. knowledgeableD. have known正确答案：C73、Introverts mean _____ in Chinese.A. 内向者B. 旁观者C. 辅助者D. 外向者正确答案：A74、A developmental paragraph ends a communication with a summation or a reference to the main idea stated in the opening paragraph.A. 是B. 否正确答案：B75、Cultural diversity means ____ in Chinese.A. 文化种类B. 文化障碍C. 文化多元性D. 文化交际正确答案：C76、Headquarters mean____ in Chinese.A. 总部B. 四分之一C. 第一段D. 秋季正确答案：A77、The communication process is so automatic and natural that you even may not realize you are using it. Automatic means ____ here.A. 感激的B. 不假思索的C. 流利的D. 人为的正确答案：B78、A negative-news message conveys news that will ____ the receiver.A. satisfyB. reflectC. supportD. disappoint正确答案：D79、"Come in and use your Tech credit card soon." The sentence contains the message focusing on the receiver, it can be regarded as ____.A. I-orientedB. Business-orientedC. Communication-orientedD. You-oriented正确答案：D80、____ and benefiting from the diversity of employees and customers is one of the greatest challenges in the workplace today.A. DevelopingB. FailingC. AccommodatingD. Needing正确答案：C81、Most Americans prefer to stand ____ when talking to others.A. less than 18 inchesB. more than 3 feetC. 18 inches to 3 feetD. closer than a couple of feet正确答案：C82、Another external barrier to communication within an organization is a closedand authoritarian climate. A closed and authoritarian climate means____.A. 封闭和烦闷的天气B. 封闭和狭隘的空间C. 封闭和专制的氛围D. 狭隘和压抑的氛围正确答案：C83、Cultural differences can be communication barriers.A. 是B. 否正确答案：A84、Body language may include facial expressions, ___ or postures that accompanya person’s words.A. gesturesB. expressionC. expressionsD. oral symbols正确答案：A85、Your ability to establish and build relationships 1 every aspect of your 2. Whether in your social, academic, or professional life, this ability determines the depth of 3 relationships 4 friends, family members, classmates, and coworkers. Good relationships 5 in goodwill—the 6 reputation that 7 individual or a business has with its customers. Any communication 8 helps to develop a 9 relationships between you 10your receiver builds goodwill. A. your B. affects C. life D. favorable E. with F.result G. an H. that I. and J. better正确答案：--begin--86、One of the bitterest and most time-worm debates in student union bars up and down the country is resolved as academic research confirms that in financial terms at least, arts degrees are a complete waste of time. Getting through university boosts students' earnings by 25%, on a weighted average, or $220,000 over their lifetime, according to Professor Ian Walker of Warwick University-but if they study Shakespeare or the peasants ‘revolt instead of anatomy of contract law, those gains are likely to be completely wiped out. The government is about to allow universities to charge students up to $3,000 a year for their degrees, arguing that it’s a small price to pay compared with the financial rewards graduates reap later in life. But Prof. Walker’s research shows there are sharp variations in returns according to which subject a student takes. Law, medicine and economics or business are the most lucrative choices, making their average earnings 25% higher, according to the article, published in the office for national statistics' monthly journal. Scientists get 10-15% extra. At the bottom of the list are arts subjects, which make only a “small ”difference to earnings- a small negative one, in fact. Just ahead are degrees in education-which leave hard pressed teachers an average of 5% better off a year than if they had left school at 18. “It’s hard to resist the conclusion that what students learn does matter a lot; and some subject areas give more modest financial returns than others,” Prof. Walker said. As an economist, he was quick to point out that students might gain non-financial returns from arts degrees:”Studying economics might be very dull, for example, and studying post-modernism might be a lot of fun.”(1)、One of the bitterest and most time-worm debates in student union bars up and down the country is resolved as academic research confirms that in financial terms at least, arts degrees are a complete waste of time. Getting through university boosts students' earnings by 25%, on a weighted average, or $220,000 over their lifetime, according to Professor Ian Walker of Warwick University-but if they study Shakespeare or the peasants ‘revolt instead of anatomy of contract law, those gains are likely to be completely wiped out. The government is about to allow universities to charge students up to $3,000 a year for their degrees, arguing that it’s a small price to pay compared with the financial rewards graduates reap later in life. But Prof. Walker’s research shows there are sharp variations in returns according to which subject a student takes. Law, medicine and economics or business are the most lucrative choices, making their average earnings 25% higher, according to the article, published in the office for national statistics' monthly journal. Scientists get 10-15% extra. At the bottom of the list are arts subjects, which make only a “small ”difference to earnings- a small negative one, in fact. Just ahead are degrees in education-which leave hard pressed teachers an average of 5% better off a year than if they had left school at 18. “It’s hard to resist the conclusion that what students learn does matter a lot; and some subject areas give more modest financial returns than others,” Prof. Walker said. As an economist, he was quick to point out that students might gain non-financial returns from arts degrees:”Studying economics might be very dull, for example, and studying post-modernism might be a lot of fun.”正确答案：(2)、1.What is the best title for the passage?A. Professor Walker’s ResearchB. How to Make Big Money.C. Differences Between Science and Arts Degrees.D. Studying Arts Has Negative Financial Outcome.正确答案：D(3)、2.Universities charge students a rather high tuition mainly because_____.A. they provide the students with very prosperous subjects to learnB. they assume that their graduates can earn much more than they had paidC. they don’t get financial support from the governmentD. they need much revenue to support the educational expenses正确答案：B(4)、3.The word “lucrative”(Line 1, Para. 4) most probably means _____A. sensibleB. creativeC. profitableD. reliable正确答案：C(5)、w, medical and business graduates could earn 25% more than ______A. education graduatesB. arts graduatesC. those who had not studied at the universityD. the average income正确答案：C(6)、5.We can safely conclude that the author ______.A. regards arts degrees as meaninglessB. finds this result disappointing and unfairC. wants the students to think twice before they decide what to learn in collegeD. holds that arts degrees are still rewarding despite its scarce financial returns正确答案：D87、Members of effective work teams have a strong group identity and foster improvement by reviewing both successes and failures.A. 是B. 否正确答案：A88、You must communicate to obtain the information you need. Obtain here means ____.A. 发出B. 建立C. 设置D. 获取正确答案：D89、Liking business letters and memos, informal reports are organized arounda main idea and its supporting information.A. 是B. 否正确答案：B90、Complete messages contains a variety of sentence types.A. 是B. 否正确答案：B91、The two styles of reports are formal and informal. Formal reports generally are long, analytical, and impersonal. A formal report often contains preliminary parts such as a title page, an executive summary, and a table of contents, as well as supplementary parts such as a bibliography and an appendix. An example of a formal report is a company’s annual report to stockholders or a report to a government agency. Another example is an external proposal—a report that analyzes a problem and recommends a solution to people outside the writer’s company. Informal reports are shorter than formal reports and are written in a less formal style. Unlike formal reports, informal reports generally have no preliminary or supplementary parts because they usually are concerned with everyday matters that require little background. A sales report is an example of an informal report. In a sales report, the writer summarizes sales for a specific period. Another type of informal report, an internal proposal, is used to analyze an internal problem and recommend a solution.(1)、The two styles of reports are formal and informal. Formal reports generally are long, analytical, and impersonal. A formal report often contains preliminary parts such as a title page, an executive summary, and a table of contents, as well as supplementary parts such as a bibliography and an appendix. An example of a formal report is a company’s annual report to stockholders or a report to a governmentagency. Another example is an external proposal—a report that analyzes a problem and recommends a solution to people outside the writer’s company. Informal reports are shorter than formal reports and are written in a less formal style. Unlike formal reports, informal reports generally have no preliminary or supplementary parts because they usually are concerned with everyday matters that require little background. A sales report is an example of an informal report. In a sales report, the writer summarizes sales for a specific period. Another type of informal report, an internal proposal, is used to analyze an internal problem and recommend a solution.正确答案：(2)、1. Formal reports often are long, analytical and impersonal.A. 是B. 否正确答案：A(3)、2. An anual report to stockholders is the preliminary part of an informal report.A. 是B. 否正确答案：B(4)、3. Informal reports often contain preliminary parts such as a title page, an executive summary.A. 是B. 否正确答案：B(5)、4. Formal reports often are longer than informal ones and are written in formal style.A. 是B. 否正确答案：A(6)、5. An internal proposal which is an example of formal report, is used to analyze an internal problem and suggest a solution.A. 是B. 否正确答案：B92、To avoid becoming a communication barrier, ___ need to think before they speak while introverts need to make sure they speak.A. extrovertsB. receiversC. introvertsD. senders正确答案：A93、Specific facts and details should appear in ______.A. developmental paragraphsB. closing paragraphC. opening paragraphD. topic sentence正确答案：A94、Which part can tell the recipient that another separate document is included with a memo?A. Date lineB. From lineC. AttachmentD. To line。
