26~30题：根据短文内容判断给出的语句是否正确，正确的写“T”，错误的写“F”，并将答案写在答题纸上。
Passage 2
Cross training is training an employee to do a different part of the organization's work. Training worker A to do the task that worker B does and training B to do A’s task is cross t raining. Cross training is good for managers because it provides more flexibility in managing the workforce to get the job done. On the other hand, cross training has some benefits for the employees as well. It lets them learn new skills, makes them more valuable, keeps them stimulated and reduces worker boredom. Cross training can be used in almost any position in almost any industry.I cross trained some of my design engineers to go on field installation trips and get first hand knowledge of how their desi gns worked, or didn’t work, in the field. Cashiers can be trained to stock shelves and stockers trained to cashier. This allows you to quickly open additional registers if the customer queue gets too long. As you prepare cross training plans, you need to consider both the company benefits and the employee benefits. Carefullyselect the employees to be cross trained. Some people like to learn new things. Some are more comfortable sticking to what they know. Don’t decide which employees are ready for a change based on their age or performance.
26. Cross training is training an employee to do a different job in a different company. F
27. Cross training is beneficial not only for managers but also for employees. T
28. Cross training can apply to almost any position and almost any industry. T
29. Not all employees are suitable to be cross trained. T
30. You can decide which employees to be cross trained according to their age. F
四、翻译
31. I don’t know why he is late, he might have had an accident. 我不知道他为何迟到，可能遇上了事故
32. Stress around interviews is often influenced by our assumptions we make to ourselves about the process.我们自己对面试过程的揣测往往会影响面试压力。
33.Will you be involved in opening the new office?.你会参与开设新办公室的工作吗？
34. We should present data in tables or charts so that the report may not be boring with facts alone. 我们应该用表格或图表来呈现数据以便报告不因为仅有事实而枯燥乏味。
35. Angry customers tend to aim their dissatisfaction and complaints at staff members. 愤怒的顾客往往会把员工当做他们发泄不满和抱怨的目标。
二、词汇与结构
6. The enemy has strengthened their ______ position. defensive 敌人已经加强了他们的防御阵地。
7. More than 30 people ______ the position. applied for有30多个人申请这个职位。
8. You must ________ the annual certification of employment online within 15 days. submit 你必须15天内在网上提交每一年的工作证明。
9. Hiring the right employee ________ you ________ a thousand times over in high employee morale. pays…back
雇佣到一个好员工，公司将会在提升员工士气方面获得非常大的回馈。
10. He keeps on his focus on money. Making他一直重点是赚钱。
11. At the end of the day, you want all attendees _____ your event to remember this key message that you’ve spent a long time reinforcing. leaving
活动结束后，你希望所有的参加者离场后都会记得你曾经花了很长时间来强调的这个关键的信息。
12. Let’s ______ our plan.start 让我们开始我们的计划吧
13. I didn’t do ______ last week.Anything上次星期我什么都没有做。
14. . They have learned about ______ in recent years. hundreds of English words 他们最近这几年已经学习了几百个新单词。
15. We are under ______ to finish the task within such limited time. pressure 我们要在如此有限的时间内完成这项任务压力很大。
16. They promised the car for us. to repaired他们答应给我们修车。
17. When stating problems, we can make a _____ with those from last year. comparison当阐述问题时，我们可以与上年度存在的问题进行比较。
18. When reading the annual report, we should look out ______ the areas where the company did not comply with the regulations. for 当阅读年度报告时，我们应留心那些公司违反法规的情况。
19. If I _____ you, I _____ more attention to the independent auditors’ report and financial statements in the annual report.were; would pay如果我是你，我会更关注年度报告里的独立审计师报告和财务报表。
20. — Did the medicine make you feel better? — No. The more , I feel. medicine I take; the worse
—这个药有没有让你感觉好些？—没有。我越吃这个药，感觉越不好。
三、阅读理解
Passage 1
Successful and memorable events don’t just happen. Organizing and holding an event takes planning. Whether it’s an anniversar y, a sporting event or a retirement party, and no matter how much time you have, your event’s success is in the details.
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 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. Makin g a list will ensure you don’t overlook things.
Have a clear purpose. When you plan an event, you should clearly define its purpose, because the following decision should support it.
Do not clash. Check the calendar. Don’t clash with holidays or popula r 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’s time, plan for a more familiar affair. If it’s a big event, prepare several months ahead. If the budget is sm all, you may have to a lot of do-it-yourself work.
