【正文】 r39。s Nightmare1. The jumper I had been given for my birthday was too small for me, and one day while showing some friends around London, I thought it would be sensible to dash into the large department store where it had been bought and exchange it for a larger one. I told my friends to wait in the car and rushed into the store. The girl I spoke to at the counter was extremely helpful but unfortunately they had no others in my size, so I left with the original gift after putting it and the receipt for it back in my bag. 2. I dashed out of the store to rejoin my friends, who were still waiting in the car. 3. Excuse me. Stop right there! You39。d better e with us! 4. Suddenly, my arms were grabbed viciously by a stern, bearded man and a surprisingly similar woman. They refused to tell me who they were or what I was accused of. I demanded to know what I had done wrong, but this was met with silence as they marched me through a side entrance to the store and to a small room upstairs. I had always assumed that a receipt would be enough to prove a shopper39。s innocence in such cases. But when I showed them mine, they looked at me as if I were trying to get away with a particularly cunning trick. 5. How do we know that39。s really your receipt? 6. The next person I spoke to was their boss, who came in a few minutes later. When I explained to him what had happened, he seemed totally uninterested. By now, I was furious and upset but I continued to protest that I was innocent and that I was not a shoplifter. 7. Eventually, and with great reluctance, the two detectives and their boss left to find the shop assistant I had spoken to before. 8. When the manager arrived a little later, begging forgiveness, it was naturally rather satisfying. But even the most enjoyable visions of managers on their hands and knees and sacked store detectives couldn39。t really fort me. Their sudden, ruthless behaviour and their rudeness and insensitivity had left me badly shaken, and I dread to think what would have happened if I had had a less clearcut case or had been in a more fragile state. * * * * * To err is human, to forgive, divine. —Alexander PopeREADING II （P 32）A Letter of Complaint14 Shakespeare Drive, Solihull, West Midlands. 31st July 1986 The Manager, The Falstaff Restaurant, Oxford Avenue, StratforduponAvon, Warwickshire. Dear Sir, I am writing to make a strong plaint about the impolite treatment my guests, my wife and I received when we visited your restaurant last Friday evening. On booking a table for four by telephone on Wednesday we were assured that there would be ample room for us despite the fact that you had only been open for a few days and were already heavily booked. We appreciate that there must be great demand for restaurant meals at this time of the year in such a popular and historic area but we were not expecting such an illmannered reception on the part of your head waiter. Our American guests are currently touring the Shakespeare country and were looking forward to a traditional English dinner in such a charming, picturesque setting. Our hopes for an enjoyable evening out were immediately ruined when your head waiter informed us that he had received no booking in our name and, consequently, no table was reserved for our party. My wife and I protested at this and asked to speak to the Manager, who, we were told, was unavailable. Your staff then offered us a table which we all had to share with another couple and no effort was made to smooth over the unpleasantness we had experienced. We also had to wait some considerable time before the menu was brought to us and our order taken. I trust you will give this plaint your prompt attention as the whole embarrassing incident was a great disappointment to our guests and sets a very bad example of English hospitality. Unit 4DIALOGUE I （P 39）Pollution ControlA: So you39。re from London, Dave. Some time ago I read an interesting story about London fog. B: Oh yeah, I think I know the one you mean. It39。s about a blind woman leading a man with good eyesight to his home in a dense fog. A: That39。s right. Since then, I39。ve always thought of London as a city full of fog. It must be terrible living there. B: That39。s already history. London is no longer like that. The yellowblack winter fog has disappeared since the Clean Air Act was enforced in 1956. Since then the average winter sunshine has doubled. And the Thames is swarming with fish. A: Wow! I wish we could do away with air pollution and dust here. It39。s been tormenting us for years. B: It39。s not as bad as that, is it? I39。ve found this city clean. A: Ah, but this is a suburban area. Go to the industrial zone and you39。ll be bothered by the air and water pollution. B: The factories must have been set up a long time ago. Old factories are usually not equipped with pollution control devices. That was the same in my country. It took us many years to make our industrial cities clean and healthy. A: But the trouble we have is that even some of the newer factories didn39。t include pollution control measures when they were built. Besides, quite a number of factories were built in the middle of residential areas. B: That really makes life intolerable. New factories should39。ve been built out of town. A: Yes. They shouldn39。t have been built in an urban area. And they should39。ve been equipped with treatment devices to control smoke, dust, and water pollution. B: And the noise pollution in the city should also be controlled. Every time I go downtown, I39。m irritated by all the noises in the streets. A: The blowing horns? B: Yes. The motorists blow their horns whenever they like. Especially the taxis and scooters, they have added considerably to this noise pollution. They totally ignore the city restrictions on horn blowing. They don39。t seem to consider noise harmful to humans. A: Well, more and more people have e to know