Part I MULTIPLE CHOICES (10小題，每題1分，共10分)

　　Directions: Choose the letter indicating the best choice to complete each sentence or answer each question:

　　1. What is the main purpose of a process description?

　　A. To enable the reader to describe things.

　　B. To explain how something works.

　　C. To describe what an object looks like.

　　D. To describe the parts of a mechanism.

　　2. Which of the following is required in all graphic aids?

　　A. A unique number for referencing purposes and a title.

　　B. A title and a graphic.

　　C. A title and a source line.

　　D. A unique number and a source line.

　　3. The main difference among transparencies, slides and computer presentations is______.

　　A. in how your audience sees the visual aids

　　B. in the time you use to prepare the visual aids

　　C. in how many visual aids your prepare

　　D. in the computer program you use to prepare the visual aids

　　4. Which of the following is a good example of an apology made to a customer for a mix-up in　an order?

　　A. “I’m sorry about that. Let me see what you should have received and I’ll fix it for you.”

　　B. “Oh I’m sorry, that must have happened during the night shift. I can fix that for you.”

　　C. “Well, I didn’t take your original order, but I can place a new order for you.”

　　D. “Oh, one of the trainees probably input the order incorrectly. Sorry about that.”

　　5. What is especially important when talking on the telephone?

　　A. Speaking clearly.

　　B. Speaking more loudly than usual.

　　C. Avoiding distractions.

　　D. Using a conversational tone.

　　6. When a verbal message and a nonverbal message disagree with each other, most of the time  we ______.

　　A. believe the verbal message

　　B. believe both

　　C. believe the nonverbal message

　　D. are confused

　　7. Effective listeners ______.

　　A. share the responsibility for communicating with the sender

　　B. listen and focus elsewhere if they already know about the topic

　　C. evaluate the sender and act accordingly

　　D. take notes on everything that is said

　　8. The three main parts of an oral presentation are ______.

　　A. an anecdote, a body and a summary

　　B. an introduction, a body and a summary

　　C. a quotation, an intermediate and a closing

　　D. an introduction, a body and a closing

　　9. Which nonverbal symbol has the greatest capacity to keep your audience involved?

　　A. Good eye contact.

　　B. A smile.

　　C. A hand gesture.

　　D. Casual clothing.

　　10. Sending a follow-up letter after an interview shows ______.

　　A. you are eager to please

　　B. you remember what you said during the interview

　　C. you know you are a serious contender for the position

　　D. you are interested in the job and want to know the decision