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Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct word or phrases that best fits each of the numbered blanks.

HOW TO AVOID MISCOMMUNICATION IN THE WORKPLACE

        As a small-business owner, you can avoid many problems simply by improving communication in your office. By clarifying everyone's expectations and roles, you'll help to (30) _______greater trust and increase productivity among employees. Here are a few tips for doing so. 

       Practice active listening. The art of active listening includes (31)_______ close attention to what another person is saying, then paraphrasing what you've heard and repeating it back. Concentrate (32)_______ the conversation at hand and avoid unwanted interruptions (cell phone calls, others walking into your office, etc.). Take note of how your own experience and values may color your perception.

        Pay attention to non-verbal cues. We don't communicate with words alone. Every conversation comes with a host of non-verbal cues - facial expressions, body language, etc. - that may (33)_______ contradict what we're saying. Before addressing a staff member or (34)_______ a project conference, think carefully about your tone of voice, how you make eye contact, and what your body is "saying." Be consistent throughout. Be clear and to the point. Don't cloud instructions or requests with irrelevant details, such as problems with past projects or issues with long-departed personnel. State what you need and what you expect. Ask, "Does anyone have any questions?" Demonstrate that you prefer questions up-front as opposed to misinterpretation later on.

Điền vào số (33)

A. intentional

B. unintentional

C. intentionally

D. unintentionally

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct answer to each of the questions from 38 to 42.

  Body postures and movements are frequently indicators of self-confidence, energy, fatigue, or status. Cognitively, gestures operate to clarify, contradict, or replace verbal messages. Gestures also serve an important function with regard to regulating the flow of conversation. For example, if a student is talking about something in front of the class, single nods of the head from the teacher will likely cause that student to continue and perhaps more elaborate. Postures as well as gestures are used to indicate attitudes, status, affective moods, approval, deception, warmth, arid other variables related to conversation interaction.

  The saying “A picture is worth a thousand words” well describes the meaning of facial expressions. Facial appearance – including wrinkles, muscle tone, skin coloration, and eye color-offers enduring cues that reveal information about age, sex, race, ethnic origin, and status.

A less permanent second set of facial cues-including length of hair, hairstyle, cleanliness, and facial hair-relate to an individual’s idea of beauty. A third group of facial markers are momentary expressions that signal that cause changes in the forehead, eyebrows, eyelids, cheeks, nose, lips, and chin, such as raising the eyebrows, wrinkling the brow, curling the lip.

  Some facial expressions are readily visible, while others are fleeting. Both types can positively or negatively reinforce the spoken words and convey cues concerning emotions and attitudes.

Facial expressions

A. cannot convey emotions

B. cannot reinforce spoken words 

C. can only express negative attitudes

D. can be either visible or fleeting