Read the following passage and mark the letter A, B, C or D on your answer sheet to indicate the correct word or phrase that best fits each of the numbered blanks from 30 to 34:
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 (30) ________ greater trust and increased productivity among employees. Here are a few tips for doing so. Practice active listening. The art of active listening includes (31) ________ close attention to what another person is saying, then paraphrasing what you've heard and repeating it back. Concentrate (32)___the conversation at hand and avoid unwanted interruptions (cellphone 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 (33) ________ contradict what we’re saying. Before addressing a staff member or (34) ________ 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.
Question 31:
