Unit 3 - Lesson 1
3/1/2024 11:30:00 AM
Match the words with their correct definitions.
1. - a person who works in a place such as a hotel to welcome and help visitors
2. - a person who keeps or examines the records of money received, paid, and owed by a company
3. - a person who designs new buildings and makes certain that they are built correctly
It's important to know when to _____ and when to focus on a single task for better productivity.
- socialize
- ignore
- exercise
- multitask
He was so _____ in his skills that he volunteered to lead the project.
- hesitant
- anxious
- inexperienced
- confident
Being _____ with young children is essential for building trust and a positive relationship.
- distant
- patient
- strict
- impatient
He decided to pursue a career in the _____ of medicine after graduating from university.
- practice
- discipline
- field
- industry
Complete the sentence by changing the form of the word in capitals.
As an person, she was able to handle the unexpected challenges that came her way. (ADAPT)
Complete the sentence by changing the form of the word in capitals.
Her strong skills helped guide the team through the challenging project. (LEAD)
Complete the sentence by changing the form of the word in capitals.
He has an approach to studying, which helps him retain information easily. (ORGANISE)
The audience couldn't stop laughing _____ the comedian's jokes.
- at
- with
- on
- to
The fog prevented the plane _____ taking off, which caused a significant delay in the flight schedule.
- in
- from
- for
- at
It took him a while to adapt _____ the new climate after moving to a different country.
- under
- for
- with
- to
- apply
- interact
- provide
- communicate
The restaurant specializes _____ Italian cuisine, offering a wide variety of pasta and pizzas.
- with
- in
- at
- into
He _____ at the map to figure out where we were before continuing our hike.
- glimpsed
- watched
- monitored
- glanced
Choose the underlined part that needs correction.
She has got a new job. You must congratulate her for her success.
- for
- must congratulate
- new
- has got
Choose the underlined part that needs correction.
The movie is famous because it is based to the true story of a London gangster.
- of
- to
- because
- The
Choose the underlined part that needs correction.
My teacher suggested that we should focus in the positive side of this issue.
- suggested
- should
- focus in
- of
Choose the underlined part that needs correction.
Mary said her friends that she would never walk alone in the forest after dark.
- said
- would
- alone
- dark
Fill in each space with a suitable preposition.
Mr. Minh is a journalist. He writes Tuoi Tre newspaper.
Fill in each space with a suitable preposition.
She will be remembered all the charity work she has done.
Complete each gap with a suitable preposition.
I wrote a letter to complain the goods I bought in the shop.
Fill in each space with a suitable preposition.
After careful consideration, the young couple decided to move a quieter neighborhood near the mountains.
Make a complete sentence using the given words. Change the form of the words or add other words if necessary.
She / believe / that / Mary / not come / the party / tonight.
=> She tonight.
Complete the second sentence so that it has a similar meaning to the first sentence, using the word given. Do not change the word given. You must use between two and five words, including the word given.
You'll never manage to convince him that bird-watching is an interesting hobby. (SUCCEED)
=> You'll never him that bird-watching is an interesting hobby.
Read the following passage and choose the correct answer to each of the questions.
Are you considering a career as a customer service representative? Some may think it's just about answering calls, but this role requires a diverse set of skills to excel. So, what makes a great customer service representative?
First, exceptional communication skills are essential. Representatives interact with customers daily, whether in person, over the phone, or online. They must be clear, patient, and empathetic, even in stressful situations. A friendly tone and active listening can turn a frustrated customer into a loyal one.
Second, they need problem-solving abilities. Customers often contact support with issues, and representatives must think quickly to provide them with accurate solutions. This requires a good understanding of the company's products or services and the resourcefulness to find answers when they're unsure. Studies indicate that companies with excellent customer service see 12% higher customer retention rates compared to those with poor service.
Third, organization and multitasking are crucial. Representatives often handle multiple inquiries at once - responding to emails while managing live chats or phone calls. They must prioritize tasks efficiently and keep track of customer interactions to ensure nothing falls through the cracks.
Finally, tech proficiency is a must. Customer service tools (like CRM software, live chat platforms, or ticketing systems) are constantly evolving. Representatives should adapt quickly to new technology and sometimes assist less tech-savvy colleagues. According to recent workplace studies, 67% of customer service roles now require proficiency in at least three different software platforms.
Does this sound like you? Do you enjoy helping others and staying calm under pressure? Can you balance multiple tasks while keeping a smile on your face? If so, a career in customer service might be your perfect fit!
According to the passage, businesses that provide outstanding customer service typically experience _____.
- 12% lower customer complaints
- 12% greater customer loyalty
- 67% higher sales
- 67% higher employee satisfaction
The word "them" in paragraph 3 refers to _____.
- issues
- representatives
- abilities
- customers
The word "handle" in paragraph 4 is CLOSEST in meaning to _____.
- argue about
- respond to
- approve of
- deal with
Which skill is NOT mentioned as essential for customer service representatives?
- Leadership skills
- Communication skills
- Problem-solving skills
- Multitasking skills
Which of the following can be inferred about customer service representatives from the passage?
- They earn more money than other professions.
- They need to use multiple software programs sometimes.
- They work in high-stress environments.
- They work only during business hours.
Choose the correct answers in the box to complete the conversation. Write only the letter A-E in each blank.
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A. And being detail-oriented is a must, too. Every measurement has to be perfect. B. Yes, you’re right. They also need to be creative. They have to think of interesting stories. C. Lawyers need to have research skills. They need to find information to support their cases. D. Yeah, I agree. They also need to be patient, especially when dealing with students who learn at different speeds. E. Right. And they also need to be resilient to handle emotionally challenging cases. |
Sarah: What skills do you think are most important for different professional jobs?
John: I think teachers need to have communication skills. They need to explain difficult concepts to students.
Sarah:
John: Doctors need to have analytical skills. They need to diagnose patients' problems quickly.
Sarah: For sure. And they also need to be decisive - making quick decisions under pressure is key.
John:
Sarah: Exactly. They also need to be persuasive, especially when convincing judges and juries.
John: Architects need to have creativity. They need to design beautiful and functional buildings.
Sarah: Absolutely.
John: Social workers need to have empathy. They need to understand people's difficult situations.
Sarah: