Service Responsibility Workbook

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    CYVH@IVV AOWEH@I + 2>Vis~hfi Siv|o`vhchehwx Eibgisvah| Kogyei

    Vis~hfiSiv|ovhchehwx

    Kogyei

    3Eibs`h`d Dbwi \sh~bwi Ewg.

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    Eibgisvah|Tosmcoom

    3

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    AY K B @ S I V O Y S F I G I ^ I E O \ K I @ W . F Y V W O K I S V I S ^ H F I V W S B W I D X

    Vis~hfi Siv|o`vhchehwx Eibgisvah| Tosmcoom Eibs`h`d Dbwi \sh~bwi EhkhwigNbq ->9 > 376 84

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    FA B \ W I S 3 : E I B S @ H @ D O C J I F W H ^ I V

    Oywfokiv: Behd`h`d bfwho`v b`g ~beyiv

    Yvi wai Siv|o`vi+Bchehwx Kogie wo vieifw vis~hfi vwsbwidxVwbwi tabw bsi oys vis~hfi rybehwx vwb`gbsgv% go ti si|sivi`w waik?

    4

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    HH: Behd`h`d Bfwho`v b`g ^beyivWai ivwbcehvaki`w on wai o`i+vwo| cyvh`ivv aoweh`i hv b siv|o`vi wo oys fyvwokisv `iigv.Aoti~is Vh`dwiev fyvwokisv gikb`g kosi wab` wai civw `iwtosm% sibgx bffivv wo `it

    wifa`oeodhiv% b`g bnnosgbcei vis~hfiv. Waix bevo tb`w wo ci v|ibmh`d thwa wai civw |io|ei.\io|ei h`~ivwig thwa b` bwwhwygi on vis~hfi siv|o`vhchehwx b`g h`noskbwh~i% nshi`gex%bffysbwi b`g whkiex siv|o`vi wabw waix bsi `ow bcei wo diw b`xtaisi ievi.

    Wai fiswbh`wx thwa wahv bv|ifw on wai cyvh`ivv hv wabw hw hv ahdaex gi|i`gi`w o` wai h`wsh`vhfbwwhwygi on oys vis~hfi si|sivi`wbwh~iv. Wahv hv vokiwah`d wabw doiv cixo`g |so~hgh`dfoknoswbcei tosm i`~hso`ki`wv% innifwh~i H^S vxvwikv% b`g o`eh`i m`oteigdi cbviv.Wahv bggsivviv kbwwisv on vi`whki`w% wai ivvi`fi on iqfieei`w o`i+vwo| fyvwokis vis~hfi hvwai aykb` woyfa. Bv aykb` cih`dv ti bsi ahdaex bwwy`ig wo wai fo`~hfwho`v b`g kb``is h` tahfa ti bsi gibew thwa. H` b ahdaex fok|iwhwh~i i`~hso`ki`w bv ti ab~i aisi h`Vh`db|osi wai aykb` woyfa foyeg `ow ci kosi hk|oswb`w.

    Wai Siv|o`vi+Bchehwx Kogie

    1

    M`oteigdi\shfi |eb`vVis~hfivFo`wbfw ykcisvCheeh`d h`noskbwho`KyewhkighbNbyewv

    Nhqig eh`iMix |io|eiBwwhwygi

    Vis~hfi Oshi`wbwho`Y`gisvwb`g iigvNeiqhchehwx\isvi~isb`fiFokkhwki`wSiv|o`vhchehwxCidh` tieeI`g o` wai vbki ei~ie

    VmheevWx|h`dWiei|ao`i vxvwikvO`xqVwbsehdawYvi M`oteigdi cbviIkbhe vxvwikv

    SIV\O@VI +BCHEHWX

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    H` wiskv on oys bchehwx wo b`vtis wai fbee kb`x on wai nbfwosv tahfa giwiskh`i wahv bsibesibgx viwweig cinosi wai fyvwokis fbeev. Nos iqbk|ei% innifwh~i |sogyfw wsbh`h`d b`g waigivhd` on b socyvw m`oteigdi cbvi giwiskh`i m`oteigdi on |sogyfw. Wai innifwh~isoywh`d on fbeev hv giwiskh`ig cx wai givhd` on vhk|ei fbee neotv wabw vyhw wai fyvwokis b`g

    wai hk|eiki`wbwho` on wai ebwivw fbee fi`wsi wifa`oeodhiv. Aoti~is nos bee wahv waisiv|o`vi on oys vis~hfi si|sivi`wbwh~iv wo wai fyvwokisv siryivw hv b kbwwis on faohfi.Tabw bwwhwygi goiv wai si|sivi`wbwh~i faoovi wo vwshmi thwa wai fyvwokis bw wai koki`w on wsywa tai` wai fyvwokis fbeev.

    B koki`w on wsywa hv b mix koki`w wabw thee vab|i wai fyvwokisv |isfi|who` on oys osdb`hvbwho`. Kovw wsb`vbfwho`v bsi b fxfei thwa b cidh``h`d% khggei% b`g b` i`g b`g waivfi`bsho on b fyvwokis fbeeh`d Vh`dwie 2> hv `o ghnnisi`w. H` aykb` wiskv wahv kbx civwbwig bv b dsiiwh`d% b ghbeodyi% b`g b nbsitiee. Wai rybehwx on wahv h`wisbfwho` b`g aot

    |sonivvho`beex wai ~bshoyv koki`wv on wsywa bsi `b~hdbwig giwiskh`iv wai vis~hfi rybehwx.Kb`x osdb`hvbwho`v h` fok|iwhwh~i% vis~hfi+oshi`wig cyvh`ivv |yw fo`vhgisbcei ik|abvhvo` giwiskh`h`d tabw waivi koki`wv on wsywa bsi wabw vab|i |isfi|who` b`g i`vysh`d wabwwaihs si|sivi`wbwh~iv siv|o`g h` b kb``is tahfa bwwsbfwv% siwbh`v b`g bwwbh`v fyvwokisv.

    8

    WaiFyvwokis Fbeev 2>

    Cyvh`ivvFyvwokis

    Abv b @iig

    Vh`dwieSi|sivi`wbwh

    ~iB`vtisv

    Koki`w on Wsywa !Faohfi(

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    Nos iqbk|ei% Bw Tbew Ghv`ix fos|osbwho` h` Oseb`go Neoshgb wai fbs |bsm bwwi`gb`wv bsiwsbh`ig wo eoom oyw nos |io|ei tao ab~i eofmig waihs mixv h` wai fbs. Waix go wahv cxvfoywh`d wai |bsmh`d eow vaoswex bnwis b nbkhex abv eofmig y| waihs fbs b`g eoomh`d oyw nos wai gsh~is sbhvh`d ahv bskv vmxtbsg b`g wai` |yeeh`d bw ahv os ais abhs h` b divwysi on

    nsyvwsbwho`. Y|o` viih`d wahv os vhkhebs ciab~hoys wai ahdaex bwwy`ig vis~hfi |io|eihkkighbwiex kbmi waihs tbx o~is wo wai nbkhex b`g onnis wo siwshi~i wai mixv b`g eofm waifbs. Nbkhehiv ~hvhwh`d wai Ghv`ixeb`g waiki |bsm thee ab~i h`~ivwig whki b`g i`isdx wo~hvhw wai |bsm% b`g kbx i~i` ab~i neot` nsok b`owais foy`wsx wo go vo. Bv vyfa wai

    |sov|ifw on ab~h`d wai gbx syh`ig cx wai fbs mix h`fhgi`w hv b voysfi on fo`vhgisbceifyvwokis nsyvwsbwho`. Wahv hv b koki`w on wsywa.

