2007年11月国家涉外秘书四级英语真题 A.ListeningTest I.Directions:Trueorfalse.(5questions,2markseachquestion,10marksaltogether )Put for thetrueorXforthefalseinthebracketsinfrontofeachquestion.Onthetapeyo uwillhearatelephoneconversationbetweenahotelguestandtherecptionistatthehotel.T hetapewillbeplayedtwice..判断对错。在每题前面的括号中画√（对）或X(错)。下面 你将听到酒店顾客和接待员间的对话，录音将播放两遍。（每题2分，共10分） []1.Theconversationprobablytookplaceinthehotel. []2.Mr.Smithwasresponsiblefortheroomreservationforthisgroup. []3.ThewomanwasverysorryfornotenoghroomsforMr.Smith. []4.Therewere80roomsinanotherhotel. []5.Thewomanapologizedfortheinconvenience. II.Inthisquestionyouwillhearaconversation.Thetapewillbeplayedonceforyoutog etusedtoitandthenagainforyoutowritedownwhatyouhear.Completethesentencesaccordi ngtowhatyouhear.YouMAYneedtowitedownMORETHANONEwordifnecessary.Afterthetapehas beenplayedthesecondtimeyouwillbegiventwomoreminutestofinishwritingthedialoguea ndtocheckspelling,grammarandneatness.(2 markseach,10 marksaltogether)请根据听到 的内容填空，如果需要，一个空可能填写不止一个单词。（每题2分，共10分） F:Mmm,thisisdelicious!IloveThaifood. M:Yes,thisisoneofmy. Londonrestaurants. F:Iwasin lasttimelatesuchgoodfood. M:Ohreslly?Whereyouthereforworkorpleasure? F:Forwork,Iworkedforabigmultinational,intheirmarket-researchdepartment. M:Whatdoesamarketreseacherdo,then. F:Ihavetofindoutwhatpeoplelikeordon'tlikeaboutaproduct. M:Howdoyoudothat? F:Iaskthem. M:It'sthanthatthough,Madline,isn'tit? F:Yes,itis.Ihavetowitequestionaboutaproduct.Thenweusethequestionairestogeti nformationaboutwhatpeoplethinkoftheproduct,howoftentheybuyit,wheretheybuyit,why theybuyitandsoon. M:Howdoesthathelpthecompany?
2007 年 11 月国家涉外秘书四级英语真题 A.ListeningTest Ⅰ.Directions:Trueorfalse.(5questions,2markseachquestion,10marksaltogether .)Put√forthetrueor×forthefalseinthebracketsinfrontofeachquestion.Onthetapeyo uwillhearatelephoneconversationbetweenahotelguestandtherecptionistatthehotel.T hetapewillbeplayedtwice.判断对错。在每题前面的括号中画√（对）或×（错）。下面 你将听到酒店顾客和接待员间的对话，录音将播放两遍。（每题 2 分，共 10 分） []1.Theconversationprobablytookplaceinthehotel. []2.Mr.Smithwasresponsiblefortheroomreservationforthisgroup. []3.ThewomanwasverysorryfornotenoghroomsforMr.Smith. []4.Therewere80roomsinanotherhotel. []5.Thewomanapologizedfortheinconvenience. Ⅱ.Inthisquestionyouwillhearaconversation.Thetapewillbeplayedonceforyoutog etusedtoitandthenagainforyoutowritedownwhatyouhear.Completethesentencesaccordi ngtowhatyouhear.YouMAYneedtowitedownMORETHANONEwordifnecessary.Afterthetapehas beenplayedthesecondtimeyouwillbegiventwomoreminutestofinishwritingthedialoguea ndtocheckspelling,grammarandneatness.(2markseach,10marksaltogether)请根据听到 的内容填空，如果需要，一个空可能填写不止一个单词。（每题 2 分，共 10 分） F:Mmm,thisisdelicious!IloveThaifood. M:Yes,thisisoneofmy__________Londonrestaurants. F:Iwasin________lasttimeIatesuchgoodfood. M:Ohreslly?Whereyouthereforworkorpleasure? F:Forwork,Iworkedforabigmultinational,intheirmarket-researchdepartment. M:Whatdoesamarketreseacherdo,then. F:Ihavetofindoutwhatpeoplelikeordon’tlikeaboutaproduct. M:Howdoyoudothat? F:Iaskthem. M:It’s________thanthatthough,Madline,isn’tit? F:Yes,itis.Ihavetowitequestionaboutaproduct.Thenweusethequestionairestogeti nformationaboutwhatpeoplethinkoftheproduct,howoftentheybuyit,wheretheybuyit,why theybuyitandsoon. M:Howdoesthathelpthecompany?
F:Well, theanswersofthepublicgives,itcouldchangeitsadvertisements,o rreducethepriceoftheproductorchangethepacking.Thenthecompanysellsmoreandmakesmo remoney. M:AndisthisallinEnglish? F:No,Ihavetospeakseverallanguages.It'sluckyIlikelearningnewlanguages! M:AndisthisallinEnglish? F:No,Ihavetospeakseverallanguages.It'sluckyIlikelearningnewlanguages! M:Doyoulikeyour job? F:Yes,Ido.Iliketravelingandmeetingnewpeople,andIhavetotravelalot.Lastyear,I wentto M:Isthereanythingyoudon'tlikeaboutyour job? F:Yes;Ireallydon'tlikewritingreports.Ipreferwritingthequestionaires-it's morefun. B.WritingTest I.Pleasechoosecorrectwordfromtheboxbelowforeachblank.(2markseachblank,5b1 anks,10 marksaltogether).从下框中选出恰当的词填空每空一词。（每空2分，共10分） Limited,fair,bath,Argentina,single SuanLeehascometoManchesterforatradel) Shearrivedthisevening,Monday,Ju nethesecond,andisstayingforthreedays.Shehasareservationfora2) roomwitha3 attheGrand,abighotelinthecenterofManchester.Mariaisfrom4) inSouthA merica,andshelivesandworksinBuenosAireswheresheisthemanagingdirectorofLuxaGlasw are5) II.Vocabulary:Pleaseputtherightanswer(A,B,CorD)intheblankspaceforeachquest ion.(1 markseachquestionl0 questions,.l0 marksal together).词汇：请选择正确的答案填 在横线上(A,B,C或者D,每题只有一个正确答案)。（每题1分，共10分） 1.Wearelookingforwardtothe0lympicGames, theyhaveneverbeenheldbeforeint hiscountry. (A)for(B)why(C)becauseof(D)dueto 2.Thoughold,mygrandmaneverforgets_-hernapkintocoverhermouthwhenshehastoco ughduringameal (A)touse(B)using(C)tohaveused(D)havingused 3.Productioncostshaverisen inthelastsixmouths. (A)considerable(B)considerably(C)considerately(D)consideratedly 4.Werealizewearenotallowedany_inCompanypolicy
F:Well,_________theanswersofthepublicgives,itcouldchangeitsadvertisements,o rreducethepriceoftheproductorchangethepacking.Thenthecompanysellsmoreandmakesmo remoney. M:AndisthisallinEnglish? F:No,Ihavetospeakseverallanguages.It’sluckyIlikelearningnewlanguages! M:AndisthisallinEnglish? F:No,Ihavetospeakseverallanguages.It’sluckyIlikelearningnewlanguages! M:Doyoulikeyourjob? F:Yes,Ido.Iliketravelingandmeetingnewpeople,andIhavetotravelalot.Lastyear,I wentto__________. M:Isthereanythingyoudon’tlikeaboutyourjob? F:Yes;Ireallydon’tlikewritingreports.Ipreferwritingthequestionaires—it’s morefun. B.WritingTest Ⅰ.Pleasechoosecorrectwordfromtheboxbelowforeachblank.(2markseachblank,5bl anks,10marksaltogether).从下框中选出恰当的词填空每空一词。（每空 2 分，共 10 分） Limited,fair,bath,Argentina,single SuanLeehascometoManchesterforatrade1)______.Shearrivedthisevening,Monday,Ju nethesecond,andisstayingforthreedays.Shehasareservationfora2)________roomwitha3 )_______attheGrand,abighotelinthecenterofManchester.Mariaisfrom4)______inSouthA merica,andshelivesandworksinBuenosAireswheresheisthemanagingdirectorofLuxaGlasw are5)_____. Ⅱ.Vocabulary:Pleaseputtherightanswer(A,B,CorD)intheblankspaceforeachquest ion.(1markseachquestion10questions,10marksaltogether).词汇：请选择正确的答案填 在横线上（A,B,C 或者 D,每题只有一个正确答案）。（每题 1 分，共 10 分） 1.WearelookingforwardtotheOlympicGames,______theyhaveneverbeenheldbeforeint hiscountry. (A)for(B)why(C)becauseof(D)dueto 2.Thoughold,mygrandmaneverforgets___-hernapkintocoverhermouthwhenshehastoco ughduringameal. (A)touse(B)using(C)tohaveused(D)havingused 3.Productioncostshaverisen____inthelastsixmouths. (A)considerable(B)considerably(C)considerately(D)consideratedly 4.Werealizewearenotallowedany_____inCompanypolicy
(A)talk(B)speak(C)tell(D)say 5.Ifyouareworkinginalargedepartment,answerthecallbygivingthenameofyour. first. (A)department (B)unit(C)company(D)self 6.Therulesofmannersthathomecallsdemandare thoseofbusinesscalls. (A)differentwith(B)theoppositeof(C)similarto(D)stricterthan 7.Weshouldbegreatly_ifyouwouldletushaveyourcurrentpricesincludingservi cecharges. (A)gratitude(B)thankyou(C)obliged(D)appreciate 8.Iwouldlikeyouto_ thisbookingbyreturn. (A)confirm(B)acknowledge(C)makesure(D)arrange 9.CanThavea_ withMr.ErichGraber,please? (A)phrase(B)word(C)sentence(D)speak 10.Ifeelthattheconferenceitself thefirstofitskind,wasagreatsuccess (A)because(B)if(C)but(D)although Ⅲ.ReadingComprehension:阅读理解 SectionA:BoolCompletethefollowingpassagewiththewordsprovided.(2marksforeac hb1ank,10 marksaltogether)用下面的词填空，每题2分共10分 Or,may,so,should,must, Problems arisewhenyourbossisaway,andyou decidewhatactiontotake. youdealwiththemyourself?Contactyourbossbycableortelephone?Getintouhwithh isdeputyorpartneroranothermemberoftheboardofdirectors?_ simplyleavethemuns olveduntilyourbossreturns?Experienceandcommonsencsewillhelpyoutodecide;noonecan laydownhardandfastrulestocoverallsituations.Awordofcautionmightcomeinusefulatth isstage.Whileinitiativeandenterprisearethenecessaryattributesofagoodsecretary, aregood judgmentandawarenessofone'slimitations.Beclearinyourownmindjustho wfaryourauthoritygoes:getyourfactsatraight;wherepossible,seekasecondopinion.The nwhenyoudecideonaaction,seeitthroughhard,ifitshouldmisfire,bereadytotakethecons equences SectionB: Directons: Completethefollowingpassagewiththewordprovided.(2markforeachblank,10marksaltoge ther)用下面所给词填空，每题2分共10分
(A)talk(B)speak(C)tell(D)say 5.Ifyouareworkinginalargedepartment,answerthecallbygivingthenameofyour_____ __first. (A)department(B)unit(C)company(D)self 6.Therulesofmannersthathomecallsdemandare_____thoseofbusinesscalls. (A)differentwith(B)theoppositeof(C)similarto(D)stricterthan 7.Weshouldbegreatly______ifyouwouldletushaveyourcurrentpricesincludingservi cecharges. (A)gratitude(B)thankyou(C)obliged(D)appreciate 8.Iwouldlikeyouto________thisbookingbyreturn. (A)confirm(B)acknowledge(C)makesure(D)arrange 9.CanIhavea________withMr.ErichGraber,please? (A)phrase(B)word(C)sentence(D)speak 10.Ifeelthattheconferenceitself__________thefirstofitskind,wasagreatsuccess . (A)because(B)if(C)but(D)although Ⅲ.ReadingComprehension:阅读理解 SectionA:Boo1Completethefollowingpassagewiththewordsprovided.(2marksforeac hblank,10marksaltogether)用下面的词填空，每题 2 分共 10 分 Or，may,so,should,must, Problems_______arisewhenyourbossisaway,andyou_______decidewhatactiontotake. _______youdealwiththemyourself?Contactyourbossbycableortelephone?Getintouhwithh isdeputyorpartneroranothermemberoftheboardofdirectors?