[单项选择]The phone rings at work. You pick it up and the caller (1) into a complaint: "I asked for a catalogue three weeks ago and I still don’t have it! What kind of (2) are you running, anyway "
Don’t (3) explaining that half the staff is out with (4) flu. Well- intentioned though they may be, such explanations usually add to the complainer’s (5) because they come across as excuses. (6) the complainer has a (7) gripe, avoid belaboring what went wrong. (8) , agree, apologize and then move on to what can be done about it. Simply (9) : "You’re right. I’m sorry you haven’t received it yet. If I can have your name and address again, I’ll (10) put it in the mail to you today."
I recently (11) this approach firsthand. The reception area in my doctor’s office was full. The man across (12) me had already (13) the pile of tattered magazines and was s
A. facilitate
B. worry
C. trouble
D. bother

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[单项选择]The phone rings at work. You pick it up and the caller (1) into a complaint: "I asked for a catalogue three weeks ago and I still don’t have it! What kind of (2) are you running, anyway "
Don’t (3) explaining that half the staff is out with (4) flu. Well- intentioned though they may be, such explanations usually add to the complainer’s (5) because they come across as excuses. (6) the complainer has a (7) gripe, avoid belaboring what went wrong. (8) , agree, apologize and then move on to what can be done about it. Simply (9) : "You’re right. I’m sorry you haven’t received it yet. If I can have your name and address again, I’ll (10) put it in the mail to you today."
I recently (11) this approach firsthand. The reception area in my doctor’s office was full. The man across (12) me had already (13) the pile of tattered magazines and was s
A. comes
B. flies
C. launches
D. brings

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