2022年-2023年《管理英語(yǔ)(二)》形成性考核冊(cè)參考資料

最新國(guó)家開放大學(xué)《管理英語(yǔ)（2）》形成性考核冊(cè)參考資料

《管理英語(yǔ)（2）》是國(guó)家開放大學(xué)2017年春季新開的課程之一，對(duì)國(guó)家開放大學(xué)的管理專業(yè)學(xué)

生進(jìn)行統(tǒng)一考試。該資料對(duì)學(xué)生完成學(xué)習(xí)任務(wù)起著一定的輔助作用。本文庫(kù)還有國(guó)家開放大學(xué)其他課程

的參考資料，可以參考。

作業(yè)1

一、交際用語(yǔ)（共計(jì)10分，每小題2分）

1-5題：選擇正確的語(yǔ)句完成下列對(duì)話，并將答案序號(hào)寫在題前括號(hào)內(nèi)。

1.-1wasworriedaboutmymath,butMr.WhitegavemeanA.

A.That'saneasycourse.

B.Congratulations!

C.Mr.Whiteisverygood.

2.-Hi,Helen,I'llhaveaninterviewtomorrow.I'mafraidIcan什makeit.

A.Sure,youcan.Takeiteasy.

B.I'msorrytohearthat.

C.That'sallright.

3.一ShouldIleaveearliertomorrowmorning?

A.Yesrlt-'sbettertoleaveearliertoavoidthemorningtraffic.

B.Yes,youwill.

C.No,youwont

4.一Howdoyouthinkofthethemeofourevent?

A."ft~~"s-prettygood.

B.Ifeelsosorryaboutthat.

C.I'dliketohavesometea.5.

二」twillbeheldonthe3rdfloorofShakiratonHotel.

A.Whenwillyougiveaspeech?

B.Doesyourspeechstillgoon?

C.Whatistheaddressofyourspeech?

二、詞匯與結(jié)構(gòu)（共計(jì)30分，每小題2分）

6-20題：閱讀下面的句子，從A,B、C三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的正確選項(xiàng)，并將答案序

號(hào)寫在題前括號(hào)內(nèi)。

6.Hewasalwaysinsharinghisenormousknowledge.

A.generousB.generationC.generate

7.Hisactionisalwayswithhiswords.

A.constantB.continuousC.consistent

8.-Canyougoskatingwithusthisafternoon?

——Sorry,Ican't.Itakecareofmylittlesisterathome.

A.couldB.mayC.haveto

9.-Whosetextbookisthis?

-ItJohn's.Ithashisnameonit.

A.can什beB.mustbeC.mightbe

10.I'mwritingtoapositionasacomputerengineerinyourcompany.

A.thankforB.waitforC.applyfor

11.Youcantrythesemethodstokeepyourinterviewanxietycontrol.

A.underB.onC.with

12.acompanyreallywantsisacandidatehastherightsk川s.

1

A.What...thatB.That...whatC.That...that

13.Thesetipsmayhelpyouavoidbademployeesforyourcompany.

A.tohireB.hiringC.hire

14.Writethetelephonenumberdownyouforget.

A.oncaseB.incaseC.undercase

15.Doeshisabsencetoyourwork?

A.makeadifferenceB.takeallthecreditC.bringabout

16.Americanyoungpeoplewouldratheradvicefromstrangers.

A.getB.gettingC.got

17.youpreparecrosstrainingplans,youneedtoconsiderboththecompanybenefitsand

theemployeebenefits.

A.AlthoughB.EvenifC.As

18.Thesuccessofoureventistothesponsor.

A.relatedB.basedC.intended

19.Yourlong-termsuccessineventplanningw川bebasedtheexperienceyouhad.

A.toB.onC.of

20.thefeedbackisveryhelpfulforplanningfuturemeetingsandevents.

A.GetB.GettingC.Toget

三、閱讀理解（共40分，每小題4分）

21-25題：閱讀下列短文，從A,B、C三個(gè)選項(xiàng)中選出一個(gè)正確答案，并將答案序號(hào)寫在題前括號(hào)內(nèi)。

Passage1

PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashired

anewstaffmembertomakecontactwithandprovideservicestonewparents.

ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdone

thistypeofworkbefore.Onherfirstday,aftershowinghertoherdeskandintroducing

hertocolleagues,thedirectorgivesheratownmapandalistofthenamesofthe

familiesshewillberesponsiblefor,andwishesherluck.Afterlunch,Elainesetsoutto

contactthefamilies,worriedaboutwhatsheIIdoorsaywhenshemeetsthem.

MarkhasadegreesimilartoElaine's,andhasjustbeenhiredbyGooseneck.Onhis

firstday,helearnsthathisjobwillconsistoftrainingforthenextweek.Markspends

twodaysgoingonfamilyvisitswithexperiencedstaffmembers,anddiscusseswiththem

whattheydidandwhy.Herole-playssomesituationswithotherstaffmembers,andgets

somedirectinstructionfromthem.Bythefollowingweek,whenhe'sonhisown,hefeels

hehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.Andheknowsthat

histrainingw川continue.

Whichsituationwouldyouratherbein,beingthrownintothethickofthingswithno

trainingorbeingtrainedtopreparefortheworkyou，regoingtodo?

21.WhatarePPHCandGooseneck?

A.Theyaretwocompaniesthatdosimilarbusiness.

B.Theyaretwoorganizationsthatdodifferentcommunitywork.

C.Theyaretwoorganizationsthatdosimilarcommunitywork.

22.WhichdegreedoesElainehave?

A.Psychologydegree.

B.Physiologydegree.

C.Sociologydegree.

23.Whichofthefollowingstatementsistrueaccordingtothepassage?

A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn'tprovide

stafftraining.

B.Markhasaclearideaofhisjobafterthetraining.

C.Markknowshistrainingcomestoanend.

24.HowisMarktrainedtobepreparedforhiswork?

A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswith

2

them.

B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirect

instructionfromthem.

C.BothAandB.

25.Whatisthemainideaofthepassage?

A.Theimportanceoftraining.

B.Differenttrainingways.

C.Elaine'sandMark'sworkexperience.

26-30題：請(qǐng)根據(jù)短文內(nèi)窯判斷給出的語(yǔ)句是否正確，正確的寫“T”，錯(cuò)誤的寫，并將答案寫

在題前括號(hào)內(nèi)。

Passage2

Hiringtherightemployeeisachallengingprocessforacompany.Abadhirenotjust

wastesyourtimeandmoney,butalsoimpactstheteamspiritandcompanymorale.Agood

hire,however,paysyoubackinemployeeproductivity,successfulemploymentrelationship,

andbusinesscultureenhancement.Herearecertainrulesthatyoucanusetoselectthe

rightemployee.

Designaneffectiveadvertisement.Aclearlytargetedad.attractsqualifiedcandidates

anddiscouragesothers.Youcanmakeyourad.Moreeffectivewithapreciseandspecific

jobdescription.

Asktherightjobinterviewquestions.Thepurposeoftheinterviewistofindoutif

thecandidateisastrongfittoyourbusiness.Byusingasequenceofparticularly

designedquestions,youareabletogetatruepictureofyourpotentialemployee.

Checkbackgroundsandreferences.Backgroundcheckinghelpsyoureducerisksandimprove

theoverallqualityofhire.Youneedtoverifythatallthepresentedcredentials,skills,

andexperienceareactuallypossessedbyyourcandidate.

(F)26.Hiringthewrongemployeeisexpensive,costlytoacompany,andtime

consuming.

(F)27.Acompanyhastospendalotofmoneyhiringarightemployee.

(F)28.Anadvertisementwithacleartargetwillmakeallcandidateslosecourage.

(T)29.Welldesignedinterviewquestionscanhelpyouknowmoreaboutthecandidates.

(T)30.Workexperienceisoneoftheprimarythingsforanemployertoverifyin

backgroundchecking.

四、翻譯(共計(jì)20分，每小題4分)

31-35題：選擇正確的譯文，并將答案序號(hào)罵在題前括號(hào)內(nèi)。

31.Atruefriendissomeonewhoreachesforyourhandandtouchesyourheart.

A.一個(gè)真實(shí)的朋友就是能伸出他的手觸碰你心靈的人。

B.一個(gè)真實(shí)的朋友就是能伸出他的手理解你心靈的人。

C.真正的朋友是一個(gè)可以援手幫助并感動(dòng)你心扉的人。

32.Theoldsaying"practicemakesperfect"appliestointerviewingtoo.

