A. quality B. appreciate C. frequent D. gently E. troubleF. surprise G. rough H. praise I. reached J. satisfaction.K. finishing L. failed M. for N. serious O. greeting.Passage fourThe manager of the office was a hard-working man who was honest, clean and clever, but he had never learnt one very important 1)____ -- politeness. He never took the 2)____ to be polite; he always gave an order: “ do this and be quick about it.” When he 3)____ to hear a question clearly, he just shouted, “what?” the words “please” “I beg your pardon” and “thank you” formed no part of his conversation.If he had spoken 4)____, the work of the office would have been done well, for the staff was a good one. But one after another they left and found work elsewhere. No one could explain to him why they did not stay. So he never understood the causes of the 5)____ changes in the office staff, and probably did not know how impolite he was.Even his chief clerk, Hollis, was getting tired of his 6)____ way of speaking. But he had no courage to tell him about it until one Friday evening. Hollis had spent several nights 7)____ some difficult papers that the manager wanted on Friday. With great 8)____ he brought them into the manager’s office and put them on his desk, thinking that this time he might receive a word of 9)____. The manager looked at them and said nothing.As Hollis 10)____ the door on his way out of the office, he turned around and said, “I beg your pardon, sir?”“I didn’t speak,” said the manager shortly.“Oh!” said Hollis, “I thought you said ‘Thank you’.”