阅读理解HOW TO HANDLE A BAD PERFORMANCE REVIEWGetting a bad performance review can make

阅读理解。 Can you tell me A father asks his son, ’How many letters are there in the alphabet ’ ’I don’t

阅读理解。Can you tell me A father asks his son, ’How many letters are there in the alphabet ’ ’I d阅读理解。 Can you tell me A father asks his son, ’How many letters are there in the alphabet ’ ’I don’t know,’ says his son. His father says, ’You don’t know You are in school for many years and you don’t know how many letters there are in the alphabet ’ He is very angry. His son says, ’No. But let me ask you a question, Dad. You often go to the post office, please tell me how many letters there are in the post office ’ 根据短文内容判断句子正（）5. There are twenty-six letters in the alphabet.

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:

Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.

Show that you careA、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 behaviour.

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 every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.

1. At whom do angry customers tend to aim their dissatisfaction and complaints？ {A、B、C}

A. staff members

B. company managers

C. those who accompany them

2. When a customer shouts rudely at you, you should {A、B、C}.

A. argue back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

3. The underlined sentence “Use your ears more than your mouth” means {A、B、C}.

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.

4. When dealing with an angry customer, which is NOT the right attitude？ {A、B、C}

A. Be concerned.

B. Be patient.

C. Be amused.

5. Which of the following statements is true according to the passage？ {A、B、C}

A. When the customers complain, 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.

How did the viewers feel when watching the videotape？

[A] They felt rather sad, and felt they themselves took part in the exploration.

[B] They felt keenly for it.

[C] They felt rather bad about it.

[D] They felt out of spirits.

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

An annual report provides {A. usefulB、B. uselessB、C. usefulness} information about an organization. People read annual reports in different ways. Some even {A. preferB、B. willB、C. have} to start at the back and work their way to the beginning. It makes {A. bigB、B. eachB、C. no} difference how you read them as long as you get the essential points of the business and its financial condition.

However, there is a good way to solve these reports that is {A. atB、B. bothB、C. either} most efficient and most effective. You can’t possibly go any further in your research {A. withB、B. withoutB、C. in order to} knowing what the company does! How can you insure that you have understood the report？ Just ask yourself if you understand what the company does and who its customers are.

A.deal

B.tackle

C.cope

D.treat