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There’s a direct link between employee satisfaction and customer satisfaction.  Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience. When employees aren’t happy at work, their interactions with customers can, and almost always will, suffer. Over the course of time, this can have serious repercussions for a business. The place where this becomes the most critical is any business where employees are directly interacting with customers, such as retail or food service. Historically underpaid and overworked, employees in these jobs are tasked with spending their entire shifts serving customers.  This is where employee experience comes in. If even a fraction of a customer experience budget was spent on employee experience, there would be a huge return on investment. One of the easiest ways to enhance employee experience is to ask for and welcome employees’ feedback. They have great insight into customer needs. After all, they’re the ones who are directly interacting with customers and hearing their criticisms and compliments firsthand. Employees can be your biggest asset when it comes to customer satisfaction.  A large part of employee experience revolves around understanding what employees need and want and gaining insight into their work preferences. Another critical piece of the employee experience is training and development. Employees should be equipped with the skills they need to excel at their jobs and have opportunities to continue to learn and develop. They should be able to check in and touch base with their managers to keep track of their progress and discuss any questions or concerns as they arise. Showing employees that you value the work they’re doing is one of the easiest ways to boost their motivation. It can be as simple as saying thank you, to publicly acknowledging and celebrating their contributions. It’s not just the younger generations who crave recognition - no one likes to feel like the work they’re doing is going unnoticed.  It’s time to shift the mindset from employees working just to work, to acknowledging that they’re valuable contributors to a company’s success. Employees need to understand how important their role is and how their work fits into the bigger picture. They need to feel like their voices are being heard and they have respect from their managers. Most importantly, they need to be able to come to work and know that the next eight hours won’t be pure torture. 
7. Which of the following statements is TRUE, according to the passage?

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Traditional media come from the people and antecede the mass media; their appeal has historically been both functional and aesthetic. Whether of roughly hewn folk origins or of classifically rigid moulds, they have always served to entertain, educate to reinforce existing ideas or ideologies or to change existing values and attitudes. In other words, it is a means of changing values, attitudes and norms in order to provide a proper climate for social and economic progress. It is also a method of promoting certain behavioural acts or patterns. The aim is to get people to perform specific acts to achieve objectives of national policy (e.g. visiting clinics, investing in bonds, using fertilizer). Moreover, it is a channel for conveying information about available techniques and facilities which people may use to solve problems. Being close to people at the local level, these channels are potentially useful in the service of social concerns, as determined by local, provincial or national authorities themselves. They are, moreover, abundantly present in areas where mass media technology has not been fully or effectively developed to capture sustained interest at local, provincial or national levels. Folk media are personal forms of entertainment and communication. This is important because behavioural changes are most easily brought about by personal interaction. These forms of art are a part of the way of life of a community and provide acceptable means of bringing development issues into the community in its own-terms. They are capable of reaching intimate social groups, thus making use of already established communication networks in the audience. 
2. What purpose of traditional media is NOT mentioned?

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In 1959 Xerox created the first plain paper copy machine. It was one of the most  successful products ever. The company name Xerox grew into a verb that means “to copy,” as in “Bob, can you Xerox this for me?” Around 50 years later, the same thing happened to Google. Their company name grew into a verb that means “to do an internet search.” Now everyone and their grandma knows what it means to Google it.  Unlike Xerox, Google wasn’t the first company to invent their product, not by a long shot. Lycos released their search engine in 1993. Yahoo! came out in 1994. AltaVista began serving results in 1995. Google did not come out until years later, in 1998. Though a few years difference may not seem like much, this is a major head start in the fast moving world of tech. So how did Google do it? How did they overtake their competitors who had such huge leads in time and money? Maybe one good idea made all the difference.  There are millions and millions of sites on the internet. How does a search engine know which ones are relevant to your search? This is a question that great minds have been working on for decades. To understand how Google changed the game, you need to know how search engines worked in 1998. Back then most websites looked at the words in your query. They counted how many times those words appeared on each page. Then they might return pages where the words in your query appeared the most. This system did not work well and people often had to click through pages and pages of results to find what they wanted.  Google was the first search engine that began considering links. Links are those blue underlined words that take you to other pages when you click on them. Larry Page, cofounder of Google, believed that meaningful data could be drawn from how those links connect. Page figured that websites with many links pointing at them were more important than those that had few. He was right. Google’s search results were much better than their rivals. They would soon become the world’s most used search engine.  It wasn’t just the great search results that led to Google becoming so wellliked. It also had to do with the way that they presented their product. Most of the other search engines were cluttered. Their home pages were filled with everything from news stories to stock quotes. But Google’s homepage was, and still is, clean. There’s nothing on it but the logo, the search box, and a few links. It almost appears empty. In fact, when they were first testing it, users would wait at the home page and not do anything. When asked why, they said that they were, “waiting for the rest of the page to load.” People couldn’t imagine such a clean and open page as being complete. But the fresh design grew on people once they got used to it. 
8. The word ’it’ in the last paragraph refers to ____

