14. A trial must be fair and impartial.
A. biased B. unprejudiced C. hostile D. apprehensive
Read the following passage and mark the letter A, B, C, or D on your answer sheet to
indicate the correctwordorphrase that best fits eachof the numberedblanks from15 to19.
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 (15) greater trust
and increased productivity among employees. Here are a few tips for doing so.
Practice active listening. The art of active listening includes (16) close attention to what
another person is saying, then paraphrasing what you've heard and repeating it back. Concentrate
(17) 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
(18) contradict what we're saying. Before addressing a staff member or (19) 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.
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