【正文】 e able to understand why the customer is plaining, so that satisfactory steps can be taken.Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.21. Whom do angry customers tend to aim their dissatisfaction and plaints at?A. Staff members.B. Company managers.C. Those who acpany them.22. When a customer shouts rudely at you, you should .A. arg1e back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer23. The underlined sentence “Use your ears more than your mouth” means .A. Your mouth is not more important for you than your ears.B. You should listen more than you speak.C. You should talk more than you listen.24. When dealing with an angry customer, which is NOT the right attitude?A. Be concerned.B. Be patient.C. Be amused.25. Which of the following statements is true according to the passage?A. When the customers plain, you needn’t listen carefully.B. You needn’t say sorry to those angry customers.C. You should relax yourself and try to understand the angry customers.2630 題：請根據(jù)短文內(nèi)窯判斷給出的語句是否正確，正確的寫“T”，錯(cuò)誤的寫“F”，并將答案寫在題前括號(hào)內(nèi)。Passage 2Good Communication Skills Key to SuccessGood munication skills are the key to success in life, work and relationships. Without effective munication, a message can turn into an error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly delivered.The steps for good munication skills:1. Know what to say. Understand clearly the purpose and intent of your message.2. Know how to say it. Begin by making eye contact , which shows confidence. Then pay attention to your body language.3. Listen. After you’ve finished talking, you should stop, listen, and look for feedback and clues of prehension.4. Reach understanding. To municate well is to understand and be understood. More tips for developing good munication skills:1. The better you are able to express yourself, the better your ability to municate.2. Practice your listening skills. Be considerate of other speakers by waiting until they are done before stating your views.3. Learn to understand and appreciate different views by being openminded. It will in turn, gain you more cooperation and understanding.4. Avoid trying to municate when in an emotional state. Take time to consider your position through before speaking.When you take the time to develop good munication skills, it means you open yourself up to better relationships, more career opportunities, and increased selfconfidence. Moreover, you reach higher levels of mutual understanding and cooperation while successfully attaining your goals.( T ) 26. A message must be understood, interpreted or delivered correctly with munication.( F ) 27. When you talk with others you can pay little attention to your body language.( T ) 28. The better you are able to understand others, the better your ability to municate. ( T ) 29. Before stating your opinions, you39。d better let the speaker finish his or her talking first.( T ) 30. Don’t argue or debate with others if you feel angry or displeased.四、翻譯（ 共計(jì) 20 分，每小題 4 分）3135 題：選擇正確的譯文，并將答案序號(hào)寫在題前括號(hào)內(nèi)。31. They are willing to understand their partner’s position first before trying to get understood.A. 在得到合作對方理解后，他們才愿意理解合作伙伴的立場。B. 在得到合作對方理解前，他們愿意先理解合作伙伴的立場。C. 他們愿意去了解對方的立場但必須先想明白。32. The more familiar interviewing feels to you, the less anxiety you will feel with the process.A. 你對面試越熟悉，在面試過程中你的焦慮就會(huì)越少。B. 面試中熟人多，面試過程中你焦慮也會(huì)少。C. 你熟悉面試多一點(diǎn)，面試中的麻煩就會(huì)少一點(diǎn)。33. By the following week, when he’s on his own, he feels he has a pretty good idea of what he needs to do, and how to go about it.A. 直到跟著的那個(gè)星期 他一個(gè)人的時(shí)候 他感到對于自己需要做什么以及如何開始做非常清楚。B. 到第二個(gè)星期，他一個(gè)人的時(shí)候，他感到對于自己需要做什么以及如何開始做有了一個(gè)很好的主意。C. 到第二個(gè)星期，當(dāng)他獨(dú)立工作的時(shí)候，他感到對于自己需要做什么以及如何開始做非常清楚。34. A few minutes later the doctor came out of his room for the third time.A. 幾分鐘后，醫(yī)生第三次從他的房間走出來。B. 醫(yī)生在遲到的幾分鐘后，終于從他的房間走出來為了第三名。C. 幾分鐘后，醫(yī)生來到他的房間第三次。35. Having patience with your customers and with yourself will go a long way in winning over hostile customers.A. 對顧客和對自己有耐心將走很長的路才能贏得生氣的顧客對你工作的支持。B. 對顧客和對自己有耐心將在贏得生氣的顧客對你工作的支持方面大有幫助。C. 對顧客和對自己有耐心將會(huì)很難贏得生氣的顧客對你工作的支持。10