2021年1月3938管理英語2試題及答案

第第11頁共11頁2021年1月3938管理英語2試題及答案202113938210215句完成下面對話，并將答案序號寫在答題紙上。Goodmorning，SunshinemunityCenterMayIyou- Idliketobookoneairticket.Imgladtointroducemyselftoyou.Ineedaplumbertorepairthewaterpipeinkitchen.答案CHowsyourmotherdoing- Sheisverywell.Sheisverykind.Sheisdoingshoppingnow.A3.- MynameisHelen，andIwasbornin1980.Mymajorwaselectricalengineering.A.Tellmeyourname，please.B.Tellmealittlebitaboutyourself，please.C.Tellmehowoldyouare，please.答案BAnysuggestionsfortheproject- Ineedyouradviceonit.Iadviseyoutoputmorehandsinthisproject.Thanksforyoursuggestions.BHi，Helen，Illhaveaninterviewtomorrow.afraidIcantmakeit.- Sure，youcan.Takeiteasy.Imsorrytohearthat.Thatsallright.A3026-20子，從A.B.C序號寫在答題紙上。Attheendoftheday，youwantallattendees

youreventtorememberthiskeymessagethatyouvespentalongtimereinforeing.leavetoleaveleaving答案CHeis inchargeof

hechargeofunderthechargeof答案AHiringagoodemploymaycostmuchmoneyandtime， ，itcanwinmuchmoreforthepanyfuture.whatsmoreatlasthowever答案CTheyhavedisagreement theplancelebratingthefoundingofthemunity.onin/答案AThequalityofquestionnairewill muchinationweknowfromourcustomers.effectaffecttakeB1

how1.Theheatingsystemofourapartmentbrokedownsomadeacall tothemunityservicecenter.discussionplaintpraiseBItisonlybyagreeingwiththeirviewpointand

thatyouwillresolvethesituationandsendthecustomerawayhappy.suggestingapossiblesolutionsuggestapossiblesolutionsuggestedapossiblesolution答案AThenewyearisjust.incorneraroundthecorneroutsidethecornerBLook Herearethebuses.Hereesthebus.Thebusheree.答案BThemusic hearslistenssoundsC

likethesingingofabird.Americanyoungpeoplewouldrather， advicefromstrangers.getgettinggotAWhosetextbookisthisItJohns.Ithasnameonit.cantbemustbemightbeBThesuccessofoureventis sponsor.relatedbasedintendedA

totheThemoreinationyoucanget， inyourfield.A.themorepetitivewillyoubeB.youwillbethemorepetitiveC.themorepetitiveyouwillbe答案CWe

itverymuchthatyouveetogiveusatimelyride.Otherwisewewouldmissthetrain.appreciateexpectpromise答案A4042125文，從A.B.C上。PassagelAngrycustomerstendtoaimtheirdissatisfactionandplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthepanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.ListedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomersNeverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomerisplaining，sothatsatisfactorystepscanbetaken.ShowthatyoucareUseeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyoudoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.torelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.AngrycustomerstendtoaimtheirdissatisfactionandplaintsatstaffmemberspanymanagersthosewhoacpanythemAWhenacustomershoutsrudelyatyou，youshouldarguebackandprotectyourselfkeepquietandleavethecustomeralonekeepcalmandlistencarefullytothecustomer答CTheunderlinedsentenceinParagraph3meansyourmouthisnotmoreimportantforyouthanears.youshouldlistenmorethanyouspeak.youshouldtalkmorethanyoulisten.BWhendealingwithanangrycustomer，whichNOTtherightattitudeBeconcerned.Bepatient.Beamused.CWhichofthefollowingstatementsisaccordingtothepassageWhenthecustomersplain，youneedntcarefully.Youneedntsaysorrytothoseangrycustomers.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.答案C26-30根據(jù)短文內(nèi)容判斷給出的語句是否正確，正確的寫“T”，誤的寫“F”，并將答案寫在答題紙上。Passage2Crosstrainingistraininganemployeetodoadifferentpartoftheorganizationswork.TrainingworkerAtodothetaskthatworkerBdoesandtrainingBtodoAstaskiscrosstraining.Crosstrainingisgoodformanagersbecauseitprovidesmoreflexibilityinmanagingtheworkforcetogetthejobdone.Ontheotherhand，crosstraininghassomebenefitsfortheemployeesaswellItletsthemlearnnewskills，makesthemmorevaluable，keepsthemstimulatedandreducesworkerboredom.Crosstrainingcanbeusedinalmostanypositioninalmostindustry，Icrosstrainedsomeofmydesignengineersgoonfieldinstallationtripsandgetfirsthandknowledgeofhowtheirdesignsworked，ordidntwork，inthefield，Cashierscanbetrainedtostockshelvesandstockerstrainedtocashier.Thisallowsyoutoquicklyopenadditionalregistersifthecustomerqueuegetstoolong.Asyoupreparecrosstrainingplans，youneedtoconsiderboththepanybenefitsandtheemployeebenefits.Carefullyselecttheemployeestobecrosstrained.Somepeopleliketolearnnewthings.Somearemorefortablestickingtowhattheyknow.Dontdecidewhichemployeesarereadyforachangebasedontheirorperance.Crosstrainingistraininganemployeetodoadifferentjobinadifferentpany.答案FCrosstrainingisbeneficialnotonlymanagersbutalsoforemployees.答案TCrosstrainingcanapplytoalmostanypositionandalmostanyindustry.答案TWhenyoupre