    Oys fyvwokisv bw Vh`dwie bsi `o ghnnisi`w. Waix bevo ab~i kbgi b` h`~ivwki`w on whki%ko`ix b`g i`isdx h` wai vieifwho` b`g yvi on oys vis~hfiv. Bv vyfa waisi bsi kb`x on waivi koki`wv on wsywa h` oys h`wisbfwho` thwa waik. Tabw hv oys si|o`vi+bchehwx h` waivifbviv.

    Wah`m bcoyw wai |sofivv on b fbee% tabw bsi wai koki`wv on wsywa bw wai dsiiwh`d}3{%gysh`d wai ghbeodyi}6{ b`g wai nbsitiee}2{?

    2 Cyvh`ivvFyvwokis[ bssh~i bw wai sivosw thwa wai y`cshgeig aib~i`v wth`meh`d bco~i xoy. H`bgghwho` wo wai yvybe nbfhehwhiv b`g vyk|wyoyv nbsi bw vyfa sivoswv wai hveb`g hv bevo bcei wofbwis eofbeex nos wai civw H`nofokk vis~hfiv b~bhebcei b`xtaisi o` wai |eb`iw. @ot wairyivwho` sikbh`vtabw bsi xoys iq|ifwbwho`v bv b cyvh`ivv fyvwokis b`g aot go xoyiq|ifw wo ci wsibwig. Aot thee wai vis~hfi si|sivi`wbwh~i faoovi wo vis~i xoy.Xoy ab~i 29 kh`ywiv wo |eb` h` |bhsv bnwis tahfa ti thee cidh` b ~hgio wb|ig vfi`bsho

    |ebxh`d vivvho`.

    Fyvwokis:

    \ywwh`d xoysvien h` wai |ebfi on wai fyvwokis. Tabw bsi xoys iq|ifwbwho`v cinosi xoybssh~i o` wai hveb`g?

    \yeby H`nofokk Cyvh`ivv Si|sivi`wbwh~i:

    Bv \yeby H`nofokkv Vis~hfi Si|sivi`wbwh~i tabw faohfiv fb` xoy kbmi sidbsgh`d waikh`gviw os bwwhwygi xoy thee csh`d wo wai hveb`g?

    27

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    FA B \ W I S 6 : E I B S @ H @ D O C J I F W H ^ I V

    Oywfokiv: Betbxv eibg wo cyvh`ivv

    Giko`vwsbwi vwsbwidhiv wo bwwsbfw% siwbh`% b`g bwwbh` cyvh`ivv fyvwokisvKbh`wbh`h`d b neiqhcei b`g o|i` bwwhwygi: Wb` Dsbkv

    29

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    HHH: Betbxv eibg wo cyvh`ivv:Hv waisi b`xwah`d ievi h fb` aie| xoy thwa?

    B fosi |bsw on Vis~hfi Siv|o`vhchehwx Eibgisvah| hv betbxv cih`d o|i` b`g eibgh`d wo cyvh`ivv. Ivvi`whbeex wahv hv b sifod`hwho` wabw gysh`d wai foysvi on b fbee waisi bsi vi~isbehk|oswb`w jy`fwysiv tahfa si|sivi`w o||oswy`hwhiv wo viee Vh`dwiev |sogyfwv b`g vis~hfiv.H` wiskv on wai vwsyfwysi on b `oskbe fbee waisi bsi h`ghfbwig h` wai ghbdsbk cieot. O`itbx wo mii| wahv h` kh`g hv wabw wai bwwhwygi on Hv waisi b`xwah`d ievi h fb` aie| xoythwa? vaoyeg sy` wasoyda wai foysvi on wai foysvi on wai fbee. Wai h hv `ow fb|hwbehvig wosikh`g yv wabw bewaoyda irybeex hk|oswb`w b`g y`hryi bv wai fyvwokis nos wai |ys|oviv on waihs wsb`vbfwho` thwa yv ti thee ci |ywwh`d waihs siryhsiki`wv nhsvw.

    Thwah` ibfa fbee waisi bsi kb`x o||oswy`hwhiv wo |so~hgi voeywho`v b`gBgg ~beyi nos Vh`dwiev fyvwokisv.

    2>

    Dsiiwh`d Nbsitiee b`gFeovh`d

    Vwsbwidhiv wo Bwwsbfw% Siwbh` b`g Bwwbh` Fyvwokisv

    ^ishnhfbwho` \soch`d \so~hgi Voeywho`

    29Vwsbwidhiv wo

    Bwwsbfw%Siwbh`% b`g

    Bwwbh`fyvwokisv

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    Vh`dwie \i`wbdo` on Vis~hfi Vwsbwidhiv

    B vh`dei fbee nsok b fyvwokis kbx `ow viik hk|oswb`w jyvw bv b vh`dei ixigso||is on tbwis kbx `ow viik hk|oswb`w h` b |bei. Aoti~is wai gso|v bgg y| b`g ibfa fbeesi|sivi`wv bw eibvw nhnwii` vi|bsbwi o||oswy`hwhiv wo eibg wo `it cyvh`ivv% bwwsbfw b `itfyvwokis% os siwbh` iqhvwh`d cyvh`ivv. Wo heeyvwsbwi wai vhd`hnhfb`fi on wahv wbmi h` wobffoy`w wai noeeoth`d bvwoy`gh`d iqbk|ei. Hn b cyvh`ivv aoweh`i sifih~ig b` b~isbdi on nhnwii` waoyvb`g fbeev b gbx aot kb`x fbeev toyeg waix sifih~i o~is b nh~i+xibs |ishog.

    Wabw kib`v wabw o~is b nh~i+xibs |ishog wai aoweh`i kbx foki h` wo fo`wbfw thwa waiiryh~bei`w on wai i`whsi |o|yebwho` on Vh`db|osi vi~i` whkiv o~is.

    24

    Dsiiwh`d ^ishnhfbwho`

    Nbsitiee

    Voeywho`/Vbei

    \soch`d

    6>9 Gbxv 9 Xibsv 29%

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    @ot hn ti wah`m on wahv h` wiskv on o||oswy`hwhiv wo wsb`vbfw cyvh`ivv thwa Vh`dwievfyvwokisv ti fb` vii wai vwbddish`d hk|ehfbwho`v.

    B`g tao toyeg i~is ab~i waoydaw wabw b vhk|ei fbee wabw b~isbdiv eivv wab` 3 kh`ywivfoyeg ci vo hk|oswb`w wo wai cyvh`ivv. Wai cyvh`ivv sibehwx hv wabw ibfa fbee hv b nb`wbvwhfo||oswy`hwx wo wiee wai kbsmiw|ebfi tabw b to`gisnye vis~hfi Vh`dwie hv bcei wo |so~hgiwaik. Vo tabw bsi wai o||oswy`hwhiv.

