题目内容

       Body language is the quiet, secret and most powerful language of all. It is said that our body movements communicate about 50% of what we really mean while words themselves only express 7%. So, while your mouth is closed, just what is your body saying…

    Arms.____71_____ If you keep your arms to the sides of your body or behind your back, this suggests you are not afraid of taking on whatever comes your way. _____72______ If someone upsets you, just cross your arms to show you’re unhappy.

       Head. When you want to appear confident, keep your head level. If you are monitor in class, you can take on this position when you want your words to be taken seriously. _____73_____

       Legs. Your legs tend to move around a lot more than normal when you are nervous or telling lies. If you are at interviews, try to keep them still.

       Posture. A good posture makes you feel better about yourself. _____74_____ This makes breathing more difficult, which in turn can make you feel nervous or uncomfortable.

       Mouth. When you are thinking, you often purse (皱拢) your lips. You might also use this position to hold back all angry comment you don’t wish to show. _____75______

 

A.      If you are feeling down, you normally don’t sit straight, with your shoulders inwards.

B.      If you are pleased, you usually open your eyes wide and people can notice this.

C.      Outgoing people generally use their arms with big movements, while quieter people keep them close to their bodies.

D.     How you hold your arms shows how open and receptive you are to people you meet.

E.      However, it will probably still be noticed, and people will know you’re not pleased.

F.      However, to be friendly in listening or speaking, you must move your head a little to one side.

G.     Don’t say too much when you’re happy.

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Sometimes people call each other “scared-cat”, but have you ever thought about this expression? When a cat is frightened, its heart starts beating faster, its muscles get tense, and there are changes in the chemicals in its blood- stream.

Although the cat doesn’t    16   this, its body is getting ready for action.

If the danger continues, this animal will do one of the two things. It will   17   itself, or it will run away as fast as it can.

  18  , when people are excited, angry, scared, or aroused by other emotions, our bodies also go through many   19   changes. Our hearts beat faster, and our muscles get tense. All of these changes make us more alert and ready to react. We, too, get ready to defend ourselves   20   run.

Human beings,   21   , have a problem that animals never face. If we give way to our feelings and let them   22   , we can get into trouble. Have you ever said something in anger, or hit somebody and regretted it later? Have you ever shouted at a teacher, told someone you were lonely, or said you were in love, and then   23   later you had kept your mouth shut? It isn’t always   24   to express your feelings freely.

Does this mean that it’s smarter always to   25   our feelings? No! If you   26   feelings of anger, sadness, and bitterness hidden away or bottled up inside, your body stays   27  . Physical illnesses can develop. It can actually be   28   for your health.

Feelings that you keep all bottled up inside, don’t just   29   . It’s like you bought some bananas and stuck them in a cupboard. You might not be able to see them, but   30   you’d smell them. And if you opened the cupboard, you’d   31   little fruit flies hovering (盘旋) all over them. They’d be rotten.

You can try to treat emotions   32   they were bananas in the cupboard. You can   33   they don’t exist, but they’ll still be   34  . And at last you’ll have to   35   them. Just like those bananas.

 

16. A. mind

B. admit

C. realize

D. remember

17. A. save

B. help

C. defend

D. hide

18. A. Truly

B. Frequently

C. Similarly

D. Differently

19. A. chemical

B. physical

C. health

D. ill

20. A. and

B. or

C. but

D. yet

21. A. therefore

B. but

C. besides

D. however

22. A. take off

B. take on

C. take over

D. take up

23. A. wished

B. hoped

C. blamed

D. shared

24. A. useful

B. right

C. easy

D. wise

25. A. handle

B. hurt

C. hide

D. prevent

26. A. keep

B. find

C. control

D. let

27. A. relaxed

B. tense

C. same

D. different

28. A. good

B. harmful

C. helpful

D. useful

29. A. go away

B. go on

C. go up

D. go out

30. A. long before

B. as usual

C. before long

D. right away

31. A. meet

B. observe

C. catch

D. see

32. A. as if

B. just as

C. just after

D. even though

33. A. pretend

B. expect

C. decide

D. assume

34. A. in

B. around

C. over

D. beyond

35. A. eat up

B. deal with

C. throw away

D. send out

 

High-quality customer service is preached(宣扬)by many, but actually keeping customers happy is easier said than done.

Shoppers seldom complain to the manager or owner of a retail store(零售店),but instead will warn their friends,relatives,co-workers,strangers and anyone who will listen.

Store managers are often the last to hear complaints,and often find out only when their regular customers decide to go often to their competitors,according to n study jointly conducted by Verde Group and Wharton School.

“Storytelling hurts retailers and entertains consumers,”said Paula Courtney,President of the Verde Group.“The store loses the customer, but the shopper must also find a replacement.”

On average,every unhappy customer will complain to at least four others,and will no longer visit the specific store.For every dissatisfied customer,a store will lose up to three more due to negative reviews.The resulting “snowball effect”can be very harmful to retailers.

According to the research,shoppers who purchased clothing encountered the most problems.Ranked second and third were grocery and electronics customers.

During peak shopping hours,some retailers solved the parking problems by getting part-time local police to work as parking attendants (服务员).Some hired flag wavers to direct customers to empty parking spaces.

Retailers can relieve the headaches by redesigning store layouts(布局),pre-stocking sales items,hiring speedy and experienced cashiers,and having sales representatives on hand to answer questions.

Most importantly,salespeople should be flexible and polite with angry customers.

“Retailers who're responsive and friendly are more likely to smooth over(缓解)issues than those who aren't so friendly.”said professor Stephen Hoch.“Maybe something as simple as a greeter at the store entrance would help.”

Customers can also improve future shopping experiences by complaining to the retailer,instead of complaining to the rest of the world. Retailers are finding it difficult to improve when they have no idea what is wrong.

 

72.Why are store managers often the last to hear complaints?

    A.Most customers won't bother to complain even if they have had unhappy experiences

    B.Customers would rather tell their unhappy experiences to people around them.

    C.Few customers believe the service will be improved.

    D.Customers have no easy access to store managers.

73.Shop owners often hire part-time police as parking attendants so that   

    A.shoppers can stay longer in the store

    B.shoppers won't have trouble parking their cars

    C.shoppers won't have any worries about security

    D.shoppers can find their ears easily after shopping

74.What contributes most to smoothing over issues with customers?

    A.Manners of the salespeople.    B.Hiring of efficient employees.

    C.Huge supply of goods for sale    D.Design of store layout

75.To achieve better shopping experiences,customers are advised to       

    A.bring pressure to bear on stores to improve their service

    B.settle their questions with stores in a flexible way

    C.express their dissatisfaction to store managers directly

    D.shop around and make comparisons between stoles

Just as you imagine, studying in new environment is difficult. Though I had___36___ a preparation for my study in the United Kingdom, I___37____met many difficulties when I arrived in Britain. These difficulties ___38____ almost every side of your life, including language, daily ___39___, feelings and study.

____40___ the fact that I have studied English for quite a long time, I was well ____41___ to learn that the British people speak seemingly ___42____ English from what I have learned at home. When I picked up my luggage in the airport, I ___43____a long crack on my suitcase. Anxious and a little bit angry, I rushed to a man in uniform and told him my suitcase was ____44____. With a smile on his face, he seemed to be explaining something to me. But I was totally puzzled by what he was saying. ____45____, the suitcase was still OK to use. I managed to pull it to the train station.

   To my surprise, after more than two hours, there was still not a ___46____train coming into the station. Finally, I was told that all trains had been cancelled that day due to the ____47____of the railway workers who were demanding a pay rise.

   After a good deal of bother, I finally reached Liverpool. ____48____, I found it even harder to understand the local English. I even ___49____whether the local people were really speaking English. ____50____, they could hardly understand what I was saying though I had tried my best to pronounce right. I could never really ___51____ how to be the place I supposed to go____52____ they told me the way. However, the good thing is that most British people are friendly and eager to help. They usually____53____me to the bus stop where I could take the bus to the places I wanted to go.

   It takes time to be used to the local accent. What I want to emphasized here is that you should hold on to talk with the local people even if there are difficulties in ____54____. Before you go anywhere, write down the ____55____. Remember a dictionary around you could also be helpful.

 

36.

A. made

B. kept

C. got

D. set

37.

A. even 

B. still 

C. yet

D. almost

38.

A. contain

B. mean 

C. cover

D. reach

39.

A. matters

B. events

C. business 

D. troubles

40.

A. Except

B. Though  

C. Despite 

D. Besides

41.

A. satisfied  

B. shocked

C. glad

D. worried

42.

A. advanced 

B. strange 

C. same

D. different

43.

A. watched  

B. recognized  

C. found  

D. knew

44

A. robbed

B. broken 

C. destroyed

D. lost

45.

A. All right 

B. Not at all

C. Never mind

D. No problem

46.

A. single

B. only

C. alone 

D. just

47.

A. fight

B. strike 

C. break

D. march

48.

A. Luckily 

B. Unfortunately

C. Honestly.

D. Personally

49.

A. guessed 

B. puzzled 

C. doubted 

D. considered

50.

A. However 

B. Similarly

C. Even so 

D. Therefore

51.

A. take out 

B. figure out

C. give out 

D. bring out

52.

A. even if 

B. as if

C. only if

D. when

53.

A. took 

B. pointed 

C. sent  

D. showed

54.

A. communication

B. touch

C. understanding  

D. greeting

55.

A. direction 

B. number

C. address  

D. route

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