国家开放大学 商务英语1复习参考资料复习题
《商务英语（1）》 形考作业作业1一、交际用语 （共计 10 分，每小题 2 分）1-5 题：阅读下面的小对话，选择恰当的答语。
1. - Could you give me an example of good team working there?- .A. Sorry. I can see from your resumeB. Sure. I was the treasurer of the Students ’ UnionC. Not at all. I was in charge of sales for Corporate Pan-Asia2. - Where shall we have the meeting?- .A. The first conference room is spaciousB. The first conference room isn ’t goodC. In the first conference room3. - Do you have any suggestions about it?- .A. No, I have no ideaB. Let me give you a handC. After I read it in detail, I will tell you my opinion4. - Good morning. Far East Logistics Company. This is Lin Hanxue. May I help you?- .A. Good morning, Ms. Lin. Nice to meet youB. No, thank youC. Good morning, Ms. Lin. This is Daniel Anderson speaking5. - Well, after my report , t here ’ll be a break for refreshments.- .A. The break won ’t be longB. All right, I seeC. All right, I ’11 see it二、词汇与结构（ 共计 30 分，每小题 2 分）6-20 题：阅读下面的句子，从6. The company ’s Human Resources department will then select the most suitable people to an interview.A. attendB. joinC. go 7. I ’ m particularly proud of I organized the finances. A. who B. which C. how 8. There was in the meeting room as the general manager predicted the company ’s sales target. A. Silence B. silent C. silently 9. There are some visitors to our marketing department next weekA. comeB. comingC. t o coming10.The meeting suggested the loan first.A. to replyB. repliedC. repaying11.The woolen gloves should in twenty boxes.A. be packedB. packC. be packing12. But the charge will be and it also slows down delivery．A. more valuableB. cheaperC. higher13.I’d like to know what time we can get the container it is in the port.A. whyB. whenC. where14. The third part is the results.A. expectB. expectingC. expected15. I have finished your project plan.A. readB. to readC. reading16.Prices may change quickly if supply or demandA. changesB. changeC. will change17.Actually,buyers are the group of people want to buy certain goods or services.A. theyB. whoC. which18. The next shareholder’s meeting was at the end of this year.A. scheduledB. usedC. made19.The marketing department the sales for the last six months.A. has summarizedB. summarizedC. was summarized20. Then people，are interested, can apply for the job.A. thoseB. theyC. who三、阅读理解（共40 分，每小题4分）21-25 题：阅读下列短文，从A、B、C三个选项中选出一个正确答案Does everyone in your office always agree all the time? When someone makes a suggestion, does eve ry one just smile and nod in agreement?When you bring forward an idea, do people just accept it?Well,if you answered“yes” to any of these questions,you are in an extremely unusual workplace.People are people. And people butt heads. They disagree, they argue,and they fight.You can’t g et around it. But you can learn to deal with it.To hold your own, you need to learn how to argue effectively. If you’ve got an opinion, you need to defend it. And if you have a problem with something a colleague has done, you need to let them know. This can make for some difficult discussions and meetings, but this is just a part of life and business.So how can you argue effectively? Well, you need several skills.21.From the first paragraph we can know that in the office.A. people sometimes argueB. people always agreeC. people always get around it22. "And people butt head" means .A. people hit you with the top of their headB. people dislike each otherC. people don’t always agree well with each other23. The writer suggests that if you get an opinion, you need to.A. get around itB. learn how to deal with itC. argue in support of it24.You need several skills to.A. let your colleagues knowB. argue effectivelyC. make for discussions and meetingsB. how to avoid disagreement and argument in the officeC. how to argue effectively in the office26-30题：阅读下面的句子，根据文章内容进行判断，正确写“T”错误写“F”International TransportTransport plays an important part in international business because goods produced have to be delivered to the buyers abroad, and the delivery of goods is to be made possible by transport services. Goods are carried by several means of transport-on road or rail, by sea or air. And in recent years, combined transport which is a road-sea-rail carriage appeared.With the expansion of international trade,the container service has become popular.The use of containers provides a highly effective form of transport by road, rail and sea. Basically, about98%of world trade is carried out by sea·transport. Besides transport by sea, road, or rail,nowadays in order to speed up delivery, carriage by air has also become popular.（T ）26. Transport plays an important part in international business because goods produced have to be sent to everywhere in the world.（T ）27. In recent years, combined transport which is a road-sea-rail carriage appeared.（ F ）28. With the expansion of international trade, the combined transport service has become popular.（T ）29. The use of containers gives a very helpful method of transport.（T ）30. Today carriage by air has become popular because it can speed up delivery.四、翻译（共20 分，每小题4分）31-35：从以下A、B、C三个选项中选择出最正确的翻译31. In order to be employed, you need to make a very good first impression.A. 为了工作，你需要做出一个良好的第一印象。
【VIP专享】商务交际英语试题及参考答案
商务交际英语（1）试题及参考答案试卷代号：2139中央广播电视大学“开放专科”期末考试英语专业商务交际英语（1）试题注意事项一、将你的学号、姓名及分校（工作站）名称填写在答题纸的规定栏内。
考试结束后，把试卷和答题纸放在桌上。
试卷和答题纸均不得带出考场。
二、仔细读懂题目的说明，并按题目要求答题。
答案一定要写在答题纸的指定位置上，写在试卷上的答案无效。
三、用蓝、黑圆珠笔或钢笔答题，使用铅笔答题无效。
I . MULTIPLE CHOICE （10小题，每小题1分，共10分）Choose the letter indicating the best choice to complete each sentence or answer each question:1. Which of the following is an internal barrier to communication?a. the shyness of a person.b. a domineering bossc. a room that is so hot that everyone is impatient with each otherd. all of the above are internal barriers2. Which of the following is a message delivery medium that avoids the problem of "telephone tag"?a. a scannerb. a telephone callc. e-maild. a CPU3. What happens during the first stage of effective team development?a. Team members determine their group goals.b. Team members get acquainted and begin to exchange information.c. The team leader assigns roles to various team members.d. The team learns how to solve problems and overcome conflict.4. What is the main objective of a message that tells the receiver abouta new product that wili soon be available in stores?a. To informb. To requestc. To recordd. To persuade5. Which of the following sentences contains a redundant expression?a. Currently we have an overstock of red and blue T-shirts, as of this week.b. As of last quarter, our sales projections were accurate.c. The trend is to underestimate the market value of existing properties.d. Quality is our primary concern, regardless of the impact on production schedules.6. Memos are ______________.a. harder to format and key than lettersb. used to send a message to a supervisor in another companyc. used to send a goodwill message to a coworkerd. usually more formal than business letters7. Abuses of e-mail message writing include ______________.a. spammingb. shoutingc. telecommutingd. both a and b8. Which type of letter is considered a goodwill letter?a. A letter of acknowledgmentb. A positive responsec. A routine requestd. All of the above would be considered a goodwill letter9. Which of the following would be part of an analytical report?a. problem statementb. conclusionsc. recommendationsd. all of the above10. Which of the following is a preliminary part of a formal report?a. bibliographyb. title pagec. both a and bd. neither a nor bII. TRUE/FALSE（10小题，每小题1分，共10分）Write a T in the space provided if the statement is true. Write an F in the space if the statement is false. Your judgment should be based on your understanding of the course book.T/F_______ 11. While computers are becoming smaller and more powerful, they arebecoming more expensive._______ 12. In some cultures, nodding the head means "no" instead of "yes"._______ 13. A heterogeneous group is one that includes people with a mixture ofbackgrounds, abilities, and strengths._______ 14. Only positive messages need to have a positive tone; negative messagescan only be negative in tone._______ 15. Minutes are sent only to the meeting participants._______ 16. Most bad-news messages should be written in the indirect order._______ 17. Letters with negative messages typically open with reasons for thenegative news._______ 18. For a blind copy, the initials be appear on the copy but not on an original._______ 19. Gathering data by talking with customers is called secondary