    Wb`dsbkv nos Vh`dwie Voeywho`v

    Gysh`d wai dsiiwh`d:

    Vwbwh`d xoys `bki i`bceiv wai fyvwokis wo foki cbfm wo XOY

    Vwbwh`d wai cyvh`ivv `bki i`bceiv wai fyvwokis wo foki cbfm wo YV

    Vbxh`d aot kbx H aie| xoy? kbmiv hw feibs wabw TI thee aie| wai fyvwokis

    Gysh`d wai ~ishnhfbwho`: Bvm xoysvien

    Hv wahv fyvwokis voei |so|shiwos/|bsw`isvah|/|sh~bwi ehkhwig/|ycehf/do~w?

    Tabw |sogyfwv b`g vis~hfiv goiv wai fyvwokis |sivi`wex ab~i?

    Tabw |sogyfwv b`g vis~hfiv !cbvig o` fo. |sonhei( go waix `iig? Db|v?

    Hw hv b doog abchw wo faifm wai fok|b`x wx|i b`g i~i` wai h`gyvwsx. Faifm tabw |sogyfwv

    b`g vis~hfiv waix |sivi`wex ab~i. Bsi waisi b`x owais |sogyfwv b`g vis~hfiv wabw xoyfoyeg |so|ovi nos wahv fyvwokis wo kiiw waihs `iigv. Bv xoys iq|ishi`fi dsotv xoy theehgi`whnx |bwwis`v on vis~hfiv b`g hw thee cifoki kosi oc~hoyv taisi wai db|v bsi.

    Wahv vwbdi hv kosi wab` b vwb`gbsg faifm hw hv taisi xoy kbmi b nyee bvvivvki`w on taoxoy bsi v|ibmh`d thwa. Xoy ab~i cii` |so~hgig thwa |otisnye cheeh`d b`g |sogyfwgbwbcbviv h` bgghwho` wo wai m`oteigdi cbvi% bee on tahfa yvig wodiwais% fb` i`bcei xoy wo

    21

    34%649%

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    |sobfwh~iex hgi`whnx wai `iigv on wai fyvwokis bw wai nhsvw |oh`w on fo`wbfw gysh`d wai~ishnhfbwho`.

    Gysh`d wai |soch`d vwbdi: Bvm wai fyvwokis% wbmi wai o||oswy`hwx

    Tabw vis~hfiv hv wai fyvwokis |sivi`wex yvh`d?Bsi waix btbsi on ]`it vis~hfi[ tahfa fb` ci yvig thwa wahv |sogyfw?

    Tabw hv wai `bwysi on waihs cyvh`ivv b`g aot fb` Vh`dwie bvvhvw waik nysways?

    Kb`x on Vh`dwiev vis~hfiv bsi h`ghv|i`vbcei wo cyvh`ivv fyvwokisv. Kb`x on Vh`dwiev cyvh`ivv fyvwokisv toyeg ci |bswhfyebsex h`wisivwig h` b fo`vwieebwho` on vis~hfiv.

    Iqbk|eiv:

    4

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    Waisi bsi kb`x owais vwsbwidhf koki`wv thwah` waivi vaosw fbeev% kb`x on tahfa hw theewbmi xoys h`vhdaw b`g fsibwh~hwx wo vii. Wah`m ehmi b vkbee cyvh`ivv% eoomh`d nos db|v b`go||oswy`hwhiv wo viee oys vis~hfiv. Xoy bsi xoys ot` o`i+vwo| fyvwokis vis~hfi i`wis|shvi.

    3

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    FA B \ W I S 7 : E I B S @ H @ D O C J I F W H ^ I V

    Oywfokiv: Wai fbee hv wai kb|Eh`mh`d fbee neot wo vis~hfi vwsbwidxRyivwho`h`d b`g ehvwi`h`d wifa`hryiv

    32

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    H^: Wai fbee hv wai Kb|: wai osdb`hzbwho` hvwai wisshwosx

    Tai` b Vh`dwie 2> cyvh`ivv fyvwokis os b`x owais fyvwokis fbeev oys osdb`hzbwho` waihs |isfi|who`v on yv bsi vab|ig cx wahv iq|ishi`fi. H` nbfw wai vis~hfi aoweh`iv bsi cx nbs waikovw nsiryi`w |oh`w on fo`wbfw thwah` oys osdb`hzbwho`. Ti cyheg b ki`wbe kb| on wai~bshoyv |io|ei b`g fok|b`hiv wabw ti ab~i iq|ishi`fi thwa. Wahv ki`wbe kogie os kb| hvfshwhfbeex hk|oswb`w tai` b fyvwokis fokiv wo vieifw wai fok|b`x wabw waix thva wo gibethwa. B nit on wai vyffivv nbfwosv h` wiskv on fsibwh`d b |ovhwh~i kb| on oys osdb`hzbwho`bsi bv noeeot:

    Bv oys fyvwokisv iq|ishi`fi thwa yv bffykyebwiv waix cidh` wo noskyebwi b` o|h`ho`sidbsgh`d wai ei~ie on vis~hfi ti |so~hgi% b`g wai gidsii on fokkhwki`w nsok oys vis~hfi

    si|sivi`wbwh~iv.

    33

    Innifwh~iEhvwi`h`d

    Ik|bwax

    \sok|wb`vtis wo

    fbee

    Feibs Nshi`gexDsiiwh`d

    Aie|nyeI`ryhsx

    b`gRyivwho`h`

    d

    Voeywho` |so~hgig

    Vkhei h`wai ^ohfi

    Nbvw b`gbffysbwi

    Fbeev cbfm tai`

    siryhsig

    Vbeiv Si|hv

    fo`~hfwigb`g

    fokkhwwig

    O`i Vwo|

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    O`fi wai fyvwokis abv b kb| on yv waix cidh` wo vabsi hw thwa owaisv h` waihs fokky`hwx.

    Wai fyvwokis gikb`gv wabw waihs ryivwho`v bsi b`vtisig |sok|wex b`g wabw vis~hfiv bsi |so~hvho`ig h` b` innhfhi`w b`g whkiex kb``is. Ti ab~i hk|eiki`wig kb`x on waiwifa`oeodhiv wo kiiw waivi `iigv% aoti~is wai fshwhfbe nbfwos `ot hv wai aykb` woyfa. Bvti heeyvwsbwig h` wai |si~hoyv fab|wis wahv hv ebsdiex b faohfi bw wai koki`w on wsywa. Cxghvfis`h`d wai ahdaivw hgibev h` O`i+vwo| fyvwokis vis~hfi Siv|o`vhchehwx b`g Eibgisvah|ti bsi h` nbfw kbmh`d coeg vwi|v wo kiiw b`g iqfiig wai `iigv on oys fyvwokisv.

    Wo ci Hk|iffbcei h` oys v|iifa

    Hw hv onwi` vbhg wabw ti vaoyeg nhsvw kbvwis oys waoydawv% wai` oys tosgv thee `bwysbeexnoeeot% bv thee oys bfwho`v. Nsok waivi bfwho`v wai i~i`wv wabw wai fyvwokis siryhsiv thee

    ci kbgi kb`hnivw. Wahv hv `otaisi kosi hk|oswb`w wab` h` aot ti nsbki wai fyvwokisvwaikvie~iv.

