Snow falls in the Earth's extreme North and South throughout the year. However, the heaviest snowfalls have been reported in the mountains of other areas during winter. Snow is even known to fall near the Equator (赤道), but only on the highest mountains.

    Snow contains much less water than rain, but much of the water the world uses comes from snow. {#blank#}1{#/blank#} In the western United States, mountain snow provides up to seventy-five percent of all surface water supplies.

    Snowfall helps to protect plants and some wild animals from winter weather. Fresh snow is made largely of air trapped among the snow crystals (晶体). Because the air has trouble moving, the movement of heat is limited. {#blank#}2{#/blank#} The surface of the snow takes in, or absorbs, sound waves. As snow grows older or if there have been strong winds, it can become hard and flat. Then, the snow's surface will help to send back sound waves.

    {#blank#}3{#/blank#} It is responsible for the deaths of hundreds of people. Many people die in traffic accidents on roads covered with snow and ice or from being seriously stuck in the winter storm. {#blank#}4{#/blank#}.

    People may not be able to avoid living in areas where it snows often. However, they can avoid becoming victims of snowstorms. People should stop driving and stay at home until the storm has passed. People living in these areas should carry emergency supplies in their vehicle. {#blank#}5{#/blank#}

A. These include food, emergency medical supplies, and extra clothing to stay warm and dry.

B. Snow also influences the movement of sound waves.

C. Melting snow provides water for rivers, electric power stations and agricultural crops.

D. Mountain snowfall is heavier than that in the South and the North Poles.

E. In many places, streets were blocked; houses fell down and supplies were short.

F. Others die from heart attacks caused by too much physical activity out in the cold.

G. Snow may be beautiful, but it can be deadly.

    Clara Barton，founder of the American Red Cross，gained worldwide honor for her dedication to easing human suffering and earned the nickname  “Angel of the Battlefield.”

    Barton was born into a liberal (开明的) freethinking family in 1821. Her elder brothers and sisters happily tutored her in math and reading, so when she entered school at three years old, she could read and spell three-syllable words. {#blank#}1{#/blank#}

    Concerned about Barton's difficulty in making friends, her parents sent her to a boarding school, hoping it would make her more comfortable with her peers. {#blank#}2{#/blank#} Barton lost her appetite and cried constantly. After only one term, she had to be brought home. Then, Barton stayed out of school to nurse her older brother through a serious injury and also volunteered to care for poor families during a smallpox (天花）outbreak.

    In 1861，the Civil War broke out. The sight of wounded soldiers touched Barton deeply. She began to collect and distribute food, bandages, medicines, and other supplies for the Union army.

    {#blank#}3{#/blank#} There, with little concern for her own safety, she cooked meals, assisted surgeons, and comforted wounded soldiers.

    Eventually，because of working too hard，Barton collapsed，ill with typhoid fever (伤寒症). {#blank#}4{#/blank#} It was there that she learned of an organization based in Switzerland — called the International Red Cross, whose work mirrored her own.

    Shortly after Barton arrived back home in 1873，her sister died. {#blank#}5{#/blank#} When recuperating (休养）at a health facility in New York，she began planning for the establishment of an American wing of the International Red Cross. Although at first the government resisted，her efforts finally paid off. The American Red Cross was officially organized on May 21, 1881. Her influence lives on today in the work of the organization she founded.

    No matter what type of business you run, it has to deal with things that go wrong from your customer's point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements. {#blank#}1{#/blank#}.

    You should listen actively to what the customer has to say by maintaining comfortable eye contact. {#blank#}2{#/blank#}.

    {#blank#}3{#/blank#}.It's important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you've accepted the responsibility and provide him with choices or assure the customer you'll do something about his complaint.

    Talk with the client and discover the best means to resolve his problem. {#blank#}4{#/blank#} In this case it's important to let your customer know an estimation(估计) of how long it will take to take action on his complaint.

    A simple “thank you” is one way to let the customer know you appreciate the time and effort they've taken to inform you about a problem with your company's service or product that you need to know about.

    Create a procedure for recording different types of customer complaints. {#blank#}5{#/blank#}.

A. Listen to your customer's complaints and you can improve your service.

B. There will be times when you'll be unable to resolve the issue immediately.

C. When receiving a complaint, you should apologize for the failure the customer has identified.

D. They are a valuable source of information to determine various root causes that need to be addressed within your company.

E. So it's important to learn to deal with customer complaints efficiently.

F. Don't feel ashamed of the failure in your service or products.

G. You should also show your customer that you do understand him by giving full attention.

    Every one complains（抱怨）. Even if you argue that you are the happiest person in the world, you still complain sometimes.

