[2022年秋期]3938國(guó)開電大?？啤豆芾碛⒄Z(yǔ)2》歷年期末考試(第三題閱讀理解選擇題)題庫(kù)[排序版]

1、2021年秋期3938國(guó)開電大專科管理英語(yǔ)2歷年期末考試（第三題閱讀理解 選擇題）題庫(kù)排序版說明：更新至2021年7月試題。試題Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you , you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual

2、. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below area few guidelines to help you develop your own personal strategy for dealing with angry customers： 2018年1月試題、2021年1月試題Never argue back. You must stay calm and aim to satisfy the c

3、ustomer even in the most difficult situations. It is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you

4、 will be able to understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care： Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition o

5、f your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go along way in winning over hostile customers.The above guidelines are ver

6、y useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.At whom do angry customers tend to aim their dissatisfaction and complaints?Staff members.Company managers.Those

7、 who accompany them.答案AWhen a customer shouts rudely at you, you shouldargue back and protect yourselfkeep quiet and leave the customer alonekeep calm and listen carefully to the customer答案cThe underlined sentence “Use your ears more than your mouth meansYour mouth is not more important for you than

8、 your earsYou should listen more than you speakYou should talk more than you listen答案BWhen dealing with an angry customer, which is NOT the right attitude?Be concerned.Be patient.Be am used.答案cWhich of the following statements is true according to the passage? When the customers complain, you neednt

9、 listen care fully.You neednt say sorry to those angry customers.You should relax yourself and try to understand the angry customers.答案c試題Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you , you should remember that they are actually expressing

10、their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below area few guidelines to help you develop your own personal strategy for dealing with angry customers： 2020 年

11、 7 月試題Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth. Ma

12、ke sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care： Use every opportunity to express your apology and understanding. You have to show that you will do everything wi

13、thin your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go along

14、 way in winning over hostile customers.The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.At whom do angry customers tend to aim their

15、dissatisfaction and complaints?Staff members.Company managers.Those who accompany them.答案AWhen a customer shouts rudely at you, you should.argue back and protect yourselfkeep quiet and leave the customer alonekeep calm and listen carefully to the customer答案cThe underlined sentence “Use your ears mor

16、e than your mouth means.Your mouth is not more important for you than your earsYou should listen more than you speakYou should talk more than you listen答案BWhen dealing with an angry customer, which is NOT the right attitude?Be concerned.Be patient.Beam used答案cWhich of the following statements is tru

17、e according to the passage?When the customers complain, you neednt listen carefully.You neednt say sorry to those angry customers.You should relax yourself and try to understand the angry customers. 答案c試題PPHC and Goose neck are two organizations that do similar community work. Each has hired a new s

18、taff member to make contact with and provide services to new parents. 2019 年 1月試題Elaine has accepted a job with PP HC. She has a degree in psychology but has never done this type of work before. On her first day, after showing her to her desk and introducing her to colleagues, the director gives her

19、 a town map and a list of the names of the families she will be responsible for, and wishes her luck. After lunch, Elaine sets out to contact the families, worried about what she 11 door say when she meets them.and gets some direct he feel she has a pretty knows that his trainingMark has a degree si

20、milar to Elaines, and has just been hired by Goose neck. On his first day, he learns that his job will consist of training for the next week. Mark spends two days going on family visits with experienced staff members, and discusses with them what they did and why. He role-plays some situations with

21、other staff members, instruction from them. By the following week, when he s on his own, good idea of what he needs to do, and how to go about it. And he will continue.thick of things with no training or being trained to prepare for the work youre going to do?What are PPThey are twoThey are twoThey

22、are two答案cWhich degree does Elaine have?Psychology degree.Physiology degree.Sociology degree.答案AWhich of the following statementsWhich situation would you rather be in, being thrown into thedifferent community work, similar community work.HC and Goose neck? companies that do similar business, organi

23、zations that do organizations that dois TRUE according to the passage?Elaine has done this type of community work so her organization doesn5 t provide staff training.has a clear idea of his job after the training, knows his training comes to an end.MarkMark 答案Bis Mark trained to be prepared for his

24、work?HowMark spends two days on family visits with experienced staff members and discuss with them.Mark role-plays some situations with other staff members and gets some direct instruction from them.Both A and B.答案AWhat is the main idea of the passage?The importance of training.Different training wa

25、ys.Elaine sand Mark s work experience.答案c試題PPHC and Goose neck are two organizations that do similar community work. Each has hired a new staff member to make contact with and provide services to new parents. 2020 年 9月試題Elaine has accepted a job with PP HC. She has a degree in psychology but has nev