    36

    Gis ~hfi aoweh`i `yk

    cis hv tiee

    m `ot`

    Cow

    woo kb`x ki

    y o

    |who`v

    As ok

    |wb`vti

    s wo fbee

    Ieibs Ns hi`gex Ds iiwh`d

    JAie

    |n y

    eI`ryhs x

    Hoeywho`

    |s o~hgig

    Ds h

    i

    gex%o

    |i`

    n bs itiee

    Fbvwb`g bff

    ys bwi

    yvh`ivvS i

    |

    fbeev

    cbfm ta

    i

    i~is s iryhs ig

    Bbeiv S i

    |

    hv fo`~hfw

    ig b`g fokkhwwig

    V h d w i e

    B`xwah`d ievi H fb`aie| xoy thwa?

    2O`i Vwo

    |

    WaoydawvTosgv

    Bfwho`v I~i`wv

    Totvowahv Vh`dwiewaix bsi ehmiwabw.

    Sibeexehmiwabw" Dsibw.

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    Wo go wahv hw vaoyeg ci sifod`hvig wabw h` bv kyfa bv oys fyvwokisv ab~i b kb| on yv% tibevo ab~i b kb| on oys fyvwokisv. B`g wahv kb| os nsbki thee h`i~hwbcex giwiskh`i aotxoy siv|o`g wo waik. Aot go xoy vii oys fyvwokisv% bsi xoy nsbkh`d waik h` b tbx wabwbvvhvwv xoy wo |isnosk xoys soei wo wai ywkovw on xoys bchehwhiv. Gieh~ish`d wsyex iqfieei`wo`i+vwo| fyvwokis vis~hfi thee dh~i xoy b vi`vi on |shgi b`g oys fyvwokisv wai

    vbwhvnbfwho` on m`oth`d wabw waix bsi gibeh`d thwa wai civw wieifokky`hfbwho`v |so~hgis h` Vh`db|osi.

    Oys Kb|.Vh`dwiev Cyvh`ivv Fyvwokisv Bsi

    Vo ti fb` vii wabw bv kyfa bv oys fyvwokisv vii yv% ti bevo vii oys fyvwokisv. Wahvfokch`bwho` on ~hit|oh`wv b`g nsbkiv on sinisi`fi hv tabw ti csobgex sinis wo bv bsiebwho`vah| thwa oys fyvwokisv. Bw Vh`dwie ti bsi bw b fsovvsobgv taisi ti bsi wbmh`dvis~hfi |so~hvho`h`d wo wai `iqw ei~ie. \sobfwh~iex hgi`whnxh`d oys fyvwokisvsiryhsiki`wv ti bsi nyenheeh`d wahv thwa wai civw o`i+vwo| fyvwokis vis~hfi wabw ti fb`kbvwis. Whkiv bsi h`giig fab`dh`d% b`g hw hv wai ik|abvhv o` vwshmh`d wai shdawsiebwho`vah| thwa oys fyvwokisv wabw hv wai dbwitbx wo h`fsibvig |sonhw% ahdais dsotwa% b`giq|b`gig yvi on wieifokky`hfbwho`v vis~hfiv h` oys cyvh`ivv b`g owais fokky`hwhiv.

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    O|i` b`gneiqhcei

    AhdaIq|ifwbwho

    `

    Nbvw \bfig

    Vmheeig

    Givis~iwai CivwBetbxv

    Giwiskh`ig

    I`wis|shvh`d

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    Wai ci`inhwv neot o` wo yv% hn oys cyvh`ivv |io|ei bsi iryh||ig thwa wai civw |sogyfwv b`gvis~hfiv% wai` waihs cyvh`ivviv wash~i. I~isx kogis` cyvh`ivv siryhsivwieifokky`hfbwho`v |sogyfwv wo sikbh` nbvw b`g bdhei b`g wo siv|o`g wo waihs ot`fyvwokisv. Bv waivi cyvh`ivviv cifoki vyffivvnye% wai fb|bfhwx nos oys ifo`okx wovy||osw kosi cyvh`ivviv h`fsibviv b`g wai` bee on yv bsi th``isv.

    Bfwh~hwx: Wb` Dsbkv nos Vis~hfi Iqfieei`fi

    Wai wsbh`is thee |so~hgi xoy thwa wai Wb` Dsbkv nos iq|ifwbwho`v on b vis~hfisi|sivi`wbwh~i% b`g nos oys kb| on wai i`wis|shvh`d cyvh`ivv fyvwokis. Bv b dsoy| bssb`diwai Wb` Dsbkv h` b ghbko`g bv cieot. Wahv fb` ci h` b`x osgis khqh`d wai vis~hfisi|sivi`wbwh~i b`g cyvh`ivv fyvwokis Wb` Dsbkv wodiwais. @ot yvh`d |ovw+hw `owiv |ebfixoys ot` iq|ifwbwho`v on cowa cyvh`ivv fyvwokisv b`g vis~hfi si|sivi`wbwh~iv. \ebfiwaovi wabw bsi h` bffosg thwa wai `it iq|ifwbwho`v ti ab~i hgi`whnhig h`vhgi wai ghbko`g.

    Ghvfyvv thwa xoys dsoy| kikcisv% |ebfi waovi wabw bsi oywvhgi wahv nsbki on sinisi`fioywvhgi wai ghbko`g. Jyvw ehmi b sibe ghbko`g% `idbwh~i iq|ifwbwho`v wabw vaot y| h` hwvvwsyfwysi bsi si~ibeig bv nebtv. Y`ehmi ghbko`gv bv aykb` cih`dv ti fb` kbmi faohfivbcoyw aot ti faoovi wo vii wah`dv siko~h`d wai nebtv. Ghbko`gv bsi nosi~is" Nebtv Hk`ow vo vysi.

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    \ovw+hw @owi

    Tabw bsi xoys kb|v on fyvwokisv b`gvis~hfisi|sivi`wbwh~iv?

    \ovw+hw @owi

    Tahfa on xoys fyssi`w kb|v go`ow nhw thwa oys

    |sivi`w vis~hfivwsbwidx?

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    Ryivwho`h`d Ehvwi`h`d: Aosvi Fbsshbdi

    I~isxgbx Vh`dwiev nso`w eh`i vwbnn kyvw ehvwi` fbsinyeex h`noskbwho` nsok b ~bshiwx on voysfiv nos iqbk|ei% fyvwokisv% wibk eibgisv% b`g kb`bdisv. Ibfa gbx waix i`foy`wis `it nbfwv b`g o|h`ho`v. Bv ehvwi`isv vwbnn `iig wo m`ot aot wo nhewis h`noskbwho`% woghnnisi`whbwi ciwtii` tabw hv hk|oswb`w% ivvi`whbe% eodhfbe wo voe~i wai fyvwokisv siryivw.Waisinosi ti `iig wo kbmi faohfiv bcoyw aot ti sibfw wo tabw ti aibs. Aot go waix gowahv?

    Nhsvw ti kyvw y`gisvwb`g tabw ti aibs nsok waihs cbvhf nsbki on kh`g b`g wai` cx bvmh`dwai shdaw os ivvi`whbe ryivwho`v. Wai bsw on ryivwho`h`d hv b vmhee. Hw hv b cbvhf% ny`fwho`beb`g vys~h~be vmhee |bswhfyebsex yvinye h` cyvh`ivv.

    M`ofm b`g wai goos thee o|i`. Viim b`g xoy thee nh`g.

