I.

LISTENING COMPREHENSION
Section 1: Listen to a man talking about the impact of email on his
life, then complete the summary below with NO MORE THAN TWO
WORDS from the recording.
Summary:
Before computers appear, the man often wrote one or two letters(1) a
week. But now, with email, he is kept busy because his inbox is rarely
emply (2). One problem is that most of them are not interesting (3). They
are called junk mails: thư rác, also known as Spams (4) which contain
marketing information. On the other hand, he can get quick replies: phản
hồi nhanh via email, especially from a company in another country (5).
Section 2: Listen the introduction of a presentation, then complete
the summary below with NO MORE THAN FOUR WORDS from
the recording.
Summary:
Nicole Shaw is talking about how to make a good presentation to help
people overcome the fear of speaking in public (1). Her presentation
includes four parts (2). She starts off by talking about plaining and
preparation(3). Next, she instructs how to open a presentation and also
mentions tips (4). Then, she gives advice to end the presentation. Finally,
body languages (5) are also brought up.
Section 3: Listen to the talk, then answer the questions below with
NO MORE THAN THREE WORDS from the recording.
1. What new way do junk food producers try to sell their products to
children? Internet games
2. Where do food companies advertise to children? On the web
 3. According to the report, how are online ads compared to TV ads?
More efective
4. What do the food makers add to the games? Logos and advertisments
5. Who do they encourage kids to email about their brands and products?
friends
Section 4: Listen to a Call Centre conversation between a Customer
and an Agent, then answer the questions below with NO MORE
THAN FOUR WORDS from the recording.
1. What did Mr. Anderson leave on phone for Ashok Desai? A message
2. What did Mr. Anderson have trouble with when he used the computer
software to work? IT system
3. What was the first problem of the computer involved? Password
4. Who can help to fix the problems? technicians
5. When does Ashok Desai promise to ring Mr. Anderson back? In half
anower
II. READING COMPREHENSION

Passage 1: Read the following passage, then complete the summary below
with NO MORE THAN TWO WORDS from the text.

How to Create an Effective: hiệu quả Small Business Advertisement

Ever dabbled in print advertising, or thought about it? I’ve done marketing for my
family’s small business for the past 10+ years and I’ve learned a few things about
making advertising look professional even on a tight=any budget. My family’s
business, like a lot of small businesses, doesn’t have the time or resourcesi to have
ads professionally madeii. So what’s a small business to do? There are some tips,
tactics and examples of small business advertising; what they’re doing well, plus,
what can take their ads up a notchiii. But first, here’s what you should include in
every advertisement:

1. Your logo or business name – If your business’s logo/name doesn’t contain what
you do, make sure to clarifyiv that in the ad. For example saying “Klimisch’s Inc
Collision Repair” instead of just “Klimisch’s Inc.”

2. A CTA (call-to-action)v with supporting contact information – Say exactly why

people should contact your business and what you can do for them. For example
“Call us at (415) 000- 0000 to save money on home insurance today.”

3. Additional information about what your business does and how you intendvi to
help your potential customervii. Don’t go overboard with copy because you want to
make sure they can read it quickly and easily.

4. Supporting visual elementsviii like=such as a photo or graphics. This can be your

logo, a picture of your business, or a graphic related to your business.

Summary:

Advertisement plays a vital role in both large and small businesses despite any
budget (1) you can afford it. Firstly, your ad should contain (2) your main job
together with your logo or business name (3). Besides that, it is important to
explain the reason why customers need to contact (4) your business. In order to
attract more customers, you can also use some visual elements (5) such as:
graphics or photos of your business.

Passage 2: Read the following passage, then complete the summary below
with NO MORE THAN TWO WORDS from the text.

Seven steps to successfully handlingix complaints

Step 1: Listen carefully and thank the guest. Listening will help you properly
identify the complaint. Listen with your eyes and your earsx by observing verbal
and body languagexi. Always show sincerity and concern for the guest’s feelingsxii
and thank them. For example, say, “Thank you for making us aware of this”.

Step 2: Ask questions and repeat the complaint. This will ensurexiii that you have
understood the concern properlyxiv and can act on it immediatelyxv, and correctly
solvexvi it the first time. For example, say, “Let me verify…you wanted your steak
cooked medium rare… is that correct?”