A.古話“曲不離口”也適用于招聘。

B.古話“熟能生巧”對(duì)面試準(zhǔn)備也是適用的。

C.在申請(qǐng)面試資格時(shí)我們常常用到古話“熟能生巧”。

33.Wecan'tpossiblygettheworkdonebyOctober.

A.十月份前我們不可能做完這項(xiàng)工作。

B.十月份前我們不可能做這項(xiàng)工作。

C.十月份后我們不可能做完這項(xiàng)工作。

34.Theyhavedisagreementontheplanofcelebratingthefoundingofthecommunity.

A.他們對(duì)公司的成立資金都有不同意見。

B.他們對(duì)慶祝公司成立的方案有異議。

C.他們?yōu)榱藨c祝公司成立的方案而爭(zhēng)吵。

35.Thisinvolvesidentifyingthehigh-levelreasoningbehindyourintentionsfortheevent.

3

A.這也包含了此次活動(dòng)的主要目的和意義。

B.這些都是用來(lái)識(shí)別此次活動(dòng)與其他不同活動(dòng)的主要區(qū)別。

C.這就包括了弄明白你舉辦此次活動(dòng)目的背后的高層次的推理。

作業(yè)2

一、交際用語(yǔ)（共計(jì)10分，每小題2分）

1?5題：選擇正確的語(yǔ)句完成下列對(duì)話，并將答案序號(hào)寫在題前括號(hào)內(nèi)。

26.-Wouldyoumindfillingthequestionnaireforme?

A.Noproblem.Justgivemeyourquestionnaire.

B.SorryIcan'tgothere.

C.Ireallyappreciatethat.

27.-Canyoustayherelonger?

-butIhavetobebacktomorrow.

A.I'dloveto,

B.No,thankyou,

C.I'mafraidnot,

28.-Whydoyoulookunhappy.What'sthematter?

A.I'msatisfiedwiththegoodperformanceoftheradioI'vejustbought.

B.I'mgladtohaveboughtthisradioatsuchaprice.

C.I'mratherdisappointedwiththepoorqualityoftheradioI'vejustbought.

29.-Goodmorning,SunshineCommunityCenter!MayIhelpyou?

A.I'dliketobookoneairticket.

B.I'mgladtointroducemyselftoyou.

C.Ineedaplumbertorepairthewaterpipeinmykitchen.

30.一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn'twork.

A.Oh,Idon'tknowwhat'swrongwithit.

B.Sorry,I*11haveitcheckedoutatonce.

C.OK,Isee.

二、詞匯與結(jié)構(gòu)（共計(jì)30分，每小題2分）

6-20題：閱讀下面的句子，從A,B、C三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的正確選項(xiàng)，并將答案序號(hào)寫

在題前括號(hào)內(nèi)。

31.Youneedtothosequestionnairepapersforyourcompany.

A.handoutB.handinC.handon

32.Questionnairesarenotsuitablesomepeople.

A.jnB.forC.with

33.Whereareyouusedtovegetables?

A.buyB.boughtC.buying

34.Customersrefusetofillingthequestionnairearenotpermittedtobuytheproduct.

A.whatB.whichC.Who

35.Themusiclikethesingingofabird.

A.hearsB.listensC.sounds

36.Ilikecookingformyfriendsinfreetime.

A.meB.myC.mine

37.You'dbetterhaveyourhairbeforegoingtoyourfriend'swedding.

A.cuttingB.cutC.tocut

38.Herarticleisinherclass.

A.betterB.wellC.thebest

39.Wefeelwiththeinconveniencetheservicecenterbroughtus.

4

A.disappointedB.worriedC.surprised

40.Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.lyouitwill

performwellsoon.

A.argueB.affectC.assure

41.Idon'tknow.Ijustarrivedheretwominutesago.

A.what'sgoingonB.howisgoingonC.whoisgoingon

42.Theysincelastnight.Theyareabouttofinishthework.

A.arecleaningthesystem

B.havebeencleaningthesystem

C.hadcleanedthesystem

43.I'mconfidentintheseaslongaswetheneedsofthecommunityresidentsandimprove

ourservicequality.

A.keepaneyeonB.keepaneyeatC.keepeyeson

44.Wehavetoourannualworkreporttothemanagernextweek.

A.handinB.handoutC.handsup

45.thefog,weshouldhavereachedtheannualmeetingsiteontime.

