&8226;Read the article below about telephone skills. &8226;For each question 31-40 write one word in CAPITAL LE'I'I'ERS on your Answer Sheet. How to deal with difficult people on the phone One of the skills required of today's successful business people is the ability to deal with difficult people on the phone. The Reed Employment agency has come (31) with some advice to help business people get the best from the caller. First of all, accept that people can be rude when they are (32) pressure. Try to find out (33) they are angry - even if you have to guess. And, importantly, never get angry back. Many problems are caused by a simple misunderstanding. Therefore it is essential (34) remain calm so that you can get to the root of the problem and thus have (35) better chance of resolving it, Understand that maintaining your calm is much easier than it sounds - but you can prepare (36) designing a strategy. Most call centres train staff (37) these techniques; other office workers need to train themselves. The trick is to be really nice back (38) that they end up thanking you for your help, understanding and assistance. Secondly, listen carefully and empathise with the person making the comlaint. You don't (39) to compromise your company or your colleagues just because you show understanding. Agree to a course of action and stick to it and, finally, always try to be courteous. Sometimes you are the one (40) will have to apologise and you just have to accept that. (31)