商务英语沟通试卷
Part One（5%）
I ．Multiple Choice(1％x5=5%）
Directions: In this part, there are items 1-5. Choose the best answer A,B,C or D 1．All the following might affect your final message EXCEPT＿ A. age B. educational background
C. culture D. temper
2. Being responsive to individual differences, what language must you make a conscions effort to use? A. bias-free language. B. bilingual language C. formal language D. foreign language
3. When planning your communication, you should strive for＿that will serve you in much the same way a blueprint serves a builder or an itinerary serves a traveler.
A. a report B. an outline C. a document D. an idea
4. Which of the following is NOT of the common bases for idea sequence? A. character B. familiarity C. space D. importance
5. Which of the following is NOT effective use of E-Mail? A. check mail promptly
B. do not contribute to E-Mail overload
C. use E-Mail not only for appropriate message D. exercise caution against Part Two（95%）
E ．Gap-Filling (2％x5＝10%）
Directions: Complete statements 6一10，filling in each gap with a proper word or a phrase.
6. When revising, people should edit or rewrite messages for vividness， clarity，conciseness and readability.
7. Use graphics,visual aids and forms whenever possible because they simplify the message.
8. To. Minimize disappointment and maintain a positive relationship，it’a good idea to use the inductive for refusing requests for a favor, an action，or even a
donation.
9. If the title is longer than one line, arrange it in the inverted pyramid format；that is，make each succeeding line shorter than the line preceding it. 10.The four steps involved in. interviewing are: preparation，interchange, uation and action.
Ⅲ. T/F Questions（1％X5 =5%）
Directions：Decide whether statements 11一15 are true or false. Write“T\ \，and \”．
11, Team members at the performing stage of team development exhibit the following behaviors：commitment, cooperation, communication and contribution. T
12. The manager failed to sign the second copy of the engagement letter. F
13. Effective persuasive messages are built on multiple selling points interwoven throughout the message. F
14. During a presentation, the speaker should generally avoid jargon and technical terms. T
15. While some employers place heavy emphasis. on academic performance, others place more weight on an applicant's abilities and experiences. T IV. Term Definition (4% x4＝16%）
Directions: Explain terms 16一19 in English. 16. group communication
Group communication occurs among more than two people：a committee，a club，or all the students enrolled in a class. 17. redundancy
A redundancy is a phrase in which one word unnecessarily repeats an idea contained in an accompanying word. 18. flowchart
A flowchart is a step-by-step diagram of a procedure or a graphic depiction of a system or organization. 19. unstructured interview
An unstructured interview is a freewheeling exchange and may shift tram one subject to another, depending on the interests of the participants.
V. Short-Answered Questions(6% x4 =24%)
Directions: Answer questions 20一23 in English 20. What are the stages of the communication process model?（Describe the five stages, in the communication process using the following terms：（a) sender,（b) encode,（c) channel，（d) receiver,（e) decode, (f) feedback, and（g) interferences
or barriers.）
①The sender encodes the message.（1分） ②The sender selects an appropriate channel and transmits the message.(1分） ③ The receiver decodes the message.（1分） ④The receiver encodes the message to feedback to clarify misunderstandings. （1分） ⑤ The sender and receiver remove interferences or barriers that hinder the communication process. (2分）
21. What must you keep in mind when writing appreciation messages?
①be sent in a timely manner; (2分） ②avoid exaggerated，strong language that is hardly believable；（2分） ③ contain specific comments about the outstanding qualities or performsnce. (2分）
22. What techniques are useful for achieving coherence?
① Repeat a word that was used in the preceding sentence；(2分）
②Use a pronoun that represents a noun used in the preceding sentence；(2分） ③Use such connecting word；（1分） ④Use transition sentences.（1分）
23. How can presentation visuals he used to enhance a presentation?
①Clarifies and emphasizes important points；（1分） ②Increases retention from 14% to 38%；（1分） ③Reduces the time required to present a concept：（1分） ④Results in a speaker's achieving goals 34% more often than when presenta- tion visuals are not used；（2分） ⑤Increases group consensus by 21% when presentation visuals are used in a meeting.（1分）
VI. Graphfcs(10%）
Directions: Draw a line chart according to the given information.
24. Draw a line Chart. prepare the line chart showing the sales of Boeing, 1990－1996. 90 (300)，91 (450），92(470)，93(320)，94（280)，95(220)，96(210)．
VII. Writing(15% x2 =30%） 25. Composition（1）
Situation;
You are Zhanglin, sales manager of Lod Company, 56 Changan Street, Beijing,Tel: 010一88698234. You want to introduce your products to Mr. Gaojun, 123of N0.4 Street, Shenyang. There are over 800 colors and patterns to choose, and from Nov 5，2004 a 24一hour 20 percent off sale on all clothes are given to all the new customers. Task: Write a sales letter with the given information. LOD
56 Changan Sneer Beijing
(010)88698234 Nov 5,2004 Mr. Gaojun
123#, No. 4 Street Shenyang
Dear Mr. Gaojun,
We learned through a mutual business associate that you might be interested in some of our products. Lod Company bas been in business for more than 25 years and handles many kinds of clothes.
Over 800 patterns and colors are available for you to choose. And our products are reliable in qualities. You can also enjoy 20 percent discount when you
choose to buy our clothes now. And it is our pleasure to serve for you 24 hours per day from Nov 5.
If our line of business matches your needs, please feel free to call or write us We would be most happy to assist you in any way we can.
26. Composition (2) Situation;
You ate Kitty Lu, the Assistant Manager at Lord’s Booksellers. Your boss louise Harrison, says to you，“We have received some complaints recently about customer service. I want you to write a report on staff attitudes, general behavior and job satisfaction. I’d like the report as soon as possible so that we can improve the situation.”
Task: Write the appropriate report including any relevant information.
Report on Customer Complaints Terms of reference Louise Harrison has asked for a report on what the staff believe to be the causes recent customer complaints about the service they have received. Proceedings I discussed with various members of staff their feelings towards the company and their jobs. Findings 1. Many staff are dissatisfied because they have not bad a pay rise due to recession. 2. Some members of staff have not bad training since they started working for the company. 3. Staff are finding that the company does not stock as many books as usual and that customers are requesting many tides that are not in stock. 4. The supervisor was not replaced when be left last year and the staff do not have clear instructions regarding breaks, staff benefits and who to ask if they have questions Conclusions There seem to be a few reasons for staff dissatisfaction or confusion which might be causing customers to complain about service. Recommendations I recommend that we arrange for staff training and either promoting or finding a suit-able supervisor. Kitty Lu April 15，2005