Greenspace facilities (设施) are contributing to an important degree to the quality of the city environment. Fortunately it is no longer necessary that every lecture or every book about this subject has to start with the proof of this idea. At present it is generally accepted, although more as a self-proved statement than on the base of a closely reasoned scientific proof. Recognizing the importance of greenspaces in the city environment is a first step on the right way, this does not mean, however, that enough details are known about the functions of greenspace in towns and about the way in which people are using these spaces. As to this subject I shall within the scope (范围) of this lecture, enter into one aspect only, namely the recreative function of greenspace facilities. 

The theoretical separation of living, working, traffic and recreation which for many years has been used in town and country planning, has in my opinion resulted in more attention for forms of recreation far from home, while there was relatively little attention for improvement of recreative possibilities in the direct neighborhood of the home. We have come to the conclusion that this is not right, because an important part of the time which we do not pass in sleeping or working, is used for activities at and around home. So it is obvious that recreation in the open air has to begin at the street door of the house. The city environment has to offer as many recreation activities as possible, and the design of these has to be such that more required activities can also have recreative aspect. 

The very best standard of living is nothing if it is not possible to take a pleasant walk in the district, if the children cannot be allowed to play in the streets because the risks of traffic are too great, if during shopping you can nowhere find a spot for enjoying for a moment the nice weather, in short, if you only feel yourself at home after the street door of your house is closed after you. 

1.. The importance of greenspaces in the city environment _____. 

A. is still unknown                        B. is paid little attention to 

C. is accepted on the base of scientific proof    D. has been recognized

2. For many years town and country planning has _____. 

A. brought living areas and places of entertainment close together 

B. separated recreation facilities far from home 

C. improved recreative possibilities in the neighborhood 

D. enabled people to reach the best standard of living 

3.. The word “recreation” in the passage probably means,_____.

A. activities done for pleasure or enjoyment    B. doing something again in a creative way 

C. doing something important after work       D. required activities done after work 

4.According to the author, greenspaces should be designed _____. 

A. to reduce the number of recreative activities 

B. to attract more and more people 

C. for people to use more conveniently        

D. for people to do recreative activities at the street door of the house

5. The main idea of this passage is that _____. 

A. attention must be paid to the improvement of recreation 

B. greenspace facilities should be used better to improve the quality of life 

C. the city environment is providing more recreative activities 

D. we should try our best to raise our living standard 

  In the more and more competitive scrvice industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or order to keep and increase market share.

It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal

     New llenges for customer care have come when peoplecan obtain  goods and services through  telephone call centers and the Intemet. For example , many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.

“Many people do not like talking to machines ,”says Dr . Storey Senior Lecturer in Marketng at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them .The aim is to make the customet feel they know you and that you can trest— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”

  Recommended ways of creating customer delight include: under-promising and over-delivering  (saying that a repair will be camed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regntlar customers ;and always returning calls ,even when they are complaints.

  Aiming for customer delight is all very well , but if services do not reach the high level promised , disappointment or worse will be the result . This can be eased by offering an aplogy and an explanation of why the service did not meet usual standards with empathy (for example,“I know how you must feel”) , and possible solutions (replacement , compensation or whatever faimess suggests best meets the case).

      Airlines face some of the tourhest challenges over customer care . Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather ,unclaimed luggage and technieal problems .

   For British Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings and flight times . They are trained to answer quickly ,with their name , job title and a “we are here to help” attitude. The company has investod heavily in information technology to make sure that infomation is available instantly on scren.

     British Airways also says its customer care policies are applied within the company and staff are

taught to regard each other as customers requiring the highest standards of service.

   Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please”. On the other  hand , the more customers are promised, the greater the risk of  disappointment.

1.

 We can learn from Paragraph 2 that       .

A.  complaining customers are hard to satisfy

B.  unsatisfied customers receive better service

C.  Satisfied customers catch more attention

D.  well-treated customers promote business

2.

 The writer mentions “phone rage”(Paragraph 3) to show that        .

A. customers often use phones to express their anger

B. people still prefer to buy goods online

C. customer care becomes more attention

D. customers rely on their phones to obtain services 

3.

 What does the writer recommend to create delight?

A. Calling customers regularly    B. Giving a “thank you” note.

C. Delivering a quicker service    D. Promising more gifts.

4.

 If a manager should show his empathy (Paragraph6), what would he  probably say?

A.“I know how upset you must be.”   B.“I appreciate your understanding.”

C. “I’m sorry for the delay.”          D.“I know it’s our fault.”

5.

Customer delight is important for airlines because      .

A. their telephone style remains anchanged

B. they are more likely to meet with complaints

C. the services cost them a lot of money

D. the policies can be applied to their staff

6.

 Which of the following is conveyed in this article?

A. Face-to-face service creatcs comfortable feelings among customers.[来源:Zxxk.Com]

B. Companies that promise more will naturally attract more customers.

C. A company should promise less but do more in a competitive market.

D. Customer delight is more important for airlines than for banks.

Have you ever picked a job based on the fact that you were good at it but later found it made you feel very uncomfortable over time? When you select your career, there's a whole lot more to it than assessing your skills and matching them with a particular position. If you ignore your personality, it will hurt you long-term regardless of your skills or the job's pay. There are several areas of your personality that you need to consider to help you find a good job. Here are a few of those main areas;

1) Do you prefer working alone or with other people?

