Passage Two
段落二
The way to complain is to act business-like and important.
投诉的最好方法是把自己表现得商业化、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诉的事，例如你在餐馆吃饭，上的菜与你点的不符，你就要以礼貌的方式坚决要求见经理。
When the manager comes, ask his or her name. And then state your problem and what you expect to have done about it.
当经理过来的时候，问他或是她的名字，然后再谈谈你的问题和你期望的解决办法。
Be polite! Shouting or acting rude will get you nowhere. But also be firm in making your complaint.
一定要礼貌，吵闹或是任何粗鲁的举止都会对你产生不利的影响。但是你一定要坚定。
Besides, act important. This doesn't mean to put on airs and say "do you know who I am?"
此外，一定要举止有度，这并不意味着你要装腔作势地说：“你知道我是谁吗？”
What it means is that people are often treated the way they expect to be treated.
这是因为人们得到的待遇往往和他们脑海中对自己期盼的一致
If you act like someone who expects a fair request to be granted, chances are it will be granted.
如果你表现出自己是一个希望公平合理的要求的人，那么很有可能你的要求会得到满足。
The worst way to complain is over the telephone. You are speaking to a voice coming from someone you can not see.
最糟糕的抱怨莫过于电话。你在对一个你看不到长什么样子的人说话。
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.
所以你不知道电话另一端的人是怎么反应的。这很容易让人给你一些借口。
Complaining in person or by letter is generally more effective.
通常，当面投诉或写信投诉是比较有效的。
If your complaint does not require an immediate response, it often helps to complain by letter.
如果你的投诉不需要立即回应，写信常常能帮助你完成投诉。
If you have an appliance that doesn't work, send a letter to the store that sold it.
购物时如果你不幸买到了一个次品，就写封投诉信给商店。
Be business-like and stick to the point.
公事公办，紧扣主题。
Don't spend a paragraph on how your uncle John tried to fix the problem and couldn't.
不要长篇大论地写你的约翰叔叔怎样尽力想修好这个次品却失败了。
Question 30 to 32 are based on the passage you have just heard:
基于你听到的对话，回答30至32题。
Question 30. What does the speaker suggest you do when you're not served properly at a restaurant?
问题30. 当你在餐馆没有享受到应有的服务，作者建议你怎么做？
Question 31. Why does the speaker say the worst way to complain is over the telephone?
问题31. 为什么作者说最差劲的莫过于电话投诉？
Question 32. What should you do if you make a complaint by letter?
问题32. 如果写投诉信，你该怎么做？