Express your regret for the customer's dissatisfaction and any inconvenience he or she may have experienced, then give you promise to solve the problem.

?Read the following extract from an article about human resource, and the questions followed.

?For each question 15—20, mark one letter (A, B, C, or D) on your Answer Sheet for the answer you choose.

Human resource is one of the key factors in determining organizational coping and profitability. Despite adverse market conditions and fluctuations, many organizations have implemented changes that seek to improve their competitiveness. The consequences of organizational change, however, can vary. Sometimes, the employees may accept the change readily; at other times, the change is met with resistance and dissatisfaction of the employees.

Change and stress are closely related. Because of the feelings of uncertainty, insecurity, and threat that it invokes, organizational change can be extremely stressful for the individual. When change occurs, employees may be stressed by role overload, role ambiguity, and role boundary.

According to Selye, a little stress is actually good. When stress is at its optimal level, it can increase human resource potential as it spurs individuals to achieve their best working performances.

However stress can become negative and destructive when its optimal level is exceeded. This could result in individuals experiencing high levels of anxiety or depression, low job motivation, somatic problems such as headaches, loss of appetite, trouble sleeping and ill health. In an organization that has many of its employees overly stressed or burned out, there are many detrimental consequences such as higher absenteeism, lower productivity, lower job satisfaction, and low morale.

There is a variation in the manner individuals respond to organizational change. Individuals may undergo a similar change process in the organization, but the stress evoked by the change can be perceived very differently. Some individuals may see change as a threat, feeling distressed and fearful of the uncertain consequences of the change. Others may react to the change with outbursts of anger and complaints. Yet there are also those who welcome change with a positive outlook, seeing change as a challenge, an opportunity for growth and improvement.

What accounts for the differences in experiencing change and perceiving stress for these individuals? Many studies suggest organizational characteristics, such as workplace climate, empowerment, and information about change, as factors that affect an individual's adjustment to organizational change and stress. However, the research is often focusing on organization-level phenomena, as opposed to focusing on individual factors.

Every person has a distinct set of personality characteristics, owns different resources, and employs different coping strategies to deal with change. This explains why coping with organizational change and stress can turn out to be very different experiences for individuals. For instance, recent micro-level research on individuals has identified dispositional traits that predict a person’s ability to cope with change. Hence, on top o[ looking at organizational factors, this study also examines individual factors that may help to maximize an individual's potential to work productively and efficiently in the midst of change.

According to the first paragraph, what is the most possible and proper statement about the reason why change and stress are closely related?

A．Change can be the motivation of stress and through their mutual interaction, there will be improvement.

B．Stress causes change to occur, and may bring negative effects such as the change of the job and the reduction of the salary.

C．Organizational change is a primary cause of stress and when change occurs, employees often experience role stress.

D．Change and stress are a pair of phenomena that will both appear in the process of employment.

?Read the following article about LG's success in India and the questions on the opposite page.

?For each question 15-20, mark one letter (A, B, C or D ) on your Answer Sheet for the answer you choose.

On a patch of grass on the outskirts of Delhi, 15 young Indian men and women are clapping their hands and punching the air. Sweat is dripping from their faces in the morning sun. "No.1 forever," they shout in unison. "We are the Champions."

Welcome to employee-motivation training, Korean-style. It's a far cry from what Indian employees are accustomed to. But when LG, the Korean consumer products giant, entered the Indian market in 1997, its managing director, Kwang-Ro Kim, decided that the way to success was to empower employees and, as he puts it, give them "aggressive targets that change their way of thinking." Kim, still in charge, also set out to change the local culture on sales targets, pricing, and dealer relationships.

The result? LG, which makes everything from refrigerators to flat-screen TVs, is the hottest consumer products company in India. It has cornered 30% of the air-conditioner market, 21% of washing- machine sales, and 19% of the color-TV business, beating out such rivals as Whirlpool, Sony, and Samsung. And within three years it wants to overtake Nokia, the market leader in GSM mobile phones, a product LG introduced in India only last November.

How a Korean company managed to outsmart its foreign and Indian rivals is a story about culture change. Like two other Korean, an companies that have been successful in India — Samsung and Hyundai, India's No.2 car producer — LG had good products and smart marketing. But LG went further by challenging Indian work habits. Yasho Verma, LG's vice president for human resources in India, says ego problems" had to "be broken." He says he prefers recruits from second- tier colleges who "have fire in their bellies" to graduates from top management colleges who "come with a lot of attitudinal baggage."

