Have you ever lost your temper? Did you yell or scream at those around you, even people you like or love? Did you want to break something or hit someone?

    Everyone gets angry. We have lots of emotions. At different times, we may be happy, sad or jealous{#blank#}1{#/blank#}

It's perfectly okay to be angry at times— in fact, it's important to get angry sometimes. Anger can even be a good thing. When we are treated unfairly, anger can help us stand up for ourselves.

    {#blank#}2{#/blank#}Some people keep their anger buried deep inside. If you do this, you might get a headache or your stomach might start to hurt. You may just feel crummy (糟糕的) about yourself or start to cry. It's not good to hide your anger, so you should find a way to let it out without hurting yourself or others.

    When you start to feel angry, you can count to 10, draw a picture of anger, play a video game, run as fast as you can or do something active. An effective way is to talk to a friend you can trust.{#blank#}3{#/blank#}

    {#blank#}4{#/blank#}Instead, admit to yourself that you are angry and try to figure out why you are angry and what you can do to keep the situation from happening again.

    Never getting angry is impossible. But, you should always remember that how you act when you're angry can make the situation better or worse.{#blank#}5{#/blank#}Take charge of it!

A. Taking it out on others never solves anything.

B. Once you talk about anger, those bad feelings usually start to go away.

C. Here is an important way to deal with anger.

D. Anger is just another way we feel.

E. But anger must be released in the right way.

F. Don't let anger be the boss of you.

G. Every coin has two sides.

How to write a business apology letter?

    Drafting a good business apology letter is one of the basic tasks a businessman has to complete{#blank#}1{#/blank#} It can also retain(保留) the customer, and even strengthen your relationship with the customer.

    {#blank#}2{#/blank#} Then a business apology letter can be drafted and sent to the customer without delay. However, if you doubt that there are legal issues, it's better to delay sending a formal reply until you receive legal advice.

    Before drafting a letter of apology, you should first consider the reason for the apology{#blank#}3{#/blank#} Then thoroughly investigate the issue to determine exactly what went wrong. Decide who you need to apologize to, how you should apologize, and when would be the best time to send the apology letter.

    {#blank#}4{#/blank#} 1) Get comprehensive(综合的) details about how the situation unfolded; 2) Stick to the facts of the immediate situation; 3) Acknowledge any pain or damage suffered by the customer; 4) Outline the company's role in the incident; 5) State that the company regrets the situation; 6) Apologize to the customer sincerely, etc.

    Include all of the above elements to produce a concise and appropriate business apology letter. Keep the letter as brief as possible and be mindful of the tone of the letter{#blank#}5{#/blank#} 

A. Find out if the problem has affected anyone else.

B. A well drafted apology can limit the damage done.

C. Tell the customer that the situation will not occur again.

D. A letter of complaint should be investigated as soon as possible.

E. A good sample letter would take account of the following issues.

F. A respectful and considerate tone will go a long way towards rebuilding a damaged customer relationship.

G. It is better to make an apology, even though the company is not at fault, than to risk losing a valuable customer.

Can zoos ever be animal-friendly?

    The topic of our last class discussion was “How can zoos provide animals with a good life?” Everyone believed it was impossible for zoos to give animals a caring environment. Our teacher suggested that visiting a modern zoo might give us a new point of view.

    {#blank#}1{#/blank#} In our discussion, many people said that zoos were full of smelly cages with unhappy animals living in. Cleveland Metroparks Zoo, however, was set in an attractive, open environment. Trees and flowers had been planted around the park. {#blank#}2{#/blank#}

    At school, some people accused（指责）zoos of exploiting（剥削）animals for money but at Cleveland Metroparks Zoo, as I see it, nothing could be further from the truth. {#blank#}3{#/blank#}

    Before I visited Cleveland Metroparks Zoo, I wasn't sure about the rights and wrongs of zoos. {#blank#}4{#/blank#} I feel that, although zoos can't provide the freedom of the wild, they can be animal-friendly by giving animals a safe and caring environment. As long as they do this well, to my mind they make a good contribution（贡献）to animal health. They also play an important part in educating us about wildlife. {#blank#}5{#/blank#}

    On the bus back to school, we all agreed that what we liked most was the zoo's environment and we would recommend（推荐）it for next year's group.

A. It is difficult for the zoo to raise animals.

B. More and more animals enjoy their wild homes.

C. I think lots of my friends changed their minds, too.

D. Most of the money is used to improve conditions at the zoo.

E. I went to the zoo and was pleasantly surprised by what I found.

F. In my opinion, the animals, rather than seeming upset, were pleased.

G. It was difficult to say how a zoo could really make up for animals' loss of freedom.

    Can just one person make a difference? You bet! In a community every person counts, and getting involved is not difficult. Take stock of your own talents and interests. {#blank#}1{#/blank#} Don't wait for someone else to act first. Take the initiative! Once you see what you can accomplish, you'll want to keep going.

