1 . Steve and I pulled trash for four solid hours continuously, except for about five minutes when we stopped to talk. My shoulder hurt badly each time I put another full barrel on it, and my legs occasionally trembled as I was heading for the street. But the rest of me said, “Go, trashman, go.”

I could not have imagined there would be joy in this. Dump. Lift. Walk. Lift. Walk. The hours flew by. Saturday meant many people were outdoors working in their gardens or greenhouses. Most of them looked approachable enough. There wasn’t time for lengthy talks but enough to exchange greetings that go with civilized ways. But I was shocked to find that this wasn’t the case.

When I said hello to them, most often the response was either nothing at all, or a surprising stare because I had spoken.

One woman in a housecoat was startled as I came around the corner of her house. At the sound of my greeting, she gathered her housecoat tightly about her and retreated quickly to the door. I heard the lock click.

Steve complained angrily on the long ride to the dump: “They don’t realize we’re humans.”

I had originally planned to stay at this employment for only two days but now I’m going to continue. I have decided, too, to keep saying hello in people’s yards. It doesn’t do any harm, and it still feels right. Frankly, I’m doing an essential task. I left this country a little cleaner than I found it this morning. Not many people can say that tonight.

John Gardner wrote that a society which praises its philosophers and looks down on its plumbers（管子工）is in trouble. “Neither its pipes nor its theories will hold water,” he warned. He might have gone a step further and called for respect for both our economists and our trashmen; otherwise, they’ll both leave rubbish behind.

1. How did the woman feel when she heard the author’s greeting?

A．Doubtful.	B．Embarrassed.
C．Frightened.	D．Pitiful.

2. At the end of the passage, what’s the author’s attitude to his job?

A．He is ashamed of it.	B．He is boastful about it.
C．He is proud of it.	D．He isn’t serious about it.

3. What does the underlined sentence in the last paragraph mean?

A．Both the facilities and the thoughts of society may go wrong.

B．Both the trashmen and the economists should not be respected.

C．Both practice and theories are important.

D．Both the pipes and the theories make sense.

4. Which of the following can be the best title for the text?

A．An Experience as a Trashman	B．The Trashman
C．Economists and Trashmen	D．Misunderstanding

2 . Love and Friendship

They are both so much related to each other. And both are so dissimilar! What are the differences between friendship and love? Is platonic（柏拉图式的）friendship possible between persons of the opposite sex?     1    

What is friendship? Why do we call a person our friend? When do we call someone a very good friend? If we care for a person, if we are always ready to help that person and if we share most of our thoughts with that person, he/she is our good friend. We can always count upon our good friends in an emergency. We are always sure that our friends will understand why we act in a certain way.     2     The friendship is so deep and the relationship is so intimate, that most of the things are automatically understood by our friends.

    3     In a relationship with deep love, all the sharing that we discussed above is taken for granted. But love transcends（超越）all this. In love, we are attached to a particular person, while in friendship, one may have many friends. A loving relationship makes one so much attached to the other that one gets pained if his/ her beloved is hurt! Love also involves a physical element.     4     This is a vital difference. Nature gives us love so that the species can go forward. Nature does not give us friendship.

Your heartbeats will never increase in anticipation of meeting your friend.     5     You will not feel totally lost, if you don’t meet your friend for a few days. You will not have dreams in your eyes thinking about your friend. But in love, you will do all this and much more. Indeed, there is no comparison between love and friendship.

A．What about love?

B．Friendship does not have that.

C．My answer is “Yes”.

D．Let us try and understand.

E．The physical element may include hand in hand while walking.

F．We need not explain anything to our very good friends.

G．You will not lie awake at night thinking about your friend.

3 . 阅读下面材料，在空白处填入适当的内容（1-3个单词）或括号内单词的正确形式。

Is “sorry” the hardest word？Not for the British Education Secretary Michael Gove,     1    has apologized recently to his former French teacher     2    his bad behavior in class. It took him 30 years to express regret. In a letter    3    (publish) in a   magazine，Mr. Gove says：“It may be too late to say I'm sorry. But，as my mom told me，it's never too late to set the record straight.”