research._______ 20. When writing in a personal style, use the pronouns you and 1.III. ERROR CORRECTION（10分）Rewrite the following short paragraph by identifying all errors and correcting them:Our four-persons committee has met several times to discuss the possibility of flexible scheduling. There has been some good arguments on both sides of the issue, but, unfortunately, we are deadlock in our voting. Would you agree appointing a fifth member to break the tie and help our resolve this important matter? Thank you. IV. READING COMPREHENSION（10小题，每小题2分，共20分）Read the following two passages and answer the questions.Passage One:In the past, the work day was from 9 to 5 and the work week went from Monday through Friday. Rush hour, both morning and evening, was a nightmare as roads became jammed with commuters going to and from the office. While rush hour seems to be here to stay, the traditional work day and work week are gradually becoming a thing of the past.Companies today are facing issues such as office overcrowding and employees" desires, which compel management to be creative in how and where work gets done. Many offices find it beneficial to have flexible working hours. For example, employees may put in their eight hours sometime between the 7:00 a. m. and 6:30 p. m. Others may choose to put in four ten-hour days a week instead of coming to the office five days.Flextime can also help save employers from the expense of expanding an office because of overcrowding. Desirable office space is at a premium in most urban markets, and opening a branch office takes time. Some companies may choose to outsource work, but others do not want to lose creative control. With flextime, more employees can share office space because not everyone is thereat the same time. Whatever a company"s situation, it takes creativity, patience and teamwork to have a pleasant and productive working environment.26. What causes rush hour?a. Commuters not planning well enough.b. Too many people heading for work at one time.c. People"s desire to drive too fast.27. On the whole, employees seem to _____________.a. be reluctant to get involved in deciding when they workb. resent not always working from 9 to 5c. take advantageof creative working arrangements28. What is one advantage of flexible working hours?a. More employees will be at work at the same time.b. Employees will work longer hours.c. Flexibility is cheaper than office expansion.29. According to the passage, desirable office space is _____________.a. expensiveb. hard to findc. very crowded30. Opening a branch office _____________.a. will not help overcrowding problemsb. does not happen overnightc. is bad for businessPassage Two:Most nations of the world export goods to other countries.Likewise, many import goods from other nations. Why do countries engage in international trade?Firstly, some countries of the world have certain conditions that provide them with a basis for international trade. For example,Columbia and Brazil have just the right climate for growing coffee.They export the surplus to earn foreign exchange to pay for thegoods they import.Secondly, if a country has an abundance of natural resources, it generally exports some of them. Rubber from Malaysia and oil from the Middle East countries are examples.Thirdly, if a nation is advanced in science and technology, it can produce sophisticated machinery and equipment, such as computers, jet airplanes and electric generators. Their manufactured goods areusually sold at high prices in the international market. So they enjoy favorable conditions in the international trade.In addition to trade in goods, there is another form of trade, i. e.trade in services. The former is called visible trade, and the latter, invisible trade. Transportation, insurance, financing and tourism are some of the forms of invisible trade. Trade in these forms can be as important to some nations as the exchange of goods is to others.31. According to the passage, international trade means_____________.a. exporting goods to other countriesb. exporting goods to and import goods from other countriesc. exchanging not only goods but also service with othercountries32. The reason for countries of the world to engage in international tradeis _____________.a. to build up friendship with people in other countriesb. to exchange what one has for what one needsc. to provide assistance to poor countries33. Saudi Arabia usually exports _____________ to other countries.a. oilb. coffeec. computer34. Who suffer from unfavorable conditions in international trade?a. The developed countries.b. The developing countries.c. The countries in West Europe.35. 10. Which of the following are viewed as invisible trade?a. Coffee, rubber and oil.b. Computers, airplanes and electric generators.c. Transportation, insurance, financing and tourism.V . TRANSLATION （3段短文，每段5分，共15分）Translate the following passages into Chinese:36. successful teams are made up of individuals who have differentbackgrounds. In an organization, effective work teams have to bebased on function, purpose, or individual expertise rather than onpersonality.37. To cut down in wordiness, use the active voice rather than thepassive voice. Using the active voice helps you be direct and keeps your sentences from being too wordy.38. Formal reports are more complex and longer than informal reports.Because of this complexity, you may spend more time organizing and writing a formal report than you would prepare an informal report.Formal reports may be used when writing to the top management of an organization.VI. WRITING (35分)39. According to the given facts, format a business envelope: （5分）The sender:Kang Zhuang, General Manager of FORWARD BICYCLE CO. LTD.987 Jiangnan Road, Kunshan, Jiangsu, China, 215300Tel; (0520)5000000Fax; (0520)5000001The receiver:Mr. Fred Johns, Chief Buyer of Kiddie Komer, Inc.# 202-418 Richards Street, Vancouver, B. C. Canada V6S 3A740. Write a correctly laid out memo according to the following. (10分)Jane Simmons, Personnel Manager of Alpha Electronics, 80 - 90 Zeus Street, Manchester GG73 6LP, says to you, "Will you write a memo for me to Simon Clark, my deputy, please?When he returns from holiday next Monday I shall be starting a three-day conference at Harogate. Ask him to interview the four candidates for the clerical vacancy in the Mailing Section on Monday, starting at 2 :30 p. m. He should make an appointment if there is a suitable candidate. The candidates have been invited for interview and their application forms and references are in the middle drawer of my desk. I" 11 leave my desk keys with you. On Tuesday at 10 a. m. Gerry Rhodes, the Union Rep, has an appointment to see me. If Simon I can deal with whatever he wants, I shall be grateful. If not, I"ll make another appointment to see Gerry when I"m back on Tuesday. "41. Write a letter according to the situation below, using the block format and open punctuation. （20分）Situation: Two months ago you contacted a Scottish company, the Organisers of Scottish Exhibitions (OSE), based at 9 Rider Street, Charlestown, CH3 MN1, to organize a 3-day exhibition of your products in Glasgow. The exhibition took place last week andyou have heard from your staff and customers that it was a disaster because of the inefficient planning of the deputy director of OSE, Barbara Minter.Write a letter to Mrs. Minter, describing what went wrong, the consequences for your company and what you want. Make up any necessary details.参考答案及评分标准I. MULTIPLE CHOICE (10小题，每小题1分，共10分)Choose the letter indicating the best choice to complete each sentence or answer each question:1. a2. c3. b4. d5. a6. c7. d8. a9.d 10. bII. TRUE/FALSE (10小题，每小题1分，共10分)Write a T in the space provided if the statement is true. Write anF in the space if the statement is false.11. F 12. T 13. T 14. F 15. F 16. T 17. F 18. T 19. F 20. TIII. ERROR CORRECTION (10分)Rewrite the following short paragraph by identifying all errors and correcting them:Our four-person committee has met several times to discuss the possibility of flexible scheduling. There have been some good arguments on both sides of the issue, but, unfortunately, we are deadlocked in our voting. Would you agree to appointing a fifth member to break the tie and help us resolve this important matter? Thank you.评分标准：短文中有5个错，找出错误5分；改正错误5分。
商务交际英语课程教学大纲
商务交际英语课程教学大纲一、课程的性质“商务交际英语”是英语专业专科商务方向的限选课程。
本课程8学分，课内学时144。
为指导广播电视大学“商务交际英语”课程的教学，特制订本大纲。
大纲的各项规定应作为教学安排、教材编写、教学质量检查的依据。
二、本课程的教学目的“商务交际英语”是英语专业专科商务方向的核心专业课。
本课程的教学目的是培养学生掌握商务英语交流的基本技能，为进一步学习后续的商务英语专业课程，毕业后成为适应社会需要的应用型涉外商务工作者打下坚实的基础。
通过学习有关商务活动的实用材料，学生应熟悉并掌握主要的商务语言和用法，并了解和掌握当代商务活动中的基本交际技能，具有一定的从事国际商务活动的能力。
通过学习，学生应进一步提高基本的听、说、读、写、译的能力，能够在一般的商务活动中基本正确地使用英语，进行交流。
三、教学对象“商务交际英语”课程的教学对象是英语专业专科学生。
四、学习要求本科程终结时，学生应掌握一般的商务活动中基本的书面和口头交际技能，具体要求如下：1．能听懂一般商务活动中的电话、产品展示、谈判、会议发言等，能基本把握言语者的态度和意图。
2．能用基本正确的英语进行一般商务活动，如社交活动、展示产品和业务谈判，筹备商务会议，或作会议发言。
3．能为读懂主要英语报刊、杂志有关商务活动的一般性报道和评论文章打好基础。
4．能草拟或翻译一般性商务材料，包括公函、公务报告、简历和填写表格等。
五、本课程与其它课程的衔接“商务交际英语”课程的先修课是英语专业专科基础英语课程，专业课“商务英语基础”和“商务英语阅读”。
六、教学内容和安排本课程可选用以文字教材和视听材料相结合的多种媒体教材。
“商务交际英语”课程教学内容应以传授所应用的语言知识技能为主，同时也应介绍一般商务交际活动的主要理念和技能，如：交际技能在工作和生活中的重要性；以及形体语言在人际交往中的作用；如何在跨文化交际中妥善处理好相关事务；如何根据不同的谈话对象使用不同的表达方式；电子邮件的使用；网络技术的运用；图表和视听媒体在演示、报告等中的运用；备忘录、简历及报告的写法等。
中央电大商务交际英语(1)2011年1月试题
C. most of the reports are well written
24. Why do the farmers write reports to Peter? A. To make conclusions.
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apply for loans.
do busÎness wÎth him.