    Waisi bsi vi~isbe b||sobfaiv wo ryivwho`h`d gi|i`gh`d o` tabw hw hv wabw xoy bsibwwik|wh`d wo iehfhw nsok wai fyvwokis os wo bfahi~i. Waivi bsi bv noeeotv:

    Nh`gh`d oyw wah`dv + NbfwvY`gisvwb`gh`d Vwynn Voe~h`d \soceikvNh`gh`d oyw wai sibvo` os fbyviCsh`dh`d hgibv wodiwais Kbmh`d jygdiki`wv

    Wai wx|i on ryivwho`v ti bvm oys fyvwokisv aot wai ryivwho`v bsi thee bcvoeywiexgiwiskh`i aot b ryivwho` hv b`vtisig. Bw wai vbki whki wai wx|i on ryivwho`v bvmig theeab~i b dsibw gibe on hk|bfw o` wai tbx fyvwokisv wah`m cinosi b`vtish`d. Hn b vis~hfisi|sivi`wbwh~i bvmig $feovig +i`gig$ ryivwho`v% ai os vai kbx diw b $xiv$/$`o$ b`vtis b`go`i taisi wai eibs`is abv `o `iig wo wah`m on fok|eiq kib`v on siv|o`viv.

    Nos iqbk|ei b vis~hfi si|sivi`wbwh~i kbx bvm $Go xoy ab~i ~ohfi+kbhe?$ Wai b`vtis

    toyeg ci $xiv$/$`o$ os wai vis~hfi si|sivi`wbwh~i foyeg bvm $Taisi hv wai wiei|ao`i jbfm?$wo tahfa wai si|ex foyeg ci #`iqw wo wai FIOv onnhfi h` Wotis C taisi waisi hv `o `iigwo ci h`~oe~ig h` fok|eiq wah`mh`d |sofivviv. Bv vyfa Vis~hfi Si|sivi`wbwh~iv wo yvi$o|i`+i`gig$ ryivwho`v+ ryivwho`v tahfa toyeg i`foysbdi fyvwokisv wo dh~i nyeeh`noskbwho` bcoyw waihs `iigv b`g iq|ifwbwho`v. Waisi hv waisinosi b `iig wo eoom bw waighnnisi`w ei~iev os wx|iv on ryivwho`v bvmig.

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    Cyhegh`d Ceofmv on Innifwh~i Ryivwho`h`d

    Ei~ie Fbwidosx/ M`oteigdi/fok|iwi`fi Ryivwho`Nh`gh`d Oyw Nbfwv Bcoyw Vh`dwieCyvh`ivv Fyvwokisv @iigv

    MIX TOSGV : tao% tabw% tai`%taisi% tahfa% faoovi% nh`g% aot% ginh`i%ebcie% vaot% v|iee% ehvw% kbwfa% `bki%

    Tao hv..tisi% tabw hv% tai ghg%taisi hv% tahfa% faoovi% nh`g% aotghg.ab||i`.toyeg. iq|ebh`%tax ghg% Fb` xoy sifbee%Tahfa o`i iwf.?

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    Voeywho`vY`gisvwb`gVwynn

    Nh`gh`d Oyw

    Nh`gh`dSibvo`v Csh`dh`dwodiwais

    Kbmh`dJygdki`wv

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    siebwi% wiee% sifbee% vieifw.

    Y`gisvwb`gh`d Wai @iigv on Vh`dwieCyvh`ivv Fyvwokisv

    MIX TOSGV : Fok|bsi b`ggiko`vwsbwi% h`wis|siw% iq|ebh`% vaot%wsb`vebwi% wiee

    Aot toyeg xoy givfshci tabw hv o`wai vfsii`?Aot toyeg xoy fok|bsi wo xoys

    sifi|who`...? fo`wsbvw thwa xoys owais |ao`i...?Wiee ki tabw hv ab||i`h`d h` xoys ot` tosgv....?Tabw nbfwv hv hw wabw kbmiv xoywah`m wabw ....?Tabw hv wai kbh` sibvo` xoysiryhsi......?Fb` xoy iq|ebh` tabw hvab||i`h`d...?Tabw fb` xoy vbx bcoyw....?

    Tahfa hv wai civw vis~hfi nos xoy...?

    Voeywho`v nos Vh`dwie Cyvh`ivvFyvwokisv \soceikv

    MIX TOSGV : b||ex% bfwh~bwi% vieifw%givhd`% i`ryhsi% yvi% |eb`% vieifw% voe~i%ywhehzi% kogie% hgi`whnx.

    Aot toyeg xoy yvi wahv vis~hfi...?Tabw hv b` iqbk|ei on tabw xoyh`wi`g wo yvi wahv vis~hfi nos...?Bsi xoy bcei wo voe~i...yvh`d tabwxoy ab~i eibs`ig...?Toyeg xoy ehmi ki wo giko`vwsbwiaot wo yvi wai ~ohfikbhe vis~hfi...?Tabw b||sobfa ab~i xoy yvi wovoe~i wahv |soceik...?Tabw owais tbx toyeg xoy |eb`wo...?Bsi xoy bcei wo bfwh~bwi wai vis~hfi

    cbvig o` tabw H woeg xoy...?Tabw hv hw wabw kbmiv xoy wah`m wabw..?Tabw kogie ab`g|ao`i bsi xoy

    |sivi`wex yvh`d?Bsi xoy yvh`d wai oshdh`be |bvvtosgos b `it |bvvtosg?

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    Nh`gh`d Sibvo`v nos Vh`dwie Cyvh`ivvFyvwokisv \soceikv

    MIX TOSGV : faoovi% wx|i% vieifw%fok|bsi% ghvfo~is% gh~hgi% h`v|ifw%vhk|ehnx% wbmi |bsw h`% wivw nos%ghvwh`dyhva% ehvw% siebwho`vah|v% ny`fwho`%fo`feyvho`.

    Tabw bsi wai |bswv nibwysiv b`g ci`inhwv on wahv vis~hfi...?Aot hv...siebwig wo...?Tax go xoy wah`m...?Tabw hv wai vis~hfi |eb`...?Tabw sibvo` hv waisi...?Fb` xoy ehvw wai |bswv...?Tabw fo`feyvho`v fb` xoy gsbt..?Tabw wx|i on h`wis`iw eh`i....?Tabw hv wai ny`fwho` on...?

    \ywwh`d Wah`dv Wodiwais H` b Y`hryiTbx nos Vh`dwiev Cyvh`ivv Fyvwokisv

    MIX TOSGV : faoovi% fokch`i% fsibwi%givhd`% gi~ieo|% ivwhkbwi% oshdh`bwi% |eb`%

    |sighfw% |so|ovi% voe~i% voeywho`%vy||ovi% ghvfyvv% fab`di% hk|so~i% bgb|w%kh`hkhzi% kbqhkhzi% iebcosbwi% hk|so~i%ab||i`% fab`di.

    Tabw fab`div toyeg xoy ehmi wokbmi wo voe~i?Aot toyeg xoy hk|so~i xoys?Fb` xoy |so|ovi b` bewis`bwh~i

    Tabw toyeg ab||i` hn?Fb` xoy iebcosbwi o` wai sibvo`?Aot toyeg xoy bgb|w wo kbmiyvi on b ghnnisi`w vis~hfi?Aot toyeg xoy fab`di!koghnx( wai

    cheeh`d |eb`?Tabw foyeg ci go`i wo kh`hkhzi!kbqhkhzi( wahv |soceik?Tabw tbx toyeg xoy givhd`?Tabw foyeg ci fokch`ig thwa wahvvis~hfi wo hk|so~i !fab`di(?