Researchers argue that people have too high expectations of the power of saying sorry. Some psychologists say in a study that    4    (receive) an apology isn't as    5    (help) as people think. Nevertheless，apologies might be an important social tool as they reaffirm(再次确定) the     6    (exist) of rules that need to be observed.

The Education Secretary's apology might have been accepted by his old teacher but he might get     7    (he) into trouble. According to Daily Mail，Mr. Gove's mother didn't know her son was causing trouble at school and she     8    (say)：“He would have been punished     9    I had known he was being so naughty.” Later，Gove said：“I can never express my apology to him face to face these days—it just goes through to his answering machine. But when I do     10    (eventual) speak to him，I will say sorry.”

4 . A young man in Wuhan, Hubei Province has become the latest Internet sensation after a video showing his heart-warming act on a subway train went viral on social media     1    (recent).

In the video, the man can be seen     2    (hold) his mobile phone in his hand after falling asleep on a Metro, with a message in large font on the screen which reads, “Please wake me if you need my seat.”

The video     3    (record) by a fellow passenger who posted it on Weibo, The video,     4    length was just 7 seconds, has been viewed more than 19 million times in just two days. Chinese netizens were greatly touched by the young man’s act and applauded him for his kind     5    (behave). A web user even commented, “I only needed 7 seconds to fall    6    love with this young man.

The humble man     7    (refuse) an interview invitation after becoming an Internet star and said that he just did     8    he felt he should. In a Weibo post , he thanked netizens for     9    (they) love and praise. He said he would always fall asleep when he had nothing to do on the train but worried others may need the seat, so he got     10    idea of making a message on his phone screen.

5 . Have you ever had the following experience? You have been given the task of organizing a conference, which includes a must-do list about a mile long. There is the conference site, the guest list, the materials, the technology and even the food and drink to think about and plan. If you are beginning to feel the stress, slow down and take a breath.     1    .

Write down your goals. You will need to clearly define what you hope to accomplish with this conference because this will shape the rest of your decisions.       2    .

Develop your budget.       3    . Then break that budget into different parts such as conference site, materials and speakers' fees. Stick to your budget, and make sure your assistants are keeping their monetary limits as well.

    4    . When searching for locations, keep in mind the number of participants, the convenience of the location, parking and closeness to public transportation, airports and hotels. Your goal in finding a place to hold the conference should be making it as easy as possible for participants to attend.

Seek help from the staff of the conference site. If you have chosen a site that is known for holding conferences, you can seek help from the staff there as organizing meeting is what they do every day.       5    . They should be able to answer any questions or concern and provide advice when needed.

Of course, full preparations also include a walk-through. Go to the site and meet with the staff the day before to be certain that everything is in place and to take care of any small details.

A．Decide on a schedule for the meeting

B．Choose your conference site

C．Read the following skills to figure out how to organize a conference

D．Knowing what you want to achieve eases the stress of moving forward

E．Make full use of this important resource

F．You can do nothing without knowing how much money you have to spend

G．Seek help from your colleagues to support every aspect of the meeting

6 . When you are dealing with a stressful situation or going through a hard time, people in your life can help you. When someone who cares knows what you’re going through, it helps you feel understood and not so alone.    1    Problems seem smaller when you talk about them with the right person. You can do better and find out solutions more easily when you share your problems.

There are lots of different ways to get and give help.     2    Other times you need advice on things. Help can be very easy, like a homework project. Or it can go on for a while, like teaching to bring up a failing grade or advising to get through a difficult situation.

It’s likely you remember times someone helped you. Friends helped you get through sadness or deal with disappointment.     3    Teachers might have guided you through the college application process.     4     You might give a hand to your classmate who met difficulty.

Friends, parents, teachers and other adults can be great resources when you need help.     5    

Doctors can offer specialized help for a health problem. Accountants can be consulted about the tax laws.

A．Having a right person means a lot.