A.BecauseofB.InspiteofC.Butfor

三、閱讀理解（共40分，每小題4分）

21-25題：閱讀下列短文，從A、B、C三個(gè)選項(xiàng)中選出一個(gè)正確答案，并將答案序號(hào)寫在題前括號(hào)

內(nèi)。

Passage1

Questionnairescanbeasimplewaytogettoknowyouraudience'sopinions.Thoughit

iseasytowriteaquestionnaire,youneedalotofsk川andexperiencetowriteagood

one.Luckily,gooddesignsk川scanbelearnedinashorttime.

KeepYourQuestionnaireSimpleandVisuallyAttractive

Keepyourquestionnaireshortandsimple.Ashortandsimplequestionnaireismore

likelytobecompletedandreturned.Itisalsoimportanttomakeyourquestionnaireas

attractiveaspossible.Youshouldkeepthefollowingdesignelementsinmind:

Text:Chooseafontstylethatiseasytoread,andmakesurethefontsizeislarge

enoughforyourrespondentstoread.

Paragraphs:Longparagraphscanbedauntingforreaders,sotrytokeepyourblocksof

texttoahandfuloflines.

Whitespace:Ensurethatthereisspacebetweenquestionsandsectionsanddon'tmake

marginstoosmall.

KeepQuestionsBriefandEasytoUnderstand

Bebriefanddirectwithyourquestions.Donotuseanyunnecessarywordsandphrases.

Briefquestionsthatusesimplelanguageareeasytoreadandunderstand,sothe

participantswon'tfinditdifficulttofillinthequestionnaire.

MakeSureQuestionsAreIntheRightOrder

Youshouldstartyourquestionnairewithgeneralquestionsandthenmovetospecific

ones.Trytoavoidjumpingbackandforthbetweengeneralandspecificquestions.

UseOpen-EndedQuestionsProperly

Open-endedquestionsmeanrespondentscananswerfreelyusingtheirownwords.Theycan

providemoredetailedinformation,buttheytakemoretimeandefforttoanswerandcanbe

moredifficulttoanalyze.Youshouldnotusetoomanyopen-endedquestionsinone

questionnaire.

Inaword,takingthetimetodevelopawell-designedandparticipant“friendly

questionnairewillgiveyouusefuldatathatcanhelpyoumaketherightdecisions.

46.Thequestionnairecontainsfollowingelementsexcept?

A.test

B.paragraph

C.address

5

47.Inordertokeepyourquestionnairevisuallyattractive,youshould

A.choosedifferentfontstylesinaquestionnaire

B.writelongparagraphsinsteadofshortones

C.leaveenoughspacebetweenquestionsandsections

48.Youshouldstartyourquestionnairewithquestionsandthenmovetoones.

A.general,specific

B.specific,general

C.short,long

49.Whatcouldbethebesttitleforthispassage?

A.DesigninganEffectiveQuestionnaire.

B.Questionnaireisthebestwaytocollectdatafrommanypeople.

C.Questionnairebenefitsourlife.

50.WhichofthefollowingstatementsisNOTtrue?

A.Questionnairedesignskillscanbelearnedinashorttime.

B.Open-endedquestionscannotprovidemoredetailedinformbetternotusetoomany

open-endedquestionsinonequestionnaire.

C.It'sworthtakingthetimetodevelopawell-designedandparticipant-friendly

questionnaire.

26-30題：請(qǐng)根據(jù)短文內(nèi)容判斷給出的語(yǔ)句是否正確，正確的寫“T”，錯(cuò)誤的寫“F，，，并將答案

寫在題前括號(hào)內(nèi)。

Passage2

Anannualreportofacompanyprovidesinformationaboutitsbusinessperformancefor

certainpeople.Thesepeopleincludetheinvestors,potentialinvestorsandother

stakeholders.Fromthereport,peoplecanunderstandthecompany'sbusinessscope,recent

situationandfuturedevelopment.Themainpartsofanannualreportusuallyinclude

chairman'sletter,operationanalysisandfinancialstatements.

Chairman'sLetter

Usually,anannualreportshouldcontainaletterfromthechairman.Thelettershould

providedetailsaboutthesuccessesandthechallengesofthepastyear.Itshouldalso

includethefutureoutlookforthecompany.

OperationAnalysis

Theoperationanalysisisanoverviewofthebusinessinthepastyear.Itusually

includesnewhiresandnewproductintroductions.Atthesametime,itwillintroduce

businessacquisitionsandotherimportantissues.