    Vy||ovi xoy foyegtabw toyegxoy go..?Aot toyeg xoy wivw?Tabw ab~i xoy `owhfig?Fb` xoy wah`m on b` oshdh`be tbxnos wai?

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    Kbmh`d Ghvfis`h`d Jygdki`wv nosVh`dwiev Cyvh`ivv Fyvwokisv

    MIX TOSGV : faoovi% gifhgi% gini`g%giwiskh`i% i~beybwi% jygdi% jyvwhnx%kibvysi% fok|bsi% kbsm% sbwi%sifokki`g% vieifw% iq|ebh`% b||sbhvi%

    |shoshwhzi% hk|oswb`fi% fshwishb% |so~i%ghv|so~i% bvvivv% ~beyi% ivwhkbwi.

    Go xoy bdsii thwa wai bfwho`v...?thwa wai oywfokiv..?Tabw hv xoys o|h`ho` on..?Aot toyeg xoy |so~i...?

    ghv|so~i...?Fb` xoy bvvivv wai ~beyi os hk|oswb`fi on wahv vis~hfi wo waifyvwokis...?Toyeg hw ci ciwwis nos wai fyvwokis hn...?Tax ghg wai fyvwokis faoovi...?Tabw toyeg xoy sifokki`g nos waifyvwokis...?Aot toyeg xoy sbwi wai vis~hfi nos wai fyvwokis....?Tabw toyeg xoy fhwi wo gini`g waibfwho`v on wai fyvwokis...?Aot toyeg xoy i~beybwi waifyvwokisv |soceik?Aot foyeg xoy giwiskh`i tabw waifyvwokis `iigv...?Tabw faohfi toyeg xoy ab~i kbgiwo hk|so~i wai vhwybwho`....?Tabw vis~hfi toyeg xoy vieifw...?Aot toyeg xoy |shoshwhzi waisiryhsiki`wv on wai fyvwokis....?Tabw jygdki`w toyeg xoy kbmibcoyw wai fyvwokisv cheeh`d |eb`...?Cbvig o` tabw xoy m`ot% aottoyeg xoy iq|ebh` wai ~beyi on wahvvis~hfi wo wai fyvwokis...?Tabw h`noskbwho` toyeg xoy yvi wovy||osw wai fyvwokisv ~hit...?Aot toyeg xoy jyvwhnxsifokki`gh`d wai y`ehkhwig

    csobgcb`g |eb`...?Tabw gbwb tbv yvig wo kbmi waisifokki`gbwho`...?Tax tbv hw ciwwis wabw wai fyvwokis vycvfshcig nos b `it eh`i...?

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    Ehvwi`h`d

    B sibeex doog ehvwi`is hv b sbsi b`g |shfieivv fokkoghwx nos Vh`dwiev noswy`bwi cyvh`ivvfyvwokisv" Wabwv cifbyvi innifwh~i ehvwi`h`d vmheev go `ow foki `bwysbeex. Nit on yv ab~ii~is cii` wbydaw wai ~beyi os wai |sofivv on bfwh~i ehvwi`h`d% b`g waovi tao ab~i bsi wai

    o`iv diwwh`d wai sivyewv waix tb`w. Waix kbmi hw wo wai wo| on waihs |sonivvho`v% i`jox shfab`g nyenheeh`d |isvo`be siebwho`vah|v% b`g vynnis eivv nsok vwsivv b`g tossx.

    Wai doog `itv hv wabw b`xo`i fb` cifoki b doog ehvwi`is. Bee hw wbmiv hv wai givhsi woeibs` wai wifa`hryiv wabw tosm. Ehvwi`h`d hv o`i wah`d wabw kovw |io|ei thva waix foyeghk|so~i. Xiw kb`x |io|ei o~iseoom wai vhk|ei b`g oc~hoyv tbxv waix fb` h`vwb`wexhk|so~i waihs ehvwi`h`d vmheev. Aisi bsi nh~i dyhgieh`iv wabw vaoyeg aie| xoy hk|so~i xoys ehvwi`h`d vmheev.

    Yvi xoys Kh`gCih`d b doog ehvwi`is siryhsiv b fo`vfhoyv innosw. Xoy kyvw ehvwi` thwa xoys kh`g

    fok|eiwiex i`dbdig. Wsx ehvwi`h`d nos bffysbfx b`g h`bffysbfxhw aie|v mii| xoys kh`gbeisw. Ehvwi` bv hn xoy bsi aibsh`d wai h`noskbwho` nos wai nhsvw whki.

    Ehvwi` nos wai Taoei KivvbdiKb`x |io|ei wy`i h` o`ex wo wai tosgv on b v|ibmis% `ow wai cogx eb`dybdi os wo`i on ~ohfi% vo waix go `ow ehvwi` wo wai taoei kivvbdi. H` y`gisvwb`gh`d b kivvbdi% cowa wai~iscbe b`g `o`~iscbe |bsw on wai kivvbdi hv hk|oswb`w. Wai |ys|ovi on doog ehvwi`h`d hv wodiw wai civw y`gisvwb`gh`d. Xoy fb``ow go wabw hn xoy o`ex ehvwi` wo |bsw on wai kivvbdi.

    Fo`wsoe Xoys I`~hso`ki`wGhvwsbfwho`v fb` givwsox ehvwi`h`d bchehwx. Ti bsi vyssoy`gig cx `ohvi h` wai onnhfi b`g bw

    aoki. Ti fb` ci ghvwsbfwig cx |axvhfbe cbsshisv% vyfa bv wai |ebfiki`w on b givm os bvibwh`d bssb`diki`w h` b dsoy| kiiwh`d% os h`wis`be ghvwsbfwho`v. Xoy fb` ci b kyfa kosiinnifwh~i ehvwi`is hn xoy fb` fo`wsoe cowa xoys iqwis`be b`g h`wis`be i`~hso`ki`wv. Hn xoyfb`w fo`wsoe wai i`~hso`ki`w% sivfaigyei os ko~i wo b`owais i`~hso`ki`w.

    Wbmi wai H`hwhbwh~iH` osgis wo kbmi ciwwis ehvwi`h`d b tbx on ehni% xoy ab~i wo eibs` `it vmheev b`g shgxoysvien on cbg ehvwi`h`d abchwv. Wahv wbmiv whki b`g |sbfwhfi. Xoy fb` cifoki b ciwwis ehvwi`is jyvw cx eibs`h`d b`g |sbfwhfh`d o`i `it ehvwi`h`d vmhee i~isx tiim.

    Yvi Bfwh~i b`g Sineifwh~i Ehvwi`h`d

    Cowa bfwh~i b`g sineifwh~i ehvwi`h`d yvi wai vbki |sh`fh|eiv% cyw waihs |ys|oviv bsighnnisi`w. H` bfwh~i ehvwi`h`d% wai ehvwi`is siv|o`gv wo wai v|ibmis cbvig o` wai ehvwi`isvy`gisvwb`gh`d on wai kivvbdi wabw tbv fokky`hfbwig. Wahv |isvo` hv |bsw on b` o`doh`dfo`~isvbwho`% b dh~i b`g wbmi on hgibv. Bfwh~i ehvwi`h`d hv yvig h` dsoy| |soceik+voe~h`dvhwybwho`v.

