南開大學(xué)22年春學(xué)期《酒店業(yè)領(lǐng)導(dǎo)力與管理（一）（二）（EI雙語）》在線作業(yè)平時作業(yè)-00001

1、-本頁為預(yù)覽頁P(yáng)AGE15-本頁為預(yù)覽頁-本頁為預(yù)覽頁22春學(xué)期（高起本：1509、1603、1609、1703）酒店業(yè)領(lǐng)導(dǎo)力與管理（一）（二）（EI雙語）在線作業(yè)-00002第1題. 下列哪一項(xiàng)不在質(zhì)量改進(jìn)項(xiàng)目生命周期中選項(xiàng)A：界定問題選項(xiàng)B：決定解決方案選項(xiàng)C：環(huán)境分析選項(xiàng)D：找出根本原因參考答案：C第2題. What enforcement of standards can mostly impacton diversity?選項(xiàng)A：Increase sensitivity of managers and employees about diversity選項(xiàng)B：Ensure that

2、discrimination and harassment will be quickly extinguished選項(xiàng)C：Make the people withinthe company think the same選項(xiàng)D：Make the people withinthe company act the same參考答案：B第3題. 不屬于頭腦風(fēng)暴工具的優(yōu)勢的是:選項(xiàng)A：激發(fā)創(chuàng)新選項(xiàng)B：促進(jìn)參與選項(xiàng)C：提升團(tuán)隊士氣選項(xiàng)D：激發(fā)爭論參考答案：D第4題. Which one is NOT the focus of management?選項(xiàng)A：Do things right選項(xiàng)B：Commu

3、nicate visionand values選項(xiàng)C：Direct operations選項(xiàng)D：Enforce policies and rules參考答案：B第5題. 在求職信的第二段應(yīng)該包含的信息是:選項(xiàng)A：為什么感興趣選項(xiàng)B：總結(jié)你的能夠勝任此工作的優(yōu)勢選項(xiàng)C：總結(jié)你可以貢獻(xiàn)給公司的要點(diǎn)選項(xiàng)D：所有選項(xiàng)參考答案：D第6題. 哪一個角色最會發(fā)表以下的言論?:”我們在上次的會議上討論過這個想法,我已經(jīng)說過我不喜歡.選項(xiàng)A：統(tǒng)治者選項(xiàng)B：阻礙者選項(xiàng)C：游說者選項(xiàng)D：譏諷者參考答案：B第7題. Which strategy can mostly help older worker groups?

4、選項(xiàng)A：Provide a nice staffcanteen選項(xiàng)B：Provide health carebenefits選項(xiàng)C：Provide literacy training選項(xiàng)D：Provide a sexual harassment free working environment參考答案：B第8題. How to enhance the impact of eachindividual employment experience in your resume?選項(xiàng)A：Describe your work in details選項(xiàng)B：Emphasizeaccomplishments

5、 by giving quantified figures選項(xiàng)C：Provide a brief summary of eachexperience選項(xiàng)D：Provide a completed name ofyour boss/supervisors參考答案：B第9題. What type of feedback is the most likely to lead to escape and avoidance?選項(xiàng)A：Silence選項(xiàng)B：Criticism選項(xiàng)C：Advice選項(xiàng)D：Reinforcement參考答案：B第10題. 通過職位權(quán)力來命令他人達(dá)成期望的行為的權(quán)力技巧是:選項(xiàng)

6、A：推理論證選項(xiàng)B：討價還價選項(xiàng)C：訴諸上層選項(xiàng)D：以職位壓人參考答案：D第11題. The General Manager met with some individuals inan area of the hotel. What business writing rule the writer broke in this sentence?選項(xiàng)A：Avoid sexist language選項(xiàng)B：Stress the positive選項(xiàng)C：Take a stand選項(xiàng)D：Use specific language參考答案：D第12題. What is the advantage of

7、ISO ?選項(xiàng)A：Time-consuming選項(xiàng)B：Improve customer satisfaction選項(xiàng)C：Reduces a business flexibility選項(xiàng)D：expensive參考答案：B第13題. 字詞、語音語調(diào)、身體語音在溝通中的影響比例是選項(xiàng)A：字詞(55%)、語音語調(diào)(38%)、身體語音(7%)選項(xiàng)B：字詞(7%)、語音語調(diào)(38%)、身體語音(55%)選項(xiàng)C：字詞(55%)、語音語調(diào)(7%)、身體語音(38%)選項(xiàng)D：字詞(38%)、語音語調(diào)(55%)、身體語音(7%)參考答案：B第14題. 通過同伴對此人能力的肯定從而讓此人決定去達(dá)到期望的行為的權(quán)力技