_______simplyleavethemuns olveduntilyourbossreturns?Experienceandcommonsencsewillhelpyoutodecide;noonecan laydownhardandfastrulestocoverallsituations.Awordofcautionmightcomeinusefulatth isstage.Whileinitiativeandenterprisearethenecessaryattributesofagoodsecretary,_ ______aregoodjudgmentandawarenessofone’slimitations.Beclearinyourownmindjustho wfaryourauthoritygoes;getyourfactsatraight;wherepossible,seekasecondopinion.The nwhenyoudecideonaaction,seeitthroughhard,ifitshouldmisfire,bereadytotakethecons equences. SectionB: Directons； Completethefollowingpassagewiththewordprovided.(2markforeachblank,10marksaltoge ther)用下面所给词填空，每题 2 分共 10 分
Generally,of,while,despite,until PaperlessOffice advancesindata-storagetechnology,hugehard-diskdrivesandcomputerfax es,thevolumeofpaperintheaverageofficehascontinuedtogrow.Itmaybethatthefinalcopy needstobeonpaper,butthefirstfivedraaftsshouldnotbe. theyoungergenerationsarecomfortablyworkingonscreen,alotofolderpeop learenothappywithadocumentdraftunlesstheyhaveaprintedcopyofit.Thereusedtobegood reasonforthis. 0ldercomputerprogramswere_ notcapableofproducingscreenpreviewsofwhattob eprinted,andyousimplyhadtoseeadraftcopy.Thisdraftwouldthenneedtobecorrectedforl ayoutseveraltimes. Thisledtomorecopies,_ __thecomputersoftwarefinallyproducedasatisfactor ydocument.Thosedaysarenowlonggone. Wordprocessingprogramstodayarecapable_ showing,onscreen,exactlywhatth eoutputwilllooklike,sothathard-copydraftsaregenerallynotrequiredfordocuments,sp readsheets,etc.But,eventhoughtheydon'tneedtoprintoutdocumentanymore,peoplestil lwantcopies“forthefile”. But,indoingso,theymissthepoint,becausethedocumentisalreadyonfile.Ofcourse,y ouneedtoknowexactlywhereeverythingisfiledsoyoucaneasilyfinditagain. Ontheotherhand,dishkdrivesarenowbigandcheapenoughthattheyareamuchbetterwayo fstoringdata. IV.TranslationTest.(4markseachquestions,5questions,20marksaltogether). (每题4分，共20分) 1.aaaasecretariesusuallydonotinvolvethemselvesdirectlywiththecommercialbusi ness;namely,theydonotdotherealbusiness. 2.Knowledgeofthebusiness,toasecreatary,generallymeansthatsheshouldbefamilia rwiththebusinessprocess,thebusinessdocuments. 3.WouldyoumindleavingMr.Graber'sdesksoasnottodisturbhispapers? 4.我们在此随信附上产品目录和价格列表，上有折扣和交货日期的细节。 5.若您需要任何更详细的信息，请与我联系。我们期待着您的回信。 V.(20marks)Yourcompanyisgoingtoorganizeatripforalltheemployeesandyouwillt akefullresponsibility..MissCharltonwillsharesomeworkwithyou;你们公司将为所有员 工组织一次旅游，你全权负责。Charlton小姐将协助你工作。 Pleasewriteanotetoherandaskher请给她写一个便条，请她：
