国开(中央电大)专科《管理英语2》网上形考(单元自测1至8)试题及答案模板 说明：课程代码：04018； 48页

国开(中央电大)专科《管理英语 2》网上形考(单元 自测 1 至 8)试题及答案模板 说明：课程代码：04018； 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？ —_____________________. [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？ —Sorry, I can’t. I ________ take care of my little sister at home. [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？ — _________________, but I’ve promised to help Jim with his Chinese. Thank you all the same. [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。 1. Thank you so much for your generous hospitality. A. 真 的非常感谢您的帮助。 [答案]B. 非常喜欢这里宜人的环境。 C. 非常感谢您的盛情款待。 2. A true friend is someone who reaches for your hand and touches your heart. A. 一个真实的朋友就是能伸出他的手触碰 你心灵的人。 B. 一个真实的朋友就是能伸出他的手理解你心灵的人。 [答案]C. 真正的朋友是一个可以援手帮助并感动你心扉的 人。 3. I don’t know why he is late, he might have had an accident. [答案]A. 我不知道他为何迟到，可能遇上了事故。 B. 我不知道他为何没有迟到，很有可能遇上了事故。 C. 我不知道他为何迟到，一定是遇上了事故。 4. They are willing to understand their partner’s position first before trying to get understood. A. 在得到合作对方理解后，他 们才愿意理解合作伙伴的立场。 [答案]B. 在得到合作对方理解前，他们愿意先理解合作伙伴 的立场。 C. 他们愿意去了解对方的立场但必须先想明白。 5. The more familiar interviewing feels to you, the less anxiety you will feel with the process. [答案]A. 你对面试越熟 悉，在面试过程中你的焦虑就会越少。 B. 面试中熟人多，面试过程中你焦虑也会少。 C. 你熟悉面试多一点，面试中的麻烦就会少一点。 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 【[答案]B. important】. They keep us from being cold in the winter and hot in the summer. In the winter they keep out of the snow. They also keep out the wind. Even if it is blowing outside, we are nice and warm inside. In the summer houses keep the hot sun from us. When it rains, they keep us from getting wet. Houses are also places 【[答 案]C. where】we feel safe. People can’t get at us or our things. Houses give us a place to be together with our families and friends. Mothers and fathers 【[答案]A. care for】 their children there. The children play there. The family eat and sleep under the same roof. Houses are different in many ways. They are made of different things. Some houses are made of wood. Some are made of stones. Sometimes more than one thing is used to make a house. Houses come in different 【[答案]B. sizes】. Some houses have only one room. Some houses have more than one room. Big buildings found in cities have a great many rooms. They hold many families. The rooms in which each family lives are called an apartment. Houses are different in the ways they are 【[答案]C. built】. Houses in tropic countries can be lightly built. In places where it rains much of the time, houses must keep out the water. take care (注意，当 心，留心) 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。 There are more ants than any other kinds of land animals in the world. They range from 0.1 to 1 inch long and are usually yellow, brown, red, or black. Ants live in societies in which they depend on one another. The societies are not all exactly the same because there are ants of very many kinds. But in general, each kind has ants of three main types： queens, males, and workers. The ants have a good many enemies. They include birds, bears and ant eaters of various kinds. In some cases other ants are their worst enemies, as man’s enemy is man. In some parts of the world, red ants march in large armies to attack the homes of black ants. Some of them succeed in getting inside of the tunnels of black ants, whose entrances have been blocked. They try to carry the black ant babies away. The black ants do all they can to prevent that. They send their biggest soldiers into action. Very many of the red ants soldiers are killed but some escape with babies belonging to the black ants. The red ants take the babies home and bring them up. They become the only workers for the red ants. Ants as a group are beneficial to humans. Their tunnels mix and soften the soil, in some places replacing the activity of earthworms. Some of ants are harmful to humans. For example, the fire ant, which has a painful bite, is a serious pest to humans and domestic animals in many parts of the world. 1. Which kind of ants is not regarded as the main types of ants in general？ [答案]B. Soldier ants. 2. According to the passage, what do we learn about the ants’ enemies？ [答案]A. They are of many kinds. 3. The red ants attack the black ants’ home because. [答案]C. they don’t have workers of their own 4. According the passage, which of the following statements is TRUE？ [答案]C. Ants are useful to human on some conditions. 5. The main purpose of the passage is to. [答案]A. explain some information about ants 二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确 写 T 错误写 F。 