8、巧是:選項(xiàng)A：商討選項(xiàng)B：同伴壓力選項(xiàng)C：鼓舞人心的呼吁選項(xiàng)D：逢迎呼吁參考答案：B第15題. 哪一項(xiàng)會弱化管理者的職位權(quán)力選項(xiàng)A：提升工作的靈活度與適應(yīng)性選項(xiàng)B：成為公司信息環(huán)中的重要部分選項(xiàng)C：宣傳本部門工作的基本職責(zé)讓其他部門的同事了解自己部門員工的優(yōu)秀表現(xiàn)選項(xiàng)D：過度擔(dān)心自己崗位的重要性參考答案：D第16題. 下面哪一項(xiàng)不是道德觀的六個支柱之一?選項(xiàng)A：尊重選項(xiàng)B：責(zé)任選項(xiàng)C：公正選項(xiàng)D：平等參考答案：D第17題. Jurans fitness for use focuses on選項(xiàng)A：The perspective ofcustomer選項(xiàng)B：The perspective ofs

9、ervice process選項(xiàng)C：The perspective of supplier選項(xiàng)D：The perspective ofservice provider參考答案：A第18題. Please identify the stage of team development according to the following description: Members come to value their differences more than their similarities. The team is eager for conflict of ideas rather th

10、an conflict of personalities.選項(xiàng)A：Forming選項(xiàng)B：Norming選項(xiàng)C：Transforming選項(xiàng)D：Performing參考答案：D第19題. 在哪一個團(tuán)隊發(fā)展階段團(tuán)隊成員會提出以下的問題?-“我知道自己要干什么,目前沒有太多的問題?！边x項(xiàng)A：形成期選項(xiàng)B：爭吵期選項(xiàng)C：平穩(wěn)期選項(xiàng)D：高效期參考答案：C第20題. 在考勤中作假是屬于酒店業(yè)道德問題中的哪一種?選項(xiàng)A：盜竊選項(xiàng)B：說謊與欺騙行為 外部客人選項(xiàng)C：非法行為選項(xiàng)D：不遵守操作流程行為參考答案：A第21題. 盡管面試的問題難以預(yù)測,但是你還是可以圍繞以下哪個核心問題來準(zhǔn)備?選項(xiàng)A：我為什么要雇傭

11、你？選項(xiàng)B：你與這家公司的匹配度高嗎？選項(xiàng)C：你能勝任這份工作嗎？選項(xiàng)D：所有選項(xiàng)參考答案：D第22題. 管理者通過給員工加薪來獎勵他們的優(yōu)秀表現(xiàn),這里管理者行使的是什么樣的權(quán)力選項(xiàng)A：職位權(quán)力選項(xiàng)B：強(qiáng)制權(quán)力選項(xiàng)C：獎勵權(quán)力選項(xiàng)D：參照權(quán)力參考答案：C第23題. Please identify the stage of team development according to the following description: Members often regress to the unproductive behaviors. Conflicts may arise again, a

12、nd members may need to resume active roles in resolving them.選項(xiàng)A：Forming選項(xiàng)B：Norming選項(xiàng)C：Transforming選項(xiàng)D：Performing參考答案：C第24題. Which one of following question is an illegal interview question?選項(xiàng)A：What does your husband do?選項(xiàng)B：Tell me about yourself選項(xiàng)C：What do you really want to do in life?選項(xiàng)D：Why shou

13、ld I hire you?參考答案：A第25題. What needs to be cautious of when measuring progress選項(xiàng)A：At any time employees shall not participate in measuring, but only being measured.選項(xiàng)B：All measurementsshall be clearly communicated to staff選項(xiàng)C：Measurementonly stays with high-level people選項(xiàng)D：Accurate andwell-communica

14、ted measurement are particular important once the change process is under way參考答案：D第26題. What is one of the characteristics of Explorersidentified by Joseph M. Juran選項(xiàng)A：They are willing to accept the change but do not actively anticipate needs選項(xiàng)B：They are opento new ideas選項(xiàng)C：These people arewilling

15、to be leaders of their work group but only when being assigned with an official title選項(xiàng)D：They are enthusiasticbut remain silent when they are unhappy參考答案：B第27題. What type of feedback managers should use in order to maintain status quo?選項(xiàng)A：Reinforcement選項(xiàng)B：Advice選項(xiàng)C：Silence選項(xiàng)D：Criticism參考答案：C第28題. 阻礙

