一、           簡(jiǎn)答（3個(gè)）

1.    What are 12 telephone tips?

1)    Fax or e-mail ahead if you want to make sure the other person has time to prepare for the call.

2)    Make sure you have with you all the documents you’ll need before you dial the number.

3)    The other person can’t my not understand you easily, so try to speak slowly and clearly.

4)    The other person can’t see your reactions, so always confirm that you have ( or have not) understood each point that’s been made. Don’t pretend you have understood when you haven’t.

5)    The other person can’t see what a nice person you are, so make sure you sound polite and agreeable.

6)    The other person hasn’t got all day, so make sure your call is brief.

7)    The other person is getting an impression of your firm while talking with you, so make sure that you sound efficient – your firm’s image may be at stake, even if you’re just taking a message.

8)    Don’t rely on your memory: make notes during a call and rewrite these notes immediately afterwards as a record of the call.

9)    Smile while you’re talking. Your listener can ‘hear’ your smile.

10)Don’t try to be funny – you may be misunderstood.

11)Don’t interrupt the other person: let them finish what they want to say.

12)Send a follow-up e-mail, fax or letter to confirm any important details (especially prices and numbers), so that you both have a written record.

2.    Different modes of communications:

1)    Face to face communication.

2)    Communication on the phone.

3)    Written communication.

3.    Four “Golden Rules” for writing a business report:

1)    Be accurate.

2)    Be brief.

3)    Be clear.

4)    Be decisive.

4.    What are 7 steps of planning a letter?

1)    Write down your aim: what is the purpose of this letter?

2)    Assemble all the relevant information and documents: copies of previous correspondence, reports, figures, etc.

3)    Arrange the points in order of importance. Decide which points are irrelevant and can be left out. Make rough notes.

4)    Write an outline in note form. Check it through considering these questions:

• Have you left any important points out?

• Can the order of presentation be made clearer?

• Have you included anything that is not relevant?

5)    Write a first draft, leaving plenty of space for changes and revisions.

6)    Revise your first draft by considering these questions:

• Information: Does it cover all the essential points?

Is the information relevant, correct and complete?

• English: Are the grammar, spelling and punctuation correct?

• Style: Does it look attractive?

       Does it sound natural and sincere?

       Is it clear, concise and courteous?

       Will it give the reader the right impression?

       Is it the kind of letter you would like to receive yourself?