B．Difficulties are everywhere in your life.

C．Parents taught you to stop a bad habit.

D．Sometimes you just want to hear an encouraging word.

E．You need to learn to give help in the right way.

F．And you can also remember times when you helped others.

G．There are also times when you need the extra help that a professional can provide best.

7 . Have you ever considered volunteering? It gives you a chance to make contributions. You'll feel a sense of pride that you are volunteering your time, and a local organization will benefit, too. But how to volunteer?Follow the three steps before you enjoy it.

Pick an organization.     1     You're likely to be happier and volunteer longer at an organization that supports a cause you care about. For example, if you're interested in animal welfare, maybe you want to volunteer at an animal shelter. Much like job search sites, you can also use volunteer websites like VolunteerMatch to help you find volunteer opportunities in your area. If you still can't narrow down where you want to volunteer, start asking people you know where they volunteer.     2    

Be clear what you can offer. First identify your skills. For example, maybe you could write brochures（小册子）for local nonprofits if writing is your style.     3     You need to be sure how much time you can give to an organization based on your other commitments. If you try to do too much, you're more likely to give up.

    4     Treat the application like a job. Spend some time preparing for the interview, much as you would for a job interview.     5     Ask what's expected of volunteers. For instance, volunteers at a museum may be expected to learn parts of the galleries（展览馆）to give tours. Start volunteering slowly. That is, it's better to commit to just a little bit of time at first to see if you like volunteering at the organization.

A．Apply and get started.

B．Volunteer in person or online.

C．Then don’t forget to review your weekly schedule.

D．You'd better focus on the causes you like very much.

E．You may find one of them has the perfect opportunity for you.

F．It is also a time for you to judge whether the organization is fit for you.

G．First find an organization that's a good fit for you, and then decide what you have to offer.

8 . Each week，I give my elderly neighbor a ride to the store when I am going. She keeps trying to_______me for the ride，and I always_______refusing. I tell her that it doesn't cost any more for her to_______with me and it is_______for me to do this.

Last week，she brought a(n)_______and said happily，“I have something for you and you must accept it.” I said，“If there is money in it，I don't want it.” But she_______it on a stand. Later，I opened it to find a “thank you” card with_______in it. That night，I stopped at her house to give a plate of_______fried chicken that I had. I took an envelope and put the $10_______it along with a“________” card. When leaving，I left it________in her door.

The next day，she paid a(n)________to my home to return my________．She said，“Look，I know you put that letter in my door this morning，didn't you？” I had________forgotten about it，and I thought from the sincere________on my face，she believed me when I said that I hadn't put any letter in her door that morning. Actually，it was the night before，________I thought I wasn't lying. She went on to________the envelope and enclosed (装入) the “smile” ________，and told me how she was blessed with so many good things lately. I told her that I was so________for her，and that I hope she________to be so blessed.

1.

A．cost

B．pay

C．spend

D．take

2.

A．keep

B．admit

C．enjoy

D．stop

3.

A．climb

B．walk

C．ride

D．run

4.

A．important

B．useful

C．troublesome

D．convenient

5.

A．envelope

B．choice

C．basket

D．chance

6.

A．lied

B．laid

C．contributed

D．expressed

7.

A．$1

B．$10

C．$100

D．$20

8.

A．dark

B．bright

C．extra

D．familiar

9.

A．of

B．about

C．from

D．in

10.

A．smile

B．love

C．flower

D．hug

11.

A．appeared

B．drawn

C．placed

D．written

12.

A．attention

B．fine

C．reward

D．visit

13.

A．bike

B．pen

C．coat

D．plate

14.

A．completely

B．extremely

C．roughly

D．calmly

15.

A．mark

B．look

C．impression

D．wound

16.

A．if

B．because

C．so

D．otherwise

17.

A．defend

B．direct

C．disturb

D．describe

18.

A．stamp

B．card

C．letter

D．book

19.

A．surprised

B．sorry

C．happy

D．sad

20.