16、我在團(tuán)隊會議上勇敢發(fā)言的牽制力是什么?選項(xiàng)A：會議主持會鼓勵討論選項(xiàng)B：能得到想要的答案選項(xiàng)C：會議有一個每人都需要貢獻(xiàn)想法的規(guī)則選項(xiàng)D：擔(dān)心我發(fā)言內(nèi)容的質(zhì)量參考答案：D第29題. 哪一項(xiàng)不符合原則性談判法的關(guān)鍵?選項(xiàng)A：聚焦大家真正想表達(dá)的選項(xiàng)B：創(chuàng)造互利的選擇選項(xiàng)C：使用客觀標(biāo)準(zhǔn)選項(xiàng)D：將人與事綜合起來談會更全面參考答案：D第30題. Which one of following question is NOT suitable to ask interviewers?選項(xiàng)A：How would you describe your companys culture選項(xiàng)B：How often

17、 will I be evaluatedif hired?選項(xiàng)C：Whats your companys mission?選項(xiàng)D：Why is the job Im applying for open?參考答案：C第31題. 在進(jìn)行下行溝通時應(yīng)注意哪些?選項(xiàng)A：專注于客觀的傾聽選項(xiàng)B：情緒不外露尤其是聽到壞消息時選項(xiàng)C：使用積極聆聽的技巧選項(xiàng)D：讓員工感受到你在乎他們的建議參考答案：A,B,C,D第32題. 鎖定改進(jìn)機(jī)會的步驟:選項(xiàng)A：跟蹤數(shù)據(jù)選項(xiàng)B：書寫問題陳述選項(xiàng)C：開放與選擇標(biāo)準(zhǔn)選項(xiàng)D：選擇改進(jìn)領(lǐng)域參考答案：A,B,C,D第33題. 成為一名有效的信息型聆聽者的技巧有哪些?選項(xiàng)A：考慮發(fā)

18、言者的可信度選項(xiàng)B：傾聽主要信息選項(xiàng)C：尋找講演者組織內(nèi)容的方法選項(xiàng)D：識別支持講演者觀點(diǎn)的重要細(xì)節(jié)參考答案：B,C,D第34題. 尋求改進(jìn)機(jī)會的方法有哪些?選項(xiàng)A：分析員工工作效率選項(xiàng)B：分析客人的反饋選項(xiàng)C：選擇標(biāo)準(zhǔn)選項(xiàng)D：在員工會議中討論問題與挑戰(zhàn)參考答案：A,B,D第35題. What are general guidelines or good practices for conducting Diversity Training?選項(xiàng)A：Give trainees information on the demographics, contributions, culture and

19、 values of different groups選項(xiàng)B：Use exercises that remind trainees what it feels like to be different選項(xiàng)C：Have several representatives of the various groups within the company explain their personal perspectives選項(xiàng)D：Celebrate diversity through food and lead a discussion about the various foods and the

20、ways in which food is used in cultural tradition參考答案：A,B,C,D第36題. 從長遠(yuǎn)來看能夠提升員工績效的反饋形式有:選項(xiàng)A：批判選項(xiàng)B：沉默選項(xiàng)C：建議選項(xiàng)D：強(qiáng)化參考答案：C,D第37題. What are Change Sponsors responsibilities?選項(xiàng)A：Have a clear visionof the desired outcomes of change選項(xiàng)B：Be able toovercome pitfalls of the process選項(xiàng)C：Employ strategiess for overc

21、oming resistance to change選項(xiàng)D：Create an appropriatetime frame for achieving the change參考答案：A,D第38題. How to implement the change?選項(xiàng)A：Communicate the vision選項(xiàng)B：Foster change through power選項(xiàng)C：Measure progress選項(xiàng)D：Celebrate success參考答案：A,B,C,D第39題. 下列哪些選項(xiàng)體現(xiàn)了服務(wù)質(zhì)量中的回應(yīng)力元素選項(xiàng)A：員工在客人還沒開口已經(jīng)提供了客人想要的服務(wù)選項(xiàng)B：員工快速地為客人解決了問題選項(xiàng)C：員工在認(rèn)真地整理房間選項(xiàng)D：員工在回答主管的問題參考答案：A,B第40題. Ruble and Thomas Model is determined by two indicators:選項(xiàng)A：Courage選項(xiàng)B：Consideration選項(xiàng)C：Assertiveness選項(xiàng)D：Cooperativeness參考答案：C,D第41題. Span of control is the area limit a manageror supervisor is able to control選項(xiàng)A：對選項(xiàng)B：錯參考答案：B第42題. Si