GOOD COMMUNICATION SKILLS - KEY TO ANY SUCCESS Good communication skills are the key to success in life, work and relationships. Without effective communication, a message can turn into error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly delivered. THE STEPS FOR GOOD COMMUNICATION SKILLS： 1. Know what to say. Understand clearly the purpose and intent of your message. 2. Know how to say. Begin by making eye contact, which shows confidence. Then pay attention to your body language. 3. Listen. After you’ve finished talking, you should stop, listen, and look for feedback and clues of comprehension. 4. Reach understanding. To communicate well is to understand and be understood. MORE TIPS FOR DEVELOPING GOOD COMMUNICATION SKILLS： 1. The better you are able to express yourself, the better your ability to communicate. 2. Practice your listening skills. Be considerate of other speakers by waiting until they are done before stating your views. 3. Learn to understand and appreciate different views by being open-minded. It will in turn, gain you more cooperation and understanding. 4. Avoid trying to communicate when in an emotional state. Take time to consider your position through before speaking. When you take the time to develop good communication skills, it means you open yourself up to better relationships, more career opportunities, and increased self-confidence. Moreover, you reach higher levels of mutual understanding and cooperation while successfully attaining your goals. 1. A message must be understood, interpreted or delivered correctly with communication. [答案]F 2. When you talk with others you can pay little attention to your body language. [答案]F 3. The better you are able to understand others, the better your ability to communicate. [答案]F 4. Before stating your opinions, you’d better let the speaker finish his or her talking first. [答案]T 5. Don’t argue or debate with others if you feel angry or displeased. [答案]T 单元自测 2 试题及答案 题目为随机，用查 找功能（Ctrl＋F）搜索题目 [题目] Hiring a good employ may cost much money and time, _______, it can win much more for the company in future. [答案]however [题目]________ a company really wants is a candidate ________ has the right skills. [答案]What…that [题 目]—_____________________________________. — My name is Helen, and I was born in 1980. My major was electrical engineering. [答案]Tell me your name, please. [题 目]—_____________________________________？ — I have worked for IBM for 3 years. [答案]What is your working experience？ [题目]— Hi, Helen, I’ll have an interview tomorrow. I’m afraid I can’t make it. — [答案]Sure, you can. Take it easy. [题目]—May I ask you why you left the former company？ —______________. [答案]Because I want to change my working environment and seek new challenges. [题 目]—What starting salary do you expect？ —______________. [答案]I＇d like to start at ￥5000 a month. [题目]Hiring the right employee ________ you ________ a thousand times over in high employee morale. [答 案]pays…back [题目]I’m writing to ________ a position as a computer engineer in your company. [答案]apply for [题目]The candidate should dress in a manner that is appropriate to the position ________ he is applying. [答案]for which [题目]These tips may help you avoid ________ bad employees for your company. [答案]hiring [题目]We should take the degree ________ account when we recruit a new secretary. [答案]into [题目]You also should send a resume ________ the employer know more information about you. [答案]to let [题目]You can try these methods to keep your interview anxiety ________ control. [答案]under [题目]You must ________ the annual certification of employment online within 15 days. [答案]submit 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。 1. The old saying practice makes perfect applies to interviewing too. [答案]B．古话熟能生巧对面试准备也是适用的。 2. A bad hire not just wastes your time and money, but also impacts the team spirit and company morale. [答案]B．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。 3. The more familiar interviewing feels to you, the less anxiety you will feel with the process. [答案]A．你对面试越熟 悉，在面试过程中你的焦虑就会越少。 4. Stress around interviews is often influenced by our assumptions we make to ourselves about the process. [答 案]C．我们自己对面试过程的揣测往往会影响面试压力。 5. We can’t possibly get the work done by October. [答案]A. 十月份前我们不可能做完这项工作。 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。 Stress around interviews is often influenced by our assumptions we make to ourselves about the process. Countering anxiety-provoking thoughts can help to lower levels of anxiety. I just messed up that answer, and there’s no hope. One poor answer normally does not knock a candidate out of consideration. An interview is like a test, getting an 85 or 90 might be good enough to get the job. Visualizing success 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 anxiety around interview is excessive, you might consider seeing a doctor to develop effective countermeasures. 