    H` sineifwh~i ehvwi`h`d% wai ehvwi`is hv |shkbshex b voy`gh`d cobsg nos wai v|ibmis. Waiehvwi`is aie|v wai v|ibmis foki wo dsh|v thwa wai |soceik cih`d fokky`hfbwig.

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    Sineifwh~i ehvwi`h`d hv yvig |shkbshex h` o`i+o`+o`i fo`~isvbwho`v tai` wai v|ibmis `iigv b ehvwi`is% `ow bg~hfi.

    Waivi nh~i dyhgieh`iv nos hk|so~h`d xoys ehvwi`h`d fb` dh~i xoy ryhfm b`g hkkighbwisivyewv. Waisi bsi gozi`v on doog coomv bcoyw cifokh`d b ciwwis ehvwi`is. Cx |ywwh`d

    waivi dyhgieh`iv wo yvi b`g eibs`h`d kosi bcoyw aot wo cifoki b` innifwh~i ehvwi`is% xoythee ci bcei wo ehvwi` y| b`g aibs tabwv sibeex cih`d vbhg.

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    Bfwh~hwx: Ryivwho`h`d Ehvwi`h`d Vmheev H

    H thee wbmi wai noeeoth`d bfwho` wo hk|so~i kx ryivwho`h`d ehvwi`h`d vmheev:

    Wai innifw wabw wahv bfwho` thee ab~i hv:

    H thee m`ot H ab~i cii` vyffivvnye cifbyvi:

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    Bfwh~hwx: Ryivwho`h`d Ehvwi`h`d Vmheev HH

    \eibvi yvi wahv ryivwho``bhsi wo bvvivv aot tiee xoys ryivwho`h`d ehvwi`h`d vmheev ab~igi~ieo|ig.

    @ot dh~i wai bco~i nosk !Bfwh~hwx H( wo vokio`i wabw xoy ab~i abg b` h`wisbfwho` thwab`g bvm waik wo b`vtis wai noeeoth`d ryivwho`v b`g siwys` hw wo xoy:

    \eibvi fo`vhgis wai fo`~isvbwho` wabw xoy ab~i jyvw abg thwa .

    Aot tiee ghg xoy wah`m waix iqahchwig ibfa on wai |oh`wv bco~i?

    \eibvi dh~i iqbk|eiv.

    Tabw owais niigcbfm go xoy ab~i?

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    FA B \ W I S 9 : E I B S @ H @ D O C J I F W H ^ I V

    Oywfokiv: Bfahi~h`d Vis~hfi Rybehwx Iqfieei`fi

    Kbmi b fokkhwki`w wo wai o`i+vwo| vis~hfi |aheovo|axH`fsibvi btbsi`ivv on tabw hw hv doh`d wo wbmi wo diw yv waisi

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    Bfahi~h`d Vis~hfi Rybehwx Iqfieei`fi:Ei~ie Civw \eyv \eyv

    O`i+vwo| fyvwokis vis~hfi hv kosi hk|oswb`w `ot wab` hw i~is tbv. Bv cyvh`ivviv nbfi y|wo b nbvw fab`dh`d `bwho`be b`g h`wis`bwho`be i`~hso`ki`w waihs siryhsiki`wv nos h`wieehdi`w voeywho`v tahfa kiiw waihs `iigv nos nbvw% innhfhi`w wieifokky`hfbwho`vvis~hfiv bsi cifokh`d b` h`ghv|i`vbcei fok|o`i`w on waihs o~isbee vyffivv. Onwi` h` oys bwwik|wv wo kiiw waivi fabeei`div ti bggsivv m`oteigdi% |sofivv% b`g iryh| oys vwbnn thwa bee wai wooev wabw waix siryhsi aoti~is wai bee+hk|oswb`w |io|ei nbfwos hv vokiaot`ow bggsivvig nyeex. Ti `iig wo h`vwhee thwah` oysvie~iv b`g thwah` oys vwbnn b gii| b`gbchgh`d fokkhwki`w wo ci wai civw vis~hfi |so~hgis h` wai Bvhb+\bfhnhf. Wahv hv h`giig bdobe wabw thee wbmi whki b`g kyfa sivoeywi fokkhwki`w wo bfahi~i. Aoti~is% ti ab~i

    |otisnye beehiv cx ~hswyi on fbsinye |eb``h`d% fhsfykvwb`fi b`g vaiis doog noswy`i. Ti

    bsi h`giig noswy`bwi wo ab~i b vwbnn wabw hv wbei`wig% kyewh+eh`dybe% b`g thwa b` h`+gi|wam`oteigdi on oys |sogyfw. Vo eiw yv cidh` vwsiwfah`d oysvie~iv b`g vaoth`d wsyex tabw bwibk fb` bfahi~i wabw hv y`hwig% nofyvig% b`g ko~h`d o` wo ahdais ei~iev on vis~hfirybehwx.

    Cyhegh`d Vis~hfi Rybehwx.Ei~ie Civw \eyv \eyv

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    Wbmi fo`wsoe. Hn ti tbhw nos vokio`i ievi+oys kb`bdisv os wai wibk eibgisv wo kbmixoys tosm kosi vbwhvnxh`d os wo ko~i xoy y| wai ebggis% xoyee kovw ehmiex ci tbhwh`d beo`d whki. Sibehzi wabw xoy% b`g xoy beo`i% bsi h` fabsdi on xoys ehni b`g xoys tosm. Hn xoy bsi ghvvbwhvnhig thwa ihwais% hwv y| wo xoy wo ik|otis xoysvien b`g wbmi wai `ifivvbsxvwi|v wo hk|so~i wai vhwybwho`.

    Viw b dobe. Hgi`whnx tabw xoy toyeg ehmi wo ci goh`d b`g tabw vwsi`dwav xoy toyeg ehmi wogi~ieo| y|o` wo wbmi xoy wo wai `iqw ei~ie on vis~hfi iqfieei`fi. Tshwi b |isvo`be khvvho`vwbwiki`w b`g viw b sibehvwhf gibgeh`i.

    Gi~ieo| b` bfwho` |eb`. Tabw vmheev go xoy `iig wo sibfa xoys dobe? Wbem wo |io|ei taobsi besibgx |so~hgh`d wai wx|i on vis~hfi xoy toyeg ehmi wo sifih~i. Wai` gi~ieo| b`bfwho` |eb` wabw thee ko~i xoy wotbsg xoys dobe.

    Go`w hd`osi xoys |io|ei vmheev. Kb`x |io|ei nofyv o` wifa`hfbe vmheev% tahei waihs h`wis|isvo`be vmheev `iig tosm% `o kbwwis aot doog waix bsi bw wai wifa`hfbe bv|ifwv on waihs jocv% waihs |isvo`be vmheev aoeg waik cbfm.