26、er done this type of work before. On her first day, after showing her to her desk and intro due ing her to colleagues, the director gives her a town map and a list of the names of the families she will be responsible for, and wishes her luck. After lunch, Elaine sets out to contact the families, wor

27、ried about what she11 door say when she meets them.Mark has a degree similar to Elaines, and has just been hired by Gooseneck. On his first day, he learns that his job will consist of training for the next week. Mark spends two days going on family visits with experienced staff members, and discusse

28、s with them what they did and why. He role-plays some situations with other staff members, and gets some direct instruction from them. By the following week, when hes on his own, he feel she has a pretty good idea of what he needs to do, and how to go about it. And he knows that his training will co

29、ntinue.Which situation would you rather be in, being thrown into the thick of things with no training or being trained to prepare for the work youre going to do?What are PPHC and Gooseneck?They are two companies that do similar business.They are two organizations that do different community work.The

30、y are two organizations that do similar community work.答案cWhich degree does Elaine have?Psychology degree.Physiology degree.Sociology degree.答案AWhich of the following statements is TRUE according to the passage?Elaine has done this type of community work so her organization doesn，t provide staff tra

31、ining.Mark has a clear idea of his job after the training.Mark knows his training comes to an end.答案BHow is Mark trained to be prepared for his work?Mark spends two days on family visits with experienced staff members and discuss with them.Mark role-plays some situations with other staff members and

32、 gets some direct instruction from them.Both A and B.答案cWhat is the main idea of the passage?The importance of training.Different training ways.Elaines and Marks work experience答案A試題Stress around interviews is often influenced by our assumptions we make to ourselves about the process. Countering anx

33、iety-provoking thoughts can help to lower levels of anxiety.“I just messed up that answer, and theres no hope. One poor answer normally does not knock a candidate out of consideration. An interview is like a test, getting an85or 90 might be good enough to get the job. 2019 年 7 月試題Visualizing success

34、 can improve performance and help ease anxiety. Always try imagining positive interactions with your interviewer, particularly in the hours just before your interview.To some extent, relaxation techniques, such as progressive muscle relaxation or breathing exercises, can manage anxiety. If your anxi

35、ety around interview is excessive, you might consider seeing a doctor to develop effective countermeasures.often influences the stress around interviews according to the passage.Interview processAnxiety-provoking thoughtsInterviewers assumptions答案BDoes one poor answer in an interview influence a can

36、didate to get a job?Yes.No.Not given.答案BImagining success help a candidate to levels of anxiety?lowerraiseequal答案AHow can we reduce our stress around interviews?Breathe deeply.Meet friends.Have a big meal.答案AWhen should we go to see a doctor according the author?When we lose confidence in an intervi

37、ew.When we find effective measures against anxiety round interview.When we have too much stress around interview.答案c試題Successful and memorab 1 e events dont just happen, Organizing and holding an event takes planning. Whether its an anniversary, a sporting event or a retirement party, and no matter

38、how much time you have, your events success is in the details. 2018 年 7 月試題There are some suggestions for you to hold a successful event. Decide upon your target audience. The first thing is you should know who your target audience is. From this all the other decisions will fall into place in terms

39、of format, content, prices, location etc.Make a list of details. When you hold an event, you need to consider everything, from program content, lighting, food serving, transportation to parking and safety. Making a list will ensure you dont overlook things.Have a clear purpose. When you plan an even

40、t, you should clearly define its purpose, because the following decision should support it.Do not clash. Check the calendar. Dont clash with holidays or popular vacation times.Know your limitations. You should be aware of your weakness such as budget or time. If you decide to hold an event in a week

41、s time, plan for a more familiar affair. If its a big event, prepare several months ahead. If the budget is small, you may have to a lot of do-it-yourself work.Which of the following statement is NOT true according to the passage?To know your target audience first helps you plan your event better.To

42、 check the calendar carefully will avoid time conflict.Know the limitation means you should know the audiences limitation.答案cWhich is not the factor of holding a successful event?.A clear purpose.A list of details.A invitation.答案cAccording to the passage, what is the key factor to make your event su

43、ccessful?Leadership.Details.Plenty of planning time.答案BWhat is the main idea of this passage?Details the key to the success of an event.Successful and memorable events dont just happen.How to plan successful events.答案cWhat is the purpose of making list of details?Make sure not overlook things.To fol

44、low decisions.To have a clear purpose.答案A試題The houses we live in are very important. They keep us from being cold in the winter and hot in the summer. In the winter they keep out the snow. They also keep out the wind. Even if it is blowing outside, we are nice and warm inside. In the summerhouses keep the hot sun from us. When it rains, they keep us from getting wet. 2021 年 1 月試題、2021 年 7 月 試題Houses are also places where we c