1. What often influences the stress around interviews according to the passage？ [答案]B. Anxiety-provoking thoughts 2. Does one poor answer in an interview influence a candidate to get a job？ [答案]B. No. 3. Can imagining success help a candidate to lower levels of anxiety？ [答案]A. Yes. 4. How can we reduce our stress around interviews？ [答案]A. Breathe deeply 5. When should we go to see a doctor according the author？ [答案]C. When we have too much stress around interview. 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 old saying practice makes perfect applies to interviewing too. Conduct practice interviews with a friend or family member, and ask for their feedback. You can also record or videotape your responses 【[答案]A. so】 you can review your answers and check your body language. Prepare answers to commonly 【[答案]C. asked】 interview questions. Doing so will help you analyze your background and qualifications for the position. Also prepare a list of questions you want to ask the interviewer. Remember, you aren＇t【[答 案]B. simply】 trying to get the job - you are also interviewing the employer to assess 【[答案]C. whether】 this company and the position are a good fit for you. The more you practice, the more self-assured you will feel walking in to the interview. Your answers will feel natural, and interviewers will be impressed by your 【[答案]B. confidence】. 二、阅读理解：阅读下面的短文， 根据文章内容进行判断，正确写 T 错误写 F。 Hiring the right employee is a challenging process for a company. A bad hire not just wastes your time and money, but also impacts the team spirit and company morale. A good hire, however, pays you back in employee productivity, successful employment relationship, and business culture enhancement. Here are certain rules that you can use to select the right employee. Design an effective advertisement. A clearly targeted ad attracts qualified candidates and discourages others. You can make your ad more effective with a precise and specific job description. Ask the right job interview questions. The purpose of the interview is to find out if the candidate is a strong fit to your business. By using a sequence of particularly designed questions, you are able to get a true picture of your potential employee. Check backgrounds and references. Background checking helps you reduce risks and improve the overall quality of hire. You need to verify that all the presented, credentials, skills, and experience are actually possessed by your candidate. 1. Hiring the wrong employee is expensive, costly to a company, and time consuming. [答案]T 2. A company has to spend a lot of money hiring a right employee. [答案]F 3. An advertisement with a clear target will make all candidates lose courage. [答案]F 4. Well designed interview questions can help you know more about the candidates. [答案]T 5. Work experience is one of the primary things for an employer to verify in background checking. [答 案]T 单元自测 3 试题及答案 题目为随机，用查找功能（Ctrl＋ F）搜索题目 [题目] ______ you prepare cross training plans, you need to consider both the company benefits and the employee benefits. [答案]As [题 目]—_________________________________. —Everything is going smoothly. [答案]How is everything going？ [题 目]—_________________________________. —In total, it should be about 15,000 RMB for the three-daytraining. [答 案]How much have you budgeted for the training？ [题 目]—_________________________________. —It might be a good idea to read some simplified books first. [答案]What books would you recommend？ [题目]—Any suggestions for the project？ —_________________. [答案]I advise you to put more hands in this project. [题目]—Should I leave earlier tomorrow morning？ —_________________. [答案]Yes, it’s better to leave earlier to avoid the morning traffic. [题 目]According to theirfeedback sheets, the participants are all _____with the training. [答案]satisfied [题目]American young people would rather ______ advice from strangers. [答案]get [题目]Anyone who has worked here for over three years is for sick pay. [答案]eligible [题目]Does his absence to your work？ [答案]make a difference [题目]How many players does a baseball team？ [答案]consist of [题目]Participants have _____the Productivity Analysis Worksheet. [答案]completed [题目]The training is _____positive results on the job they are presently _____. [答案]bringing about, doing [题目]We need to carry out a proper of the new system. [答案]evaluation [题 目]Write the telephone number down you forget. [答案]in case 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。 