    Sometimes you complain: without even realizing it, but rarely is it ever helpful. {#blank#}1{#/blank#}Here are some tips to stop complaint and give up the negative thoughts: {#blank#}2{#/blank#}When you find yourself thinking or saying a negative comment about something or someone, stop and force yourself to say something positive instead. Seek the help of a cheerful friend to change you when you complain and help you to see the positive in the situation.

    Make a list of things that we are grateful for.

    We often complain about the things we don't have without noticing those things we already have.

    Be grateful for what we have in our life because we are lucky simply for being ourselves. {#blank#}3{#/blank#}

    Learn to adapt to the changes. There are many things we can't change.{#blank#}4{#/blank#} Always find the positive side of each situation, regardless of however difficult the situation is. With parents' and friends' support, we can survive any life changes.

    Find what makes you happy.

    {#blank#}5{#/blank#}Maybe it is time to make the hard decision to move on to another job or career.

    Uncover what your biggest complaints are about and see if you can change the situation to make you happy. Choose happiness, focus on the positive, and be kind always!

A. Sometimes this list can be easy, full of hobbies you enjoy.

B. Are you constantly complaining about your present job?

C. So how can you manage to force yourselves to end complaining?

D. Set down things we are thankful for and we'll see that we don't have any reason to complain.

E. Change the way you think.

F. The best and only thing we can do is to accept them.

G. Make positive people friends.

How to Love Your Parents

    Even if you think that your parents are mean-spirited at times, loving your parents is a normal and fulfilling part of life. You love them for the fact that they created you, raised you, and are in part, a source of who you are. {#blank#}1{#/blank#}

    Tell them you love them every morning. A gentle "good morning" and "I love you" will warm a coldest heart. Remember that they brought you into this world. Without your parents, we might still wander at an unknown corner in an unknown world.

    Respect them more and cherish these moments. You can use these moments to learn from them, preparing yourself for when you're off on your own. It's OK to get angry but angry actions don't help you or your parents. Act calmly, cool off, write down your feelings, or talk to a friend. {#blank#}2{#/blank#}

    Obey their requests. It will make your attitude better and earn you more respect from them. It may seem like you are going through hell when you don't get what you want or you have to clean. However, you had better remember they keep a roof over your head when it's cold, raining, snowing, or too hot. Understand that parents are human beings and make mistakes. {#blank#}3{#/blank#}Since you can forgive your friends, why not forgive your parents?

    Keep company with them. Do things with your parents like watching TV, or go somewhere with them. {#blank#}4{#/blank#}Listen to their old stories and learn from them. You will find they are your teachers in this way or another.

    Some people simply may not be able to love their parents. {#blank#}5{#/blank#}Seek help if you are being abused（虐待）in anyway. Parents do not have a right to harm you.

A. Parents will in turn express their love to you.

B. Forgiveness is the key.

C. Here are some ways to love your parents.

D. There can be realistic reasons for this, family violence for example.

E. Anyway, spend as much time with them as you can.

F. After this, share your feelings with your parents.

G. Please remember parents are as important as friends.

    Want to know how to be a confident friend-finder? We can help, with four easy steps.

    Step 1. Change your mental state.

    It's easy to get so freaked out（不安的）about being in a new situation that you start throwing off don't-come-near-me signals. And guess what? It worked. {#blank#}1{#/blank#}Instead, change your attitude with some positive thinking. Tell yourself: “It'll be great to get to know someone new”, or “I can't wait to hear what these girls have to say.”

    Step 2. Remember, the eyes have it.

    The first place we look at when we're uncomfortable is the floor. No one can tell if we're embarrassed. We can't tell if anyone is looking at us. Whoa! {#blank#}2{#/blank#}Holding your head up and making eye contact is a bold（大胆的）move． It's confident and friendly.

    Step 3.{#blank#}3{#/blank#}

    Does starting a communication bring on an attack of shyness? Try adding a good question to your friend-finding tools. Strong opening questions usually begin with “what” or “how” words that get people talking. Typically, our first instinct (本能) is to ask a “can” or a “do” question, like “Can I borrow a pencil?” or “ Do you know where the bathroom is? {#blank#}4{#/blank#}Asking “what” or “how” questions gets you more information to respond to. Try something like “Hi. I really like that flower. How did you draw it?” or “Hi. I'm new. What's the least scary lunch option in the cafeteria?”

    Step 4. Practice, practice, practice.

    Making new friends is a skill. {#blank#}5{#/blank#}But the more you practice, the more relaxed and natural. You'll feel, and the easier it will get. So flash that smile, offer some welcoming words, and soon you'll be hanging out with your newest friends!

A. People don't come near you.

B. All you need is one question.

C. Listen closely to their answers.

D. Not a good way to meet people.

E. The thought of meeting people makes you excited.

F. But that only gets you short answers. Like “Yeah” or “Down the hall”.

G. Like art, music, or sports, it takes practice to feel truly confident of it.