GroupToursoftheAreaofthe2012Si-优题课

Everyone may all have the experience of feeling anxious and stressed when having a rough day or having some troubles. Different people may choose different ways to deal with it, and for most people a break for a 10-minute walk may be quite useful.
Anyway, here is another way around: to get a piece of chewing gum, and chew it. According to a Swinburne University of Technology study, gum-chewing has been found to “relieve anxiety, improve alertness(机敏性) and reduce stress among individuals in a laboratory setting.”
Some may argue that a laboratory is not the same as an office. But check out the conditions of the study: individuals were monitored while performing “a group of ‘multi-tasking’ activities.” Doesn’t it sound like the situation in the office?
Here’s a summary of some of the study’s findings:
Gum chewers showed a reduction in anxiety as compared to non-gum chewers by nearly 17 percent during mild stress and nearly 10 percent in appropriate stress.
Gum chewers showed improvement in alertness over non-gum chewers by nearly 19 percent during mild stress and 8 percent in moderate stress.
Improved Performance: Chewing gum resulted in a big improvement in overall performance on multi-tasking activities.
Although these aren’t major improvements, every little bit works and chewing a piece of gum is a lot quicker and easier than slipping outside for a 10-minute walk. So, how does gum work this magic? In part it does so by lowering the level of cortisol(皮质醇)—a steroid(类固醇) hormone that is released in response to stress in your system.
A few words of advice before you reach for the gum: don’t crack your gum, and be sure to chew it with your mouth closed. In fact, I’d say keep the gum out of meetings, because it really looks impolite to others around you.
From the study in the text we know that_________________.

A．gum chewers may lack alertness

B．gum chewers tend to be less stressed

C．gum chewers can finish many jobs perfectly

D．gum chewers can reduce their anger easily

How does gum work to reduce stress according to the text?

A．It works by improving alertness.

B．It works by allowing a 10-minute walk.

C．It works by reducing one’s level of cortisol.

D．It works by being chewed in a laboratory setting.

Which one may the author probably agree with?

A．People can crack gum freely when meeting friends.

B．People should be careful when chewing gum at home.

C．People should chew gum with their mouths closed in a meeting.

D．It is impolite to chew gum in a meeting with people around you.

What does the text mainly talk about?

A．How to chew gum.

B．How to relieve stress.

C．Chewing gum can relieve stress.

D．Why people love chewing gum.

No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.
Firstly, listen attentively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.
Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty excuse. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.
Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.
Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.
Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.
What does the passage mainly talk about?

A．Effects of customer complaints on business.

B．Tips for handling complaints from customers.

C．Importance of dealing with customer complaints.

D．Several factors resulting in customer complaints.

The author thinks that customer complaints _____________.

A．are easy to deal with

B．are sometimes beneficial

C．can actually be avoided

D．are really quite annoying

The underlined word “authentic” in Paragraph 3 most probably means _______.

A．believable	B．touching
C．attractive	D．clever

According to the passage, what is the first thing you should do when facing the customer complaints?

A．Showing sincere attitude.

B．Making an honest apology.

C．Making an absolute promise.

D．Listening to the complaint impatiently.

Mom is usually home on Sunday but this week she was going to a big golf game and I was all alone in the house. I was mad at Mom for divorcing Dad.
I kept looking at the telephone until I couldn’t stand it any longer. I picked up the receiver and dialed Dad’s number over in Bakersfield. I even remembered to dial 1 first because it was long distance. “You promised to phone me this week but you didn’t,” I said, feeling I had to talk to him.
“Take it easy, kid,” he said. “I just didn’t get around to it. I was going to call this evening. The week isn’t over yet.”
I thought about that.
“Something on your mind?” he asked.
“I hoped you would call, so I waited and waited.” Then I was sorry I said it.
“There was heavy snow in the morning,” he said, “I had to chain up on highway 80 and lost time.”
I know putting chains on eight big wheels in the snow is no fun．I felt a little better, as long as we were talking. “How is Bandit?” I asked.
There was a funny silence. For a minute I thought the line was dead. Then I knew something must have happened to my dog.
“Well, kid—”, he began. “My name is Leigh!” I almost yelled. “I’m not just some kid you met on the street!”
“Keep your shirt on, Leigh,” he said. “When I had to stop along with some other truckers to put on chains, I left Bandit out of the cab, I thought he would get back … I have sent out a call to CB radio, but I didn’t get an answer yet.” I was about to say I understood when there came the bad part, the really bad part. I heard a boy’s voice say, “Hey, Bill, Mom wants to know when we’re going out to get the pizza?”
From the story we know that _______．

A．Leigh was a deserted boy

B．Leigh’s dad never had a rest on Sundays

C．Leigh’s dad lived in another city

D．Leigh’s mother often went to golf games

The underlined sentence “Keep your shirt on” probably means “_____” .

