In （) of her apology, we decided to take no further action.

If you want to teach your children how to say sorry, you must be good at saying it yourself, especially to your own children. But how you say it can be quite tricky.
If you say to your children "I'm sorry I got angry with you, but...", what follows that "but" can render the apology ineffective: "I had a bad day" or "your noise was giving me a headache" leaves the person who has been injured feeling that he should be apologizing for his bad behavior. in expecting an apology.
Another method by which people appear to apologize without actually doing so is to say "I'm sorry you're upset"; this suggests that you are somehow at fault for allowing yourself to get upset by what the other person has done.
Then there is the general, all covering apology, which avoids the necessity of identifying a specific act that was particularly hurtful or insulting, and which the person who is apologizing should promise never to do again. Saying "I'm useless as a parent" does not commit a person lo any specific improvement.
These pseudo-apologies are used by people who believe saying sorry shows weakness. Parents who wish to teach their children to apologize should see it as a sign of strength, and therefore not resort to these pseudo-apologies.
But even when presented with examples of genuine contrition, children still need help to become aware of the complexities of saying sorry. A three-year-old might need help in understanding that other children feel pain just as he does, and that hitting a playmate over the head with a heavy toy requires an apology. A six-year-old might need reminding that spoiling other children's expectations can require an apology. A twelve-year-old might need to be shown that raiding the biscuit tin without asking permission is acceptable, but that borrowing a parent's clothes without permission is not.
If a mother adds "but" to an apology, ______.
A．she doesn't feel that she should have apologized
B．she does not realize that the child has been hurt
C．the child may find the apology easier to accept
D．the child may feel that he owes her an apology

― I owe you apology for the delay.― _______________

根据门店服务标准，下列不属于“LAST”原则的是（）

It is not advisable to use the general, all-covering apology because（）.

阅读理解：阅读下面的短文，根据文章内容从A.B.C三个选项中选出一个最佳选项。
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue back.You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken. Show that you care.Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient.Learn to relax and calm yourself.Having patience with your customers and with yourself will go a long way in winning over hostile customers.
The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.
（1）At whom do angry customers tend to aim their dissatisfaction and complaints?

---What'swrongwith__---She__atoothache（）

Her hair is ().

Her interest in redecorating the big house kept her ______ for a whole week.A．constrainedB
Her interest in redecorating the big house kept her ______ for a whole week.
A．constrained
B．dominated
C．restricted
D．occupied

Hlleo！What ' ------- name（）