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Customer Service Diploma Subject: Business, Marketing&. Sales Location: United Kingdom Delivery method: Online Course type: Part-time, Short(less than 3 months), Full-time Price: Now £45, was £299-85% discount About the course Our Customer Service Diploma is the perfect course for anyone looking to working in the Customer Service sector. It’s packed with information of 11 modules, teaching you everything you need to succeed in this profession. Your qualification will be recognized and can be checked for validity(有效)on our dedicated website. Description This course consists of eleven information of packed modules, including: ● Make a great first impression, learn how positive attitude, dress and body language affect your perception(感知). ● Learn how to care for your customer’s needs, from seeing customer service from their perspective to the importance of communication. ● The course will teach you how to deal with difficult customers, how to hold back anger, how to control your own emotions and how keeping calm can solve the problem that bit faster. Benefits of the Customer Services Diploma The benefits of a customer services diploma are endless, but here are some you can take notes of right way: ● Your motivation levels will increase as you see your clients become more comfortable with you and the service you provide. ● Learn essential problem-solving skills you can use daily. ● See your confidence soar as you get more comfortable with dealing with customers face to face, over the phone and online. 【1】Who may be most interested in the course? A.People with a diploma of teaching. B.People interested in part-time work. C.People interested in customer service. D.People interested in training life skills. 【2】What does the course offer? A.Flexible course types. B.A lower price of £299. C.Packed information of customers. D.Accommodation during the course. 【3】Which of the following is included in the modules? A.Learning how to manage your marketing team. B.Learning how to better communicate with customers. C.Learning how to express your emotions freely and strongly. D.Learning how to check your qualification on the dedicated website. |
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| 2. | 详细信息 |
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Kailash knows the thought of public speaking is enough to send many people into a cold sweat-he’s been there. He made his first public speaking in Year 4 at a time when his confidence had been broken down by a bully(霸凌者). He still gets scared thinking about it today because he had to go in front of the whole class and recite a poem that made no sense whatsoever. By Year 5, Kailash started to hone his skills with the help of his father so that he could run for school captain in Year 6, but he was very shy and he couldn’t speak very well. So he started to practise and practise. That’s a good point for kids-they don’t apply for leadership positions because they are nervous, even though they’d make great leaders. Kailash went on to score the role of vice-captain, despite his speech not going to plan. He made a joke but he made it so poorly that they laughed at him, not at the joke. But he said making mistakes is a key part of the public speaking learning. Things like that happen and it’s OK. You have to have the confidence to be OK with that and the resilience(弹性)to get back up. Kailash, who counts a 4000-strong Sydney Opera House crowd and a community-based TEDx event among his public speaking credits, said public speaking skills have huge benefits in day-to-day life, from interacting with teachers to going for a job interview. Public speaking teaches young people to be comfortable in themselves. So it teaches you about self-esteem, to accept who you are. Making eye contact and smiling to connect with your audience are other key steps in pulling off public speaking, along with wearing something that makes you feel comfortable and confident. 【1】What does the underlined word “hone” in paragraph 2 mean? A.Test. B.Review. C.Perform. D.Exercise. 【2】What can we know about Kailash’s running for school captain? A.He made it. B.He failed in it. C.He gave it up halfway. D.He missed it. 【3】Which word best describes Kailash’s attitude to others’ teasing? A.Conservative. B.Skeptical. C.Oppositional D.Tolerant. 【4】What is the last paragraph mainly about? A.The benefits of public speaking. B.The importance of eye contact and smiling. C.Kailash’s achievements in public speaking. D.The comfort and confidence suitable clothes bring. |
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| 3. | 详细信息 |
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There are one to two billion mothers around the world caring for children and other people every day of the year. Hopefully they feel appreciated every day, but Mother's Day is a good yearly reminder to say thanks to the mums and other special carers who help us be our best. In the US, the first modern Mother's Day was in 1908 and was the idea of Anna Jarvis， the daughter of one of the earlier anti-war campaigners. The white carnation （康乃馨）---often regarded as the flower symbol of Mother's Day—was the favourite flower of Ms Jarvis's mother, Ann Jarvis, who had nursed soldiers in the Civil War. The US President Woodrow Wilson announced the second Sunday in May of 1914 to be America's first official Mother's Day. Australia first officially celebrated Mother's Day in 1924. Sydney woman Janet Heyden began the tradition because she wanted to help the lonely, elderly mothers at a hospital she visited. Ms Heyden asked schools and businesses to contribute gifts to the women at the hospital , many of whom had lost their husbands and sons in World War I or had never been wives or mothers because of the war. Mother's Day in Australia is the second Sunday of May. It's not an official holiday but many families have their own traditions of visiting or calling their mothers? giving gifts or going out for lunch together. There are many different dates for modern mother's days around the world. Most Arab countries celebrate on March 21. Russia celebrates on International Women's Day on March 8. In Thailand, the day is celebrated in August on Queen Sirikit's birthday. 