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Questions 31-35
Complete the following sentences using NO MORE THAN TWO WORDS from the text.
America's ______ has more than tripled since 1980.

America's
B.


【参考答案】

recycling rate
recycling rate
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&8226;Read this text taken from an article about the importance to companies of not losing their employees' knowledge.&8226;Choose the best sentence from the opposite page to fill each of the gaps.&8226;For each gap (9-14), mark one letter (A-H) on your Answer Sheet.&8226;Do not use any letter more than once.Protecting the corporate memoryMany companies risk losing expertise through job cuts. But by analysing how staff interact, they may be able to minimise the damage.Many staff have knowledge which is essential to their company. So what can businesses do to avoid losing that expertise when staff leave, and to dissuade employees from keeping their knowledge to themselves in the face of possible job cuts?First, they need to recognise the problem. A downturn in the economy exposes many companies' lack of commitment to understanding and using their people's knowledge. When companies feel they're in a crisis, it is one of the things that goes by the board. Unless, that is, they've made it a routine or suffered because of losing knowledge in the past.Next, any attempt to stop knowledge walking out of the door must be handled sensitively. (9) Employees would be extremely cynical and see it as an attempt to extract their unique knowledge, which they believe gives them job security.Strong incentives are needed to coax people into divulging their expertise when being dismissed. (10) At first sight, this might seem excessive, but the disadvantages should be weighed against the benefits.Of course, not all knowledge can be captured by the organisation and turned into a process. (11) To find out who these 'knowledge hotspots' are, companies need to question their staff and analyse their social networks. Companies shouldn't ask employees what they know, but who they would ask if they wanted to know about different subjects. (12) And, more importantly, the process reveals the others who always know somebody who knows.The latter can be high on the list for redundancy because managers are unsure what they do, or because they appear to be weak performers. (13) People like this are often not ambitious but they can hold a company together. The most valuable knowledge is often not possessed by the people who seem to be star performers.If those at the centre of knowledge networks come to be seen as the most valuable people, those who keep their knowledge to themselves will look vulnerable when downsizing is deemed necessary. (14) In such companies, the incentive to share knowledge should be even greater when jobs are under threat.For some companies, it may be too late to salvage important knowledge. Building a culture where knowledge is understood, valued and shared can take a long time. Now may be the time to prepare for the next downturn.
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&8226;Read the text below about customer service.&8226;In most lines there is one unnecessary word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines are correct.&8226;For each numbered line 41—52, find the unnecessary word and then write the word in CAPITAL LETTERS. If a line is correct write CORRECT.CUSTOMER SERVICECustomer service has become such as an important competitive differentiator that it really is no longer solely the responsibility of41. a small group of individuals staffing around a complaints desk.42. Customer service is included every employee's responsibility, and it43. should be a proactive rather than a reactive strategy. Excellent44. service wins and keeps up customers. Service means extras—in terms45. of product, care and information—customised to meet for the similar46. needs of a group of customers. It has become so relatively complex47. and inclusive, extending from order planning to postsales service,48. that a cross-functional team of staff and managers is often one needed49. for service delivery. Some more things haven't changed. The three50. 'F's of service still apply, it has to be fast, flexible, and come51. from the first person the client contacted. However by today, the first52. person may be a computer, and fast now means instantaneous. Flexibility remains key to survival.(41)
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