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处理投诉时，从程序上来看礼貌语言应该如何表现？

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The 11-plus exam was discriminatory labeling children as a_-oriented(学习）or skill-oriented when they were only at the age of 11. The test streamlined them into two tracks, with the former ones heading for universities, and the latter ones for skill based education such as v____ schools(职业的） or polytechnics.

The comprehensive secondary system intended to reduce the p_ on the children when they were still at the a___(青春期）stage.