for them, relatingto what they are feeling as well as what they are saying. If y…

題目

for them, relatingto what they are feeling as well as what they are saying. If you cannot listen well to people, you have no reasonto expect them to listen any better to you.11 A. empathy B. hospitality C. reservation D. suspicionDear Gingerbread,Thank you for staying with us at Hotel Giovanni on your recent trip and for posting your feedback. Wewere very disappointed with the content of your review. However, after investigating the details of your staywith all team members, I was even more disappointed to learn that the content of the review was not an accuratereflection of what actually happened.You say that the hotel is dishonest and that one of our staff members, Nora, is a liar because she chargedyou €240 per night. Nora did make a mistake with the rate, and this was spotted the following morning by oneof our more senior receptionists and was corrected before you checked out, so you never paid €240 as youwere told at check-in. Also, the duty manager met you the following morning, apologized for the mistake andgave you a further reduction on your rate.We are 100% certain that Nora made a mistake, as sometimes people do, and we feel it is very unfair andirresponsible of you to call her a liar on a public forum. I’m sensing a lot of anger in the review and I knowthat you probably didn’t mean to let loose all that anger on us. Sometimes people just need to vent. Sometimesat night when I come home from a long day’s work at the hotel, I go out into the field at the back of my houseand scream into the darkness. I let it all out, like a wolf on a moonlit mountain. I feel better after that andnobody gets hurt. I’m not saying howling into the night like a wolf will work for you, but there are other waysof dealing with rage.With regard to the Wi-Fi, yes, the Wi-Fi in the west of this country is the worst in Europe. There is nothingwe can do about this for the moment, although I think we are getting high-speed broadband in the area prettysoon. In the meantime, to anybody else reading this review, do not come to Hotel Giovanni and this town ifWi-Fi is more important to you than human interaction.You also mentioned you were annoyed by “a bunch of grumpy old men” working in the hotel bar. Thereare three men over the age of fifty working in the hotel. Only one of them was working on the night you stayed,so we didn’t know how to deal with the “bunch of grumpy old men” in your review, until my assistant managercame up with the only possible solution. We’ve decided to execute all three of these men to ensure that noother guests will have to endure the horrible torture you went through that evening. Paul, Martin and Luca willbe blindfolded and shot in the backyard on February 30th. There will be music, cocktail, and sausages tocelebrate the execution and we want to show you that we take your feedback seriously. Will you be happythen?Abuse and false accusations do not tackle any problem. But honesty, sincerity, and integrity do. Eventhough you hurt us deeply, we’d still like to be friends. We hope you will return to Hotel Giovanni somedayand give us an opportunity to change your opinion of us.Antonio Romano,General Manager

官方答案

• 答案：A. empathy

解析

本題測驗名詞字義與語境。empathy 為「同理心」，show empathy for them 即「對他們展現同理心」，與後文 relating to what they are feeling as well as what they are saying（體會他們的感受與言語）完全呼應。hospitality 表「好客」；reservation 表「保留、預約」；suspicion 表「懷疑」，皆與「體諒他人感受」語境不符。前文強調傾聽與關心，故選 A。

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