2020全國卷III完形填空，話題為作者作為生意人與一百般挑剔的顧客之間的故事，以及從中得到的經(jīng)驗(yàn)和教訓(xùn)--體諒他人，微笑服務(wù)。這篇文章夾敘夾議，很有代入感，理解起來難度不大。

文章第一句為簡單的主謂賓句式，給出的信息很充分：我--businesswoman，care deeply about my customers. 第二句的一個(gè)But轉(zhuǎn)折，就引導(dǎo)考生去思考和猜測下文的不同尋常的故事。

各段的主旨和具體細(xì)節(jié)：

As a businesswoman, I care deeply about my customers. But like anyone for whom you feel affection, customers can also drive you mad. They'll come rushing in, saying their handbag's been stolen. They'll swear that they left it in the changing room, create havoe and then discover it had been in their car all the time. They'll have out half the goods in the shop, and want the only style you don't have left in a partiular colour. I do know how upset the shop staff can get, but I try to persuade them to keep smiling 第一段綜合介紹顧客與我之間的摩擦，找東西、對(duì)商品不滿、抱怨等等。其中，所填入的詞匯多為通過理解上下文即可捕捉的信息來確定，如customer，saying，discover，goods，smiling等，其中，swear這個(gè)詞稍有難度，因?yàn)槿粘Ｊ褂妙l率不是特別高。但是，此句的理解就真的很形象和深入了。They'll swear that ...他們發(fā)誓說，從這句話中可以看出，customers的難纏，也為下文的difficult做出了鋪墊。

I remember the first really difficult customer we had at Covent Garden. She was displeased with absolutely everything, nothing was right and I was rather surprised that she became a “regular”. After a while, she apologized for the way she behaved at the beginning. She had split up with her husband the week before, was living in a flat by herself , and since she’d found it too much to cope with, she'd taken it out on other people.

第二段，作者具體介紹了一名很difficult的顧客。difficult此處就是熟詞生意了，可能會(huì)造成學(xué)生做題時(shí)的困擾，此處指“難以討好的人”。這段的幾個(gè)詞的考查均為熟詞，而且是相當(dāng)簡單的熟詞，通過故事的敘述，考生是能夠抓準(zhǔn)大意的?？赡艹霈F(xiàn)的難點(diǎn)是be displeased with，通過構(gòu)詞法的解詞。a regular，?？?。she spilt up with her husband與丈夫離婚。

That taught me a valuable lesson and I pass it on to the people who work in the market. Don't take it personally. If a customer is rude or difficult, just think "Maybe she's had a row with her husband. Maybe her child's not well .” Always water it down and don't let your ego get in the way. If you do, you won't be able to handle it and the whole thing develops into an unpleasant scene and that ruins everyone's day.

第三段，作者的觀點(diǎn)和態(tài)度。這也是我非常喜歡的作者的處事方式。其中，don't take it personally，能看出作者的細(xì)心和用心。

說說“體諒”吧！

作為生意人，與顧客打交道會(huì)遇到很多煩心事。我很欣賞作者的觀點(diǎn)和她處理方式--體諒他人，多微笑，減少摩擦。這正是服務(wù)行業(yè)所應(yīng)該采取的溝通方式，其實(shí)，這也是為人處世的原則。

有一種說法--“人”是互相支撐的，這告誡我們今天你的體諒會(huì)換來更多別人對(duì)你的體諒，這樣的社會(huì)才是最融洽的。家人之間、朋友之間、陌生人之間，均應(yīng)如此。

作為老師，我們面對(duì)的是學(xué)生，我覺得“體諒”也是雙方的。不和諧的音符總是偶爾會(huì)發(fā)出聲響，造成人與人之間的不和諧，究其原因，也許是我們老師的一句嘮叨，也許是學(xué)生的一句抱怨。生活中我們需要“發(fā)聲”，但是，請(qǐng)選擇好傾聽的對(duì)象，也理解他們的感受吧！

我時(shí)常在控制自己的情緒，面對(duì)學(xué)生的不規(guī)，盡量做到對(duì)事不對(duì)人。即使這樣，也還是難免與他們摩擦成矛盾。如何做，我覺得體諒是一種最有效的心理良藥，能讓人擺脫不良的心境和困惑。找個(gè)讓自己平穩(wěn)心情的理由先說服自己吧，心情好了，做事就順其自然地好了，輕松和愉悅就隨之而來了。

幸福的關(guān)鍵在于自己的心境，在于自己對(duì)人對(duì)事的態(tài)度。有人說“體諒作為一種內(nèi)心的愉悅體驗(yàn)，是獲得幸?？鞓返淖畹统杀就緩?，我們又何樂而不為呢？”