1 . In court at 9 o'clock. Apart from me there are a few old ladies who have come to the court and a class of 14-15 year-olds with their teacher.

9:05 Court starts. First case: Henry P., 47, divorced, charged with being drunk. He refused to leave a pub at closing time and caused a bit of damage when the police tried to arrest him. P. said he had had an argument with his boss and could not face going home to an empty flat.

9:50 Mrs F., 72, shoplifting (店内偷窃). Apparently Mrs F. had stolen a frozen chicken, which she had hidden under her hat (At this the school children burst out laughing and even the judges have difficulty keeping a straight face). The chicken was so cold that she fell unconscious, otherwise she would probably not have been caught. Mrs F, in tears, says she had not eaten meat for three weeks. It turns out that, although she has the old - age pension, she does not know about other forms of support.

10:30 Peter D., 19. D. stole, or rather “borrowed” a motorcycle, intending, he said, to give it back to the owner after trying it out. D.’s father is at sea and the mother is left to bring up four children, of whom Peter is the eldest, by herself.

11:00 Mrs A., 45, a doctor’s wife, president of a local ladies’ club, was caught leaving a fashion shop wearing two dresses, only one of which belonged to her. Admitting that she had wanted to steal the dress, she could not explain why.

1. What did Henry P. do when he was caught?

A．He damaged the pub.	B．He attacked the police.
C．He bothered other customers.	D．He quarreled with his boss.

2. How would the author feel about Mrs F.’s life?

A．Active.

B．Amusing.

C．Pitiful.

D．Ridiculous.

3. Who had the unclear motivation for his/her crime?

A．Henry P.

B．Mrs F.

C．Peter

D．Mrs A.

2 . 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.

3 . Suppose you become a leader in an organization. It’s very likely that you’ll want to have volunteers to help with the organization’s activities. To do so, it should help to understand why people undertake volunteer work and what keeps their interest in the work.

Let’s begin with the question of why people volunteer. Researchers have identified several factors that motivate people to get involved. For example, people volunteer to express personal values related to unselfishness, to expand their range of experiences, and to strengthen social relationships. If volunteer positions do not meet these needs, people may not wish to participate. To select volunteers, you may need to understand the motivations of the people you wish to attract.

People also volunteer because they are required to do so. To increase levels of community service, some schools have launched compulsory volunteer programs. Unfortunately, these programs can shift people’s wish of participation from an internal factor (e.g. “I volunteer because it’s important to me”) to an external factor (e.g. “I volunteer because I’m required to do so”). When that happens, people become less likely to volunteer in the future. People must be sensitive to this possibility when they make volunteer activities a must.

Once people begin to volunteer, what leads them to remain in their positions over time? To answer this question, researchers have conducted follow-up studies in which they track volunteers over time. For instance, one study followed 238 volunteers in Florida over a year. One of the most important factors that influenced their satisfaction as volunteers was the amount of suffering they experienced in their volunteer positions. Although this result may not surprise you, it leads to important practical advice. The researchers note that attention should be given to “training methods that would prepare volunteers for troublesome situations or provide them with strategies for coping with the problem they do experience”.

Another study of 302 volunteers at hospitals in Chicago focused on individual differences in the degree to which people view “volunteer” as an important social role. It was assumed that those people for whom the role of volunteer was most part of their personal identity would also be most likely to continue volunteer work. Participants indicated the degree to which the social role mattered by responding to statements such as “Volunteering in Hospital is an important part of who I am.” Consistent with the researchers’ expectations, they found a positive correlation(正相关) between the strength of role identity and the length of time people continued to volunteer. These results, once again, lead to concrete advice: “Once an individual begins volunteering, continued efforts might focus on developing a volunteer role identity....Items like T-shirts that allow volunteers to be recognized publicly for their contributions can help strengthen role identity”.

1. People volunteer mainly out of __________.

A．academic requirements	B．social expectations
C．financial rewards	D．internal needs

2. What can we learn from the Florida study?

A．Follow-up studies should last for one year.	B．Volunteers should get mentally prepared.
C．Strategy training is a must in research.	D．Volunteers are provided with concrete advice.

3. What is most likely to motivate volunteers to continue their work?

A．Individual differences in role identity.	B．Publicly identifiable volunteer T-shirts.
C．Role identity as a volunteer.	D．Practical advice from researchers.

4. What is the best title of the passage?

A．How to Get People to Volunteer	B．How to Study Volunteer Behaviors
C．How to Keep Volunteers’ Interest	D．How to Organize Volunteer Activities

4 . Silence is unnatural to man. He begins life with a cry and ends it in stillness. In between he does all he can to make a noise in the world, and he fears silence more than anything else. Even his conversation is an attempt to prevent a fearful silence. If he is introduced to another person, and a number of pauses occur in the conversation, he regards himself as a failure, a worthless person, and is full of envy of the emptiest headed chatterbox (喋喋不休的人). He knows that ninety-nine percent of human conversation means no more than the buzzing of a fly, but he is anxious to join in the buzz and to prove that he is a man and not a waxwork figure (蜡塑人像).
The aim of conversation is not, for the most part, to communicate ideas; it is to keep up the buzzing sound. There are, it must be admitted, different qualities of buzz; there is even a buzz that is as annoying as the continuous noise made by a mosquito (蚊子). But at a dinner party one would rather be a mosquito than a quiet person. Most buzzing, fortunately, is pleasant to the ear, and some of it is pleasant even to the mind. He would be a foolish man if he waited until he had a wise thought to take part in the buzzing -with his neighbors.
Those who hate to pick up the weather as a conversational opening seem to me not to know the reason why human beings wish 1:0 talk. Very few human beings join in a conversation in the hope of learning anything new. Some of them are content, if they are merely allowed to go on making a noise into other people's ears, though they have nothing to tell them except that they have seen two or three new, plays or that they had food in a Swiss hotel. At the end of an evening during which they have said nothing meaningful for a long time, they just prove themselves to be successful conservationists.
1. According to the author, people make conversation to        .

A．exchange ideas	B．prove their value
C．achieve success m life	D．overcome their fear of silence

2. By “the buzzing of a fly” (Para. 1), the author means“_____”.

A．the noise of an insect	B．a low whispering sound
C．meaningless talks	D．the voice of a chatterbox

3. According to the passage, people usually talk to their neighbors___ ．

A．about whatever they have prepared

B．about whatever they want to

C．in the hope of learning something new

D．in the hope of getting on well

4. What is the author's purpose in writing the passage?

A．To discuss why people like talking about weather.

B．To encourage people to join in conversations.

C．To persuade people to stop making noises.

D．To explain why people keep talking.