Dhbb da tieng anh 11 2016

KEY – DUYÊN HẢI 2015 2016 – GRADE 11 I LISTENING Part 1 1 C 2 B 3 A 4 A 5 C Part 2 6 T 7 F 8 T 9 T 10 F Part 3 11 services marketing 12 legal advice 13 weakness 14 customer numbers 15 tangible 16 expe[.]

KEY – DUYÊN HẢI 2015-2016 – GRADE 11

I LISTENING

Part 1:

Part 2:

Part 3:

11 services marketing 12 legal advice

15 tangible 16 expectations

17 clients 18 constantly improve

19 conduct surveys 20 a representative

II LEXICO-GRAMMAR

Part 1

Part 2

1.B sits 2.D like 3.A not be 4 B  as 5.A had lain

Part 3

Part 4

1 Holidaymakers

2 Unmistakable/ unmistakeable

3 Awakening

4 Unforseen/ unforseeable

5 Beneficial

6 Likelihood

7 Unfortunately

8 Unfamiliarity

9 Undoubtedly/ doubtless 10.wisdom

III READING

Part 1

Part 2

6.when(ever)/ once 7 of 8 at 9 which 10 doing

Part 3

Part 4

7.habit-forming

8.social cost 9.conditional

10.anti-competitive behaviour

IV WRITING:

Part 1:

1 was not put off applying for the job

2 light sleeper means he wakes up/ light sleeper, he wakes up

3 been feeling run down

4 thing you should do is (to) phone the police

5 for a great/ good deal of patience these days

Transcripts

Part 1

CLARE: Hi, Grant What sort of competition do you think we should organise?

GRANT: Well Clare, the Open Day Committee was pretty clear on that — it must be

something with youth appeal

CLARE: That makes sense—after all, most of the visitors will have just left high school.

GRANT: Yeah, so I was thinking—technology

CLARE: Do you mean something which uses the latest technology—like an iPod?

GRANT: Something like that but a bit more expensive maybe

CLARE: What about the latest iPhone? I’m saving up for one right now

GRANT: Let's make it an iPad—I wish I’d had a tablet computer when I started university.

CLARE: Yeah that’s a great idea That should get a lot of our younger visitors interested GRANT: Right let's go with that then

CLARE: Fine We could go into town now and buy it I saw great deals advertised at the Rick Smith store

GRANT: Oh, I don’t think we’ll have to worry about that A university purchase order will

probably be arranged through the Resources and Supplies Section.

CLARE: Well, that’s settled then What about the competition—is it going to be a game of

skill or a guessing game or something else?

GRANT: What do you think would work best?

CLARE: Good question I don’t think it should be anything too hard or anything that will

make the visitors look silly—some of them have such fragile egos

GRANT: True So something that anyone can do?—Nothing competitive—no skill or

intelligence involved?

CLARE: That’s right But the main thing is that the contestants have a lot of fun.

GRANT: How do we do that?

CLARE: Well 1 was thinking of a popular TV series: science fiction or science fantasy—I

don’t actually know the difference

GRANT: Go on

CLARE: IPs a series where in every episode the main characters step through a portal into

another world or another era.

GRANT: What’s a portal?

CLARE: It’s like a gateway or entrance to something

GRANT: Okay, I get it—they’ll be stepping into the new world of tertiary learning—so somehow we encourage people to step through this ‘portal’—then what?

CLARE: They get their photo taken

GRANT: Is that all?

CLARE: Not exactly—let me think

GRANT: I can’t see how that’s a competition unless we pick the best photograph but there's not much excitement or involvement in that for the participants!

CLARE: Mmm Wait We don’t decide on the winner I mean no one person does we get them, the public, to do it

CLARE: Put all the photos on Facebook—and the one with the most votes wins.

GRANT: I agree good idea But there’s Just one more thing I’m not clear about—how do

we get hold of a portal?

CLARE: I was thinking graduates of the Engineering Department could construct it as part

of their contribution to Open Day

Part 2

You will hear part of an interview with Stan Levin, a dance critic, about a modern ballet production involving animals Choose the answer, A, B, C or D which fits best according to what you hear.

Interviewer: Stan, you are known as being something of a conservative as far as dance is

concerned, so I was intrigued when you told me you wanted to discuss Alain Platel's ballet Wolf

on tonight's programme Wolf generated a furore in certain circles when it was first performed,

didn't it?

Stan: Yes, it's attracted its fair share of criticism, but it's also been welcomed as one of the most

fascinating modern dance productions in recent years

Interviewer: Some of our viewers may not have seen the ballet and they may be wondering

why all the fuss, so could I ask you to describe briefly what Wolf is about.

Stan: Well, basically, it's about homeless people living in a disused shopping mall and

returning to some sort of precivilised life And it features some startling innovations, including the use of dogs as characters

Interviewer: How do the dogs come into it?

