阅读理解。
Complainers have a complaint about everything in their life. This usually comes from the fact that they
are unsatisfied or angry about their own personal lives. The complainer has a need for their concerns to be
accepted. Whether it is in their professional or personal life, the complainer can't have peace of mind until
someone listens to their concerns. They feel dissatisfied and they don't just want things to change-they want
to be heard and understood. The key to effectively dealing with a complainer is by using your active listening
skills and trying to understand what their interests and needs are. They want to be heard and acknowledged-
not ignored and argued with.
Listen to the concerns. It's not enough sometimes just to fix the problems. The person has a psychological
need for someone to acknowledge his or her concerns. Let them get all of these piled frustrations (挫折) out
of their system before you address the problem. Listen and accept what they have to say. Encourage them to
keep on talking until all these frustrations have been let out.
Empathy (同情) with them. Imagine yourself walking around in their shoes and see the situation from
their point of view. Empathy is an important tool that you can use to serve cooperation. Use empathetic
statements such as, "If l were in your shoes, I'd be really angry, too."Reword their concerns back in your
own words. This lets them know that you have been listening and have understood everything correctly.
Repeating is also a powerful agreement-building tool.
Ask them what they would like you to do. In most cases, you will already know what the person wants,
but ask them what they would like you to do because it lets them walk away happy.
1. By saying "If I were in your shoes, I'd be really angry, too.", the listener means ____.
A. If I put on your shoes, I would be angry too
B. If I wore your shoes, I would also be happy too
C. If I were in your situation, I would also be angry
D. If I knew the situation of your shoes, I would not wear them
2. According to the passage, what's the main purpose of the complainer's complaints?
A. They want to have an argument with someone.
B. They are concerned about others' life.
C. They are dissatisfied with both their job and their life.
D. They need a listener and understanding.
3. According to the passage, what would you best say before getting away from a complainer if you were
a listener?
A. I'm sorry to hear that, but it's no use complaining like that.
B. I'm also unsatisfied with my own job.
C. Pardon? What job would you like better?
D. What can I do for you?
4. The author writes the passage mainly to ____.
A. teach readers how to deal with complainers
B. teach readers to be patient with complainers
C. help deal with complainers' problems
D. help readers listen to complaints better