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Write a T in the space provided if the statement is true. Write an F in the space if the statement
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20. An app世ndix and a letter of transmÌttal are two supplementary parts of a formal report. 772
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READING COMPREHENSION (10 小黯攀锋小题 2 分，共 20 分}
商务交际英语试题及参考答案
商务交际英语（1）试题及参考答案试卷代号：2139中央广播电视大学“开放专科”期末考试英语专业商务交际英语（1）试题注意事项一、将你的学号、姓名及分校（工作站）名称填写在答题纸的规定栏内。
考试结束后，把试卷和答题纸放在桌上。
试卷和答题纸均不得带出考场。
二、仔细读懂题目的说明，并按题目要求答题。
答案一定要写在答题纸的指定位置上，写在试卷上的答案无效。
三、用蓝、黑圆珠笔或钢笔答题，使用铅笔答题无效。
I . MULTIPLE CHOICE （10小题，每小题1分，共10分）Choose the letter indicating the best choice to complete each sentence or answer each question:1. Which of the following is an internal barrier to communication?a. the shyness of a person.b. a domineering bossc. a room that is so hot that everyone is impatient with each otherd. all of the above are internal barriers2. Which of the following is a message delivery medium that avoids the problem of "telephone tag"?a. a scannerb. a telephone callc. e-maild. a CPU3. What happens during the first stage of effective team development?a. Team members determine their group goals.b. Team members get acquainted and begin to exchange information.c. The team leader assigns roles to various team members.d. The team learns how to solve problems and overcome conflict.4. What is the main objective of a message that tells the receiver about a new product that wili soon be available in stores?a. To informb. To requestc. To recordd. To persuade5. Which of the following sentences contains a redundant expression?a. Currently we have an overstock of red and blue T-shirts, as of this week.b. As of last quarter, our sales projections were accurate.c. The trend is to underestimate the market value of existing properties.d. Quality is our primary concern, regardless of the impact on production schedules.6. Memos are ______________.a. harder to format and key than lettersb. used to send a message to a supervisor in another companyc. used to send a goodwill message to a coworkerd. usually more formal than business letters7. Abuses of e-mail message writing include ______________.a. spammingb. shoutingc. telecommutingd. both a and b8. Which type of letter is considered a goodwill letter?a. A letter of acknowledgmentb. A positive responsec. A routine requestd. All of the above would be considered a goodwill letter9. Which of the following would be part of an analytical report?a. problem statementb. conclusionsc. recommendationsd. all of the above10. Which of the following is a preliminary part of a formal report?a. bibliographyb. title pagec. both a and bd. neither a nor bII. TRUE/FALSE（10小题，每小题1分，共10分）Write a T in the space provided if the statement is true. Write an F in the space if the statement is false. Your judgment should be based on your understanding of the course book.T/F_______ 11. While computers are becoming smaller and more powerful, they arebecoming more expensive._______ 12. In some cultures, nodding the head means "no" instead of "yes"._______ 13. A heterogeneous group is one that includes people with a mixture ofbackgrounds, abilities, and strengths._______ 14. Only positive messages need to have a positive tone; negative messagescan only be negative in tone._______ 15. Minutes are sent only to the meeting participants._______ 16. Most bad-news messages should be written in the indirect order._______ 17. Letters with negative messages typically open with reasons for thenegative news._______ 18. For a blind copy, the initials be appear on the copy but not on an original._______ 19. Gathering data by talking with customers is called secondary research._______ 20. When writing in a personal style, use the pronouns you and 1.III. ERROR CORRECTION（10分）Rewrite the following short paragraph by identifying all errors and correcting them:Our four-persons committee has met several times to discuss the possibility of flexible scheduling. There has been some good arguments on both sides of the issue, but, unfortunately, we are deadlock in our voting. Would you agree appointing a fifth member to break the tie and help our resolve this important matter? Thank you. IV. READING COMPREHENSION（10小题，每小题2分，共20分）Read the following two passages and answer the questions. Passage One:In the past, the work day was from 9 to 5 and the work week went from Monday through Friday. Rush hour, both morning and evening,was a nightmare as roads became jammed with commuters going to and from the office. While rush hour seems to be here to stay, the traditional work day and work week are gradually becoming a thing of the past.Companies today are facing issues such as office overcrowding and employees" desires, which compel management to be creative in how and where work gets done. Many offices find it beneficial to have flexible working hours. For example, employees may put in their eight hours sometime between the 7:00 a. m. and 6:30 p. m. Others may choose to put in four ten-hour days a week instead of coming to the office five days.Flextime can also help save employers from the expense of expanding an office because of overcrowding. Desirable office space is at a premium in most urban markets, and opening a branch office takes time. Some companies may choose to outsource work, but others do not want to lose creative control. With flextime, more employees can share office space because not everyone is thereat the same time. Whatever a company"s situation, it takes creativity, patience and teamwork to have a pleasant and productive working environment.26. What causes rush hour?a. Commuters not planning well enough.b. Too many people heading for work at one time.c. People"s desire to drive too fast.27. On the whole, employees seem to _____________.a. be reluctant to get involved in deciding when they workb. resent not always working from 9 to 5c. take advantageof creative working arrangements28. What is one advantage of flexible working hours?a. More employees will be at work at the same time.b. Employees will work longer hours.c. Flexibility is cheaper than office expansion.29. According to the passage, desirable office space is _____________.a. expensiveb. hard to findc. very crowded30. Opening a branch office _____________.a. will not help overcrowding problemsb. does not happen overnightc. is bad for businessPassage Two:Most nations of the world export goods to other countries.Likewise, many import goods from other nations. Why do countries engage in international trade?Firstly, some countries of the world have certain conditions that provide them with a basis for international trade. For example,Columbia and Brazil have just the right climate for growing coffee.They export the surplus to earn foreign exchange to pay for the goods they import.Secondly, if a country has an abundance of natural resources, it generally exports some of them. Rubber from Malaysia and oil from the Middle East countries are examples.Thirdly, if a nation is advanced in science and technology, it can produce sophisticated machinery and equipment, such as computers, jet airplanes and electric generators. Their manufactured goods are usually sold at high prices in the international market. So they enjoy favorable conditions in the international trade.In addition to trade in goods, there is another form of trade, i. e.trade in services. The former is called visible trade, and the latter, invisible trade. Transportation, insurance, financing and tourism are some of the forms of invisible trade. Trade in these forms can be as important to some nations as the exchange of goods is to others.31. According to the passage, international trade means_____________.a. exporting goods to other countriesb. exporting goods to and import goods from other countriesc. exchanging not only goods but also service with othercountries32. The reason for countries of the world to engage in international tradeis _____________.a. to build up friendship with people in other countriesb. to exchange what one has for what one needsc. to provide assistance to poor countries33. Saudi Arabia usually exports _____________ to other countries.a. oilb. coffeec. computer34. Who suffer from unfavorable conditions in international trade?a. The developed countries.b. The developing countries.c. The countries in West Europe.35. 10. Which of the following are viewed as invisible trade?a. Coffee, rubber and oil.b. Computers, airplanes and electric generators.c. Transportation, insurance, financing and tourism.V . TRANSLATION （3段短文，每段5分，共15分）Translate the following passages into Chinese:36. successful teams are made up of individuals who have differentbackgrounds. In an organization, effective work teams have to bebased on function, purpose, or individual expertise rather than onpersonality.37. To cut down in wordiness, use the active voice rather than thepassive voice. Using the active voice helps you be direct and keeps your sentences from being too wordy.38. Formal reports are more complex and longer than informal reports.Because of this complexity, you may spend more time organizing and writing a formal report than you would prepare an informal report.Formal reports may be used when writing to the top management of an organization.VI. WRITING (35分)39. According to the given facts, format a business envelope: （5分）The sender:Kang Zhuang, General Manager of FORWARD BICYCLE CO. LTD.987 Jiangnan Road, Kunshan, Jiangsu, China, 215300Tel; (0520)5000000Fax; (0520)5000001The receiver:Mr. Fred Johns, Chief Buyer of Kiddie Komer, Inc.# 202-418 Richards Street, Vancouver, B. C. Canada V6S 3A740. Write a correctly laid out memo according to the following. (10分)Jane Simmons, Personnel Manager of Alpha Electronics,80 - 90 Zeus Street, Manchester GG73 6LP, says to you, "Will youwrite a memo for me to Simon Clark, my deputy, please?When he returns from holiday next Monday I shall be starting a three-day conference at Harogate. Ask him to interview the four candidates for the clerical vacancy in the Mailing Section on Monday, starting at 2 :30 p. m. He should make an appointment if there is a suitable candidate. The candidates have been invited for interview and their application forms and references are in the middle drawer of my desk. I" 11 leave my desk keys with you. On Tuesday at 10 a. m. Gerry Rhodes, the Union Rep, has an appointment to see me. If Simon I can deal with whatever he wants, I shall be grateful. If not, I"ll make another appointment to see Gerry when I"m back on Tuesday. "41. Write a letter according to the situation below, using the block format and open punctuation. （20分）Situation: Two months ago you contacted a Scottish company, the Organisers of Scottish Exhibitions (OSE), based at 9 Rider Street, Charlestown, CH3 MN1, to organize a 3-day exhibition of your products in Glasgow. The exhibition took place last week andyou have heard from your staff and customers that it was a disaster because of the inefficient planning of the deputy director of OSE, Barbara Minter.Write a letter to Mrs. Minter, describing what went wrong, the consequences for your company and what you want. Make up any necessary details.参考答案及评分标准I. MULTIPLE CHOICE (10小题，每小题1分，共10分)Choose the letter indicating the best choice to complete each sentence or answer each question:1. a2. c3. b4. d5. a6. c7. d8. a9.d 10. bII. TRUE/FALSE (10小题，每小题1分，共10分)Write a T in the space provided if the statement is true. Write anF in the space if the statement is false.11. F 12. T 13. T 14. F 15. F16. T 17. F 18. T 19.F 20. TIII. ERROR CORRECTION (10分)Rewrite the following short paragraph by identifying all errors and correcting them:Our four-person committee has met several times to discuss the possibility of flexible scheduling. There have been some good arguments on both sides of the issue, but, unfortunately, we are deadlocked in our voting. Would you agree to appointing a fifth member to break the tie and help us resolve this important matter? Thank you.评分标准：短文中有5个错，找出错误5分；改正错误5分。
电大4015《商务交际英语(1)》开放大学期末考试历届试题2020年1月(含答案)
order.
A. direct order
B. indirect order
C. direct-indirect order
II. TRUE/FALSE (10 小题，每小题 2 分，共 20 分）
Write a T in the space provided if the statement is true. Write an F in the space if the
damage to consumers, who spend money but do not get quality commodities, especially
when these commodities do great harm to their health. It is difficult for people to forget
statement is false. Your judgment should be based on your understanding of the course
book.