A．Stop talking

B．Calm down

C．Put on your shirt

D．Keep warm

Who is Bandit?
A. Leigh’s friend B. Leigh’s dog
C. Leigh’s brother D Leigh’s shirt
The worst part in Leigh’s eyes may be that ________．

A．his dad got remarried

B．his parents got divorced

C．his dad didn’t love him

D．his mom didn’t take him to pizza

Nearly a quarter-century after a German boy threw a message in a bottle off a ship in the Baltic Sea, he’s received an answer.
A 13-year-old Russian, Daniil Korotkikh, was walking with his parents on a beach when he saw something lying in the sand.
“I saw that bottle and it looked interesting,” Korotkikh told The Associated Press on Tuesday. “it looked like a German beer bottle and there was a message inside. ”
It said, “My name is Frank, and I’m five years old. My dad and I are traveling on a ship to Denmark. If you find this letter, please write back to me, and I will write back to you.” The letter, dated 1987, included an address in the town of Coesfeld.
The boy in the letter, Frank Uesbeck, is now 29. His parents still live at the letter’s address.
The Russian boy and the German man met each other earlier this month through an internet video link. The Russian boy said he did not believe that the bottle actually spent 24 years in the sea. He believed it had been hidden under the sand where he found it for a long time.
Uesbeck was especially happy that he was able to have a positive effect on a life of a young person far away from Germany. “It‘s really a wonderful story,” he said. “And who knows? Perhaps one day we will actually be able to arrange a meeting in person. ”
What is this passage mainly about?

A．Message in a bottle.

B．A beautiful beer bottle.

C．Traveling on a ship.

D．Meeting an old friend.

When the German boy threw the bottle into the sea, ________________.

A．he was going back home.

B．he was already 29 years old.

C．he was walking with his parents on a beach.

D．he was traveling to Denmark by ship with his dad.

According to the text, which of the following statements is TRUE?

A．Korotkikh’s parents still live in the town of Coesfeld.

B．The German boy did not believe that the bottle actually spent 24 years in the sea.

C．Frank Uesbeck and Daniil Korotkikh have met each other in person.

D．Daniil Korotkikh and Frank Uesbeck have got in touch with each other.

Why was Uesbeck very happy when he got the information of the 24 years’ beer bottle?

A．Because he could have a new friend.

B．Because the two boys could surf the internet together.

C．Because he finally got what he had lost.

D．Because he could have a positive influence on a life of a young person.

A teenager who is preparing to go to high school has probably heard all kinds of different things about high school freshmen from his parents , fiends , or old brothers and sisters. The change from middle school to high school can seem like a frightening experience for teens going into high school , but it is not always so hard as it may seem. Usually , middle school students can get used to high school life within a few months of their freshman year. A few tips for high school freshmen are as follows.
Grades are important . While it is important for a student to try to do his best in school , the grades that he gets in high school are even more important , since they are what colleges will look like when considering his application (申请)for their school .
Classes . The classes a freshman takes throughout his whole high school can help them a lot when he gets ready to go to college or look for a job . Some special classes allow students to get college credits（学分）while they are still in high school in some countries . Most high school classes will have more homework than middle school classes and this can be a hard adjustment (适应) at first .
Being prepared . Middle school classes might not request students to prepare very much before they attend them . But high school teachers will expect students to get everything ready before the class begins .It is also important for students to study for tests and do all homework that is required during class.
Making good choices. Most high school students have more freedom than middle school students, but what a student does with this freedom is very important to his future life for many years after high school is over. Peer pressure（同龄人压力）, while it can be good sometimes, is often a problem with younger teens .It is important for a teen to make good choices throughout his high school career so that he can be successful later on in his life .
High school is a memorable experience for teenagers .They should not be afraid of becoming a freshmen . After studying for a period of time , they will surely enjoy it.
The first paragraph mainly tells readers that _________.

A．It is necessary for teens to worry about something

B．there are few differences between high school and middle school

C．teens are too worried to go to high school

D．It is not so difficult for teens to get used to high school life

According to the passage , which of the following is right ?

A．The grades in middle school are not important

B．All the classes don’t allow the students to get credits in high school in some countries

C．A teenager may hear things about high school from their teachers

D．What a teen does with his freedom in high school has nothing to do with his college life.

What will be considered when a college decides whether to accept a student’s application or not ?

A．His choice in middle school

B．His unforgettable experience in high school

C．His grades in high school

D．His college credits in high school

The passage suggests that ________.

A．The teens don’t always have a problem with peer pressure

B．If a teen makes good choices in his high school , he will surely succeed in later life

C．The life in high school is less difficult than it looks

D．A teen needn’t be worried about his high school life because everything will be exactly the same as before.