VI. Внимательно прочитайте текст. К каждому абзацу подберите наиболее подходящий заголовок (a-н). Один заголовок лишний.

26. If you want your message to come across loud and clear, don't mutter or mumble. And wait until the call is over before you light a cigarette, sip some coffee or take a bite out of a sandwich.

27. Conversation is a two-way process, so make sure you give your caller a chance to have their say and try not to interrupt while they're speaking. Remember to ask questions as well as answering them, and try to show real interest in what your caller says.

28. If you have a flat, monotonous voice, you may give the impression that you are bored by what your caller is saying. Worse still, you may come across as a boring person! Put some colour in your voice and you will sound more interested, lively and enthusiastic.

29. Ignore those papers lying on your desk and don't be tempted to flick through the newspaper, however intriguing the headlines. Your caller will be able to tell if you're distracted and you will be considered rude. Just concentrate on one thing at a time.

30. What if you pick up the phone and realise that the caller is the last person on earth you want to speak to? Just try smiling! There's scientific evidence that the act of smiling actually makes you feel better! So by making yourself look cheerful, you will come over in a more friendly way, and you may well find the conversation goes better than expected.

31. You may need to look some information up or perhaps the doorbell will go just at that point. Instead of making the other person wait - suggest you ring them back.

32. If you have a tricky situation to deal with, an immediate phone call could be the best way to sort things out. The telephone gives you instant communication. So, don't delay - pick up that phone and deal with the problem promptly!

33. If you have an important call, keep a pen and paper nearby so you can jot down notes if necessary. Don't be afraid to double-check any points which aren't clear. It's also a good idea to summarise the things you think you've agreed before you hang up.

A. Don’t let you true feelings show.

B. Don’t postpone difficult calls.

C. Do try to avoid misunderstanding.

D. Do speak with expression.

E. Do speak as clearly as possible.

F. Do give the call your full attention.

G. Do establish good communication.

H. Do plan what you are going to say.

I. Don’t keep your caller hanging on.

VII. Выберите правильный ответ

34. The ______ of the magazine was very conventional.

a) outline b) scheme c) plan d) layout

35. We need to ______ and decide where we want to be in five years.

a) look ahead b) look through c) stand down d) go by

36. The machine uses much less fuel than the previous one. It is far more ______ .

a) sparing b) economic c) effective d) economical

37. After collecting all of the necessary information managers have to ______ the various actions they could take to sort out a problem.

a) occur b) direct c) identify d) put

38. The purpose of job ______ programmes is to increase workers’ motivation.

a) incident b) enrichment c) hygiene d) maintenance

39. The invoice still hasn’t been paid. It’s now two weeks ______ .

a) updated b) outdated c) overdue d) overpriced

40. This company, like most other internationally-known fashion designers, has, for a long time, had problems with ______ selling poor quality merchandise.

a) fashion b) counterfeiters c) copy-cat products d) fake goods

41. The frequency of ______ aircraft is related to inefficiency of medical assistance provided in flight.

a) overbooking b) strike c) check in d) diversion

42. The best form of advertising is free ______ which occurs when satisfied customers recommend products to their friends.

a) point-of-sale b) subliminal c) word-of-mouth d) hoarding