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are unsatisfied or angry about their own personal lives. The complainer has a need for their concerns to be
accepted. Whether it is in their professional or personal life, the complainer can't have peace of mind until
someone listens to their concerns. They feel dissatisfied and they don't just want things to change-they want
to be heard and understood. The key to effectively dealing with a complainer is by using your active listening
skills and trying to understand what their interests and needs are. They want to be heard and acknowledged-
not ignored and argued with.
Listen to the concerns. It's not enough sometimes just to fix the problems. The person has a psychological
need for someone to acknowledge his or her concerns. Let them get all of these piled frustrations (挫折) out
of their system before you address the problem. Listen and accept what they have to say. Encourage them to
keep on talking until all these frustrations have been let out.
Empathy (同情) with them. Imagine yourself walking around in their shoes and see the situation from
their point of view. Empathy is an important tool that you can use to serve cooperation. Use empathetic
statements such as, "If l were in your shoes, I'd be really angry, too."Reword their concerns back in your
own words. This lets them know that you have been listening and have understood everything correctly.
Repeating is also a powerful agreement-building tool.
Ask them what they would like you to do. In most cases, you will already know what the person wants,
but ask them what they would like you to do because it lets them walk away happy.
B. If I wore your shoes, I would also be happy too
C. If I were in your situation, I would also be angry
D. If I knew the situation of your shoes, I would not wear them
B. They are concerned about others' life.
C. They are dissatisfied with both their job and their life.
D. They need a listener and understanding.
a listener?
B. I'm also unsatisfied with my own job.
C. Pardon? What job would you like better?
D. What can I do for you?
B. teach readers to be patient with complainers
C. help deal with complainers' problems
D. help readers listen to complaints better
完型填空
I arrived in the United States on February 6, 1996, but I remember my first day here very clearly. My friend was waiting for me when my plane landed at Kennedy Airport at three o'clock in the afternoon. The weather was very __1__ and it was snowing, but I was too excited to __2__. From the airport, my friend and I took a taxi to my __3__. On the way, I saw the skyline of Manhattan for the __4__ time and I stared in astonishment at the famous skyscrapers and their man-made __5__. My friend helped me unpack at the hotel and then left because he had to go back to work. He promised to return the next day.
__6__ my friend had left, I went to a __7__ near the hotel to get something to eat. Because I couldn't speak a single __8__ of English, I couldn't tell the __9__ what I wanted. I was very upset and started to make some __10__, but the waiter didn't __11__ me. Finally, I ordered the same thing the man at the next table was __12__. After dinner, I started to walk along Broadway __13__ I came to Times Square with its cinemas, theatres, neonlights, and huge crowds of people. I did not feel tired, so I __14__ to walk around the city. I wanted to see __15__ on my first day. I knew it was __16__, but I wanted to try.
When I returned to the hotel, I was __17__, but I couldn't __18__ because I kept hearing the fire and police sirens（警笛）during the night. I lay __19__ and thought about New York. It was a very big and interesting city with many tall buildings and big cars, and full of __20__ and busy people. I also decided right then that I had to learn to speak English.