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There are three main periods in Beethoven’s music career: early, middle and late. The beginning of his early period was in 1792 when he moved to Vienna, Austria. Beethoven quickly (1) ________ a name for himself as a talented pianist. His compositions during this period consisted mainly of works for his main instrument, the piano, and were classical in nature. (2)___________, Beethoven’s hearing was beginning to deteriorate during this period, and he tried to hide this fact from those around him. In 1800, Beethoven turned from the classical forms of the previous century to a more expressive or romantic music. His musical imagination began to grow (3)______ that of the piano. The middle period was believed to be Beethoven’s greatest and most productive stage. In less than a decade, he produced countless masterpieces in every genre. In 1809, however, his musical (4)_________ began to decline, possibly due to his health problems and mental state. Beethoven stopped conducting and performing in public, but continued to compose – many of his most admired works were created during this period. By 1815, he was almost completely deaf and his manners became increasingly rude. In 1827, he died after a long illness. Nearly 20,000 people lined the streets of Vienna to (5)_________ their last respect to the composer who had changed the music scene of Western Europe 

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Where smart cities were once regarded purely as a vision of the future, they are now  becoming a reality in numerous urban centres across the globe. From Dubai, Singapore, Amsterdam, Copenhagen, and Madrid to Southampton in the UK, we’re already beginning to see smart cities provide inhabitants with improved living conditions, easier mobility and cleaner, safer environments, by using cloud computing to power services. But as with all public sector initiatives, smart city services need to be delivered as cost effectively as possible to minimise the taxpayer burden. Often, key decision makers are met with obstacles when it comes to deploying smart services, preventing smart cities initiatives from reaching their full potential – or worse, blocking them altogether.  Central to the functioning of most ‘normal’ city ecosystems is the underlying data they run on. Regardless as to whether that data is stored on local servers or using cloud storage, when that data is fragmented or incomplete, identifying emerging trends for strategic planning and cost reduction becomes extremely difficult – and because of this, authorities have to adopt an entirely reactive approach. Conversely, in a smart city environment, connected sensors forming an Internet of Things (IoT) provide valuable data for analysis and, in turn, insight into the specific city’s behavioural trends. With this level of information, services can be optimised to reduce costs and risk, increase urban flows and manage assets. Importantly, they can also provide real-time connections and interactions between the city’s businesses, local governments, service providers and citizens.  In this way, operations and services are elevated through the integration and connection of physical devices via IoT networks, ultimately transforming how a city runs. 
1. Which best serves as the title for the passage?

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While trust in media as a whole may be at an all-time low, a new study by the EBU has shown the public’s trust in traditional media (broadcast and the written press) is actually on the rise. However, people’s trust in new media continues to fall: 61% of European countries distrust the internet while 97% have no faith in social networks. The EBU’s new report – Trust in Media 2018 – shows the figures illustrating the differences between people’s trust in traditional and new media. Broadcast media remain the most trusted forms of media with 59% of people tending to trust radio (equivalent to 2017) and 51% trusting TV in the EU (an increase of 1 percentage point on 2017). Trust in the written press has also slowly improved over the last 5 years and it is now trusted by 47% of EU citizens. At the same time, people’s trust in the internet and social media has been eroded by fake news, misinformation and disinformation. Only 34% of EU citizens trust the internet and a mere 20% now trust social networks (down from 36% and 21% respectively in 2017). Trust in Media 2018 is based on data published in the 88th Eurobarometer survey and gives an idea of European citizens’ perception of the trustworthiness of different types of media. The survey consists of approximately 1000 face-to-face interviews in the 33 countries covered by the study. The report shows how European citizens’ trust in broadcast media is closely connected with a free and independent press. The higher the level of trust in a country’s radio and TV, the higher press freedom in that country tends to be. There are also strong regional differences with the Nordics and Albania tending to trust traditional media the most while Eastern Europeans tend to trust social networks and the internet more. The EBU’s Head of Strategy and the Media Intelligence Service Roberto Suárez Candel said: “The results of our research show that good quality, impartial media is highly valued by the public. “Public service media play an important role in that and, together, our Members make an invaluable contribution to society. The role of our public service Members in upholding democratic values and supporting media freedom is clearly demonstrated by the results of our research.”  
4. The word “it” in paragraph 2 refers to _____.