?FinancialStatements

Thefinancialstatementsareveryimportantforanannualreport.Peoplecanknowthe

company'sperformanceinthepastfromthestatements.Itusuallythreeaspects.Thefirst

oneistheprofitandlossstatement.Thesecondoneisthebalancesheet.Andthethird

oneisthecashflowstatement.

(T)26.Anannualreportofacompanyprovidessomeinformationaboutitsbusiness

performanceforcertainpeople.

(F)27.Peoplecanknoweverythingofthecompanyfromtheannualreport.

(T)28.Anannualreportusuallyincludeschairman'sletter,financialstatementsand

operationanalysis.

(F)29.Achairman'slettershouldincludethestrategicdirectionmovingforward.

(T)30.Thispassageismainlyaboutthemainpartsofanannualreport.

四、翻譯(共計(jì)20分,每小題4分)

31-35題：選擇正確的譯文，并將答案序號(hào)寫在題前括號(hào)內(nèi)。

36.Anewfoodmarketwillbebuiltinourcommunitynextmonth.

A.下個(gè)月我們社區(qū)就已經(jīng)建了一個(gè)新的食物市場(chǎng)。

B.我們社區(qū)正在建一個(gè)新的菜市場(chǎng)。

6

C.下個(gè)月我們社區(qū)將新建一個(gè)菜市場(chǎng)。

51.Onthelastdayoftheoldyear,thereisafamilydinner.

A.在老年人生命中的最后一段日子里，通常有一頓家庭餐。

B.在即將過(guò)去的一年中的最后一天，會(huì)有一次家庭聚餐。

C.在過(guò)去的日子里，經(jīng)常有家庭聚餐。

52.Youw川doeverythingwithinyourpowertotryandresolvethesituation.

A.你會(huì)在權(quán)利范圍內(nèi)盡一切努力解決問(wèn)題。

B.你會(huì)在意志范圍內(nèi)盡一切努力解決問(wèn)題。

C.你會(huì)在力量范圍內(nèi)盡一切努力解決問(wèn)題。

53.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefine

keywords.

A.要簡(jiǎn)明扼要地表達(dá)本意，就必須不斷定義關(guān)鍵詞。

B.只要定義頻繁出現(xiàn)的關(guān)鍵詞就能準(zhǔn)確傳達(dá)本意。

C.要準(zhǔn)確表達(dá)你的本意，就必須不斷定義關(guān)鍵詞。

54.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.

A.我認(rèn)為我們更需要為學(xué)生們創(chuàng)造更多的工作機(jī)會(huì)。

B.我認(rèn)為我們將來(lái)要給學(xué)生們更多機(jī)會(huì)。

C.我認(rèn)為我們已經(jīng)給了學(xué)生們更多的工作機(jī)會(huì)。

作業(yè)3

一、交際用語(yǔ)（共計(jì)10分，每小題2分）

1-5題：選擇正確的語(yǔ)句完成下列對(duì)話，并將答案序號(hào)寫在題前括號(hào)內(nèi)。

37."I'mterriblysorrythatI'vespilledsomecoffeeonthetable.

A.Idon'tcare.

B.Itdoesn'tmatter.

C.Don'tbesorry

38.-Whatstartingsalarydoyouexpect?

A.I'dliketostartonMondaynextweek.

B.Iexpecttogetasalaryincrease.

C.I9dliketostartat￥5,000amonth.

39.-Anysuggestionsfortheproject?

A.Ineedyouradviceonit.

B.Iadviseyoutoputmorehandsinthisproject.

C.Thanksforyoursuggestions.

40.-Ourcompanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?

A.Itdoesn'tmatter

B.Byallmeans.

C.Ihavenoidea.

41.-1amsorryNowwhatwerewetalkingabout?

A.Nevermind.

B.Idon'tremember,either.

C.Youweresayingthatyouusedtobeateacher.

二、詞匯與結(jié)構(gòu)（共計(jì)30分，每小題2分）

6-20題：閱讀下面的句子，從A,B、C三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的正確選項(xiàng)，并將答案序號(hào)寫

在題前括號(hào)內(nèi)。

42.Oneday,ourdreamswillreality.

A.turnoutB.turnintoC.turnaway

55.Hesayswhathethinksanddoeswhathewantstodo,otherpeople'sfeelings.