  There are isolating（使孤立）jobs that will drive an outgoing person crazy and also interactive jobs that will make a shy person uneasy. Most people are not extremes in either direction but do have a tendency that they prefer. There are also positions that are sometimes a combination of the two, which may be best for someone in the middle who adapts easily to either situation.

2) How do you handle change?

Most jobs these days have some elements of change to them, but some are more than others. If you need stability in your life, you may need a job where the changes don't happen so often. Other people would be bored of the same daily routine.

3) Do you enjoy working with computers？

  I do see this as a kind of personality characteristic. There are people who are happy to spend more than 40 hours a week on a computer, while there are others who need a lot of human interaction throughout the day. Again, these are extremes and you'll likely find a lot of positions somewhere in the middle as well.

4) What type of work environment do you enjoy？

  This can range from being in a large building with a lot of people you won't know immediately to a smaller setting where you'll get to know almost all the people there fairly quickly.

5) How do you like to get paid?

  Some people are motivated by the pay they get, while others feel too stressed to be like that. The variety of payment designs in the sales industry is a typical example for this.

  Anyway, these are a great starting point for you. I've seen it over and over again with people that they make more money over time when they do something they love. It may take you a little longer, but making a move to do what you have a passion for can change the course of your life for the better.

1.Which of the following is TRUE according to the passage?

A. Isolating jobs usually drive people mad.        

B. Interactive jobs make people shy easily.

C. Extreme people tend to work with others.

D. Almost everyone has a tendency in jobs.

2.What does the underlined sentence in paragraph one mean?

A. Before you select your job, you should assess your skills and match them with your position

B. There are more important things than assessing skills and match them with the position when you select job.

C. Nothing is important than assessing skills and match them with the position when you select job.

D. You should ignore your skills when you select job.

3. What is the missing word about a job search in the following chart?

A. Design.           B. Changes.          C. Cooperation.        D. Hobbies.

第四节阅读理解（20×2分）

James Langston Hughes finally arrived in New York on September 4, 1921 to attend Colombia University. Langston felt frustrated at Colombia due to the discrimination of his white classmates. His grades began to suffer and finally he left and looked for a job.

Job were still hard to come by for most blacks. He longed to work on a ship that would sail abroad. After much persistence, he headed to Africa on a freighter ( 货船 ). Hughes was disturbed by the African tribes’ lack of political and economical freedom. The Africans considered him white because of his brown skin and stranded dark hair. It was here that he met a mulatto （白黑混血）child who was ignored by the Africans and the whites. This was a sourced of inspiration for his play, “Mulatto”.

Hughes found work on another freighter and ended up in Pairs. While there he worked at a night club that featured southern cooking and jazz performers. While moving on to Italy, Hughed was robbed and left stranded (helpless) wanting to return to the United States. He tried to get a job on a ship heading for the U.S.A. but was told they only hired the white. In this depressed state of mind he wrote, “I, Too, Sing America.”

He returned to America and found the Harlem Renaissance was spreading across racial boundaries（种族界线）. Many black poets and authors were now published in mainstream publications. Hughes was warmly welcomed by his peers （同辈）and recognized for the poetry he wrote while traveling. 

56. What inspired James Hughes to white the play “Mulatto”?

A. Neither the African nor the whites took care of a mulatto child he met.

B. The African did not like white people.

C. Blacks found it hard to find a decent job.

D. There was no political nor economical freedom in Africa.

57. How did Hughes pay for his trip from Africa to Paris?

A. He sold his poems.                 B. He got a job on ship.

C. He worked for a night club.     D. His African friends gave him some money.           58 . What happened to Hughes at Colombia University?

A. His white classmates were kind and helpful to him.

B. He was recognized as a promising poet.

C. He graduated with honors.   

D. He was very disappointed.   

In the 60s, people asked about your astrological (about star) sign. In the 90s, they want to know your website.   1   Your website is an electronic meeting place for your family, friends and potentially, millions of people around the world. Best of all, you may not have to spend a cent. The web is filled with all kinds of free services and all it takes is some time and creativity.

 2  Like the table of contents of a book or magazine, the home page is the front door. Your site can have one or more pages, depending on how you design it.

While web pages vary greatly in their design and content, most use a traditional magazine layout（版面设计）.At the top of the page is a banner(横幅). Next comes a greeting and a short description of the site. Pictures, text, and links to other websites follow.

 3  Think about whom the site is for and what you want to say. Next, gather up the material that you want to put on the site.

While there are no rules you have to follow, there are a few things to keep in mind:  4  If you are too much at the beginning, you may never get the site off the ground. You can always add to your site.

Less is better. Most people don’t like to read a lot of long text online.   5 

Smaller is better. Since it can take a long time to download large image files, keep the file sizes small.

Have the rights. Don’t put any material on your site unless you are sure you can do it legally. Always remember to get the permission from the writer first.

Now it’s time to roll up your sleeves and start building

A．Start simply.

B．Break it into small pieces.

C．Draw a rough layout on a sheet of paper.

D．Many websites are considered very interesting.

E．Before you start building your site, do some planning.

F．Think of your home page as the starting point of your website.

G．These days, having a web address is almost as important as a street address.