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The host nation was Uruguay and it __________ Argentina in the final.

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Go is a game that has been around for 3000 years. It is widely accepted as the most challenging strategy game that exists. It takes years of playing for several hours every day to master the game. In other words, even though it has simple rules, it is not a simple game to excel at. Surprise! Deep Mind managed to create a machine that could master the game, without being programmed with explicit rules and without being taught by a professional Go player. AlphaGo mainly played against itself and learned from this self-play. At its core, it learned like a human learns, by looking at the board, evaluating the options, making moves, and learning from mistakes - it just did it a lot faster than any human can. This is extremely exciting because, at its core, what it means is that computer scientists have had all the tools they needed to do this for years. Neural networks have been known about and discussed since the middle of the last century. All it really took was simply getting creative with them, applying them in new ways. AlphaGo beating the world’s best Go player proves that AI has the potential to do anything. It can learn anything and understand anything, and from that learning and understanding it can accomplish what humans can accomplish in a much shorter period of time. You’re probably wondering what this all means. We’re much closer to the dream of an AI best friend than most of us would have dared to imagine a few years ago. AlphaGo can learn the most complex, intuition and creativity based logic game known to man and it didn’t do so through a finite database or search trees alone. It learned from practice and experience, just like we do, and the ability to create amazing new solutions to ancient puzzles suggests a realm of digital creativity never before fathomed. AlphaGo is not like other game playing AIs that have come before it. It is the future of intelligent and intuitive machines, one that we plan to turn toward more than just board games. From practical applications to that friend you’ve been hoping for, AlphaGo is sure to be the first of a new generation of self-learning intuitive AIs that go above and beyond the limited calculating capacities of its older siblings and contemporaries. The AI winter is over.
4. According to paragraph 2, what is the emphasised difference between AlphaGo and human?

Choose the best answer:
We don’t think the white shirt ………..him.

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Recycling is a good way of ___________ the environment.

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Most languages have several levels of vocabulary that may be used by the same speakers. In English, at least three have been identified and described. Standard usage includes those words and expressions understood, used, and accepted by a majority of the speakers of a language in any situation regardless of the level of formality. As such, these words and expressions are well defined and listed in standard dictionaries. Colloquialisms, on the other hand, are familiar words and idioms that are understood by almost all speakers of a language and used in informal speech or writing, but not considered acceptable for more formal situations. Almost all idiomatic expressions are colloquial language. Slang, refers to words and expressions understood by a large number of speakers but not accepted as appropriate formal usage by the majority. Colloquial expressions and even slang may be found in standard dictionaries but will be so identified. Both colloquial usage and slang are more common in speech than writing. Colloquial speech often passes into standard speech. Some slang also passes into standard speech, but other slang expressions enjoy momentary popularity followed by obscurity. In some cases, the majority never accepts certain slang phrases but nevertheless retains them in their collective memories. Every generation seems to require its own set of words to describe familiar objects and events. It has been pointed out by a number of linguists that three cultural conditions are necessary for the creation of a large body of slang expressions. First, the introduction and acceptance of new objects and situations in the society; second, a diverse population with a large number of subgroups; third, association among the subgroups and the majority population. Finally, it is worth noting that the terms "standard", "colloquial", and "slang" exist only as abstract labels for scholars who study language. Only a tiny number of the speakers of any language will be aware that they are using colloquial or slang expressions. Most speakers of English will, during appropriate situations, select and use three types of expressions.
6. Which of the following is true of standard usage?