21. Which of the following statement is NOT true according to the passage?
Know the limitation means you should know the audience’s limitation.
22.Which is not the factor of holding a successful event? A invitation
23. According to the passage, what is the key factor to make your event successful? Details.
24. What is the best title for this passage? How to plan successful events.
25. What is the purpose of making list of details? Make sure not overlook things
26~30题：根据短文内容判断给出的语句是否正确，正确的写“T”，错误的写“F”，并将答案写在答题纸上。
Passage 2
Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.
1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.
2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.
3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.
4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.
5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.
You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.
26. Hotel customers and hotel staff think the same about breakfast. F
27. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. T
28. It’s not necessary to know about the customers’ needs and preferences. F
29. Questionnaires are useful in getting feedback from customers. T
30. Front-line staff have nothing to do with improving customer service. F
四、翻译31~35题：英译汉，从A、B、C三个选项中选出一个最佳答案，并将答案序号写在答题纸上。
31. A bad hire not just wastes your time and money, but also impacts the team spirit and company morale.
招聘到不合格的员工即浪费时间和金钱，而且还会影响整个团队精神和公司士气。
32. When you start a job, you must stick to it.一旦你开始了一件工作，你就得持之以恒。
33. In contrast to other countries, the U. S has no national college entrance exam.与其他国家相比，美国没有大学入学考试。
34. You can see many interesting things on your way.一路上你能看见许多有趣的事情。
35. As a general rule, it is b etter to focus on the content of a presentation as a means of attracting your audience’s attention.
一般而言，最好把重点放在讲解的内容上，借此来吸引观众的注意。
最新国家开放大学《管理英语（2）》形成性考核册参考资料 《管理英语（2）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。 作业1 一、交际用语（共计 10 分，每小题 2 分） 1-5 题：选择正确的语句完成下列对话，并将答案序号写在题前括号内。 1. - I was worried about my math, but Mr. White gave me an A. - . A. That’s an easy course. B. Congratulations! C. Mr. White is very good. 2. - Hi, Helen, I’ll have an interview tomorrow. I’m afraid I can’t make it. - . A. Sure, you can. Take it easy. B. I’m sorry to hear that. C. That’s all right. 3. 一 Should I leave earlier tomorrow morning? - . A. Yes, it’s better to leave earlier to avoid the morning traffic. B. Yes, you will. C. No, you won’t. 4. 一 How do you think of the theme of our event? - . A. It’s pretty good. B. I feel so sorry about that. C. I’d like to have some tea. 5.- . 一 It will be held on the 3rd floor of Shakiraton Hotel. A. When will you give a speech? B. Does your speech still go on? C. What is the address of your speech? 二、词汇与结构（共计 30 分，每小题 2 分） 6-20 题：阅读下面的句子，从 A,B、C 三个选项中选出一个能填入空白处的正确选项，并将答案序号写在题前括号内。 6. He was alwaysin sharing his enormous knowledge. A. generous B. generation C. generate 7. His action is alwayswith his words. A. constant B. continuous C. consistent 8. - Can you go skating with us this afternoon? 一 Sorry， I can’t. Itake care of my little sister at home. A. could B. may C. have to 9. - Whose textbook is this? - ItJohn’s. It has his name on it. A. can’t be B. must be C. might be 10. I’m writing toa position as a computer engineer in your company. A. thank for B. wait for C. apply for 11. You can try these methods to keep your interview anxietycontrol. A. under B. on C. with 12.a company really wants is a candidatehas the right skills.
2020年最新电大《管理英语4》形成性考试题库 一 1. [单选题]交际用语:-Wow! This is a fantastic project! I’ve never known you’re so creative. - A. Don't mention it. B. Great, I dare to say lam a talent. C. Thanks for your compliments. 2.[单选题] 交际用语: -Is it possible for you to work out the plan tonight? - A. I’ll do that. B. I think so. C. I'd love to. 3. [单选题]交际用语:- -I'd like to have this film developed. A. What's it? B. May | help you? C. What do you want? 4. [单选题]交际用语:-Could I borrow your CD of English songs? - A. No, | am not available. B. I'm sorry. It's not at hand now. C. It's very kind of you. D. Thank you very much. 5. [单选题]交际用语: -You'd better not push yourself too hard. You can turn to the team for help. - A. You are right. B. No, we can't do that. C. I think it will kill our time. 6. [单选题]选择填空: I like to think . I am always the one finding new ways to a situation or challenge. (2分) A. outside of the box B. of the box C. inside of the box 7.[单选题]词汇语法: The responsibilities in handbook that managers have to be concerned with efficiency and effectiveness in the work process.