    Here are just a few ways to make a difference in your community. How many more ways can you come up with?

    Clean up the community. People often throw litter in places where there is already litter. And the problem only becomes worse until someone gets fed up and does something. Could your neighborhood use a cleanup? Neighborhood cleanups are often sponsored by local businesses or schools. But if your community doesn't have a cleanup program, get together with friends to organize one. You could pick up garbage in a larger area twice a year, or you could clean a smaller area every few months. {#blank#}2{#/blank#}

    Include the isolated. Do you know anyone who is housebound? Almost all neighborhoods have a few people who have to stay at their homes. These people are often elderly and unable to leave their homes to perform simple tasks. {#blank#}3{#/blank#} By letting them "borrow" your legs and eyes, you can make them feel included. You can run errands for them like shopping or paying bills. They might like you to read to them if their eyesight is failing. Governments provide some of the services these people need, but programs cannot give them friendship; that's what communities are for!

    {#blank#}4{#/blank#} Reading clubs are popular all over Europe and North America. Members might read at home to prepare for discussion, or they might read aloud to each other and talk about what they just read. Either way, a book or article can spark lively discussion and this often challenges people to take action.

A. Cleaning your community will have a positive effect on others in society.

B. They find a need or an issue you really care about.

C. But they belong to the community, too.

D. Living in a clean neighborhood will be its own reward.

E. Don't hesitate to take part in the community's activity.

F. Round up some readers.

This Way to Dreamland

    Daydreaming means people think about something pleasant, especially when this makes them forget what they should be doing. Daydreamers have a bad reputation for being unaware of what's happening around them. They can seem forgetful and clumsy. {#blank#}1{#/blank#}They annoy us because they seem to be ignoring us and missing the important things.

    But daydreamers are also responsible for some of the greatest ideas and achievements in human history. {#blank#}2{#/blank#}Can you imagine what kind of world we would have without such ideas and inventions?

So how can you come up with brilliant daydreams and avoid falling over tree roots or otherwise looking like a fool?

    First, understand that some opportunities(机会) for daydreaming are better than others. Feeling safe and relaxed will help you to slip into daydreams. {#blank#}3{#/blank#}And if you want to improve your chances of having a creative idea while you're daydreaming, try to do it while you are involved in another task—preferably something simple, like taking a shower or walking, or even making meaningless drawings.

It's also important to know how to avoid daydreams for those times when you really need to concentrate. "Mindfulness", being focused, is a tool that some people use to avoid falling asleep.{#blank#}4{#/blank#}.

    Finally, you never know what wonderful idea might strike while your mind has moved slowly away. Always remember that your best ideas might come when your head is actually in the clouds.

A. Having interesting things to think about also helps.

B. They stare off into space and wander by themselves.

C. Without wandering minds, we wouldn't have relativity, Coke or Post-it notes.

D. At one time, daydreaming was thought to be a cause of some mental illnesses.

E. It involves slow, steady breathing for self-control that helps people stay calm and attentive.

F. Daydreams are often very simple and direct, quite unlike sleep dreams, which may be hard to understand.

Today, technological advances are rapidly making it possible to automate much of the work currently carried out by humans. This applies to both blue-collar jobs through robotics and the Internet of things, and white-collar work through artificial intelligence, the wide applicability of these technologies has led to broad concern about the destruction of jobs. Indeed, according to a 2014 Oxford study, 47% of jobs in the US could be replaced. By automated processes in the next two decades.  

Of course. As many have noted, while technology has always removed the need for some types of jobs, it also creates new ones. Technology is a set of tools that we use in different ways to increase efficiency. The Industrial Revolution destroyed some jobs but created many more. It also increased the total wealth of society and began to create a middle class who could enjoy health, education and other benefits that previously had been available only to the wealthiest. It can be challenging to predict the kinds of jobs that this new revolution will create and in what quantities, which makes the situation seem worse than it actually is. But nine of the top ten most in-demand jobs of 2012 didn't exist in 2003, suggesting that this latest revolution is creating new employment opportunities.

For many, this picture is overly optimistic. The new jobs require a completely different skills set —you can't turn an assembly plant worker into a data scientist overnight. Others are concerned that we are facing a permanent reduction in the need for human labor. Science fiction has long imagined a future where we no longer have to work and can spend our time on more noble pursuits. Could it be that we are reaching that inflection point in human history, if we are? Neither our social norms nor our economic systems are ready for it. Today, self-worth is inherently tied up with jobs，professions，careers and trades.