11. As an employee, it is unlikely that you will have to interact with coworkers and
14. In indirect order, the main idea precedes its supporting information.
15. A paragraph must have at least three sentences to be complete.
16. Use direct order when you expect your reader to react positively to the main idea in
《商务交际英语1》试题A
试卷代号：座位号：广东理工职业学院2011至2012学年度第一学期期末考试2010 级商务英语专业《商务交际英语1》正考试题2012年 1 月年级班级__________ 姓名_____________ 学号_______________I. Listening（10%）I. Listening（10%）Mike(M1) is asking his assstant Mary(M2)to investigate YAC’s background. Listen and fill in the blanks.M1: Hi, Mary, It is Mike. I have just reveived an email from YAC, who whats to ____(1)____ with us.M2: Well, what can I do for you?M1. I don‟t know much about the company. So could you check its background for me?M2: Sure.M1: I will cc you the eamil for YAC, which give a brief ___(2)_____ of the company, quite impresssive with a long list of ____(3)____. And I also want you to check how its existing ___(4)_____ see it.M2: OK, I get it. When do you want it?M1. The sooner, the better. Just keep me _____(5)____ of your progess.M2:……II. READING（60%）PART ONE （10%）Questions 1-5Look at question 1-5.In each question, which sentence is correct?For each question, mark one letter( A, B or C) on your answer sheet.1.The machine will work best if youA. look after it carefully.B. don‟t use it a lot.C. keep it in a clean place.2.A. He or she is an accountant.B. He or she is a Production Manager.C. He or she is a Human Resources Manager.3.A. They will close the factory on 3 November.B. They will move to a new factory on 3 November.C. They will open the factory again on 3 November.4.A. Jane Halton is moving from banking to insurance.B. Boulder Insurance hopes to appoint a new Chief Executive.C. The post of Chief Executive at Curtis Bank has become vacant.5.A. If you want information about numbers that have changed, contact Ext. 8286.B. If any information in this directory is incorrect, contact Ext. 8286.C. If you need a different directory, contact Ext. 8286.PART TWO （10%）Questions 6-10Look at the list below. It shows a number of business training courses.For questions 6-10, decide which training course (A-H) each person needs.For each question, mark one letter (A-H) on your Answer Sheet.Do not use any letter more than once.6. Office manager Helen Turner needs to deal with complaints from staff about some colleagues ‟ use of email.7. Before deciding to buy a new computer, David Thompson wants to find out whether he can update his existing equipment.8. Claire Collier ‟s toy company has a major new customer and she needs to manufacture more goods without increasing staffing levels.9. Publicity manager Brian Steward did a computer course several years ago, and now wants to learn about developments relevant to his field.10. Richard Masters was recently promoted and would like to improve his ability to meet deadlines.PART THREE （10%）Questions 11-15Look at the charts below. They show profits before tax and profit margins for eight different companies from 1998 to 2002.Which chart does each sentence (11-15) describe?For each sentence, mark one letter (A-H) on your Answer Sheet.Do not use any letter more than once11. The company‟s profit margins have decreased over the most recent years, while profits before tax have maintained a steady rise since 1998.12. In 2002 the company both regained its 1999 level of profits before tax and also managed to improve profit margins.13. 2002 saw a great improvement in profits before tax but the company‟s profit margins remained unchanged at the end of the company.14. The last five years have seen alternate rises and falls in profits before tax, at the same time as fluctuating profit margins for the company.15. Even though the company reached record levels of both profits before tax and profit margins in 2001, neither of these was maintained.PART FOUR（7%）Questions 16-22Read the article below about a self-employed journalist.Are sentences 16-22 …Right‟ or …Wrong‟? If there is not enough information to answer …Right‟ or …Wrong‟, choose …Doesn‟t say‟.For each sentence (16-22), mark one letter (A, B or C) on your Answer Sheet.Sally Patterson, journalistLast year, Sally Patterson left her permanent job with a newspaper and is now a self-employed journalist. Why did she do it? “I had no control over my work,” she says, “and that mattered more to me than earning lots of money. Actually, leaving my job wasn‟t as difficult as I‟d expected, because I already had plenty of contacts in the publishing industry. Unlike my last job, though, I‟m mostly in touch with the magazines and newspapers I write for by email, and as I don‟t work in an office, I may not see anyone for days. But that‟s a welcome relief!”Isn‟t it hard being self-employed? “The biggest danger when you become self-employed is saying …yes‟ to everything.” Sally says. “I make sure I turn work down if I haven't got the time for it. And that's a question of planning: I spend an hour every week working out what I'm doing for the next few months”.And what about the benefits? “Well, at the newspaper I always concentrated on economic matters, but now I can choose to work on a wider range of projects than before. And being my own boss has made me feel more confident about the other areas of my life, too.”16. Sally left her last job because she wanted to make decisions about her work herself.A. RightB. WrongC. Doesn‟t say17. Her colleagues in publishing thought that being self-employed would be difficult for her.A. RightB. WrongC. Doesn‟t say18. She would prefer to share an office with other people.A. RightB. WrongC. Doesn‟t say19. She needs to accept all the work she is offered.A. RightB. WrongC. Doesn‟t say20. Most self-employed journalists find it difficult to plan ahead.A. RightB. WrongC. Doesn‟t say21. Sally specializes more now than she did in her last job.A. RightB. WrongC. Doesn‟t say22. Self-employment has affected Sally‟s attitude to life.A. RightB. WrongC. Doesn‟t sayPART FIVE（6%）Questions 23—28Read the newspaper article below.For each of questions 23—28, choose the correct answer.Mark one letter (A, B or C) on your Answer Sheet.“Gray-col lar” Group DebutsFor the first time, Shanghai has officially put forward the concept of “gray-collar workers”, which refers to technicians with a high-level of creativity and professional skills, in order to encourage more young people to take up these neglected positions.Twenty-five occupations with 15 000 job positions—such as digital-controlled machine operator and fashion designer—are included in the first batch of “gray-collars”, mainly in the digital manufacturing industry, according to the Shanghai Labor and Social Security Bureau.Unlike either white-collars like management professionals or blue-collar operation workers, gray-collar is a new class of workers with a high educational background and strong practicing ability, officials said.It is a distinct group and not a transitory class between the white and blue, officials stressed.“The concept was put forward in accordance with Shanghai‟s position as the world‟s center of digital manufacturing, as well as to solve unemployment among locals, es pecially youth,” said Zhu Junyi, the bureau director.According to Zhu, some 40 percent of unemployed in the city are young people who failed to find a steady job after their graduation, which is the second biggest jobless group after middle-aged laid-off workers.Though an increasing number of local university graduates face great job pressure, many posts, especially those for skilled technicians, are still vacant.