1. By the following week, when he’s on his own, he feels he has a pretty good idea of what he needs to do, and how to go about it. [答案]C. 到第二个星期，当他独立工作的时候，他感到 对于自己需要做什么以及如何开始做非常清楚。 2. We can’t possibly get the work done by October. [答案]A. 十月份前我们不可能做完这项工作。 3. When you start a job, you must stick to it. [答案]A. 一旦 你开始了一件工作，你就得持之以恒。 4. Will you be involved in opening the new office？ [答案]B. 你会参与开设新办公室的工作吗？ 5. They have disagreement on the plan of celebrating the founding of the community. [答 案]B. 他们对庆祝公司成立的方案有异议。 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。 PPHC and Gooseneck 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. Elainehas accepted a job with PPHC. 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 tocolleagues, 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, worried about what she’ll do or say when she meets them. Mark has a degree similar to Elaine’s, and has just been hired by Gooseneck. On his first day, he learns thathis 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 other staff members, and gets some direct instruction from them. By the following week, when he’s on his own, he feels he has a pretty good idea of what he needs to do, and how to go about it. And he knows that his training will continue. Which situation would you rather be in, being thrown into the thick of things with no trainingor being trained to preparefor the work you’re going to do？ 1. What are PPHC and Gooseneck？ [答案]C. They are two organizations that do similar community work. 2. Which degree does Elaine have？ [答案]A. Psychology degree. 3. Which of the following statements is TRUE according to the passage？ [答案]B. Markhas a clear idea of his job after the training. 4. How is Mark trained to be prepared for his work？ [答案]C. Both A and B. 5. What is the main idea of the passage？ [答案]A. The importance of training. 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。 Want to keep your staff motivated about learning new concepts？ The quality and variety of the employee training you provide are keys for motivation. Reasons to【[答案]A. offer】 employee training are many, from new-hire operational training to introducing a new concept to a work group to installing a new computer system. 【[答案]C. Whatever】 your reason for conducting an employee training session, it’s critical to develop the employee training within the framework of a comprehensive, ongoing and consistent program.This employee training program is essential to keep your staff motivated about learning new concepts and【[答案]B. ultimately】 keep your department profitable. A complete employee training program includes a formal new hire training program with an overview of the job expectations and performance skills【[答案]B. needed】 to perform job functions. A new hire training program provides a fundamental understanding of the position and how the position fits within the organizational structure. Another aspect of a comprehensive employee training program is continuing【[答 案]C. continuing】 education. This is an important function in order to keep all staff members current about policies, procedures, and the technology. 二、阅读理解：阅读下面的短 文，根据文章内容进行判断，正确写 T 错误写 F。 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 training. 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 designs 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. 1. Cross training is training an employee to do a different job in a different company. [答案]F 2. Cross training is beneficial not only for managers but also for employees. [答案]T 3. Cross training can apply to almost any position and almost any industry. [答案]T 4. Not all employees are suitable to be cross trained. [答案]T 5. You can decide which employees to be cross trained according to their age. [答 案]F 单元自测 4 试题及答案 题目为随机，用查找功能（Ctrl＋ F）搜索题目 [题目]______ the feedback is very helpful for planning future meetings and events. [答案]Getting [题 目]—__________________________ ？ — It will be held on the 3rd floor of Shakiraton Hotel. [答案]What is the address of your speech [题目]— How do you think of the theme of our event？ — ________________. [答案]It’s pretty good. [题 目]— Let’s make plan first for our events, shall we？. — ________________. [答案]OK, let’s do it. [题目]— What kind of event are you going to plan？ —________________. [答案]A birthday party for my brother. [题目]— Your plan is perfect and I believe that it will be a great success . —________________. [答案]Thank you very much. [题目]Are you familiar ______the saying, it’s not what you know, but who you know？ In event planning, networking is key! [答案]with [题目]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. [答 案]leaving [题目]He keeps on his focus on______ money. [答 案]making [题目]Let’s ______ our plan. [答案]start [题目]The success of our event is____ to the sponsor. [答案]related [题 目]They have disagreement __the plan of celebrating the founding of the community. [答案]on [题目]This involves ______ the high-level reasoning behind your intentions for the event. [答案]identifying [题目]We should keep in mind______ the feedback is very helpful for planning future meetings and events. [答案]that [题目]Your long-term success in event planning will be based______ the experience you had. [答 案]on 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。 1. Whether it’s an anniversary, a sporting event or a retirement party, and no matter how much time you have, your event’s success is in the detail. [答案]A．不论是周年庆典、体 育赛事或者退休会，也不论你有多少时间，你的活动的成功 在 于细节。 2. They have disagreement on the plan of celebrating the founding of the community. [答案]B．他们对庆祝公司成立的方 案有异议。 3. You want all attendees leaving your event to remember this key message that you’ve spent a long time reinforcing. [答 案]A．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。 4. This involves identifying the high-level reasoning behind your intentions for the event. [答案]C．这就包括了弄明白你举办 次活动目的背后的高层次的推理。 5. I think what should be done is to create more job opportunities for students. [答案]A．我认为我们更需要为学生们 创造更多的工作机会。 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。 Successful and memorable events don’t just happen. Organizing and holding an event takes planning. Whether it’s an anniversary, 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. Making 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 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’s time, plan for a more familiar affair. If it’s a big event, prepare several months ahead. If the budget is small, you may have to a lot of do-it-yourself work. 1. Which of the following statement is NOT true according to the passage？ [答案]C. Know the limitation means you should know the audience’s limitation. 2. Which is not the factor of holding a successful event？ [答案]C. A invitation 3. According to the passage, what is the key factor to make your event successful？ [答案]B. Details. 4. What is the best title for this passage？ [答案]C. How to plan successful events. 5. What is the purpose of making list of details？ [答 案]A. Make sure not overlook things 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。 Successful events don＇t just happen - they＇re the result of 【[答案]B. planning】. The【[答案]A. bigge】the event, the bigger the plan. Just because Christian events are usually run by volunteers doesn＇t mean you can get away with less planning. The more effort you put in beforehand, the more successful your event will be. Here are the key issues you need to think about when planning your event. 1. Choose an event people want to come to. You don＇t want people coming to your event just because they＇re supporting their church. You want them to come because they want to be there, because the event is so compelling they can＇t afford to【[答案]C. miss】it.【[答案]C. Whether】 it＇s a concert or teaching event, a visiting speaker or a drama production, make sure the content will【[答案]B. appeal to】the people you expect to be there........... 二、阅读 理解：阅读下面的短文，根据文章内容进行判断，正确写 T 错误 写 F。 USE THESE 5 (OF 10) TIPS TO START YOUR EVENT PLANNING CAREER STEP 1 – Get experience and volunteer your time in different event services. There are so many aspects of events including, working for a graduation event, a sports competition, volunteering for nonprofits, and working for an established event planner. Your long-term success in event planning will be based on the experience you had.Make sure you have some solid skills in： * Verbal and written communications * Organization and time management * Negotiation and budget management * Creativity, marketing, public relations and more STEP 2 – Move into a position with some responsibility. Instead of just volunteering, become the fundraising chair for a nonprofit, become a catering manager, or take on a lead-planning role at an event planning company. STEP 3 – Are you familiar with the saying, it’s not what you know, but who you know？ In event planning, networking is key! Wherever you go, collect contact information for the people you meet. STEP 4 – Create an event album. Showcase your work with photos, booklets, and invitations of the events you’ve worked on. Organize each piece in a book to easily present your experience and event stories. Most people are visual so paint the picture for them! STEP 5 – While you’re gaining valuable event planning experience, you can also become a certified event planner. Join some training and try to get planner certification from some institutions. It’s also helpful to keep up with industry trends and establish contacts within the industry. 