【1】What does the author think of Mother's Day? A.Political. B.Necessary. C.Indifferent. D.Meaningless. 【2】Who was the starter of American modern Mother's Day? A.Woodrow Wilson. B.Ann Jarvis. C.Anna Jarvis. D.Janet Heyden. 【3】What was Janet Heyden's original purpose of beginning the tradition? A.To remind people to go back home for lunch together. B.To remind people to visit or call one's own mothers. C.To remind people to give the white carnation to mothers. D.To help the suffering women in hospital. 【4】What can we learn about today's Mother's Day from the text? A.It is not an official festival in the US. B.It will be an international festival soon. C.It is rooted in wars in the US and Australia. D.It is celebrated at the same date in Arab and western countries. |
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| 4. | 详细信息 |
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A new study looked at more than 9,000 12-to-13-year-old students of 139 UK secondary schools taking part in “separated” maths and English classes which are set up by children’s ability. Researchers found that not only is there a “worrying” self-confidence gap between students in the top and bottom sets, but, for those in maths sets, the gap in general self-confidence in fact widens over time. The study has potentially important meanings for social justice, with the growing gap risking enlarging existing inequalities rather than reducing them. Students with low ability are being ill-served in schools that apply setting, and they are shown to be disproportionately (不成比例地) populated by pupils from low socio-economic backgrounds and from particular racial groups. The results have important meanings for measures directed at addressing disadvantage in education. The analysis shows that there was a general trend that students had higher self-confidence in the subject area of mathematics or English if they were placed in the top set and a significantly lower self-confidence when placed in the bottom set in mathematics when compared with an average student in the middle set. This trend in self-confidence remained for general self-confidence in mathematics and those in the top set in English. In other cases, the trend was reduced, though in no case was reversed (逆转). Researchers added that the labels associated with ability-based classes impact children’s self-perception (自我认知) as learners in relation to their learning, subject identification, and feelings about themselves and their place at school. Researchers do not think it unreasonable to suppose that these trends in self-confidence likely impact on pupils' associations with schooling, and in turn on pupils’ perceptions of their futures. The “ability set” label snowballs as it builds motivation and impact through the various practices, understandings and behaviors on the part of the pupil, on teachers, parents, peers, and therefore the school and its practices. The report acknowledges more research is now needed to further understand how self-confidence impacts children’s futures, and recognizes that there may also be a range of different psychological factors and processes which can balance the effects between the receipt of an “ability label” through tracking and self confidence in learning. 【1】What disadvantage can ability-based classes cause? A.The educational unfairness. B.The social services reduction. C.The social status solidification. D.The poverty of certain racial groups. 【2】What is the study’s practical meaning? A.It helps to find accesses to just education. B.It removes most of the social inequalities. C.It transforms the weak students completely. D.It raises the educational standard of schools. 【3】What is the general trend the study found? A.The higher class, the lower self-confidence. B.The lower class, the higher self-confidence. C.The higher class, the higher self-confidence. D.Self-confidence is opposite to the set class. 【4】What can be the best title for the text? A.Students in the bottom set are being ill-served at school B.Self-confidence isn't the only effect on children's future C.Ability-based classes motivate and impact all the students D.Classes set by ability are hitting children’s self-confidence |
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| 5. | 详细信息 |
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Magazine Activities for Learning English Even if you just read the magazines and enjoy their content, you will be learning new words, sentence structures and common sayings. 【1】 Here are some activities you can do with English magazines that will help you study English actively. You can do these out loud by writing, through discussion with someone else or even just silently in your head. 【2】 Most magazines have a lot of pictures. Choose some pictures and describe what you see in them, out loud or in writing. You can find more ideas on how to learn using pictures in this article. Add speech and thoughts. Are there any people or animals in the pictures? 【3】 Then write on the magazine their words or thoughts in your imagination. It is like a film showing in your mind. Summarize the articles. You can test how well you understand an article by trying to summarize it. 【4】 If you can’t, try reading it again and take care to see the meaning instead of the individual words. Discuss the articles. If you read about an event that just happened, or even if you just find something interesting, share it with someone. Have a conversation about it. It will be a great way to practice your understanding of the article and your conversation skills. Some-times reading an article leaves you with more questions. If you could ask the author anything, what would it be? What else would you want to know about the topic? 【5】 A.Describe the pictures. B.Diversify your reading practice. C.Imagine what they would be saying or thinking. D.You can also search for words that you found in magazines. E.Actually, you can take your learning a step further with them. F.Can you describe what the article is about in a sentence or two? G.Talking about an article with its author is the best way to understand it. |
