A TAXI driver taught me a million dollar lesson in customer satisfaction and expectation. Inspiring speakers charge thousands of dollars to give his kind of training to corporate directors and staff.  It cost me only a ＄12 taxi ride.

I had flown into Dallas just for the purpose of calling on a client. Time was important and my plan included a quick turn – around trip from and back to the airport. A clean taxi pulled up.

The driver rushed to open the passenger door for me and made sure I was comfortably seated before he closed the door. As be got in the driver’s seat, he mentioned that the neatly folded Wall Street Journal next to me for my use. He then showed me several tapes and asked me what type of music I would enjoy.

Well! I looked around for a “Candid Camera!” Wouldn’t you? I could not believe the service I was receiving! I took the opportunity to say, “Obviously you take great pride in you work. You must have a story to tell.”

“You bet,” he replied, “I used to be in Corporate America. But I got tired of thinking my best would never be good enough. I decided to find my right position in life, somewhere I could feel proud of being the best I could be.

I knew I would never be a rocket scientist, but I love driving cars, being of service and feeling like I have done a full day’s work and done it well. I evaluated my personal property and, I became a taxi driver!

One thing I know for sure, to be good in my business I jus have to meet the expectations of my passengers. But, to be GREAT in my business, I have to EXEED the customer’s expectations! I like the sound of being ‘great’ better than just being ‘average’. ”

Did I tip him big time? You bet!

 The taxi driver taught me a great life lesson: Go an extra mile when providing any service to others. And there is no good or bad job you can make any job good.

What lesson did the author learn from the taxi driver?

    A．How to make the best use of time.

    B．How to do better in the service business.

    C．How to turn an interest into your career.

    D．How to become a motivational speaker.

Why did the author look around for a “Candid Camera”?

    A．Because he was afraid he would be photographed in the cab.

    B．Because he was worried what the driver could be up to.

    C．Because he was amazed by the way the driver was treating him.

    D．Because he wasn’t interested in the tapes offered by the driver

It can be inferred from the story that          .

    A．the taxi driver couldn’t accept just being average

    B．the author was anxious to get back to meet a client

    C．when the author waited for a taxi at the airport, he was not in a rush

    D．the taxi driver loved to play his favorite music during rides

According to the story, the taxi driver        .

    A．was dissatisfied wit his present job

    B．was once often rewarded for being a model worker

    C．enjoyed offering his customers more than they expected

    D．was forced to become a taxi driver to support his family

A popular saying goes, “Sticks and stones may break my bones, but words will never hurt me.” However, that’s not really true. Words have the power to build us up or tear us down. It doesn’t matter if the words come from someone’s else or ourselves --- the positive and negative effects are just as lasting.

    We all talk to ourselves sometimes. We’re usually too embarrassed to admit it, though. In fact, we really shouldn’t be because more and more experts believe talking to ourselves out loud is a healthy habit.

    This “self-talk” helps us motivate ourselves, remember things, solve problems, and calm ourselves down. Be aware, though, that as much as 77% of self-talk tends to be negative. So in order to stay positive, we should only speak words of encouragement to ourselves. We should also be quick to give ourselves a pat on the back. The next time you finish a project, do well in a test, or finally clean your room, join me in saying “Good job!”

    Often, words come out of our mouths without us thinking about the effect they will have. But we should be aware that our words cause certain responses in others. For example, when returning an item to a store, we might use warm, friendly language during the exchange. And the clear will probably respond in a similar manner. Or harsh（刻薄的）and critical language will most likely cause the clerk to be defensive.

    Words possess power because of their lasting effect. Many of us regret something we once said. And we remember unkind words said to us! Before speaking, we should always ask ourselves: Is it loving? Is it needed? If what we want to say doesn’t pass this test, then it’s better left unsaid.

    Words possess power: both positive and negative. Those around us receive encouragement when we speak positively. We can offer hope, build self-esteem（自尊）and motivate others to do their best. Negative words destroy all those things. Will we use our words to hurt or to heal? The choice is ours.