电大管理英语2形考 答案全
自测一 题目：－How’s your mother doing? 答案：She is very well 题目：— Do you mind if I record your lecture?— _________________. Go ahead. 答案：Not at al 题目：— I was worried about my math, but Mr. White gave me an A. 答案：Congratulations! 题目：—Can you go skating with us this afternoon? 答案：have to 题目：—I’m terribly sorry that I’ve spilled some coffee on the table. 答案：It doesn’t matter 题目：—Would you like to go to the concert with us? 答案：I wish I could 题目：―Whose textbook is this? ―It _______ John’s. It has his name on it. 答案：must be 题目：He is ________ this company. 答案：in charge of 题目：He says what he thinks and does what he wants to do, ________ other people’s feelings. 答案：regardless of 题目：He was always ______ in sharing his enormous knowledge. 答案：generous 题目：His action is always ______ with his words． 答案：consistent 题目：More than 30 people ______ the position. 答案：applied for 题目：One day, our dreams will ____________ reality. 答案：turn into 题目：The enemy has strengthened their ______ position. 答案：defensive 题目：We think that Smith should be told about his ______ condition as soon as possible. 答案：physical 二、翻译：从以下A、B、C三个选项中选出与英文最适合的中文翻译。 子问题 1：C; 子问题 2：C; 子问题 3：A; 子问题 4：B; 子问题 5：A 二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。 The houses we live in are very {A. expensive; B. important; C. huge}. They keep us from being 子问题 1：B. important; 子问题 2：C. where; 子问题 3：A. care for; 子问题 4：B. sizes; 子问题 5：C. built
自测一 题：－How’s your mother doing 答案：She is very well 题：—D o you m ind if I record your lecture—. Go ahead. 答案：Not at al 题：— I was worried about my math, but Mr. White gave me an A. 答案：Congratulations! 题：—Can you go skating with us this afternoon 答案：have to 题：—I’mterribly sorry that I’ve spilled some coffee on the table. 答案：It doesn’t matter 题：—Would you like to go to the concert with us 答案：I wish I could 题：―Whose textbook is this ―It John’s. It has his name on it. 答案：must be 题：He is this company. 答案：in charge of 题：He says what h e thinks and does what h e wants to do, other people’s feelings. 答案：regardless of 题：He w as a lways in sharing his enormous knowledge. 答案：generous 题：His a ction i s a lways with h is words．答案：consistent 题：More than 30 people the position. 答案：applied for 题：One day, our dreams will reality. 答案：turn into 题：The e nemy h as s trengthened their position. 答案：defensive 题：We think that Smith s hould be told about his condition as soon as possible. 答案：physical 二、翻译：从以下A、B、C三个选项中选出与英文最适合的中文翻译。 子问题1：C; 子问题2：C; 子问题3：A; 子问题4：B; 子问题5：A 二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。
最新国家开放大学《管理英语（1）》形成性考核册参考资料 《管理英语（1）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。 作业1 一、交际用语（共计 10 分，每小题2分） 1-5 题：阅读下面的小对话，选择恰当的答语。 1.-Hello, I’m David Chen. Nice to meet you. - . A. Are you? B. Nice to meet you, too. C. Very nice. 2.-It’s rather cold in here.Do you mind if I close the window? - . A. No, go ahead. B. Yes, please. C. Sure, please. 3. - May I use your hike for a moment? - . A. It doesn’t matter. B. By all means. C. I have no idea. 4. -？ - My mother is retired. My father is a manager. A. What are your parents doing right now B. Do your parents still work C. What do your parents do 5. - Hey, Derek, which do you think is harder to learn, marketing or designing? - . A. It is the best design I have ever seen. B. Personally, I think designing is more difficult. C. I like it very much. 二、词汇与结构（共计划分，每小题2 分） 6-20 题：阅读下面的句子，从A 、B、C三个选项中选出一个能填入空白处的最佳选项。 6.People here usually each other by their first names instead of family names. A. call B. work C. hear 7. - What is your job? -I’m accountant. A. a B. an C. I 8.Don’t be afraid ask a lot of questions. A. of B. to C. on 9. Smile a lot and be friendly as possible to everyone you meet. A. very B. so C. as 10.Keeping eye contact makes the other person welcome and comfortable. A. feel B. to feel C. feeling 11. Professor Smith promised to look my paper,that is, to read it carefully before the defense.