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A few months ago, one of my fellow graduate students was offered an incredible career-building opportunity. His efforts on a student-led campaign to increase federal funding for basic research had _______ an invitation to speak on a conference panel (专家组). It would look great on his CV (简历). I was _______ for him, of course. I had been a(n) _______ partner in the campaign. I felt that I deserved the same opportunity. Yet I hadn’t been _______, and I wasn’t sure why. Growing up, I had been taught that the way to _______ was to put my head down and work hard. If my work was good enough, it would speak for itself and I would be _______ . This, coupled with a natural _______, meant that I_______worked up the nerve to put myself forward. However, I decided that I need to _______ my life again — by becoming my own biggest __________. So, with my __________ beating fast, I asked my colleague to ask the panel organizers to __________ me. My mind flooded with a list of well-practiced __________ . Maybe I didn't deserve it. Maybe I was being too__________ . But my colleague immediately contacted the organizers, who quickly agreed to __________me to the panel. I’ve come to understand that I can't be recognized for my work if I’m invisible. This isn’t a revolutionary __________, I know, but as an introvert (内向的人) this is my __________ Mount Qomolangma. I think advocating for myself will always make me a little __________. But I do plenty of other uncomfortable things to __________ I’m living my best life, like getting flu shots. I suppose I can do the same for my __________ 【1】A.turned down B.lacked for C.referred to D.led to 【2】A.thankful B.happy C.sorry D.ready 【3】A.legal B.mental C.equal D.special 【4】A.invited B.promoted C.informed D.dismissed 【5】A.practice B.success C.power D.reality 【6】A.observed B.protected C.attracted D.rewarded 【7】A.shyness B.warmth C.kindness D.sweetness 【8】A.quietly B.frequently C.rarely D.completely 【9】A.make sense of B.take control of C.pay attention to D.find fault with 【10】A.advocate B.promise C.harvest D.sacrifice 【11】A.brain B.bone C.heart D.stomach 【12】A.question B.include C.serve D.withdraw 【13】A.get-together B.background C.self-doubt D.breakthrough 【14】A.stubborn B.proud C.nervous D.ambitious 【15】A.add B.send C.report D.track 【16】A.test B.idea C.visit D.plan 【17】A.personal B.professional C.skeptical D.traditional 【18】A.unreasonable B.dishonest C.uncomfortable D.discontent 【19】A.figure B.predict C.record D.ensure 【20】A.health B.colleague C.education D.career |
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| 7. | 详细信息 |
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阅读下面短文，在空白处填入1个适当的单词或括号内单词的正确形式。 Bike-to-Work Day is held every year across North America on the third Friday of May. It【1】(start) by the League of American Bicyclists in 1956. Its aim is【2】(promote) the bicycle as a serious choice of getting to and from work. In today’s world【3】global warming is a serious issue, the bicycle is a perfect way of reducing our carbon footprint. Cycling to work is a healthy alternative to【4】(drive) to work. A healthier society means there is not so much pressure on the country’s health system and cycling is also much【5】(kind) on your pocket than driving. Another benefit of cycling is that you may be more creative and full of energy once you get to work, which will improve your【6】(perform). Bicycles are a very common form of transport in the world. There【7】(be) about one billion bicycles worldwide. That makes it the most popular invention ever. When we think of some countries, like China, we imagine a large number of people’s cycling everywhere. Even in high-tech Japan, 【8】is possible to see businessmen, farmers, mothers or workers in the streets on their bikes. We use bicycles today for recreation, fitness and so on.【9】the bicycle, much of the world might stop【10】(work)! |
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| 8. 改错 | 详细信息 |
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假定英语课上老师要求同桌之间交换修改作文，请你修改你同桌写的以下作文。文中共有10处语言错误，每句中最多有两处。每处错误仅涉及一个单词的增加、删除或修改。 增加：在缺词处加一个漏字符号（∧），并在其下面写出该加的词。 删除：把多余的词用斜线（\）划掉。 修改：在错的词下划一横线，并在该词下面写出修改后的词。 注意：1.每处错误及其修改均仅限一词； 2.只允许修改10处，多者（从第11处起）不计分。 My English was not good previous. But I have done whatever I could to improving my English in the past year. First, I forced myself to memorize at least several new words everyday. It is huge importance to learn English well. Second, I went over the basic rules of grammars every week, which my English teacher expected me to master it. Third, I read short English articles and then wrote a English composition every others day. I neither want to get low marks in reading or hope to get low marks in writing. Now my English is improving day by day, and I hoped I am prepared for the come College Entrance Examination. |
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| 9. 书面表达 | 详细信息 |
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假定你是李华，你的好友Jack听闻你校即将举办70周年校庆（anniversary），他对此很感兴趣。请给他回信，告诉他活动的相关事宜，内容包括： 1.活动时间、地点； 2.活动内容（精彩的文艺表演等）； 3.欢迎届时来观看演出。 注意： 1.词数100左右； 2.可以适当增加细节，以使行文连贯。 |
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