Step 3: Apologize sincerely. This shows respect for the guest’s feeling. Fifty
percent of service providers do not offer any apology. Always take full
responsibility for the complaint, whether or not you feel it is valid or your fault.
For example, you might say, “I’m sorry for the mistake…please accept my
apologies”

Step 4: Empathize with the guest. This helps the guest feel confident you are on
their side and partnering to work with them. For example, say, “I understand how
you feel.”

Step 5: Explain corrective action/ alternatives. Place guests at ease by informing

them immediately how their complaint will be resolved. For example, you might
say, “I’ll talk with the Chef/ Cook now and have him/ her prepare a new steak.”
Meanwhile, you may consider delivering a complimentary appetizer to the guest.

Step 6: Promptly resolve the issue. Generally speaking, the quicker you correct a
situation, the easier it will be to resolve. The longer you take to resolve an issue,
the greater you run the risk that your guests’ emotions will escalate, making the
situation more difficult to resolve. Make every effort to quickly turn negative
situations into positive ones.

Step 7: Follow up, thank the guest, and apologize again. Follow up to ensure guests
are happy and have everything they need. Thanking them and apologizing again –
will show appreciation for their feelings. For example, say, “Thank you for
bringing this to our attention, and again, please accept our apologies.”

Summary:

There are seven steps dealing with customers’ complaints successfully. First, after
listening to the complaints from the guests, you should repeat (1) them =
complaints and make questions to assure that you have understood the problems
precisely. In order to show respect to the guests and willingness to take full
responsibility for the concerns, you, as a customer service staff, need to make
excuses sincerely (2). When hearing guests’ complaints, you should Empathize (3)
with them so that they become less stressful about the problems they have. You
must solve the complaints from the guests Promptly (4) because the situation will
become harder if you prolong the time to resolve it. When the problems are solved,
you still need to Follow up (5) to make sure that the guests are satisfied with the
way you handle their complaints.

Passage 3: Read the following article, then answer the questions below with NO
MORE THAN THREE WORDS from the text.

Reasons to master the art of chatting

You're the hardest working person on the team and your results are always
impressive. But do you know how to make small talk, or do you find yourself
tongue-tied when occasions requiring it arise? Here are some reasons to master the
art of chatting and tips for doing it correctly.

Small talk is the social lubricant that encourages group bonding and cooperation.
Ignoring people and social niceties can get you labeled as snobbish or rude.

Being shy (or 100 percent work-focused) is not a reason to avoid casual
conversations. How you present yourself matters because colleagues and managers
form an overall opinion of you partly based on your public persona. Sometimes, a
smile and a "hi" or "good morning" are sufficient. But when the occasion calls for
more, stick with safe topics. There's always the weather when you need to shoot
the breeze: "Horrible weather we've been having lately." "Can you believe this
rain/snow/wind/heat?" Other suggestions:

o Current events

o A restaurant you just tried

o Sports o A movie you've been wanting to see

Stay away from:

o Anything involving politics, religion or controversial topics

o Office gossip

o Health problems

o Your personal life

Small talk isn't helpful just with your co-workers. When meeting with clients or
vendors, similar conventions apply. Before getting down to business, break the ice
with small talk. Since these relationships are typically more formal than the ones
you have with fellow employees, avoid topics that even hint at disagreement or
controversy.

While soft skills such as verbal communication are part of building strong work
relationships, it's important to respect other people's space. Here's where reading
social cues come in. For example, when people are on their smartphone or reading
in the break room, that's a signal they're not interested in a long conversation;
acknowledge them when you enter the room, but don’t just approach them and
start talking. But if they put down whatever they're doing, that's your cue that it's
OK to engage in small talk.

1. What can improve the relationship among people in a group? Small talk

2. What do your coworkers base on to form an opinion of you? your public persona

3. What is the first small talk topic that the author recommends? weather

4. Who should you make small talk with apart from your colleagues? clients or
vendors

5. What should you do when people don’t want to start a conversation?

acknowledge them

Passage 4: Read the following letter, then answer the questions below with NO
MORE THAN THREE WORDS and/or A NUMBER from the text.