“Most university graduates hope to become white-collar workers after graduation, which means there is a big crowd for management positions. But demand for gray-collar position is much larger than the current supply.” Zhu said.In this regard, the Shanghai Career Training and Guidance Center will launch a series of professional training courses for locals who will become gray-collars.23. “Gray-collar workers” refer to technicians with all of the following qualities EXCEPT：A. high-level of creativity.B. high educational background.C. top management ability.24. Chief Executive Director (CED) can be a __________ job.A. gray-collarB. white-collarC. blue-collar25. The very top unemployed group of people isA. young people after their graduation.B. people who are about to get retired.C. middle-aged laid-off workers.26. For which group of people the demand is more than its supply?A. Gray-collar.B. White-collar.C. Blue-collar.27. The word “ vacant” in this article means _________.A. empty.B. unfilled.C. full.28. “It is a distinct group and not a transitory class between the white and blue” means gray-collar workers will be a _____________group of professionals.A. definite and separateB. short-term and changeableC. merely temporaryPART SIX（12%）Questions 29-40Read the article below about a sportswear company.Choose the correct word from A, B or C to fill each gap.For each question, mark one letter (A, B or C) on your Answer Sheet.A success storyTony Pearson was appointed to the board of Greens, the sportswear company, as Chief Executive nine months ago. He has ___29 ____almost 27 years in clothes retailing, previously___30 ____a senior position with Munroes, a company with as ___31 ____as 300 retail outlets across the UK.Pearson is responsible for the company‟s latest five-year plan. His general strategy has been to increase profits by expanding Greens‟ product ___32____, and so far the policy has worked. Stores ___33____ report a sales growth___34 ____ about 20% this year.A ___35___35 stores were redesigned in the current year ___36 ____ a cost of ￡23 million. In addition, ten new stores are expected to open ___37____year for the next three or four years. Two of ___38____ new stores will be outside the UK. Mr. Pearson says the company ___39 ____ intends to increase the ___40 ____ of distribution centres, and improve customer services.Overall, Tony Pearson‟s business strategy seems to be proving very successful.29. A. taken B. passed C. spent30. A. held B. holding C. holds31. A. much B. most C. many32. A. variety B. range C. collection33. A. have B. should C. ought34. A. in B. till C. of35. A. later B. further C. greater36. A. at B. from C. by37. A. another B. any C. each38. A. these B. they C. them39. A. ever B. too C. also40. A. number B. figure C. sumPART SEVEN : 5%Questions 41-45 Read the email and the website page below.Complete the form on the opposite page.Write a word or phrase (in CAPITAL LETTER S) or a number on lines 41- 45 on your Answer Sheet.Ⅲ WRITING （30%）PART ONE: 10%You ‟re the Human Resources Manager. A new designer, Mary Douglas, has joined your company. Write a memo to all staff ：telling them who the new employee is ；saying what her responsibilities will be ；explaining where her office is located.Write 30—40 words.Write on your Answer Sheet.MemoPART TWO: 20%Read this part of a letter from the manager of a conference center.Write a letter to Mr. Green：confirming the date of the booking；telling him how many trainees will attend；informing him what conference equipment you will need；asking if your company will receive its usual 10% discount.Write 60—80 words.Write on your Answer Sheet.《商务交际英语》第11页共11页。
国家开放大学电大专科《商务交际英语(1)》2021期末试题及答案
国家开放大学电大专科《商务交际英语（1）》2021期末试题及答案（试卷号：4015）盗传必究L MULTIPLE CHOICE. （10 小禽，每小题 2 分，共20 分）Choose the letter indicating the best choice to complete each sentence or answer eachquestion.L Communication is the process of•A. sending messages*B. receiving messages.C. sending and interpreting messages.2. Messages sent without words arc communications^A. oralB. verbnlC・ nonverbal3. The communication barriers that exist inside the sender or receiver arc called •A. internal barners.B. external barri<frs>C> communication barriers.4. A Idler from rhe vice president of sales to a client is an communication.A. oralB. internalC. cxternnl5. A memo to a coworker thanking her for her support on a project is to •A・ state a policyB. promote goodwillC・ provide a record6. A is a formal report that describes a problem and recommends a solution.A. memoB. letter5 C. proposal7・ reporisi prr^rni mfonnatian nnd include Intlc nnolyMiBLA. FormalK InformnlC Inlornwnonnl机arr ortfnntxccl in indirect ordrnA. P OMHIVCIt NrgJihvrC. Nrutr/il9. In a lettcrt in NOT • neccnsary purt«A. the aubjccl lineH・ the addressC. the daielinr10. Prout rending i> the prtKcn* o(the mcA»ng<%A. plunninHH. orKnnixinKC. reviewing11. TRUE/FALSE (10 小■. •小・2 分.共20 分)Write A I in the »pace provided If thv slntrmcnt i« true Write nn F in I he xpiicc If the xtalcmcnl h fulM?. Your Judgnwnt should be hnKrd on your undrrsUncling of the course liookeIL Thr nrndvr i» rcnpon»iblc for rmdiriK nnd lititrnmK cflectivrlya12. There wrr two participants in rhe communicutian procr侦the mo%ngc and thr receiver.I3・ A purtixroph must have nt Iciwt three sentences to br complrtr.H- In a direct order> lhe mmn idra should be placed (ir»t.15. A Tnuhiculturnl society m one that made up of people from rnnny cultures*16. All Koodwill tellers require supporting inforrnntiom17 Instant mc»MUKc converiMitioiiA arc inforrnAl】8・ 1( posMiblce n memo ithould be limited to onr19. A CriendMhip letter munt have AUpporting informatioru20. A forrnttl report hns three mnin p«rt»i prclirninAry part9i» body, and RUppletnrntary pnrtMaHl. READING COMPREHENSION. (10 小■ .每小U 2 分，共20 分)Rend the followInR two pmsagoi and answer lhe queKtions.Pasaagc OneF>ctcr Chnnft is nn employee of thr U. S. Deportment of Agriculture in lhe northern nation of the SanJoaquin Vnllcy in Californm-onc of the mpil productive agricultural arcaB in thr world. Rrccnily* Prtcr was promoted to thr ponition of agnculturrl loan clerk.In hin new position* hr hm many reports to read report» from (armrn* who arc applying for loaneii atntus reportN from fnrmern who hnvc received loiingi wnd reportn (rorn hi* employer > the fcdernl government • on new I OAD programs^After redding no many E>om, Peter wondrrn. M Why arc reporta so di什Some are long, some are »horte Some are simplet some arr complex- Some nre easy to rend. Horne arc difficult to read# Some arccoherent• some ACT not> Sonw make rccommendnlions♦ some do not. Why ftre reports so different?21. The San Joaquin Valley in California is one of the most -A. famous industrial areas.R popular tourist attractions>C- productive Agricultural area^.22. What does Peter do in his new position?A. He reads many reports from several aspects.K He writes many reports for farmers and bank».C. He is in charge of investment and mftrketing>23. Why the fanners write reports to Peter?A. To make conclusionsB・ To apply lor loans.U To do business with him#24. From reading report51 Peter find* that•A. most of the reports are well written.B. farmers are goo<i at writing reports.C・ the reports show great difference.25. What do you think the author will talk later?A. The difficulty of the formers.B. The position of Peter's supervisor#C・ The reasons causing difference of reports.Passage twoI he people that an organixation employs arc probably its greatest resource. That is why the manftgement of personnel should be constantly reviewed and improved.Bnscd on the organization^ general policy and strategy> surveys should be curried ou! lo obsess whether or not staff are satisfied with their jobs. Actions then should be taken to make sure that staff do have job sntisfaction>First, it is essential to recruit the right person for the job. People skills should be classified nnd mulched to the organiMtion r s requirements. Second, it's also important 10 dzdop peopled skills by training, not just at the start of their job. but throuRhout iheir career. Training plans should be established and training should be reviewed constantly. Third, developing people through teamwork is very important. Staff should kd that they arc working together and not by themselves. Last but not least> people should not necessarily stay in the same jobs throughout their career- They should be employed in lhe job where they are moMt effective- Developing their careers is important>26・ Whnt is the article mainly talking about?A. Personnel training.ManAgmorHofpersonrwLQImpcr-anc 。
2011开放英语期末复习指导
