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　　It is impossible not to make a mistake at some point in your life．We may as well accept that something will go wrong and we will be to blame．It is therefore sensible to work out some strategies for apologizing, and the best way to apologise is by letter．This way you can take care over every word you write－which you can’t do if you say sorry to someone in person．

　　We all say or do something that we wish we hadn’t said or done．You may say something that accidentally hurts someone, or you may provide a service which doesn’t come up to the standards that a client or customer expected．

　　You may feel that it was a genuine mistake which couldn’t be avoided．Rather than dwell on the mistake, you should quickly try to remedy(補救)the problem．An effective letter of apology is an important part of that process．

　　For the content of the letter, just remember TABS－Timing, Action, Brevity, Sincerity．

　　The timing of a letter of apology is vital－it must be sent as soon as possible．Any delay in sending the letter will only compound(使……更壞)the problem．In this case“Better late than never”is not the best motto!The longer you wait before writing a letter of apology, the more it will seem that you have been forced into writing it．

　　Although it is important to recognize what has gone before, it is also essential to detail the action you plan to take to put right whatever it was you did wrong．Research has shown that some indication that you have thought what future action you plan to take is always well received．

　　A letter of apology should be brief and the word“sorry”should appear no more than twice．Indicate that you are aware you are using it a second time“once again, I am so sorry for…”or“as I said earlier, I am really sorry about…”．Finally, the tone of the letter has to be sincere．In fact the combination of all the above factors will help in this respect．

　　And don’t think that letters are out of date in the email-oriented 21st century．An apology email can be worse than no apology at all!

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Reading Comprehension

Cloze Test

　　Think you're good at reading people's expressions? Well, think again．New software is ten per cent better at it than the average person．There's even a device to improve your emotional intelligence．

　　Every time you interact with people, you 　　1　　 unconscious signals that you're following what they're saying．　　2　　, you might nod to show that you're following or squint(瞇眼看)a bit to show that you've lost track．However, we're not very good at interpreting these signals．　　3　　 we only get it right about half of the time．

　　Now social X-ray glasses can help you 　　4　　 some of these signals better by means of a built-in camera 　　5　　 to software which 　　6　　 facial expressions．The six basic 　　7　　 facial states it recognizes are：thinking, agreeing, concentrating, interested, confused and disagreeing．The device can read 24 'feature points' on a face and 　　8　　 which of these six general facial states is being 　　9　　．You get the information via an earpiece, which tells you how the listener is responding．There's also a traffic light system displayed on the lens with a red, amber(yellowishbrown)or green light to show that the listener is interested, 　　10　　 interested or not interested．If it shows red, it's time to shut up!

　　The other novelty(something new)is sociometric badges．These are 　　11　　 to provide feedback on how often you're speaking, for how long and who with．Each person is represented by a dot, which is larger if you're talkative and smaller if not．If you speak in a monologue the dot will turn red, but if it's a dialogue it turns white．The interaction between speakers is represented by lines between them, so a thick line if two people speak a lot to each other and very thin if they 　　12　　 speak．The information is sent wirelessly to any device that can display it graphically．In one experiment, 　　13　　 some of the speakers started with very different dots, by the end of the experiment all the dots were more or less the same size and color, 　　14　　 that people had changed their behavior and made the interaction more even．

　　Think how differently our interactions with people could be if we could read their 　　15　　 to what we're saying with x-ray specs and track how well we work as a group with a sociometric badge! It's early days, but these devices may well transform how we interact with each other in the future．

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