1. You can plan a success event if you have experience. [答案]F 2. You will move into a position with some responsibility only through volunteering. [答案]F 3. Networking is the key to event planning. [答案]T 4. Create an event album means taking photos in the event. [答案]F 5. You can become a certified event planner as well when you gain valuable event planning experience. [答案]T 单元自测 5 试题及答案 题目为随机，用查 找功能（Ctrl＋F）搜索题目 [题目]____ face-to-face interviews, questionnaires are cheaper for collecting data from a large number of respondents. [答案]Compared to [题 目]—_________________________________？ —Twice a week. [答案]How often do you use our company’s product [题 目]— Our company is doing a customer service questionnaire .May I take you a moment？ —________________. [答案]By all means [题目]— Thank you very much for answering our questions. It really helps our market research a lot. — _______________. [答案]It’s my pleasure. [题目]— What’s your view on our questionnaire？ —________________. [答案]First of all .We’d better change our question order. [题目]— Would you mind filling the questionnaire for me？ —________________. [答案]No problem. Just give me your questionnaire. [题目]Customers ______ refuse to filling the questionnaire are not permitted to buy the product. [答案]Who [题目]I’d like to_______ that the staff member who served me didn’t really seem to know what he was doing. [答案]point out [题目]Our company will _____the customers’ suggestions. [答案]respond to [题 目]Questionnaires are easy to _____. [答案]analyze [题 目]Questionnaires are not suitable_____ some people. [答 案]for [题目]The Jiahe Community Service Center is about to ______ service for residents. [答案]provide [题目]The quality of questionnaire will_____ how much information we know from our customers. [答案]affect [题目]Where are you used to____ vegetables？ [答案]buying [题目]You need to _____ those questionnaire papers for your company. [答案]hand out 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。 1. In a word, taking the time to develop a well-designed and participant-friendly questionnaire will give you useful data that can help you make the right decisions. [答案]A.总之，花时间去 制作一份精心设计和参与者友好的调查问卷将为你提供有用的 数据来帮助你做出正确的决定。 2. A new food market will be built in our community next month. [答案]C.下个月我们社区将新建一个菜市场。 3. I think what should be done is to create more job opportunities for students. [答案]A.我认为我们更需要为学生们 创造更多的工作机会。 4. In contrast to other countries, the U. S has no national college entrance exam. [答案]B.与其他国家相比，美国没有大学 入学考试。 5. On the last day of the old year, there is a family dinner. [答案]B. 在即将过去的一年的最后一天，会有一次家庭聚餐。 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。 Questionnaires can be a simple way to get to know your audience’s opinions. Though it is easy to write a questionnaire, you need a lot of skill and experience to write a good one. Luckily, good design skills can be learned in a short time. KEEP YOUR QUESTIONNAIRE SIMPLE AND VISUALLY ATTRACTIVE Keep your questionnaire short and simple. A short and simple questionnaire is more likely to be completed and returned. It is also important to make your questionnaire as attractive as possible. You should keep the following design elements in mind： TEXT： Choose a font style that is easy to read, and make sure the font size is large enough for your respondents to read. PARAGRAPHS： Long paragraphs can be daunting for readers, so try to keep your blocks of text to a handful of lines. WHITE SPACE： Ensure that there is space between questions and sections and don’t make margins too small. KEEP QUESTIONS BRIEF AND EASY TO UNDERSTAND brief and direct with your questions. Do not use any unnecessary words and phrases. Brief questions that use simple language are easy to read and understand, so the participants won’t find it difficult to fill in the questionnaire. MAKE SURE QUESTIONS ARE IN THE RIGHT ORDER You should start your questionnaire with general questions and then move to specific ones. Try to avoid jumping back and forth between general and specific questions. USE OPEN-ENDED QUESTIONS PROPERLY Open-ended questions mean respondents can answer freely using their own words. They can provide more detailed information, but they take more time and effort to answer and can be more difficult to analyze. You should not use too many open-ended questions in one questionnaire. In a word, taking the time to develop a well-designed and participant-friendly questionnaire will give you useful data that can help you make the right decisions. 1. The questionnaire contains following elements except？ [答案]C. Address 2. In order to keep your questionnaire visually attractive, you should______. [答案]C. Leave enough space between questions and sections. 