The main idea of the first paragraph is that ________.

A. not sticks and stones but words will hurt us 

B. inspiring words give us confidence

C. negative words may let us down

D. words have a lasting effect on us

There is no sense for us to feel embarrassed when we talk to ourselves because _______

A. almost everybody has the habit of talking to themselves

B. we can benefit from talking to ourselves

C. talking to ourselves always gives us courage

D. it does no harm to have “self-talk” when we are alone

The underlined part in the third paragraph means that we should also timely _______

A. praise ourselves                                                         B. remind ourselves

C. make ourselves relaxed                                              D. give ourselves amusement

The author would probably hold the view that ___________

A. encouraging words are sure to lead to kind offers  

B. negative words may stimulate us to make more progress

C. people tend to remember friendly words

D. it is better to think twice before talking to others

A is for always getting to work on time.

B is for being extremely busy.

C is for the conscientious(勤勤恳恳的) way you do your job.

You may be all these things at the office, and more. But when it comes to getting ahead, experts say, the ABCs of business should include a P, for politics, as in office politics.

Dale Carnegie suggested as much more than 50 years ago: Hard work alone doesn’t ensure career advancement. You have to be able to sell yourself and your ideas, both publicly and behind the scenes. Yet, despite the obvious rewards of engaging in office politics—a better job, a raise, praise—many people are still unable or unwilling—to “play the game”.

“People assume that office politics involves some manipulative(工于心计的) behavior,” says Deborah Comer, an assistant professor of management at Hofstra University. “But politics derives from the word ‘polite’. It can mean lobbying(游说) and forming associations. It can mean being kind and helpful, or even trying, to please your superior, and then expecting something in return.”

In fact, today, experts define office politics as proper behavior used to pursue one’s own self-interest in the workplace. In many cases, this involves some form of socializing within the office environment—not just in large companies, but in small workplaces as well.

“The first thing people are usually judged on is their ability to perform well on a consistent basis,” says Neil P. Lewis, a management psychologist. “But if two or three candidates are up for a promotion, each of whom has reasonably similar ability, a manager is going to promote the person he or she likes best. It’s simple human nature.”

Yet, psychologists say, many employees and employers have trouble with the concept of politics in the office. Some people, they say, have an idealistic vision of work and what it takes to succeed. Still others associate politics with flattery(奉承), fearful that, if they speak up for themselves, they may appear to be flattering their boss for favors.

Experts suggest altering this negative picture by recognizing the need for some self-promotion.

“Office politics” is used in the passage to refer to________.

A. the political views and beliefs of office workers

B. the interpersonal relationships within a company

C. the various qualities required for a successful career

D.  the code of behavior for company staff

To get promoted, one must not only be competent but________.

A. avoid being too outstanding

B. get along well with his colleagues

C. honest and loyal to his company

D. give his boss a good impression

The author considers office politics to be________.

A. unwelcome at the workplace

B. bad for interpersonal relationships

C. an important factor for personal advancement

D. indispensable to the development of company culture

It is the author’s view that________.

A. self-promotion does not necessarily mean flattery

B. hard work contributes very little to one’s promotion

C. many employees fail to recognize the need of flattery

D. speaking up for oneself is part of human nature

A popular saying goes, “Sticks and stones may break my bones, but words will never hurt me．” However, that’s not really true．Words have the power to build us up or tear us down．It doesn’t matter if the words come from someone’s else or ourselves --- the positive and negative effects are just as lasting．

       We all talk to ourselves sometimes．We’re usually too embarrassed to admit it, though．In fact, we really shouldn’t be because more and more experts believe talking to ourselves out loud is a healthy habit．

       This “self-talk” helps us motivate ourselves, remember things, solve problems, and calm ourselves down．Be aware, though, that as much as 77% of self-talk tends to be negative．So in order to stay positive, we should only speak words of encouragement to ourselves．We should also be quick to give ourselves a pat on the back．The next time you finish a project, do well in a test, or finally clean your room, join me in saying “Good job!”