Generally，of,while,despite,until PaperlessOffice _________advancesindata-storagetechnology,hugehard-diskdrivesandcomputerfax es,thevolumeofpaperintheaverageofficehascontinuedtogrow.Itmaybethatthefinalcopy needstobeonpaper,butthefirstfivedraaftsshouldnotbe. _________theyoungergenerationsarecomfortablyworkingonscreen,alotofolderpeop learenothappywithadocumentdraftunlesstheyhaveaprintedcopyofit.Thereusedtobegood reasonforthis. Oldercomputerprogramswere______notcapableofproducingscreenpreviewsofwhattob eprinted,andyousimplyhadtoseeadraftcopy.Thisdraftwouldthenneedtobecorrectedforl ayoutseveraltimes. Thisledtomorecopies,_________thecomputersoftwarefinallyproducedasatisfactor ydocument.Thosedaysarenowlonggone. Wordprocessingprogramstodayarecapable________showing,onscreen,exactlywhatth eoutputwilllooklike,sothathard-copydraftsaregenerallynotrequiredfordocuments,sp readsheets,etc.But,eventhoughtheydon’tneedtoprintoutdocumentanymore,peoplestil lwantcopies“forthefile”. But,indoingso,theymissthepoint,becausethedocumentisalreadyonfile.Ofcourse,y ouneedtoknowexactlywhereeverythingisfiledsoyoucaneasilyfinditagain. Ontheotherhand,dishkdrivesarenowbigandcheapenoughthattheyareamuchbetterwayo fstoringdata. Ⅳ.TranslationTest.(4markseachquestions,5questions,20marksaltogether)翻译。 （每题 4 分，共 20 分） 1.aaaasecretariesusuallydonotinvolvethemselvesdirectlywiththecommercialbusi ness;namely,theydonotdotherealbusiness. 2.Knowledgeofthebusiness,toasecreatary,generallymeansthatsheshouldbefamilia rwiththebusinessprocess,thebusinessdocuments. 3.WouldyoumindleavingMr.Graber’sdesksoasnottodisturbhispapers? 4.我们在此随信附上产品目录和价格列表，上有折扣和交货日期的细节。 5.若您需要任何更详细的信息，请与我联系。我们期待着您的回信。 Ⅴ.(20marks)Yourcompanyisgoingtoorganizeatripforalltheemployeesandyouwillt akefullresponsibility.MissCharltonwillsharesomeworkwithyou;你们公司将为所有员 工组织一次旅游，你全权负责。Charlton 小姐将协助你工作。 Pleasewriteanotetoherandaskher 请给她写一个便条，请她：
Otocollecttheempolyees'ideasabouttheplacestheywanttogo, Otomakearrangementsfortheworkshift, Otocontactthetouristagency
●tocollecttheempolyees’ideasabouttheplacestheywanttogo, ●tomakearrangementsfortheworkshift, ●tocontactthetouristagency
标准（参考）答案及评分标准 A.ListeningTest 【注意：本试卷听力部分录音在“秘书英语听力录音四级01”中。】 I.Trueorfalse.(5questions,2markseachqueston,10marksaltogether.)PutT(true) orF(false)inthebracketsinfrontofeachquestion.Onthetapeyouwillhearatelephonecon versationbetweenahotelguestandthereceptionistatthehotel.Thetapewilbeplayedtwic e.判断对错。在每题前面的括号中画√（对)或X(错)。下面你将听到酒店顾客和接待员 间的对话，录音将播放两遍。（每题2分，共10分） 1.√2.√3.√4.X5.√ II.Inthisquestionyouwillhearaconversation.Thetapewillbeplayedonceforyoutog etusedtoitandthenagainforyoutowritedownwhatyouhear.Completethesentencesaccordi ngtowhatyouhear.YouMAYneedtowirtedownMORE T H A N ONEwordifnecessary.Afterthetapehasbeenplayedthesecondtimeyouwillbegiventwomore minutestofinishwritingthedialogueandtocheckspelling,grammarandneatness.(2marks each,l0 marksaltogether)请根据听到的内容填空，如果需要，一个空可能填写不止一个单 词。（每题2分，共10分） 1.favorite2.Thailand3.abitmoredifficult4.inresponseto5.America,Singapore,So uthAfricaandIreland B.WrittenTest I.Fillingtheblanks(2markseachquestions,5questions,10marksaltogether). 填空，每题2分，共10分。 1.fair2.double3.bath4.Argentian5.Limited Ⅱ.Vocabulary(1 markseachquestion,l0 questions,.l0 marksaltogether).选择题，每 题1分，共10分 1.A2.A3.B4.D5.B6.C7.C8.A9.B10.D III.ReadingComprehension SectionA:Completethefollowingpassagewiththewordsprovided.(2markforeachblan k,l0 marksaltogether)用下面所给词填空，每题2分共10分 1.despite2.while3.generally4.until5.of IV.TranslationTest.(4markseachquestion,5questions,20marksaltogenther)Pleas etranslatesentencel,2and3intoChineseandtranslatesentence4and5intoEnglish.. 每题4分，共20分 1.秘书通常不直接参与到商业上的生意往来当中：(2分)也就是说，他们并不是真正 地做生意。(2分)》
