[填空题] How to deal with difficult people on the phone
One of the skills required of today’s successful business people is the ability to deal with difficult people on the phone. The Reed Employment agency has come (31) with some advice to help business people get the best from the caller.
First of all, accept that people can be rude when they are (32) pressure. Try to find out (33) they are angry - even if you have to guess. And, importantly, never get angry back. Many problems are caused by a simple misunderstanding. Therefore it is essential (34) remain calm so that you can get to the root of the problem and thus have (35) better chance of resolving it, Understand that maintaining your calm is much easier than it sounds - but you can prepare (36) designing a strategy. Most call centres train staff (37) these techniques; other office workers need to train themselves. The trick is to be really nice back (38)

[填空题] How to deal with difficult people on the phone
One of the skills required of today’s successful business people is the ability to deal with difficult people on the phone. The Reed Employment agency has come (31) with some advice to help business people get the best from the caller.
First of all, accept that people can be rude when they are (32) pressure. Try to find out (33) they are angry - even if you have to guess. And, importantly, never get angry back. Many problems are caused by a simple misunderstanding. Therefore it is essential (34) remain calm so that you can get to the root of the problem and thus have (35) better chance of resolving it, Understand that maintaining your calm is much easier than it sounds - but you can prepare (36) designing a strategy. Most call centres train staff (37) these techniques; other office workers need to train themselves. The trick is to be really nice back (38)

[填空题]One way to deal with difficult people is to walk away from the situation.

[单项选择]It is difficult to say exactly how the music we call "rock" or "rock and roll" began. Its roots go back to many different countries and many different kinds of music and musicians.
Rock music developed mainly from the interaction of black African and white European music. The Europeans and the African slaves who came to America during the seventeenth century each had their own different kinds of music. Black Africans used heavy drumbeats, a rough singing voice, and the calling of a melody and answer of a chorus. The white Europeans, mostly English and Scots, used a stronger melody, a less heavy beat, and instruments such as guitars, horns, and fiddles. The history of rock and roll is the history of how rock evolved from these two traditions.
From the seventeenth to the twentieth century, musicians in the southern United States developed two new forms of music: the blues, usually played by blacks, and country music, played by whites. Black musicians sang the blues accompan
A. the role he played in rock and roll
B. how he became a teenage idol
C. why he went downhill
D. how he expressed the heart and soul of rock and roll