Why did the writer finally agree to take her little girl for an outing、

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• 1What did the think after the kite-flying、

  A.The boys must have had more fun than the girls.

  B.They should have finished their work before playing.

  C.Her parents should spend more time with them.

  D.All the others must have forgotten that day.

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• 2By “we were all beside ourselves writer means that they all ________.

  A.felt confused

  B.went wild with joy

  C.looked on

  D.forgot their fights

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• 3Mrs. Patrick was laughing guiltily because she thought________.

  A.she was too old to fly kites

  B.her husband would make fun of her

  C.she should have been doing her how

  D.supposed to the don’t game

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• 4Which of the following is conveyed in this article、

  A.Face-to –face service creates comfortable feelings among customers.

  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 air lines then for banks.

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• 5Customer delight is important for airlines because ________.

  A.their telephone style remains unchanged

  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

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• 6The youngest Patrick boy is mentioned to show that ______.

  A.the writer was not alone in treasuring her fond memories

  B.his experience in POW camp threw a shadow over his life

  C.childhood friendship means so much to the writer

  D.people like him really changed a lot after the war

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• 7_______There must be a clear reason for the team to exist. And all the members should realize the value and significance of what they are going to do. What they are hoping to achieve should be something achievable but at the same time tough and inspiring enough to attract the members and keep their motivation alive. What is more, they should also be well prepared for the possible difficulties they may come across in the process.

  A.Leadership

  B.Conflict Solving

  C.Open Communication

  D.Respect to All Team Members

  E.Measuring Progress against Goals

  F.Common Goals with Challenging Target

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• 8______Team members must be able to express their opinions freely without fear of being criticized, and they must have the feeling that their suggestions will be taken seriously. This is an important point because the team may need to resolve some complex or thorny issues. For example, it may discuss a sensitive topic. Should they keep their conclusion within the team or share it with other employees、 This is an issue in itself that all the members should agree on and frank discussion is required.

  A.Leadership

  B.Conflict Solving

  C.Open Communication

  D.Respect to All Team Members

  E.Measuring Progress against Goals

  F.Common Goals with Challenging Target

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• 9_______It is easy to think that a junior team  member may have less to contribute than more experienced ones. This is not only demoralizing or discouraging, it also makes no sense ---- people that have nothing to contribute. Should not have been selected for the team in the first place. Since they have become members of your team, you need to make sure that each of them has an opportunity to add his or her thoughts to discussions.

  A.Leadership

  B.Conflict Solving

  C.Open Communication

  D.Respect to All Team Members

  E.Measuring Progress against Goals

  F.Common Goals with Challenging Target

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• 10________Disagreements are natural and, in fact, debate and discussion should be encouraged. A team made up only of “yes men” can make disastrous decisions that few people honestly agreed with in the first place. Consequently, there should be rules on how lengthy disagreements should be handled. For example, team meetings may not be the most appropriate place for a discussion that involves only two people, so “under-the-table” method may be effective.

  A.Leadership

  B.Conflict Solving

  C.Open Communication

  D.Respect to All Team Members

  E.Measuring Progress against Goals

  F.Common Goals with Challenging Target

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