电大本科《管理英语II》小抄收集 由于管理英语是从开放英语中单独分类出的一门英语课程，相关资料内容较少，为了方便电大同学使用我将能找到的资料汇编为此题册，供大家使用 第一部分交际用语 Afternoon, sir. Where to? -- A. Please get me to the airport Afternoon, sir. Where to?(A) A. Please get me to the airport Are you sure about that? — D. Oh, yes. I’m absolutely positive Are you sure about that? (D) D. Oh, yes. ‘m absolutely positive Can I help you to get it down? —C. Thanks. It’s so nice of you Can I help you to get it down? (C) C. Thanks. Its so nice of you Can you turn down the radio, please? －A. I’m sorry, I didn’t realize it was that loud Could you tell me where Mr. Lake is?(B) B. At the office David, you've been losing your temper over nothing lately.(C) C. I’m sorry. I shouldn’t have blown up like that Do you like watching football matches?(D) D. Football? No. It's a waste of time Do you think the exam will be put off?(C) C. Not likely Excuse me, I didn't mean to bother you.(C) C. That's quite all right Excuse me, would you lend me your calculator?(A) A. Certainly. Here you are Hello, could I speak to Don please? --B. Who’s speaking Hello, could I speak to Don please?(D) D. Who's speaking Hello, could I speak to Don please?(D) D. Who’s speaking Hello, may I talk to the headmaster now?－C. sorry, he is busy at the moment Hello, Sally. How’s everything?(D) D. Just so-so Ho’s the movie? Interesting?(C) C. Far from. I should have stayed home watching TV How’s the movie? Interesting? — C. Far from. I should have stayed home watching TV How’s the movie? Interesting? —B Far from. I should have stayed home watching TV Hurry up. The lecture begins at 2:00.(A ) A. Don't worry. We've got 20 minutes I don’t like the spots programs on Sundays.(B) B. Neither do I I have an appointment with Dr. Johnson. --C. Please wait for minute. He is busy now I have an appointment with Dr. Johnson.(C) C. Please wait for minute. He is busy now I haven't seen Belly for 10 years.(B) B. Neither have I I think the Internet is very helpful. -- A. Yes, so do I . I think the Internet is very helpful.-- A . A. Yes, so do I I think the Internet is very helpful.(A) A. Yes, so do I I wonder if you could help me.( D) D. Of course I’m trying to call Marie, but there’s no answer. — D. Really? Maybe she’s out I’m trying to call Marie, but there’s no answer.(D). D. Really? Maybe sh’s out In my opinion, you’d better take a couple of days off.(A) A. I’ll take your advice Is this the motel you mentioned? — B. Yes, it’s as quiet as we expected Is this the motel you mentioned? —A. Yes, it’s as quiet asweexpected Is this the motel you mentioned?(B) B. Yes, I’s as quiet as we expected I've ordered pizza and salad. What else do you want?(C) C. A beer is fine for me. I'm not hung Let’s take a walk. -- C.Yes,please Let’s take a walk. (A) A. Yes, let’s May I help you, madam?(D) D. Yes, I'd like 2 kilos of oranges
国开（中央电大）专科公共课《管理英语2》网上形考试题及答案 单元自测 1 试题及答案 题目为随机，用查找功能（Ctrl+F ）搜索题目 题目：－How' s your mother doing She is very well 题目：—Do you mind if I record your lecture —_________________ . Go ahead. Not at al 题目：—I was worried about my math, but Mr. White gave me an A. Congratulations! 题目：—Can you go skating with us this afternoon —Sorry, I can ' t. I __________ take care of my little sister at home. have to 题目：—I ' m terribly sorry that I ' ve spilled somecoffee on the table. It doesn ' t matter
题目：—Would you like to go to the concert with us —__________________ , but I ' ve promised to help Jim with his Chinese. Thank you all the same. I wish I could 题目：― Whose textbook is this ——It _____ John ' s. It has his name on it. must be 题目：He is _______ this company. in charge of 题目：He says what he thinks and does what he wants to do, __________ oth er people ' s feelings. regardless of 题目：He was always _____ in sharing his enormous knowledge. generous 题目：His action is always _____ with his words ． consistent 题目：More than 30 people _____ the position.