第一部分：交际用语C 1.well,mary,how are you? I’m fineA 2.Let’s take walk. Yes,let’sA 3.I think the Internel is very helpful. Yes,so do I.C 4.Hello,could I speak to Don please? Who’s speakingB 5.What kind of TV program do you like best? It’s hard to say,actuallyC 6.What subjects are you studying?I’m studying philosophyB 7.Which language do you speak at home?English ,most of timeC 8.Must we hand in our homework now?No,you needn’tA 9.Do you think the exam will be put off? Not likely C 10.In my opinion,you’d better take a coupie of days off. I’ll take your adviceC 11.Hello,Sally.How’s everything?Just so-so .A12.Excuse me would you lend me your calculator?Certainly.Here you are.B 13.What kind of TV program do you like best?It’s hard to say ,actually.B 14.Could you tell me where Mr.like is?At the office B 15.What would you like ,tea or coffee?Coffee,please.第二部分：词汇结构C 1.He is very keen (on)football.C 2. Let’s go to the cinema,(shell we)B 3.He asked me where(I came)from.C4.The teacher told(me off)for being late for classA5.He was （over the moon）about his new job,B6.Are you still here?You were here half an hour an hourago.Who (are you waiting)for?B 7.(What)I enjoy most is(that)Ican have a holiday from work.A8.You(ought)to exercise more.A9.They(have been driving)for hours.A10.（Spending）all your money in the first week is not a sensible strategy.B11.He is looking forward (to writing )his thesis.B12.I (asked)her to marry me and she agreed.A13.You like piaying football,(don’t)you?A14.(Exercise)every day for 20 minutes.C15If he was fitter,he(would)live longer.B16.I regret(to say) that I’m unable to help you.C17. I have given(up)eating meat.C18.She comes from(the)People’s Republic of China. C19.The boy (has been take) to school already.A20.(Most of)these children know the answer.A21.The next train to Beijing is due here at 3’o clock. B22.He goes to school by bike ,and the journey takes half an hour.A23.That is the dog whose name is Henry.A24.He has been working in the laboratory the whole morning.C25he piay had already stared when we got to the theatre.A26.Those cakes look nice .Can I have one.B27.We need to repair the machine.C28 When was the building completed.B29.She was very concerned about her mother’s illness.C30.Who is responsible for breaking the window? 第三部分：完形填空1.Traffic in India means a mixture of all kinds ofvehicles on the road About 700,000 new cars…..（短文内容略）选项答案ACBCBACBBC2.The ancient Olympic Games ___part of a religiousfestival in honour ____the Greek got Zeus ,the fatherof all Greek gods and goddesses.(短文内容略)选项答案BCCABABCAC3.In the UK,in business,when you meet someonethe first time you shake hands and say ,”How do youdo ?”.This is not really a question ,and the replyit is another greeting such as ”How do youdo ?”or”Hello “or “I ‘m very to meet you“………(短文内容略)选项答案BCBACABCAC阅读理解一.Mre Sharp,a large,red-faced woman in her latesixties,has lived in Greeenleas,a ‘now town’inthe countryside outsideLondon,since1958.Before that she lived inBethnal Green,an area of inner London.She wasmoved to Greenleas by the local authoritieswhen her old house was de-molished.(余下内容略)C 1.Why did Mrs.Sharp have to move to Greenleas?Because her house in the downtown area wasknocked down.B2.When she got married,she lived together with herparents for some time.B3.Why did she know so many peopie?Because theywere either her relatives or schoolmates.C4.The sentence”I had one neighboue who wasalways poking her nose into our business,”In the lastPara.means I had one neighbor who always showedher interests in our private affairs.C5.What does this passage mainly deal with? WhatMrs Sharp’s life is like in the “new town”二.When I was a little girl ,my brothers and Icollectedstamps for many years.My mother didn’t use to workduring the week,but she worked in post office near onSaturdays,and she used to bring home all the newstamps as soon as they were issued .(余下部分略)C1.This passage mainly tells us the author and herbrother had got an unforgettable experience incollecting stampsB2.According to the passage,her mother worked inthe post office on SaturdaysA3.Their mother told them to go to the post officestraightaway after the match if England won ,but shedidn’t tell us why .Do you think why she did that?Shewanted to give them a surprise.B4.What does the sentence “We were over themoon.”mean?We were extremely happy about it.A5.What is the best title for this for this passage?MyChildhood三Anna is our only daughther.My wife and Ihavetwo sons ,and Anna is the youngest in the family ,butshe’s twenty………..(余下部分略)A1.According to the passage, when Anna was achild ,she got an illness.B2.It can be inferred from the passage the authorthinks looking after little children is mainly a woman’sresponsibility.C3.What does “take after “mean in the first sentenceof Para.2?look likeB4.My daughter and I have little in common in termsof character.A5.From the passage,we can see the author’sdescription of his daughter is affectionate.判断正误一.There have been changes in all sorts of differentareas of different areas of British society .In recentyears in the UK we have had a very large increase inthe number of couples who get divorced.(余下短文略)F1.The highest divorce rate was around 1969.T2.The marriage rate has gone down in recent years.F3.Forty prrcent of babies born today have parentswho are not-mar-ried.F4.Nineteen per cent of lone parent families areheaded by women .F5.The birth rate is increasing at the moment.二The police in England are not normally armed,andif think or know that someone has and may be goingto commit an offence ,then they have a team ofspecially teained officers ,who carry firearms.(余下短文略)T1.The police in England are not armed.F2.The police officers officers have to pay for the dogs.F3.The dogs are kept in the garden because they areaggressive.T4.The writer’s dog becomes excited when it’s time togo to work.F5.The writer’s dog barks when it sees a criminal iscoming.三John Preston lives in a flat in north London .Hemoved there after his wife died four years ago to hisdaughter =’s family ,and because his gotolder ………(余下短文略)F1.John lives in the centre of London .F2.The agent hasn’t done anything to John’s flat.T3.June and Pete live near to John.T4.There are broken windowpanes in theconservatory.F5.The front of the house is in a good state.所有写作部分（作业和蓝本的）1.业余爱好所给单词：benefit form In my spare time raising flowers cycling maintain a mental and physical balance短文题目My Hobbies内容：I am a company personnel, I work five days every week, in my spare time, I like to plant some flowers, because flowers can be cheerful mood and beautification of my living environment. Besides growing flowers I also like cycling outing, me from my hobby benefit, maintain mental and physical balance.So I suggest that in tight life, everyone should keep good amateur life habits! So can make our bodies become healthier! Reduce the occurrence of various diseases.2.住在大城市的优缺点所给单词：city life is attractive with its advantages and conveniences supermarkets or shopping malls dine out expansion of the city flowing into短文题目：Living In A Big City内容：City life is attractive advantages and convenient, there are many supermarkets or shopping malls , dine out very convenient also, but the expansion of the city to the different population flowing into, make the city more crowded, noisy. Rising prices, housing insecurity. Let city life become busy.Cities face solve more people of employment and housing problem, fierce competition let people felt a great work pressure, house prices rapid growth for more and more people unreachable. City life in bring convenience of also brings a lot of problems!3.办奥运会的益处所给单词：have a major effect on the economy bring international prestige to the country The host cities are permanenently improved be rewarding短文题目：The Advantages of Hosting The Olympic Games内容：First, it has a major effect on the economy.It can creale many opportunities to develop the economy. Second,thousands of thousands of tourists come to the games and the host city will quicken its construction of infrastructure .In the end ,it brings international prestige to the country.Third,it can arouse common people’s interest in English,so English-learning is prevailing.As a result,it is good for our fellow-citizens to improve their English. The host cities are permanently improved:So hosting the Olympic Games is rewarding. 4.生活中的变化所给单词：There have been many changes in my life/be better off/preserved pickles cramped ande gloomy room to a big and bright flat /getting around 短文题目：Changes in Life内容：Over the past twenty years or so, great changes have taken place in our life. Take my family for example.My parents contacted others mainly by sending them letters in the past. But now we Call long distance at home. And once my parents listened to the radio for news and other information. But now we get the news by watching TV. Another big change is in my living conditions. When they got married about twenty years ago, my parents lived in a small room crowded with fiirniture. But now we have moved into a big new three-room apartment. In short, our life has become comfortable and convenient.5.