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Passage Two
段落二
The way to complain is to act business-like and important.
投訴的最好方法是把自己表現得商業化、很重要。
If your complaint is immediate, suppose you got the wrong order at a restaurant, make a polite but firm request to see the manager.
如果你遇到需要立即投訴的事，例如你在餐館吃飯，上的菜與你點的不符，你就要以禮貌的方式堅決要求見經理。
When the manager comes, ask his or her name. And then state your problem and what you expect to have done about it.
當經理過來的時候，問他或是她的名字，然后再談談你的問題和你期望的解決辦法。
Be polite! Shouting or acting rude will get you nowhere. But also be firm in making your complaint.
一定要禮貌，吵鬧或是任何粗魯的舉止都會對你產生不利的影響。但是你一定要堅定。
Besides, act important. This doesn't mean to put on airs and say "do you know who I am?"
此外，一定要舉止有度，這并不意味著你要裝腔作勢地說：“你知道我是誰嗎？”
What it means is that people are often treated the way they expect to be treated.
這是因為人們得到的待遇往往和他們腦海中對自己期盼的一致
If you act like someone who expects a fair request to be granted, chances are it will be granted.
如果你表現出自己是一個希望公平合理的要求的人，那么很有可能你的要求會得到滿足。
The worst way to complain is over the telephone. You are speaking to a voice coming from someone you can not see.
最糟糕的抱怨莫過于電話。你在對一個你看不到長什么樣子的人說話。
So you can't tell how the person on the line is reacting. It is easy for that person to give you the run-around.
所以你不知道電話另一端的人是怎么反應的。這很容易讓人給你一些借口。
Complaining in person or by letter is generally more effective.
通常，當面投訴或寫信投訴是比較有效的。
If your complaint does not require an immediate response, it often helps to complain by letter.
如果你的投訴不需要立即回應，寫信常常能幫助你完成投訴。
If you have an appliance that doesn't work, send a letter to the store that sold it.
購物時如果你不幸買到了一個次品，就寫封投訴信給商店。
Be business-like and stick to the point.
公事公辦，緊扣主題。
Don't spend a paragraph on how your uncle John tried to fix the problem and couldn't.
不要長篇大論地寫你的約翰叔叔怎樣盡力想修好這個次品卻失敗了。
Question 30 to 32 are based on the passage you have just heard:
基于你聽到的對話，回答30至32題。
Question 30. What does the speaker suggest you do when you're not served properly at a restaurant?
問題30. 當你在餐館沒有享受到應有的服務，作者建議你怎么做？
Question 31. Why does the speaker say the worst way to complain is over the telephone?
問題31. 為什么作者說最差勁的莫過于電話投訴？
Question 32. What should you do if you make a complaint by letter?
問題32. 如果寫投訴信，你該怎么做？