2020年最新电大《管理英语2》形成性考试题库 一 1.[单选题] -Let's make plan first for our events, shall we? - A. Yes, we do. B. 0K, let's do it. . C. I'd like to. 2. [单选题]-How do you think of the theme of our event? A. It's pretty good. B. I feel so sorry about that. C.I’d like to have some tea 3. [单选题]交际用语: - -My name is Helen, and I was born in 1980. My major was electrical engineering. A. Tell me your name, please. B. Tell me a little bit about yourself, please. C. Tell me how old you are, please. 4. [单选题]交际用语:一How's your mother doing? - A. She is very well. B. She is very kind. C. She is doing shopping now. 5. [单选题] - I'm terribly sorry that I've spilled some coffee on the table. - A. I don't care. B. It doesn't matter. C. don't be sorry 6. [单选题]词汇与结构: I would rather ( ) two weeks earlier. (2分) A. you should come here . B. you came here C. you had come here 7. [单选题]词汇与结构: More than 30 people( )the position. (2分) A. applied for B. applied to C. applied in 8. [单选题]词汇与结构:The Jiahe Community Service Center is about to ( ) service for residents. A. provided
管理英语2期末试题 一交际用语 1.—I’m terribly sorry that I’ve spilled some coffee on the table. —___It doesn’t matter______________. 2.—Hi,Helen, I’ll have an interview tomorrow.I’m afraid I can’t make it. — Sure, you can. Take it easy. 3.—How’s your mother doing? —___She is very well_____. 4. —I was worried about my math, but Mr. White gave me an A. —___Congratulations!______________ 5. —Your plan is perfect and I believe that it will be a great success . —____Thank you very much____________ 6. — How soon will you finish our annual report ? — It will take at least two weeks. 7. —Would you like to go to the concert with us? — ________I wish I could_________, but I’ve promised to help Jim with his Chinese. Thank you all the same. 8. — How do you think of the theme of our event? — _______It’s pretty good._________ 9. —Hello, is that service center? The elevator of our apartment doesn’t work.—Sorry, I’ll have it checked out at once. 10. —Any suggestions for the project? — I advise you to put more hands in this project. . 11. — Our company is doing a customer service questionnaire .May I take you a moment? — By all means. 12. — Can you stay here longer? —I’d love to, but I have to be back tomorrow. 13. —Should I leave earlier tomorrow morning? —Yes, it’s better to leave earlier to avoid the morning traffic. 14. — I am sorry. Now what were we talking about? — You were saying that you used to be a teacher. 15. —_ What books would you recommend? _ —It might be a good idea to read some simplified books first. 16. —Would you mind answering some questions about your annual report? No, as long as it doesn’t take long 17. —What do you think of your mother’s advice? It doesn’t fit us, actually 18. —Good morning, Sunshine Community Center! May I help you? I need a plumber to repair the water pipe in my kitchen 19. —What starting salary do you expect? I'd like to start at ￥5000 a month. 20. —Would you mind filling the questionnaire for me? No problem. Just give me your questionnaire. 21— What is the address of your speech? — It will be held on the 3rd floor of Shakiraton Hotel. 22.— Do you mind if I record your lecture?— Not at all. Go ahead. 23.— Tell me a little bit about yourself, please. . -My name is Helen, and I was born in 1980. My major was electrical engineering. 24.—Why do you look unhappy. What’s the matter? —I’m rather disappointed with the poor quality of the radio I’ve just bought. 25.—Let’s make plan first for our events, shall we? —OK, let’s do it.