如何保持健康所给单词：it is necessary to keep a balancrd diet /had better /it is important to do regular exercises /it is essential to keep high mood /renew our spirits and releasa our stress /be bound to keep healthy短文题目How to Keep Healthy内容：It is absolutely necessary to take some exercise every day. Research shows that getting plenty of exercise make the heart beat faster and the lungs work harder. This strengthens the heart, reduces the chance of heart attack, and helps lower blood pressure. That's why more and more people are becoming active in various kinds of sports and exercises. Every morning many people get up early and take much exercise. Some practice shadowboxing and swordplay while others run, jog, walk or dance to music. In the afternoon, there are also many people keen on sports. Some play basketball or volleyball or table tennis, others go in for gymnastics or track events. Through sports and exercise, people become healthier and stronger.6.电大生活所给单词：be engaged in long distance education /web-based courses /join online discussion forums /send our homework to the tutor /solve the difficulties and puzzles in tutorial短文题目：My TV University Life内容：I am engaged in long distance education. My web-based courses are English, Chinese, Computer, Maths, Politics, etc. I like English best. We can join online discussion forums, but it's very difficult for me to understand what the speaker says. Every day we complete our home work on the computer and send our homework to the tutor, though sometimes he or she is not online. He or she will solve the difficulties and puzzles in tutorial. I love my TV University life.第一部分: 交际用语(每题2分, 共10分) 一、阅读下面的小对话，从A, B, C, D四个选项中选出一个能填入空白处的最佳选项。
商务交际英语(1)考试样题与讲评.doc
湖南广播电视大学开放教育英语专业专科商务交际英语（1）考试样题与讲评木课程终结性考试以测试读、写技能为主，考试内容包括课程屮有关的商务知识及技能运用。
考核对象是广播电视大学英语专业专科商务方向学生。
课程终结考试占课程总成绩的70%o课程终结考试形式为笔试，闭卷。
由中央电人统一命题，在同一时间全国统一考试，考试时间为90分钟。
试卷分为五部分，卷面分值为100分：第一、二部分为基础知识，占20分，主要考查学生对商务交际英语基础知识的掌握；第三部分为阅读理解，占20分，主要考查学生的阅读能力；笫四部分为翻译，占20分；主要考察学生的翻译能力；笫五部分为写作，占40分，主要考查学生用不同商务文体进行英语写作的能力。
木课程终结考试的命题依据为屮央广播电视大学开放教冇英语专业专科商务英语方向的教学计划、课程大纲和课程教材——《商务交际英语》（上册）。
木课程考试重点测试学生用英语进行商务交际的基木能力。
学牛应掌握适应不同商务交际目的和不同场合的正确的书面交际的基本技能；能通过阅读获得主要的商务信息；并能进行英译汉段落翻译；用英语写作不同的商务文体。
根据教材所涵盖的有关题日，交际功能以及与教材难度相当的语言材料命题，涉及教材的内容不少于60%o木课程终结考试为闭卷考试，考生不得使用任何形式的参考资料、电子读物或工具书。
试卷结构、记分与时间分配等见下表模拟试题：第一部分是选择填空，测试的内容是有关商务英语交际的基础知识。
每题1分，共10 分。
1 ・ Which of the following is NOT an external barrier to communication?A. Motivation or interests.B. Environmental factors such as lighting and heat.C・ A closed or authoritarian climate.D. An open climate in which communication flows easily.题目问的是哪一项不属于交际的外部障碍，B,C,D三项都是外部障碍，只有A项是内部障碍，答案是A。
考核说明 商务英语1 国家开放大学
“商务英语1”网络核心课考核说明“商务英语1”是为国家开放大学管理类专业（专科）开设的公共英语课程；本课程的教学目的是：学生应能掌握一定英语语言基础知识和基本技能，具有初步的读、听、说、写能力；同时，了解商务活动中最基本的英语词语及表达方式，能在涉及金融学、会计学、市场营销、物流、工商管理等专业的职场活动中进行简单交流；并为今后职场英语应用能力的进一步提高奠定基础。
为指导“商务英语1”课程的考试命题和组织工作，帮助学生复习本课程，并为检查教学质量提供依据，特制订本考核说明。
一、考核对象国家开放大学经济类的金融学、会计学、市场营销、物流、工商管理等专业以及选择本课程的其他专业的学生。
二、考核方式本课程的考核采取形成性考核与终结性考试相结合的方式进行，形成性考核占课程综合成绩的50%，终结性考试占课程综合成绩的50%。
课程综合成绩达到60分及以上（及格），可获得相应学分。
1.形成性考核形成性考核为本课程的学习过程考核，旨在引导学生注重学习过程，按照教学要求和学习计划完成学习任务，强化对学生自主学习过程的指导和监督。
形成性考核由8次形成性作业以及整个课程学习过程的综合评价构成。
形成性考核通过在线学习记录来完成。
形成性考核以百分计，然后根据要求折合成相应分数。
在线形式完成的形成性考核具体包括以下内容：1.单元自测：学习完每单元后，完成单元自测，每次自测成绩在形成性考核中占10%。
2.综合测试：学习完课程后，可以进一步完成综合性测验，熟悉实际考试题目类型、难度、结构等。
这部分不计分。
3.学习行为评价：辅导教师（面授辅导或远程在线辅导）根据学生各个单元内容学习完成情况，相关资源浏览情况等学习行为表现，为学生进行综合评价，占形成性考核的20%形考任务预备知识形式权重单元自测1Job Interview求职面试测验10%测验10%单元自测2A Business Meeting商务会议测验10%单元自测3Project Development项目拓展测验10%单元自测4Packing&Transportation包装运输测验10%单元自测5Facing Complaints投诉应对单元自测6Accounting会计业务测验10%测验10%单元自测7Banking Operations银行业务单元自测8Trademark Affairs商标事测验10%务学习行为评价教师评价20%合计100%2.终结性考试终结性考试为本课程的学业考核，旨在检验学生学习本课程的结果和教学支持服务的效果。
商务交际英语（1）期末复习指导.doc
商务交际英语（1）期末复习指导.doc(2009.06.10)商务交际英语(1)期末复习指导(⽂本)杨启宁：商务英语教学：看来电⼤系统的英语教师们在商务英语教学⽅⽽积累了很多经验, 希望⼤家能踊跃参加讨论，介绍⾃⼰的宝贵经验！杨启宁：Hope someone can join us.李艳勤：Ii would like to join in ,what should Ii do ?刘世伟：I think we can benefit from this discussion.杨启宁：第⼀章与第⼆章学习过⽊课程的学⽣经常对于这两章的内容感到不好把握，认为这两章内容太细了，概念乂多，是在难以抓住学习重点。
第⼀章介绍了交际的定义，为什么⼈类要有交际活动？交际活动中重要参与者都是谁？他们怎样进⾏交际活动？这样捋⼀下，对于理解学习内容是否令帮助？杨启宁：欢迎评论！李艳勤：交际的定义是不是瑕好都记下呢？王姣：如果⼈与⼈这间没有了交流，你能想象得到这个世界会变成什么样吗？刘世伟：Thank you for your summary.周可宝：是的，现在的学⽜⽐原来很不⼀样，很多学⽣⽐较浮躁，上课的时候只耍要考试巫点，我们有时候真是⽆能为⼒。
阿呵杨启宁：第三、四、五、六章接下来的这四章的教学内容都是有关商务交际活动中的具体技能。
曾经有同学问过，为什么这么多写作的内容？殊不知，写作，尤其是写出复合规范的商务⽂体，这是交际活动中最为重要的⼀项技能。
俗话说，⼝说⽆凭，尤其是涉及经济利益的商务活动，更需要⽤载体记录。
E-mail的写作，备忘录的写作，商务信函的写作，会议⽂件的写作，都是商务活动中最基本的技能，也是我们在学习中要掌握的技能。
杨启宁：这部分内容难点在哪⼉呢?李艳勤：⽤英⽂写!!还有那些格式.周可宝：杨⽼师的准备很充分，觉得这样的讨论对于梳理学习要点很有帮助。
刘世伟：商务交际英语（1）的⽹上资源杨⽼师，您好。
商务交际英语（1）的⽹上资源有哪些？能否介绍⼀下？周可宝：You can just go to the course site and open the links as you want.杨启宁：Welcome! This afternoon, we are going to talk about English & Communication for Colleges. Welcome everyone to join us.周可宝：today's schedule is busy, we have so many courses at the same time to comunicate.杨启宁：You are right. Hope you can cope with.周⼩梁：Professor Yang, I'm sony I'm late. I tried to make it.杨启宁：You are welcome!周⼩梁：To be frank, I think the materials for preparing for final exams are needed desperately.周⼩梁：I mean, for us,the provincial and municipal universites.周⼩梁：So I'm here to ask for your help, professor Yang.周⼩梁：So I'm here to ask for your help, professor Yang.杨启宁：周⽼师：您能将贵校学⽣的学习难点介绍⼀下吗？可以发新帖。
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浙江广播电视大学
6119开放专科商务交际英语（1）
考核说明及复习提要
一、6119开放专科商务交际英语（1）考核说明
“商务交际英语（1）” 是中央广播电视大学英语专业专科商务方向的限选课程。
本课程的教学目的是培养学生掌握商务英语交流的基本知识和技能，为进一步学习后续的“商务交际英语（2）”和“商务英语写作”等商务英语课程打好基础。
本课程的重点是培养学生用英语进行商务交际的能力，提高读、写和听、说的综合能力。
通过学习有关商务活动的实用材料，学生应熟悉并掌握主要的商务英语和用法，并了解和掌握当代商务活动中的基本交际知识和技能。
考核方式包括形成性考核和课程终结考试。
课程终结考试以测试读、写技能为主，考试内容包括课程中有关的商务知识及技能运用。
一、考核对象
浙江广播电视大学英语专业专科商务方向学生。
二、考核方式
本课程的考核采取两种形式：形成性考核和课程终结考试。
课程总成绩以百分制计。
形成性考核占30%，课程终结考试占70%。
1. 形成性考核：满分100分，占课程总成绩的30%。
形成性考核是对学生学习过程和阶段性学习效果的综合评价，包括学生参与各项教学活动和自主学习活动的情况以及阶段性的学习进展情况。
本课程的形成性考核内容和方式严格按照“形成性考核册及学习档案”的具体要求执行。
2. 课程终结考试形式为笔试，闭卷。
由浙江电大命题。
考试时间为90分钟。
试卷分为五部分，卷面分值为100分：第一部分为选择题，占20分；第二部分为正误判断，占20分，第一、二部分主要考查学生对商务交际英语基础知识的掌握；第三部分为简答题，20分，第四部分为阅读理解，占20分，主要考查学生的阅读能力；第五部分为翻译，占20分；主要考察学生的翻译能力。
三、命题依据
本课程终结考试的命题依据为中央广播电视大学开放教育英语专业专科商务英语方向的教学计划、课程大纲和课程教材―――《商务交际英语》（上册）和相应练习册。
四、评价目标
本课程考试重点测试学生用英语进行商务交际的基本能力。
学生应掌握适应不同商务交际目的和不同场合的正确的书面交际的基本技能；能通过阅读获得主要的商务信息；并能进行英译汉段落翻译。
五、命题原则
根据教材所涵盖的有关题目，交际功能以及与教材难度相当的语言材料命题，涉及教材的内容不少于60%。
六、试卷结构
考试部分考试内容考试题型分值
一基础知识选择填空20分
二基础知识正误判断20分
三简答题回答问题20分
四阅读理解根据短文回答问题20分
五翻译英译汉20分
二、6119开放专科商务交际英语（1）复习提要
一、选择题（每小题2分，共20分）主要测试学生对基本概念的理解和应用,参考练
习册每章的第一部分练习。
如：
1.Which of the following describes a memo written to a president from a department
supervisor?
A.Upward, formal, internal
teral, formal, internal
C.Upward, informal, internal
D.Upward, informal, external
学生对以下概念应该掌握：
the process of communication, the purpose of communication, the communication tips, ver bal and non-verbal messages, barriers to communication, responsibilities of participants, bo dy language, personal space, laterals communication, audience analysis, common channels of oral message, cross-cultural communication and the guidelines, challenges of diversity, d irect and indirect order, building strong paragraphs (including the five Ws), the purpose of memos and e-mails, communication overload, the common abuses of e-mails
二. 正误判断（每小题2分，共20分）选自练习册中的正误判断练习。
Write a T in the space provided if the statement is true. Write an F in the space if the statement is false.
__ Most business reports are written in formal report format.
三、简答题（每小题4分，共20分）选自练习册中的简答题练习。
Why is communication so important?
What is cross-cultural communication?
What types of diversity, other than cultural, might an American worker encounter in the workplace?
What is a receiver-oriented message?
What are three ways to make a sentence concise?
What is a soft sale?
How does the traditional memo format differ from the simplified memo format?
Identify and describe some common abuses of memos.
Why is it important for all business communications to promote goodwill?
How can cultural differences become communication barriers?
What types of diversity, other than cultural, might an American worker encounter in the workplace?
What are the four steps that should be used when planning a letter?
What are four types of biases to avoid in business communications?
How can learning about another culture aid cross-cultural communication?
Why is it a good idea to avoid using slang, jargon, and abbreviations when communicating with someone whose first language is not English?
What are the four techniques that can be used to state negative news tactfully?
What are the four parts of a traditional memo heading?
四、阅读理解（每小题2分，共20分）
选自课外
五、翻译（每小题5分，共20分）选自练习册中的翻译练习。
Communication skills are especially important when you communicate with people of diverse backgrounds. In addition to just writing or speaking effectively, you need to add elements of sensitivity, understanding and tolerance in your communication.。