The molding starts with shouting games, and it seems to work. "The first day it was very tough with all this exercise," says Amit Kumar, a production engineering team leader. "I thought I wouldn't be able to complete everything — the only game I can play is chess." He had to run round the factory as a punishment for not synchronizing his shouting exercises with the others, but the next day he was enthusiastic. "Stress brings out the best in people," says Vinay Madaan, a Six Sigma black belt who drills LG staff. "You have to prove yourself, and it stretches you beyond what you think you are capable of."

LG has also shaken things up on the marketing side. It has driven prices down by 18% to 20% over the past two years and has "steadily increased distribution outlets and the breadth of product ranges," says Bhuwan Singh, associate director of ORG-Gfk, an Indo-German market research venture. Anil Arora, head of marketing for LG in India, says the company has used its "brand power" to toughen up relationships with dealers. It has reversed the Indian tradition of giving 30-to 45-day credit on goods, and if dealers fall to pay on time, they lose LG's business. That gives dealers an incentive to promote LG products, and it gives LG enough cash flow to demand discounts from suppliers.

LG's success has bred critics. Rivals claim that tough treatment of suppliers and dealers will not work in the long run. And they argue that LG's price cutting cannot be sustained. Kim does not agree. He is proud of what he calls his "strategic aggressiveness" and, along with his slogan-shouting employees, is showing no signs of slowing down. Last year the company generated $960 million in sales in India, 5% of LG's global total. His target this year: 55% sales growth. That's something LG's Indian workforce can shout about.

Kwang-Ro Kim believes that the employee-motivation training program helps e

A．become financially aggressive.

B．win championship of marketing.

C．achieve success in their careers.

D．alter their way of doing business.

?Look at the article below about getting along with the boss and following questions.

?For each question (13 - 18), mark one letter (A, B, C or D) on your Answer Sheet for the answer you choose.

Getting Along with the Boss

You know that a positive relationship with your work superiors is essential to your success. But how do you ensure you stay on their right side? Your boss holds 2 our future prospects in his or her hands. Expect very few favors from a boss who does not like you, Bad relationship with the boss also means missed advancement opportunities: it is one of the major reasons for high staff turnover. If you resign because of the boss. you may also expect a dent in your professional reputation, Imagine having to provide such an "ex" boss as the contact referral person at your next interview !

The relationship you have with your boss can be a major factor in determining your rise up the ladder. Your boss isn't only your supervisor. He or she is also the person best equipped (or should be I to help you do the job you are paid to do. He/she is privy to the company's goals and knows what the company is looking for in future executives. He/she can inform. you of company direction that may affect your future aspirations, He/she can put in a good word for you in the right eats. He/she is also your ally when you need back up, support or cooperation from other departments.

But how does this help you establish a meaningful working relationship with your boss? The key is communication. Know your boss' priorities and try to anticipate his/her needs before he/she asks. Don't think narrowly in terms of your own immediate position. Try to understand where what you do ties in with the bigger picture.

What other things can you discover about your boss? Is he/she conservative or informal? Does he/she prefer to be greeted as Mr. Ms. Miss or Mrs. or prefer first names? Is his/hers an "open door" policy or does he/she prefers you setting appointments with them? Respect your boss' time. Never barge into their office expecting or demanding an hearing immediately. Does he/she prefer to be kept informed with progress reports, or prefer you show initiative and get on with the job?

Don't be a "yes man" and don't offer false flattery in the hope of' getting somewhere. It won't work! And don't aim for "closeness" in the working relationship because this can also backfire. If your boss depends upon you too much. he/she won't recommend you for promotions because you are needed too much where you are. Another possibility is that if he/ she is not a good manager, he/she may be given their marching orders. If you are seen to be a part of his/her management mishaps, you may be marching out the door with him/her! Do what you can to stay in his/her good books. Don't take "sickies" unless you are sick! Be an effective, cooperative, responsible and courteous employee and team player.

It is possible that you are already these things, and you are working for somebody whose management style. disagrees with your needs or expectations. Maybe friction cannot be avoided. Then, you may be better off looking for a new job in a new department or company. In short, getting along with your boss entails getting to know his/her likes and dislikes and learning to work with his/her personality and management style. And the upside about mastering communication and people skills with your own boss is that one day, those skills will pay off in your own management role with your own team.

The writer says that a bad relationship with your boss may result in all of the following except

A．less favors from your boss.

B．the loss of your job.

C．a dent in your reputation.

D．the loss of your opportunities for promotion.