Stan: Well, as I understand it, the pack of dogs represents this return to a primitive state At

least, that's the idea Platel is trying to convey

Interviewer: What do you think of the idea of using animals on stage in this way? Can it be

justified?

Stan: Well, more and more choreographers these days are moving beyond the traditional limits

of dance, and I don't disapprove of this in principle Many are turning to technology, for instance, using computers to plan the actual choreography Interviewer: Sometimes even using projections of dancers alongside the real ones…

Stan: Exactly I find all this very interesting - take the work of Annette Sanderson in New

York, for instance - but I think it's now going beyond the genre of dance and turning into

something else Whereas I think Platel is coming from the other direction, if you like, working more with improvisation and basic ensemble techniques

Interviewer: How do audiences respond to Wolf?

Stan: By and large, quite enthusiastically I think some people are surprised at how well it all

works The dogs generally keep very close to one of the characters Apparently, the dancer works intensively with them during rehearsal, and the dogs have earned to imitate his movements That fascinates audiences Of course, sometimes the dogs distract attention from an important piece of dancing, but I don't feel this is a real problem

Interviewer: Do the dogs do anything special during the performance?

Stan: No Their main function is to add atmosphere It’s not like a circus, with the dogs

performing tricks! At the same time, you realise they have been trained and are, in a sense, putting on a show simply by remaining on stage with the human performers During the performance I saw, a member of the audience in the front row tried to call the dogs over to him, which made them look away from the dancers toward the audience It spoiled the mood -though of course, this wasn't the dogs' fault

Interviewer: So the dogs fulfil a kind of symbolic function in the story?

Stan: Yes and no They are attached to one of the characters, a tramp, and we are meant to

understand that they have become a pack I must say this works rather well: you really do get the impression that the dogs and the tramp have bonded to form a sort of community But for

me, the most striking aspect of the production was the lurking possibility of aggression, largely

as a consequence of the presence of the animals

Part 3

Interviewer: Continuing our theme of business marketing, I have with me today Mr Brian

Kinsella, who is here to talk about the differences between marketing a product and marketing a service

Brian Kinsella: Good morning Now I understand that many of you here today are interested in

a career in services marketing Well I have been the marketing director for Oceania Travel for nearly 11 years, so I feel that I can present what I consider to be the most important aspects of marketing a service However, before I begin, I want to clarify what I mean by services marketing This not only means aspects like holiday destinations but also professional services such as legal advice In short, anyone that sells a service

Actually, a lot of the traditional services such as lawyers, accountants, etc have not felt too comfortable marketing their services It's almost perceived in industries such as these that the need to market indicates a weakness in the services provided However, more and more such industries are realising the importance of marketing to sustain their customer numbers, especially when their competitors are marketing themselves

Now, the main difference between marketing a product and a service is that the customers cannot understand exactly what the service will be They can see a product and can comprehend exactly what that product will do for them A service is more intangible - by that I mean whatever each customer gains from the service is often very personal For example, with a travel agency, clients choose to travel abroad for a multitude of motives Some people travel overseas for the experience and really want to get to know the culture of the local people Others wish to escape from reality, totally relax in sophisticated comfort and be waited on hand and foot

Obviously, our clients will not be judging what we offer by the same standards, and travel agents, like other such service industries, have an extremely difficult job in satisfying a range of customers from diverse backgrounds with different expectations

Our company has overcome this dilemma in a number of ways First of all, our travel consultants are given extensive training in customer service and buyer behaviour Our aim is not just to be a profit-making organisation, but also to meet and exceed the expectations or dreams of our clients Our mission statement, in fact, is primarily to offer a service which is above and beyond the hopes of our clients In addition, we regularly visit the tourist destinations we promote and inform all of our staff about any changes in specific areas

Not only is it important to be fully informed about every possible aspect of the service you are marketing, it is also essential to constantly improve the service offered, At Oceania Travel, we regularly conduct surveys with all of the people that visit our resorts of choice Any negative feedback we try to remedy at once Our clients are met by a company representative during their stay, and we have a set procedure for dealing with any complaints Our clients are not expected to have to approach the hotel reception, as we have a 24-hour contact service direct to our representatives, and this representative should always welcome any customer problems or questions In the event of a complaint, the representative will then try to remedy the complaint with the hotel If the problem cannot be rectified by the hotel manager, our representative is authorised to remedy the situation him or herself- For situations beyond the representative's

authority, our complaints department is contacted The complaints department guarantees a solution within the day If the customer is still not satisfied, they are welcome to approach our head office on their return

So you see that marketing a service is catering more for the clients' Dictations than anything else and it is that which makes services marketing a very intricate business Now that's the end

of my presentation, b t if there is anything you want to ask, then please feel free to do so

Thank you