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Most households in the UK will have a broadband connection and a lot of those  houses will also have experienced connection or speed issues. But what if there was a way to connect to the internet and benefit from a direct connection with much faster speeds? Enter Li-Fi.  Li-Fi stands for Light Fidelity and is a Visible Light Communications (VLC) system which runs wireless communications that travel at very high speeds. With Li-Fi, your light blub is essentially your router. It uses common household LED light bulbs to enable data transfer, boasting speeds of up to 224 gigabits per second.  Li-Fi and Wi-Fi are quite similar as both transmit data electromagnetically. However, Wi-Fi uses radio waves, while Li-Fi runs on visible light waves. This means that it accommodates a photo-detector to receive light signals and a signal processing element to convert the data into “streamable” content. For example, data is fed into an LED light bulb, it then sends data at rapid speeds to the photo-detector. The tiny changes in the rapid dimming of LED bulbs is then converted by the “receiver” into electrical signal. The signal is then converted back into a binary data stream that we would recognise as web, video and audio applications that run on internet-enabled devices.  While some may think that Li-Fi with its 224 gigabits per second leaves Wi-Fi in the dust, Li-Fi’s exclusive use of visible light could halt a mass uptake. Li-Fi signals cannot pass through walls, so in order to enjoy full connectivity, capable LED bulbs will need to be placed throughout the home. Not to mention, Li-Fi requires the light bulb is on at all times to provide connectivity, meaning that the lights will need to be on during the day. Additionally, where there is a lack of light bulbs, there is a lack of Li-Fi internet so Li-Fi does take a hit when it comes to public Wi-Fi networks.  However, using Li-Fi instead of Wi-Fi, you’ll negate lots of security problems associated with shared and often overloaded broadband networks. It will also be advantageous in areas where radio frequency waves do not reach. Due to its impressive speeds, Li-Fi could make a huge impact on the internet of things too, with data transferred at much higher levels with even more devices able to connect to one another. 
8. Which of the following can be inferred from the passage?

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Nowadays, dozens of interventions are known that extend the lifespan of various living organisms ranging from yeast to mammals. They include chemical compounds, genetic interventions, and diets. Some targets of these interventions have been discovered. However, there is still no clear understanding of the systemic molecular mechanisms leading to lifespan extension. A group of scientists from Skoltech, Moscow State University and Harvard University decided to fill this gap and identify crucial molecular processes associated with longevity. To do so, they looked at the effects of various lifespan-extending interventions on the activity of genes in a mouse, a commonly used model organism closely related to humans. “In our lab, we subjected mice of different sexes and ages to 8 longevity interventions and analyzed gene expression changes induced by these treatments. After aggregating our data with the datasets published by other groups, we obtained gene activity profiles of 17 interventions. Although in general the effects produced by individual treatments turned out to be rather specific, a certain group of genes changed its expression in a similar way in response to different lifespan-extending interventions,” says the first author of the study, Alexander Tyshkovskiy. The scientists then applied the discovered biomarkers to search for other interventions with the same effect on their activity and, therefore, high potential for lifespan extension "Currently, we are validating these hits by testing their effect on the mouse lifespan. We hope that our biomarkers will significantly facilitate the search for new longevity interventions and help improve the healthspan and lifespan in rodents and, in the long term, in humans," says Alexander. 
5. The word “validating” in paragraph 4 is closest in meaning to ______

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Automated manufacture arose out of the intimate relationship of such economic forces and technical innovations as the division of labor, power transfer and the mechanization of the factory, and the development of transfer machines and feedback systems as explained below. The division of labor (that is, the reduction of a manufacturing or service process into its smallest independent steps) developed in the latter half of the 18th century and was first discussed by the Scottish economist Adam Smith in his book An Inquiry into the Nature and Causes of the Wealth of Nations (1776). In manufacturing, the division of labor results in increased production and a reduction in the level of skills required of workers. Mechanization was the next step necessary in the development of automation. The simplification of work made possible by the division of labor also made it possible to design and build machines that duplicated the motions of the worker. As the technology of power transfer evolved, these specialized machines were motorized and their production efficiency was improved. The development of power technology also gave rise to the factory system of production, because all workers and machines had to be located near the power source. The transfer machine is a device used to move a workpiece from one specialized machine tool to another, in such a manner as to properly position the workpiece for the next machining operation. Industrial robots, originally designed only to perform simple tasks in environments dangerous to human workers, are now extremely dexterous and are being used to transfer, handle, and index (that is, to position) both light and heavy workpieces, thus performing all the functions of a transfer machine. In actual practice, a number of separate machines are integrated into what may be thought of as one large machine. In the 1920s the auto industry combined these concepts into an integrated system of production. The goal of this assembly-line system was to make automobiles available to people who previously could not afford them. This method of production was adopted by most automobile manufacturers and rapidly became known as Detroit automation. Despite more recent advances, it is this system of production that most people think of as automation.
1. According to the passage, automated manufacture did not result from ____

