We probably all know people, either at work or in our personal lives, who are really good listeners. No matter what kind of situation we’re in, they always seem to know just what to say and how to say it so that we’re not offended(被冒犯) or upset. We probably also know people who are masters at managing their emotions(情绪). They don’t get angry in stressful situations. Instead, they have the ability to calmly look at a problem and find a solution. They take criticism(批评) well, and they know when to use it to improve their performance.

People like these who have a high degree of emotional intelligence, or EI(情商). They know themselves very well, and they’re also able to sense the emotional needs of others.

As more and more people accept that emotional intelligence is just as important to professional success as technical(专业的) ability, companies are increasingly using EI when they hire and promote(提拔) someone. For example, one large cosmetics (化妆品) company recently changed their hiring process for salespeople to choose candidates(被选的人) based on emotional intelligence. The result? Salespeople hired with the new system have sold, on average, $91,000 more than salespeople selected under the old system.

Emotional intelligence is the ability to recognize your emotions, understand what they are telling you, and realize how your emotions affect people around you. Emotional intelligence also involves your perception (洞察力) of others: when you understand how they feel, this allows you to manage relationships more effectively.

People with high emotional intelligence are usually successful in most things they do. Why? Because they are the ones that others want on their team. When people with high EI send an email, it get answered. When they need help, they get it. Because they make others feel good, they go through life much more easily than people who are easily angered or upset.

The good news is that emotional intelligence can be taught and developed. Many books and tests are available to help you determine your current EI, and identify where you may need to do some work.

1.According to the passage, we’re all probably impressed by people who _____.

A. are ready to help others

B. are very successful in their lives

C. have high emotional intelligence

D. know how to control their temper

2.By mentioning the cosmetics company, the author tries to _____.

A. stress the importance of emotional intelligence

B. speak highly of its new salespeople

C. show its effective hiring system

D. explain what improvements it has made

3.The underlined word “they” in the fourth paragraph refers to “_____”.

A. your emotions                       B. people around you

C. effective relationships             D. your opinions of others

4.Which statement is TRUE about people with high EI?

A. They are usually good speakers. 

B. They are born to be sensitive and intelligent.

C. They don’t get angry in any situation. 

D. They can understand others’ feelings well.

5.What’s most likely to be discussed in the paragraph that follows?

A. What emotional intelligence is.

B. How emotional intelligence can be improved.

C. Many books on emotional intelligence.

D. More people with high emotional intelligence. 

In recent years, Israeli consumers have grown more demanding as they've become wealthier and more worldly-wise. Foreign travel is a national passion; this summer alone, one in 10 citizens will go abroad. Exposed to higher standards of service elsewhere, Israelis are returning home expecting the same. American firms have also begun arriving in large numbers. Chains such as KFC, McDonald's and Pizza Hut are setting a new standard of customer service, using strict employee training and constant monitoring to ensure the friendliness of frontline staff. Even the American habit of telling departing customers to "Have a nice day" has caught on all over Israel. "Nobody wakes up in the morning and say, 'Let's be nicer,'" says Itsik Cohen, director of a consulting firm. "Nothing happens without competition."

　　Privatization, or the threat of it, is a motivation as well. Monopolies(垄断者) that until recently have been free to take their customers for granted now fear what Michael Perry, a marketing professor, calls "the revengeful(报复的) consumer." When the government opened up competition with Bezaq, the phone company, its international branch lost 40% of its market share, even while offering competitive rates. Says Perry, "People wanted revenge for all the years of bad service." The electric company, whose monopoly may be short-lived, has suddenly stopped requiring users to wait half a day for a repairman. Now, appointments are scheduled to the half hour. The graceless EI Al Airlines, which is already at auction(拍卖), has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan, "You can feel the change in the air." For the first time, praise outnumbers complaints on customer survey sheets.

76. It may be inferred from the passage that _________ .

　A. customer service in Israel is now improving

　B. wealthy Israeli customers are hard to please

　C. the tourist industry has brought chain stores to Israel

　D. Israel customers prefer foreign products to domestic ones

77. In the author's view, higher service standards are impossible in Israel ________ .

A. if customer complaints go unnoticed by the management

B. unless foreign companies are introduced in greater numbers

C. if there's no competition among companies        

D. without strict routine training of employees

78. If someone in Israel today needs a repairman in case of a power failure, _________ .

A. they can have it fixed in no time          

B. it's no longer necessary to make an appointment

C. the appointment takes only half a day to make  

D. they only have to wait half an hour at most

79. The example of El Al Airlines shows that ______________ .

　A. revengeful customers are a threat to the monopoly of enterprises

　B. an ad campaign is a way out for enterprises in financial difficulty

　C. a good slogan has great potential for improving service

　D. staff retraining is essential for better service