A．continues

B．challenges

C．rejects

D．expects

9 . No matter what type of business you run, it has to deal with things that go wrong from your customer’s point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements.     1     Firstly, you should listen actively to what the customer has said by maintaining comfortable eye contact.     2    

Secondly,     3     It’s important for you to know that your apology must appear sincere to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices or, you’ll do something about his complaint.

Thirdly, talk with the client and discover the best means to resolve his problem.     4    

In this case it’s important to let your customer know an estimation of how long it will take to take action on his complaint.

Fourthly, a simple “Thank you”is one way to let the customers know you appreciate the time and effort they’ve taken to inform you about a problem of your company’s service or product that you need to know about.

Finally, create a procedure for recording different types of customer complaints.     5    

A．Listen to your customer’s complaints and you can improve your service.

B．There will be times when you’ll be unable to resolve the issue immediately.

C．When receiving a complaint, you should apologize for the failure the customer has identified.

D．They are a valuable source of information to determine various root causes that need to be addressed within your company.

E．So it’s important to learn to deal with customers’ complaints efficiently.

F．Don't feel ashamed of the failure in your service or product.

G．You should also show your customer that you do understand him by giving full attention.

10 . 阅读下面短文，从短文后各题所给的四个选项（A、B、C和D）中，选出可以填入空白处的最佳选项，并在答题卡上将该项涂黑。
If we want to make friends, let’s put ourselves out to do things for other people --- things that require time, energy, unselfishness, and thoughtfulness.
When the Duke of Windsor was the Prince of Wales, he was ____ to tour South America, and before he ____ on that tour he spent months studying Spanish so that he could make public talks in the language of the country; and the South Americans ____ him for it.
For years I considered it important to find out the ____ of my friends. How? Although I don’t have faith in astrology (占星术), I began by asking my friends whether he or she ____ the date of one’s birth has anything to do with ____ and personality. I then asked him or her to tell me the month and day of birth. ____ he or she said, “November 24,”for example, I kept ____ to myself, “November 24, November 24.”The minute my friend’s back was ____ , I wrote down the name and birthday and ____ would transfer (转写) it to a birthday book. At the beginning of each year, I had these birthday dates scheduled in my calendar pad so that they came to my____ automatically. When the birthday ____ , there was my letter or telegram. What a big ____ it was! I was frequently the only person on earth who ____ .
If we want to make friends, let’s ____ people with enthusiasm. When somebody calls you on the telephone, say“Hello”in tones that suggest how ____ you are to have the person call. Many companies train their telephone operators to greet all callers in a tone that shows interest and ____ The callers feel the company is ____ about them. Let’s remember that when we answer the telephone tomorrow.
Showing a genuine ____ in others not only wins friends for you, but may ____ in its customers a loyalty to your company.1.

A．planned

B．forced

C．permitted

D．scheduled

2.

A．carried out

B．worked out

C．set out

D．turned out

3.

A．envied

B．criticized

C．loved

D．expected

4.

A．plans

B．birthdays

C．worries

D．secrets

5.

A．noticed

B．believed

C．cared

D．imagined

6.

A．character

B．talent

C．habits

D．beliefs

7.

A．If

B．Since

C．While

D．Unless

8.

A．counting

B．proving

C．explaining

D．repeating

9.

A．hidden

B．covered

C．turned

D．examined

10.

A．instead

B．later

C．again

D．still

11.

A．attention

B．control

C．touch

D．support

12.

A．arrived

B．appeared

C．lasted

D．passed

13.

A．record

B．challenge

C．embarrassment

D．surprise

14.

A．expected

B．promised

C．discovered

D．remembered

15.

A．praise

B．greet

C．help

D．encourage

16.

A．peaceful

B．worried

C．pleased

D．nervous

17.

A．surprise

B．enthusiasm

C．shock

D．imagination

18.

A．worried

B．curious

C．careful

D．concerned

19.

A．faith

B．pride

C．interest

D．understanding

20.

A．develop

B．prepare

C．involve

D．Share