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New data from the New York Fed highlights how the job situation for recent  graduates is worsening. While the rest of the labor market trends favorably, fresh graduates are more likely to be unemployed than the base U.S. working population. That has not happened before in the New York Fed data going back to 1990.  While the unemployment rate for all college graduates aged up to 65 is trending lower — currently near its lowest level of this current economic cycle — the market for recent college graduates is bucking the overall trend. With the backdrop of a robust U.S. labor market, this is “an important and worrisome trend to watch because it never dropped to prior cycle lows,” DataTrek’s Jessica Rabe wrote in a note. “Even though those who have graduated from college typically get hired before less educated workers.”  The rates are calculated as a 12-month moving average. Recent college graduates are defined as those between the ages of 22 and 27, with a bachelor’s degree or higher. The unemployment rate for recent college graduates has been inching upwards, from 3.8% in May to 4% in September. In contrast, the unemployment rate for overall workers was 3.6% in September.  Fresh graduates are having a hard time because of the lack of experience and relevant education, according to Brusuelas. “There’s some concern about the unemployment rate … [but] that may have more to do with the level of experience and difficulties in finding entry level work right now for the educated class.” Moody’s Analytics Chief Economist Mark Zandi previously told Yahoo Finance that the trend also “likely reflects in part greater caution by businesses given the slowing economy and uncertainty created by the trade war.” 
5. According to paragraph 4, what is NOT related to the alarming situation of unemployment?

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We’re all born with a passion for learning that for many of us sadly fades over time. A mindset of continuous learning best positions us for an ever-evolving future. Dr. Carol Dweck, a psychologist and Stanford professor, distinguishes between a fixed mindset and a growth mindset. In a fixed mindset, people believe that their basic qualities, like intelligence or talent, are fixed traits. They believe that talent alone, without effort, creates success. They believe that they are “smart” or “dumb” and that there is no way to change. No matter how hard they work at something, a ceiling prevents them from getting better. In a growth mindset, people believe that their basic abilities can be developed through dedication and hard work. Brains and talent are a starting point. This view creates a love of learning and a resilience that is essential for great accomplishments. The sky is the limit. It’s not about proving yourself, it’s about improving yourself. “Future Shock” author Alvin Toffler once said, “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn and relearn.” Learning and relearning can be fun. Unlearning is hard. It’s hard discarding old thinking, protocols, treatment plans, business practices and communication styles. But that hard work is necessary to progress and grow as people and professionals. Unlearning is particularly difficult for adults; kids are good at it. Our thinking becomes more rigid as we age. How difficult was it for medical professionals of the past to unlearn bloodletting, lobotomies, arsenic and mercury treatments, urine for teeth whitening, shock therapy, and heroin for children’s coughs? All were considered contemporary medicine in our great-grandparents’ day. The importance of learning, unlearning and relearning has never been more important than in today’s rapidly changing workplace
2. The word “positions” in paragraph 1 can be replaced by______

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We can learn how ______ a lantern on the Mid- autumn .

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Air pollution is the most prominent and dangerous form of pollution. It occurs dues to many reasons. Excessive burning of fuel which is a necessity of our daily lives for cooking, driving and other industrial activities releases a huge amount of chemical substances in the air every day; as a result, these pollute the air. Smoke from chimneys, factories, vehicles or burning of wood basically occurs due to coal burning. This releases sulphur dioxide into the air making it toxic. The effects of air pollution are evident too. Release of sulphur dioxide and hazardous gases into the air causes global warming and acid rain which in turn have increased temperatures, erratic rains and droughts worldwide making it tough for animals to survive. We breathe in every polluted particle from the air, the result is an increase in asthma and cancer in the lungs. Another effect of air pollution is ozone layer depletion. Ozone layer is the thin shield high up in the sky that prevents ultra violet rays from reaching the Earth. As a result of human activities, chemicals, such as chlorofluorocarbons (CFCs) which play a key role, were released into the atmosphere which contributed to the destruction of ozone layer. Water pollution has taken toll of all the surviving species of the earth. Almost 60% of the species live in water bodies. It occurs due to several factors; the industrial wastes dumped into the rivers and other water bodies cause an imbalance in the water leading to its severe contamination and death of aquatic species. If you suspect that nearby water sources have been contaminated by a corporation then it might be a good idea to hire an expert to see you options. Moreover, spraying insecticides, pesticides like DDT on plants also pollutes the ground water system and oil spills in the oceans have caused irreparable damage to the water bodies. Eutrophication is another big source; it occurs due to daily activities like washing clothes or utensils near lakes, ponds or rivers; this forces detergents to go into water which blocks sunlight from penetrating, thus reducing oxygen and making it inhabitable. Water pollution not only harms the aquatic beings but it also contaminates the entire food chain by severely affecting humans dependents on these. Waterborne disease like cholera, diarrhea have also increased in all places. Another type of pollution common in the countryside is soil pollution. Soil pollution occurs due to the incorporation of unwanted chemicals in the soil due to human activities. Insecticides and pesticides absorb the nitrogen compounds in the soil making it unfit for plants to derive nutrition. Release of industrial waste, mining and deforestation also damages the soil. Since plants can’t grow properly, they can’t hold the soil and this leads to soil erosion.
1. What is NOT mentioned as a cause of air pollution?