206C Park Lane

Austin, Texas 7875

Director of Consumer Relations

American Airways

DFW Airport
Dallas, Texas 7544-4845 11 February, 2021

Dear Sir,

I am writing you concerning a round-trip flight from Austin, Texas, to Detroit,

Michigan that I made on December 10th, 2016. Travel demands have made me a
consistent patron of American for the past six years. In that time, service on your
airlines has always been good to excellent, but an interruption in service on the
flight mentioned above has prompted my request for a 50% airfare discount on my
next flight.

Here is what happened on December 10th. While changing planes during the return
trip at DFW Airport, I was informed that our flight would be delayed. After two
hours, we boarded the plane we had just left in order to meet our Chicago
connection in Dallas. After take-off from DFW, our pilot casually informed us that
we should be impressed by the fact that the Dallas Cowboys football teams had
just left our seats. This was the only explanation of our inconvenience.

I believe that this re-routing was done purely for promotional gain and was in no
way mechanically or technically necessary. As a loyal patron of American
Airlines, at least until this point, I have every confidence that the compensation I
request above will be provided, considering the high standard of service and
consideration your company has demonstrated.

I appreciate to receive your prompt reply.

Yours faithfully,

James Pathson

1. How long has James been a loyal customer? Six years

2. What is American Airlines required to compensate his inconvenience?

3. Which word has the same meaning as “return” in paragraph 2?

4. Where did the traveller wait for the transit flight?

5. According to the letter writer, what is the main purpose of the delay?
promotional gain

Passage 5: Read the following passage, then answer the questions below with
NO MORE THAN THREE WORDS and/or A NUMBER from the text.

Effective Multi-Cultural Meetings

Culture is different in different countries and contexts. In the context of

international business, it affects how people approach, perceive and contribute
towards meetings. A few examples include: Time. Time orientated cultures such as
the British or Germans will have strict approaches to how meetings run. The start
time, finishing time and all the different stages in between will be planned
carefully. Other cultures will see the start time as an approximation, the finish time
as non-fixed and all the different stages in between as flexible.

Expectations of Meetings. Prior to the meeting make it clear what the purpose of
the meeting will be. What is the goal of the meeting? Why are you asking each
attendant? What do expect from them? Contact the participants and discuss the
meeting and what you require of each person. If ready, send them the agenda. If it
is a brainstorming meeting then maybe ask each participant to bring at least three
suggestions with them. .

Alternative Communication Methods in Meetings. Most international meetings

take on a basic format and structure whereby an agenda is set and attendants
contribute to the topic of discussion orally. If you have participants who potentially
will be very quiet and non-participatory then consider some alternative methods of
communication.

For example, prior to the meeting, e-mail members of staff some questions
regarding the forthcoming topics. Give them open-ended questions as to their
opinions. Ask them to e-mail back their replies which can then be used to instigate
their contribution in the meeting.

Always Confirm Meanings in Meetings. Different cultural assumptions as to the

meaning of a word, phrase, symbol, picture or agreement can cause confusion
before and after a meeting. When approaching a topic or after consensus has been
agreed upon a subject always confirm that the general meaning has been agreed
upon and understood. At the end of a meeting, summarize and capture the main
agreements and disagreements. Ensure everyone is happy with them.

1. In which cultures should the meeting time be planned carefully?

2. What can participants be required to bring if they attend a brainstorming

meeting?

3. What are the format and structure of most international meetings based on?

4. What should you provide non-participatory attendees to encourage them

contributing the meeting? open-ended questions

5. What should you do with participants’ different opinions at the end of the
meeting to make sure everyone is satisfied with them? summarize and capture
i
Nguồn lực
ii
Qcao 1 cách chuyên nghiệp
iii
Lên 1 tầm cao
iv
Làm rõ
v
Lời kêu gọi hành động
vi
Dự định
vii
Khách hàng tiềm năng

Các yếu tố hình ảnh

viii

ix
Giải quyết
x
Tai
xi
Quan sát ngôn ngữ cơ thể và lời nói
xii
Cảm xúc
xiii
Chắc chắn
xiv
Hiểu đúng mối quan tâm
xv
Hành động chúng ngay lập tức
xvi
Giải quyết