标准（参考）答案及评分标准 A.ListeningTest 【注意：本试卷听力部分录音在“秘书英语听力录音四级 01”中。】 Ⅰ.Trueorfalse.(5questions,2markseachqueston,10marksaltogether.)PutT(true) orF(false)inthebracketsinfrontofeachquestion.Onthetapeyouwillhearatelephonecon versationbetweenahotelguestandthereceptionistatthehotel.Thetapewilbeplayedtwic e.判断对错。在每题前面的括号中画√（对）或 X（错）。下面你将听到酒店顾客和接待员 间的对话，录音将播放两遍。（每题 2 分，共 10 分） 1.√2.√3.√4.X5.√ Ⅱ.Inthisquestionyouwillhearaconversation.Thetapewillbeplayedonceforyoutog etusedtoitandthenagainforyoutowritedownwhatyouhear.Completethesentencesaccordi ngtowhatyouhear.YouMAYneedtowirtedownMOREＴＨＡＮ ONEwordifnecessary.Afterthetapehasbeenplayedthesecondtimeyouwillbegiventwomore minutestofinishwritingthedialogueandtocheckspelling,grammarandneatness.(2marks each,10marksaltogether)请根据听到的内容填空，如果需要，一个空可能填写不止一个单 词。(每题 2 分，共 10 分) 1.favorite2.Thailand3.abitmoredifficult4.inresponseto5.America,Singapore,So uthAfricaandIreland B.WrittenTest Ⅰ.Fillingtheblanks(2markseachquestions,5questions,10marksaltogether). 填空，每题 2 分，共 10 分。 1.fair2.double3.bath4.Argentian5.Limited Ⅱ.Vocabulary(1markseachquestion,10questions,10marksaltogether).选择题，每 题 1 分，共 10 分 1.A2.A3.B4.D5.B6.C7.C8.A9.B10.D Ⅲ.ReadingComprehension SectionA:Completethefollowingpassagewiththewordsprovided.(2markforeachblan k,10marksaltogether)用下面所给词填空，每题 2 分共 10 分 1.despite2.while3.generally4.until5.of Ⅳ.TranslationTest.(4markseachquestion,5questions,20marksaltogenther)Pleas etranslatesentence1,2and3intoChineseandtranslatesentence4and5intoEnglish.翻译。 每题 4 分，共 20 分 1.秘书通常不直接参与到商业上的生意往来当中；（2 分）也就是说，他们并不是真正 地做生意。(2 分)
2.商业知识对于一个秘书而言，(1分)通常指的是她应该熟悉商业程序和商业文件。 (3分) 3.您能否离开格莱博先生的办公桌(2分)，以免把他的文件弄乱呢？(2分) 4.Weencloseourcatalogueandpiecelistwithdetailsofdiscountsanddeliverydates. 6.Ifyourequireanyfurtherinformation,pleasecontactme.(2 分)Welookforwardtohearingfromyou.(2分) V.(20marks)Yourcompanyisgoingtoorganizeatripforalltheemployeesandyouwillt akefullresponsibiity.MissCharltonwillsharesomeworkwithyou;你们公司将为所有员工 组织一次旅游，你全权负责。Charlton小姐将协助你工作。 Pleasewriteanotetoherandaskher请给她写一个便条，请她： Otocollecttheempolyees'ideasabouttheplacestheywanttogo, Otomakearrangementsfortheworkshift, Otocontactthetouristagency
2.商业知识对于一个秘书而言，（1 分）通常指的是她应该熟悉商业程序和商业文件。 （3 分） 3.您能否离开格莱博先生的办公桌（2 分），以免把他的文件弄乱呢？（2 分） 4.Weencloseourcatalogueandpiecelistwithdetailsofdiscountsanddeliverydates. 6.Ifyourequireanyfurtherinformation,pleasecontactme.(2 分)Welookforwardtohearingfromyou.(2 分) Ⅴ.(20marks)Yourcompanyisgoingtoorganizeatripforalltheemployeesandyouwillt akefullresponsibiity.MissCharltonwillsharesomeworkwithyou;你们公司将为所有员工 组织一次旅游，你全权负责。Charlton 小姐将协助你工作。 Pleasewriteanotetoherandaskher 请给她写一个便条，请她： ●tocollecttheempolyees’ideasabouttheplacestheywanttogo, ●tomakearrangementsfortheworkshift, ●tocontactthetouristagency