The symptoms of Alzheimer' s disease were long dismissed as normal consequences of human aging, but in the 1980' s the disease came to be recognized as the most common cause of intellectual deterioration in the elderly and middle- aged. It is characterized by the death of nerve cells in the cerebral cortex -- the part of the brain involved in complex function.

The major debilitating symptoms of Alzheimer's disease include serous forgetfulness -- particularly about recent events--and confusion. At first, the individual experiences only minor and almost imperceptible symptoms that are often attributed to emotional upsets or other physical illnesses. Gradually, however, the person becomes more forgetful, and this may be reported by anxious relatives. The person may neglect to turn off the oven, may misplace things, any recheck to see if a task was done, may take longer to complete a chore that was previously routine, or may repeat already-answered questions. As the disease progresses, memory loss and such changes in personality, mood, and behavior, such as confusion, irritability, restlessness and agitation, are likely to appear. Judgment, concentration, orientation, writing, reading, speech, motor behavior. and naming of objects may also be affected. Even when a loving and caring family is available to give support, the victim of Alzheimer's disease is more likely to spend his or her last days in a nursing home or long-term care institution. At this time, there is no cure.

According to the passage, which of the following is NOT true about Alzheimer's disease?

A．In the past, Alzheimer' s disease has often been mistaken as normal human aging.

B．Victims of Alzheimer' s disease rarely need to be institutionalized.

C．There is currently no cure for Alzheimer's disease.

D．The primary symptoms are serious forgetfulness and confusion.

•Read the article below about American consumers' borrowing styles, and the questions on the opposite page.

•For each question 13--18, mark one letter (A, B, C, or D) on your Answer Sheet for the answer you choose.

HOW DO AMERICAN CONSUMERS BORROW?

Young consumers often have not established their credit ratings. Many do not have steady incomes. They might have difficulty borrowing money from an agency in business to make loan. Parents or relatives are usually their best source of loans. Of course, the parents or relatives would have money available and be willing to lend it. You might even get an interest-free loan.

For most consumers the cheapest place to borrow is at the commercial bank. Banks are a good source of installment loan which may run for 12 months up to 30. Most of banks also make single-payment loans to consumers for short periods--30, 60, or 90 days. The newest type of bank loan is one that a depositor can get simply by writing a check. It works like this. A depositor is given a limited amount of credit, usually between $ 500 and $1, 000. He or she may write checks up to the amount allowed. Once a check has been written, the amount of the check becomes a loan. Usually no charge is made for interest until the loan is made. A typical interest rate is 3 cents per $100 per day, or just under 1% a month. Suppose that you used $100 of your credit and repaid it in 30 days. The cost would be 90 cents. If you repaid it in 10 days, the cost would be only 30 cents.

There is another source of consumer loans that may be even cheaper than a bank. It is a credit union. But you have to be a member to borrow from one. A credit union is a cooperative. You remember that a cooperative is a business organized to provide its owners, or members, with goods or services at a saving. Like a bank, a credit union is both a savings and a lending organization. Its members deposit their savings in the credit union and are paid interest in return. These savings are used to make loans to members at low rates. Members of a credit union are people with a common bond. They may work for the same firm or belong to the same church, lodge, or labor union.

Consumer loans are small in amount compared to those made to business firms. Companies that specialize in making loans to consumers, therefore, are sometimes called small-loan companies. These companies operate under state laws which regulate both the maximum amount that can be loaned and the rates charged. Regulations vary from one state to another. In general, however, the rates charged by small-loan companies are higher than those of other legal lenders except pawnbrokers. The following facts should tell you why.

Half or more of the loans made by small-loan companies are signature of character loans. Practically all loans are paid in installments. In some states, small-loan companies will lend as little as $ 25 or $ 50. Many of their customers are persons whose credit ratings are so poor that they cannot borrow elsewhere.

Another possible source of loans is a life insurance policy. Life insurance loans are easy to obtain. The rate charged is less than that for almost any other type of loan available to consumers. This is because the lender takes no risk. Also, borrowers may take as long as they want to repay their loans. Although that may seem like an advantage, it can also be a disadvantage. When a borrower is not required to repay a loan within a certain time, it is easy to let it run on and on. This increases the dollar cost of the loan because interest must be paid for as long as the loan continues.

Why is it difficult for young consumers to borrow money from bank?

A．Because they have no steady work and can't register a credit card.

B．Because they drag out the loan.

C．Because they are unlikely to pay the things purchased by credit.

D．Because they are unwilling to pay interest.