A.accordingtoB.regardlessofC.becauseof

56.Weshouldtakethedegreeaccountwhenwerecruitanewsecretary.

A.withB.intoC.of

57.Thecandidateshoulddressinamannerthatisappropriatetothepositionheisapplying.

A.forwhichB.whichC.that

58.ParticipantshavetheProductivityAnalysisWorksheet.

A.completingB.beencompletedC.completed

59.Howmanyplayersdoesabaseballteam?

A.consistofB.beresponsibleforC.setout

60.Thisinvolvesthehigh-levelreasoningbehindyourintentionsfortheevent.

A.identifyB.identifiedC.identifying

61.Weshouldkeepinmindthefeedbackisveryhelpfulforplanningfuturemeetingsand

events.

A.whatB.thatC.when

62.Theinvestorshouldbeawareofthelimitationsofthefinancialstatementanalysisthe

annualreport.

A.basedonB.basingonC.baseon

63.Undernocircumstancetotellliestothepublic.

A.thecompaniesareallowed

B.arethecompaniesallowed

C.thecompanieswillallow

64.Themoreinformationyoucanget,inyourfield.

A.themorecompetitivewillyoube

B.youwillbethemorecompetitive

C.themorecompetitiveyouwillbe

65.Weitverymuchthatyou'vecometogiveusatimelyride.Otherwisewewouldmissthe

train.

A.appreciateB.expectC.promise

66.Iwouldrathertwoweeksearlier.

A.youshouldcomehereB.youcamehereC.youhadcomehere

67.face-to-faceinterviews,questionnairesarecheaperforcollectingdatafromalarge

numberofrespondents.

A.ComparedtoB.ComparingC.Compare

68.Ourcompanywillthecustomers'suggestions.

A.respondB.respondingtoC.respondto

三、閱讀理解（共40分，每小題4分）

21-25題：閱讀下列短文，從A,B、C三個(gè)選項(xiàng)中選出一個(gè)正確答案，并將答案序號(hào)寫在題前括號(hào)內(nèi)。

Passage1

Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.If

thishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheir

dissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobe

successfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listed

belowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwith

angrycustomers:

Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemost

difficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestinga

possiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.

Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.By

listeningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,so

thatsatisfactorystepscanbetaken.

Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.You

8

havetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.

Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificant

changeintheirbehavior.

Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatience

withyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.

Theaboveguidelinesareveryusefulinhelpingyousuccessfullytackleallkindsof

difficultsituationsinlife.Ifyoufollowthem,youareonyourwaytosucceedinginyour

career.

69.Whomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaintsat?

A.Staffmembers.

B.Companymanagers.

C.Thosewhoaccompanythem.

70.Whenacustomershoutsrudelyatyou,youshould

A.arglebackandprotectyourself

B.keepquietandleavethecustomeralone

C.keepcalmandlistencarefullytothecustomer

71.Theunderlinedsentence“Useyourearsmorethanyourmouth"means

A.Yourmouthisnotmoreimportantforyouthanyourears.

B.Youshouldlistenmorethanyouspeak.

C.Youshouldtalkmorethanyoulisten.

72.Whendealingwithanangrycustomer,whichisNOTtherightattitude?

A.Beconcerned.

B.Bepatient.

C.Beamused.

73.Whichofthefollowingstatementsistrueaccordingtothepassage?

A.Whenthecustomerscomplain,youneedn'tlistencarefully.

B.Youneedn'tsaysorrytothoseangrycustomers.

C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.

26-30題：請(qǐng)根據(jù)短文內(nèi)窯判斷給出的語(yǔ)句是否正確，正確的寫“T”，錯(cuò)誤的寫“F”，并將答案寫

在題前括號(hào)內(nèi)。

Passage2

GoodCommunicationSkills-KeytoSuccess

Goodcommunicationsk川sarethekeytosuccessinlife,workandrelationships.

Withouteffectivecommunication,amessagecanturnintoanerror,misunderstanding,

frustration,orevendisasterbybeingmisinterpretedorpoorlydelivered.

Thestepsforgoodcommunicationskills:

43.Knowwhattosay.Understandclearlythepurposeandintentofyourmessage.

44.Knowhowtosayit.Beginbymakingeyecontact,whichshowsconfidence.Thenpay

attentiontoyourbodylanguage.

45.Listen.Afteryou'vefinishedtalking,youshouldstop,listen,