听力原文：M: Nowadays, almost all job advertisements call for good communication skills. As a human resource manager, how do you see it? W: It is a term that is used regularly in the workplace. In my opinion, (19) communication means interaction and is vital in business. It ensures smooth operation between staff members, employers and clients. M: Can you explain that more precisely? W: Employers need to use excellent communication skills in order to get the very best out of their employees, while employees need to use communication skills when talking to clients as well as colleagues and employers. M: Do you say communication means talking to others? W: Well, communication doesn't always refer to conversations. M: Like what? W: For instance, (20) written communication. It is very important in business. Mostly, being in the business area, communicating for the first time with someone, for example, a client, is made through e-malls. (20) Thus, writing becomes a way through which you can create a first impression. So your writing skills have to be very good and professional. M: Besides the work communication with business clients, how do you see the interpersonal relationships among colleagues? W: Regardless of how good you are at your job, if you don't form. at least basic relationships with those around you, it will ultimately affect your career success. M: What you've mentioned seems to be about the individual but not the organization. W: Not really, the communication between individuals is part of organizational behavior. Actually, some big companies hold social events to encourage good communication between staff members. You know, bad communication leads to misunderstandings. Meanwhile, the employees should be equipped with good communication skills when they talk to clients. (21) To ensure that business continues to grow, a company's clients should undoubtedly trust its employees. This can never be the case if there is any miscommunication. (20)