       Often, words come out of our mouths without us thinking about the effect they will have．But we should be aware that our words cause certain responses in others．For example, when returning an item to a store, we might use warm, friendly language during the exchange．And the clerk will probably respond in a similar manner．Or harsh（刻薄的）and critical language will most likely cause the clerk to be defensive．

       Words possess power because of their lasting effect．Many of us regret something we once said．And we remember unkind words said to us! Before speaking, we should always ask ourselves: Is it loving? Is it needed? If what we want to say doesn’t pass this test, then it’s better left unsaid．

       Words possess power: both positive and negative．Those around us receive encouragement when we speak positively．We can offer hope, build self-esteem（自尊）and motivate others to do their best．Negative words destroy all those things．Will we use our words to hurt or to heal? The choice is ours．

The main idea of the first paragraph is that ________．

       A．not sticks and stones but words will hurt us

       B．inspiring words give us confidence

       C．negative words may let us down

       D．words have a lasting effect on us

There is no sense for us to feel embarrassed when we talk to ourselves because _______

       A．almost everybody has the habit of talking to themselves

       B．we can benefit from talking to ourselves

       C．talking to ourselves always gives us courage

       D．it does no harm to have “self-talk” when we are alone

The underlined part in the third paragraph means that we should also timely _______ ．

       A．praise ourselves              B．remind ourselves

       C．make ourselves relaxed    D．give ourselves amusement

The author would probably hold the view that ___________

       A．encouraging words are sure to lead to kind offers

       B．negative words may encourage us to make more progress

       C．people tend to remember friendly words

       D．it is better to think twice before talking to others

A popular saying goes, “Sticks and stones may break my bones, but words will never hurt me.” However, that’s not really true. Words have the power to build us up or tear us down. It doesn’t matter if the words come from someone’s else or ourselves --- the positive and negative effects are just as lasting.

  We all talk to ourselves sometimes. We’re usually too embarrassed to admit it, though. In fact, we really shouldn’t be because more and more experts believe talking to ourselves out loud is a healthy habit.

This “self-talk” helps us motivate ourselves, remember things, solve problems, and calm ourselves down. Be aware, though, that as much as 77% of self-talk tends to be negative. So in order to stay positive, we should only speak words of encouragement to ourselves. We should also be quick to give ourselves a pat on the back. The next time you finish a project, do well in a test, or finally clean your room, join me in saying “Good job!”

Often, words come out of our mouths without us thinking about the effect they will have. But we should be aware that our words cause certain responses in others. For example, when returning an item to a store, we might use warm, friendly language during the exchange. And the clerk will probably respond in a similar manner. Or harsh（刻薄的）and critical language will most likely cause the clerk to be defensive.

Words possess power because of their lasting effect. Many of us regret something we once said. And we remember unkind words said to us! Before speaking, we should always ask ourselves: Is it loving? Is it needed? If what we want to say doesn’t pass this test, then it’s better left unsaid.

Words possess power: both positive and negative. Those around us receive encouragement when we speak positively. We can offer hope, build self-esteem（自尊）and motivate others to do their best. Negative words destroy all those things. Will we use our words to hurt or to heal? The choice is ours.

The main idea of the first paragraph is that ________.

A. words have a lasting effect on us       B. not sticks and stones but words will hurt us 

C. inspiring words give us confidence          D. negative words may let us down 

There is no sense for us to feel embarrassed when we talk to ourselves because _______

A. it does no harm to have “self-talk” when we are alone

B. almost everybody has the habit of talking to themselves

C. we can benefit from talking to ourselves

D. talking to ourselves always gives us courage

The underlined part in the third paragraph means that we should also timely _______

A. give ourselves amusement                    B. praise ourselves  

C. remind ourselves                                   D. make ourselves relaxed   

The author would probably hold the view that ___________

A. it is better to think twice before talking to others  

B. encouraging words are sure to lead to kind offers

C. negative words may stimulate us to make more progress

D. people tend to remember friendly words