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You’ll be able to purchase high-quality emotions online. Emotion-sharing experiences  are the latest fad in 2045. Imagine your friend at Glastonbury can post a photo on Instagram and with it comes bundled a faint twinkling of what she was feeling right there in that moment, so you too can share emotionally in her social experience.  Recently, techniques for direct brain stimulation, like opt genetics, have made it possible to not only read but also write information into single neurons. At the moment data transfer rates are still very slow, the best we can do is a few bits per second, but this could well increase to kilobits or maybe reach broadband speeds by 2045. This means the range of human perception could expand beyond its current design limitations. One could foresee a new and extraordinary world where there is a virtual marketplace for trading high quality emotions – where artists looking for a particularly high strength brew of melancholy, or actors needing to channel regret or compassion for their next play, could purchase emotions online.  Our cities will be made from living, dynamic materials that respond to the environment. In 30 years, tall buildings made of glass and twisted steel will be seen as relics from a bygone era, in the same way we think now of 1970s concrete tower blocks: ugly, outdated and unfit for contemporary purpose. The urban environment of 2045 blends architecture with living materials that are mouldable, adaptable, responsive and disposable.  Entirely new synthetic life forms, or biological machines, made of engineered living cells from bacteria, fungi and algae will grow and evolve with the changing needs of a building’s inhabitants. They breathe in pollutants, clean wastewater, and use sunlight to make useful chemicals, energy, heat and vibrant vertical gardens. We will start to see a convergence between biology and technology, to the point where there is no longer a perceptible difference between the two. Today, synthetic biology labs are looking at the full diversity of what nature has to offer and using this to mix, match and edit genomes to design synthetic life forms. Right now, this field is just getting started and the science of synthetic biology is going to be tougher than most will admit.  We will use invisibility cloaks to “disappear” ugly objects. Invisibility has forever been a tantalizing prospect. The key to cloaking lies in the way the electromagnetic spectrum  (including visible light) interacts with objects. The human eye picks up electromagnetic radiation that falls and scatters from objects and we perceive this as light. In recent decades, scientists figured out using mathematics that it might just be possible to imagine a new class of artificial materials made of intricate tiny features with light bending properties. They named them metamaterials.  Using nanotechnology engineering, scientists have since shown cloaking actually works – in principle at least, for a narrow range of colours and only from certain viewing angles. The future applications of cloaking are highly uncertain and will likely be determined by the fads and social contagion of the time. They may be used in everything from novelty gimmicks to making unsightly construction sites and power stations seemingly ‘disappear’.   
5. The word “perceptible” in the third paragraph is closest in meaning to ______

Fill in each numbered blank with one suitable word or phrase.

Researchers in communication show that more feelings and intentions are (1) _______ and received nonverbally than verbally. Mehrabian and Wienerfollowing have stated that only 7% (2) _______ message is sent through words, with remaining 93% sent nonverbal (3) _______.

Humans use nonverbal communication because:

1. Words have limitations: There are (4) _______ areas where nonverbal communication is more (5) _______ than verbal, especially when we explain the shape, directions, personalities which are expressed nonverbally.

2. Nonverbal signal are powerful: Nonverbal cues primarily express inner (6) _______ while verbal messages deal basically with outside world.

3. Nonverbal message are likely (7) _______ more genuine: because nonverbal behaviors cannot be controlled as easily as spoken words.

4. Nonverbal signals can express feelings inappropriate to state: Social etiquette limits (8) _______ can be said, but nonverbal cues can communicate thoughts.

5. A separate communication channel is necessary to (9) _______ send complex messages: A speaker can add enormously to the complexity of the verbal message through simple nonverbal (10) _______

(9) _______

Choose the best answer;
It is not easy at all to get a good job without any ____ qualifications.