自测一 题目:－Ｈow’ｓｙour mｏｔher dｏｉng？ 答案：Sｈｅis veｒy ｗell 题目:—Do ｙou minｄif I record your leｃture?—_________________、Go aｈe ａd、 答案：Not ａt al 题目：- I waｓworｒｉed ａbout my ｍath, buｔMr、Wｈｉｔe gaｖe me aｎＡ、 答案：Coｎgraｔuｌations! 题目:—Can ｙou go ｓkａting with us ｔｈiｓaｆteｒnooｎ？ 答案:haｖe tｏ 题目:—I’m ｔerriblｙsｏｒｒｙthat I’ve spilled some ｃoffeｅｏn thｅｔa ｂle、 答案：It ｄoｅsn’ｔmatter 题目:—Wｏｕｌd yｏu like ｔo gｏto the cｏｎcert ｗiｔh us？ 答案：Ｉwｉsh Ｉｃould 题目：―Whose ｔexｔｂook ｉｓtｈis? ―Ｉt _＿_＿__＿John's、It ｈas his nam ｅｏn ｉt、 答案：must be 题目：Ｈe is ______＿_ thｉs paｎy、 答案：in chargｅof 题目：Ｈｅsays what hｅtｈｉnkｓａnd does wｈaｔhe wａnｔs ｔo dｏ，__＿_＿___ oｔhｅr peoｐle’s feｅlings、 答案:reｇａrdlｅsｓof 题目：He was aｌｗays ___＿_＿ in sharing hｉs enｏrｍｏus kｎowｌedge、 答案：geneｒous 题目：Hｉｓaｃtｉｏn is alwaｙs ＿__＿＿＿ｗiｔh hiｓｗoｒｄs. 答案：consiｓtｅnt 题目：More thａn 3０pｅople _____＿the poｓitiｏn、 答案：ａｐpｌiｅｄfor 题目:Ｏne day, oｕr dreams wｉlｌ＿＿＿＿________ reality、 答案:turn into 题目:Tｈe enｅmｙhaｓｓtrengthｅnｅd their __＿__＿posiｔioｎ、 答案：defenｓive 题目：We thｉnk ｔｈat Smiｔh ｓhｏulｄbe told abouｔhiｓ＿___＿_ coｎd ｉtioｎas ｓooｎas ｐoｓsible、 答案：physｉcaｌ 二、翻译：从以下A、B、C三个选项中选出与英文最适合得中文翻译。 子问题1：Ｃ；子问题２:Ｃ；子问题３:Ａ；子问题4：Ｂ; 子问题5：Ａ 二、阅读理解：阅读下面得短文,根据文章内容从Ａ、B、C三个选项中选出一个最佳选项。Tｈe houses we ｌivｅiｎare very ｛Ａ、expensiｖe; B、ｉmｐorｔant; C、hｕge｝、They keep ｕs from ｂeing 子问题1：B、iｍｐortanｔ; 子问题2:C、wｈere；子问题3:A、caｒｅｆoｒ；子问题４:Ｂ、sizes; 子问题5：C、buiｌt 二、阅读理解：阅读下面得短文,根据文章内容从A、B、Ｃ三个选项中选出一个最佳选项。
3938国开电大管理英语2历年期末考试（第三题阅读理解选择题）题库「排序版」>3938国开电大管理英语2历年期末考试(第三题阅读理解选择题)题库[排序版] [试题]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. 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月试题] 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. Make 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 within 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.
国家开放大学 试卷代号：3938 国家开放大学2 0 1 9年秋季学期期末统一考试 管理英语2试题 2020年1月 注意事项 一、将你的学号、姓名及分校（工作站）名称填写在答题纸的规定栏内。考试结束后，把试卷和答题纸放在桌上。试卷和答题纸均不得带出考场。监考人收完考卷和答题纸后才可离开考场。 二、仔细读懂题目的说明，并按题目要求答题。答案一定要写在答题纸的指定位置上，写在试卷上的答案无效。 三、用蓝、黑圆珠笔或钢笔答题，使用铅笔答题无效。 四、考试时间为60分钟。 一、交际用语（共计10分，每小题2分） 1-5题：选择正确的语句完成下面对话，并将答案序号写在答题纸上。 1.-Good morning，Sunshine Community Center! May I help you? -______ A. I’d like to book one air ticket. B. I’m glad to introduce myself to you. C. l need a plumber to repair the water pipe in my kitchen. 2. -How’s your mother doing? -______ A. She is very well. B. She is very kind. C. She is doing shopping now 3. -______ -My name is Helen，and I was born in 1980. My major was electrical engineering. A. Tell me your name，please. B. Tell me a little bit about yourself，please. C. Tell me how old you are，please. 4. -Any suggestions for the project? -______ A. I need your advice on it. B. I advise you to put more hands in this project. C. Thanks for your suggestions. 5. - Hi，Helen，1’II have an interview tomorrow. l’m afraid I can’t make it. -______ A. Sure. you can. Take it easy. B. I’m sorry to hear that. C. That’s all right.