2 . Are you happy with your appearance?     1    

“Almost all the girls with single-fold eyelids (单眼皮) in our class have had double eyelid operations,” Zeng, a Senior 2 student from Chengdu, told Xinhua. Zeng had the same surgery done this summer.     2    

From popular photo-editing apps to plastic surgery (整形手术), it seems that large eyes, pale skin and a skinny body are the only standard for beauty these days. But can following this standard really make us feel good about ourselves?

    3     . According to Huxiu News, over six in ten girls choose not to take part in certain daily activities, such as attending school, because they feel bad about their looks. As much as 31 percent of teenagers avoid speaking up in class because they worry that others will notice their looks.

“Many teenagers are upset about their appearance because they believe in unrealistic standards of beauty,” experts say.       4     Seeing all these things can make anyone believe that they’re too dark, too fat, too short, or too tall.

However, trying to live up to strict standards can make us feel anxious. What troubles us is not just our “imperfect” looks, but the fact that we criticize ourselves too much.

    5     Plus-size models are being featured in some fashion shows. All of us should be just as confident as they are.

5 . Most children now chat daily either online or through their mobile phones.     1     Some are shy in real life but are confident to communicate with others online; others find support from people of their own age on relationship issues, or problems at home.

Sometimes the online world, just like the real world, can cause problems, such as bullying (恃强凌弱) or arguments.     2     But there are also a few people who use the Internet for illegal aims. Children must be made aware of both the good things and the dangers.

    3     Just as you decide which TV programs are suitable, you need to do the same for the websites and the chat rooms your children visit. Remind your children that online friends are still strangers. Reminding them of the risks will keep them alert (警惕的).

    4     So it’s likely that your children may know more than you do. We get left behind when it comes to the latest gadgets and the interactive areas of websites, like chat rooms and message boards.     5     Chatters love to use abbreviations (缩略语) such as: atb (all the best), bbfn (bye bye for now), Idk (I don’t know), xlnt (excellent).

7 . In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and increase market share.

It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.

New lineages for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest (投资) a lot of money in information technology and staff training in order to cope with the “phone rage (愤怒)” — caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.

“Many people do not like talking to machines,” says Dr. Storey Senior Lecturer in Marketing at City University Business School, “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust — the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”

Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be come out within five hours, but getting it done within two ); replacing a faulty product immediately: throwing in a gift voucher (购物礼券) as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints.

Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever suggests best meets the case).

Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.

For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their name, job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.

British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.

Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please”. On the other hand, the more customers are promised, the greater the risk of disappointment.

Recently our class has conducted a survey about “The growth of post-90’s generation”. People’s opinions on it are divided.

Many people believe that classical music is not relevant to young people today. However, this issue (问题) frequently causes heated debate.

Some people say that classical music is associated only with old people. For example, if you look at the audience at a classical concert, the majority is over the age of fifty.

Others say it is more popular than we first imagine. Many young people listen to classical music without realizing. It is often used in films and advertisements. For example, a famous piece of classical music was used as the theme music for the 1990 World Cup. Not many people could have given its name, but millions enjoyed it.

Also, some people point out that young people produce new music based on classical ideas: for example, it is said that rap (说唱) music was invented by a classical musician in 1912, but it is now used by young people in pop music.

However, young people point to the fact that classical music has been outstripped (超越) by technology. To play a classical instrument, such as a violin, you need to study hard and practise for hours. Nowadays, you don’t need to get aching arms from practising. A teenager can write and make music using a computer program in the comfort of their own bedroom.

A final point to bear in mind is that the term “classical music” is used to refer to a great variety of music, from jazz to pieces for large orchestras (管弦乐队). This makes it even more difficult to say whether classical music is relevant to young people.

So, it may be only a minority of young people who play classical instruments, but when it comes to enjoying classical music, it depends on the piece of music. It may be more relevant to young people in the modern world than they realize!

10 . Last August, Joe and Mary Mahoney began looking at colleges for their 17-year-old daughter, Maureen. With a checklist of criteria(标准) in hand, the Dallas family looked around the country visiting half a dozen schools. They sought a university that offered the teenager's intended major, one located near a large city, and a campus where their daughter would be safe.

“The safety issue is a big one,” says Joe Mahoney, who quickly discovered he wasn't alone in his worries. On campus tours other parents voiced similar concerns, and the same question was always asked: what about crime? But when college officials always gave the same answer—“That’s not a problem here.”—Mahoney began to feel uneasy.

“No crime whatsoever?” comments Mahoney today, “I just don’t buy it.” Nor should he: in one year alone, the U. S. Department of Education had reports of nearly 400,000 serious crimes on or around our campuses. “Parents need to understand that times have changed since they went to college,” says David Nichols, author of Creating a Safe Campus. “Campus crime mirrors the rest of the nation.”

But getting accurate information isn’t easy. Colleges must report crime statistics(统计数字) by law, but some hold back for fear of bad publicity, leaving the honest ones looking dangerous. “The truth may not always be obvious,” warns S. Daniel Carter of Security on Campus, Inc, the nation's leading campus safety watchdog group.

To help concerned parents, Carter promised to visit campuses and talk to experts around the country to find out major crime issues and effective solutions.