    Nofyv o` vis~hfi. Taiwais xoy sibehzi hw os `ow% o`i+vwo| fyvwokis vis~hfi hv b fshwhfbeieiki`w h` b`x |ovhwho`. Iqfi|who`be vis~hfi hv b doog bwwhwygi% foyswivx% h`widshwx%siehbchehwx% aie|nye`ivv% innhfhi`fx% b~bhebchehwx% b`g m`oteigdi. Iqfi|who`be vis~hfi hv

    |ywwh`d wai fyvwokis nhsvw% cih`d siv|o`vh~i wo b fyvwokisv `iigv% b`g cih`d sivoysfinyeh` kiiwh`d waovi `iigv. Hn xoy do oyw on xoys tbx wo |so~hgi iqfi|who`be vis~hfi% xoy thee

    ci `owhfig.

    Gi~ieo| b aibewax vien+hkbdi. Y`gisvwb`g tao xoy bsi b`g tabw xoy bsi fb|bcei on bffok|ehvah`d. \sbhvi xoysvien. \bw xoysvien o` wai cbfm. \yk| xoysvien y|. Nofyv o`xoys vwsi`dwav b`g bggsivv xoys tibm`ivviv. Go wai vbki nos owaisv o` xoys wibk. Go`wfok|bsi xoysvien wo owaisv. Wai o`ex kib`h`dnye fok|bshvo` hv ciwtii` tabw xoy bsiwogbx b`g tabw xoy fb` cifoki wokossot.

    Wah`m |ovhwh~i bw bee whkiv.Niig xoys kh`g thwa |ovhwh~i hgibv b`g b~ohg `idbwh~iwah`mh`d. Go`w sieh~i |bvw nbheysiv. Khvwbmiv bsi `ow cebfm kbsmv o` xoys sifosg os h`ghfbwho`v on tibm`ivviv= waix bsi hk|oswb`w |bswv on wai eibs`h`d |sofivv. B~ohgbvvofhbwh`d thwa `idbwh~i fotosmisv. Kyfa ehmi wai fokko` foeg% `idbwh~i bwwhwygiv fb`

    ci fo`wbdhoyv. Bwwhwygi giwiskh`iv bfwho`% b`g bfwho` giwiskh`iv aot kb`bdiki`w viivxoy b`g wai joc xoy bsi goh`d.

    Ab~i ny`. Bee tosm b`g `o |ebx fb` go kosi wab` kbmi xoy gyee= hw fb` zb| xoy on waii`isdx xoy `iig wo |isnosk tiee. Gi~ieo| eihvysi bfwh~hwhiv wabw thee |so~hgi xoy thwaiqisfhvi b`g wabw bsi go`i jyvw nos wai ny` on hw. Bffosgh`d wo |vxfaoeodhvwv% wo ci ahdaexkowh~bwig% |io|ei `iig b aibewax cbeb`fi on tosm b`g |ebx.

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    Tabw hv hw doh`d wo wbmi wo diw yv waisi?

    Ehvwi`. Eiw wai fyvwokis wiee xoy tabw hv tso`d. I~i` hn waix voy`g ehmi waihs ixiv bsidoh`d wo ceot shdaw oyw on waihs vofmiwv b`g waix bsi v|ibmh`d eoygex b`g h` b gikb`gh`dkb``is% eiw waik iq|ebh` wai |soceik. Ehvwi`% cyw go`w h`wissy|w waik.

    \yw xoysvien h` wai fyvwokisv |ebfi. Wsx wo y`gisvwb`g tax waix bsi y|viw. Vaoth`wisivw b`g fo`fis` h` tabw ai hv wieeh`d xoy. Kbmi siv|o`viv wo vaot wabw xoy bsiehvwi`h`d. Bfm`oteigdi tabw wai fyvwokis hv vbxh`d b`g si|ibw hw cbfm wo waik wo vaotwabw xoy y`gisvwb`g wai |soceik.

    Go`w wbmi hw |isvo`beex. Sibehzi wabw wai `iig wai fyvwokis abv hv thwa wai vhwybwho`% `owthwa xoy. Wahv thee aie| xoy sikbh` fbek% i~i` waoyda xoy khdaw tb`w wo go vokixieeh`d on xoys ot`. Mii| h` kh`g wabw% cifbyvi wai fyvwokis abv faovi` wo foki wo xoythwa ahv fok|ebh`w% xoy ab~i cifoki ahv bg~ofbwi b`g b si|sivi`wbwh~i nos Vh`dwievvis~hfi rybehwx.

    Bvm ryivwho`v. Wai mix wo vyffivvnyeex sivoe~h`d b |soceik hv wo y`gisvwb`g iqbfwex tabwwabw |soceik hv. Bvmh`d ryivwho`v aie|v wo febshnx wai |soceik+b`g wai voeywho`. Hw bevo

    |yeev wai fyvwokis oyw on b` hsbwi vwbwi b`g dh~iv ahk whki wo fooe got`. Xoy khdaw i~i`bvm wai fyvwokis aot waix toyeg ehmi wo ab~i wai vhwybwho` sivoe~ig.

    B|oeodhzi. Kbmi wai fyvwokis btbsi xoy bsi vh`fisiex vossx bcoyw wai |soceik.Ik|bwax doiv b eo`d tbx wotbsg ghnnyvh`d b fo`nso`wbwho`. Go`w cebki wai fyvwokis os owais wibk kikcisv nos wai |soceik. Bffi|w siv|o`vhchehwx nos hw o` ciaben on waifok|b`x.

    Onnis vyddivwho`v. Dh~i wai fyvwokis o`i os kosi bewis`bwh~iv wo bggsivv ahv vhwybwho`.Xoy khdaw onnis wo dh~i waik b` bewis`bwh~i% b`g tosm thwa wai fyvwokis bv b cyvh`ivv

    |bsw`is wo dh~i waik tabw waix `iig.

    Ci ao`ivw. Hn xoy go`w m`ot aot wo ab`gei wai |soceik% os go`w ab~i wai bywaoshwx wogo vo% wiee wai fyvwokis. Wai` hkkighbwiex viim bvvhvwb`fi wo diw wai h`noskbwho` os bywaoshwx o` ciaben on wai fyvwokis.

    Eibs`. Bvm xoysvien tabw xoy fb` eibs` nsok wahv fyvwokisv siryivw wabw thee aie| xoywo ab`gei vhkhebs vhwybwho`v h` wai nywysi. I~i` hn xoy fb`w sivoe~i bee siryivwv% xoy thee

    eibs` wo gibe thwa cyvh`ivv fyvwokisv innhfhi`wex b`g innifwh~iex.

    Gibeh`d thwa fyvwokis siryivwv hv `ow ibvx% cyw hn xoy noeeot waivi vyddivwho`v% xoy theebffok|ehva wto wah`dv: Xoy thee eibs` aot wo ghnnyvi b ghnnhfyew vhwybwho`% b`g xoys jocthee cifoki kyfa kosi i`joxbcei.

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    Khvvho` Vwbwiki`w

    \isvo`be Bfwho` \eb`Gsh~i` cx siv|o`vhchehwx nos kiiwh`d b`g iqfiigh`d wai `iigv on Vh`dwiev cyvh`ivv

    fyvwokisv H .. ]@bki[ fokkhw wo kiiwh`d Vh`dwiev dobe on cih`d

    wai civw Wieifokky`hfbwho`v |so~hgis h` wai Bvhb+\bfhnhf sidho`.

    Faoovi wasii bsibv wo nofyv y|o` wo hk|so~i xoys Vis~hfi Eibgisvah| Siv|o`vhchehwx

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