3. You should start your questionnaire with _______ questions and then move to _______ ones. [答案]A. general, specific 4. What could be the best title for this passage？ [答案]A. Designing an Effective Questionnaire. 5. Which of the following statements is NOT correct？ [答案]B. Open-ended questions cannot provide more detailed information, so you’d better not use too many open-ended questions in one questionnaire. 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 qualities of a good questionnaire It should be noted that one does not start by【[答案]A. writing】 questions. Firstly. we have to decide ＇what are the things one needs to know from the respondent in order to meet the survey＇s objectives？＇【[答案]A. Secondly】，we should decide the target respondents. At the outset, the researcher must define the population about which he/she wishes to generalise from the sample data to be collected. Thirdly, we have to decide the question contents. opening questions should be general and easy to answer so that the respondents have the patience to finish next. and then we can offer some specific questions【[答 案]C. In order to】 get more data from the respondents. 【[答 案]B. In a word】.we couldn’t ignore the physical appearance of our questionnaires. If our questionnaires look like a mess. People would not be willing to 【[答案]A. help】 us answer our questions.... 二、阅读理解：阅读下面的短文，根据文章内容进 行判断，正确写 T 错误写 F。 QUESTIONNAIRES： ADVANTAGES &：DISADVANTAGES Every coin has two sides and questionnaires are no different. With questionnaires, the advantages outweigh the disadvantages. ADVANTAGES OF QUESTIONNAIRES Compared to face-to-face interviews, questionnaires are cheaper forcollecting data from a large number of respondents. Also, questionnaires are easy to analyze, and computer software can easily complete data entry and make tables for nearly all surveys. Questionnaires are familiar to most people as nearly everyone has had some experience completing one. Questionnaires reduce bias when there are no clues to affect the respondents. DISADVANTAGES OF QUESTIONNAIRES One main disadvantage of questionnaires is the possibility of low response rates which reduces our confidence in the results. Another disadvantage is they provide little flexibility for the respondents. What’s more, many times the respondent is not the same person you sent the questionnaire to. Finally, questionnaires are not suitable for some people. For example, a survey to a group of poorly educated people might not work because of reading problems. 1. The advantages of questionnaire are more than disadvantages. [答案]T 2. Questionnaire is the cheapest way for collecting data from respondents. [答案]F 3. Questionnaires have the advantage of being analyzed easily through the computer software. [答案]T 4. Questionnaire is suitable for everyone. [答案]F 5. The respondent is usually the same person you sent the questionnaire to. [答案]T 单元自测 6 试题及答案 题目为随机， 用查找功能（Ctrl＋F）搜索题目 [题目]— Can you stay here longer？ — ________, but I have to be back tomorrow. [答 案]I’d love to [题目]— Did the medicine make you feel better？ — No. The more________, ________I feel. [答案]medicine I take：the worse [题目]— How do you like living in Beijing？ —_____________. [答案]I love it. Beijing is such a beautiful city [题目]— I am sorry. Now what were we talking about？ —_____________. [答案]You were saying that you used to be a teacher [题目]— This jacket is so good. ________？ — It’s 200 yuan. I can give you special 20% discount on it. [答案]How much is it [题目]— What do you think of your mother’s advice？ —_____________. [答案]It doesn’t fit us, actually [题目]Her article is ____ in her class. [答案]the best [题目]I didn’t do ______ last week. [答案]anything [题目]I have coffee________ breakfast time. [答案]at [题目]I like cooking for my friends in______ free time. [答案]my [题目]I would rather ______ two weeks earlier. [答案]you had come here [题目]Look! __________. [答案]Here comes the bus [题目]The music________ like the singing of a bird. [答案]sounds [题 目]They have learned about ______ in recent years. [答 案]hundreds of English words [题目]You’d better have your hair _____ before going to your friend’s wedding. [答案]cut 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。 1. A man and his wife had a small restaurant near a station. [答案]C. 一个男人和他的妻子在靠近车站的地方开了家小饭馆。 2. On the last day of the old year, there is a family dinner. [答案]B. 在即将过去的一年的最后一天，会有一次家庭聚餐。 3. A few minutes later the doctor came out of his room for the third time. [答案]A. 几分钟后，医生第三次从他的房间走出 来。 4. You can see many interesting things on your way. [答 案]B. 一路上你能看见许多有趣的事情。 5. Having patience with your customers and with yourself will go a long way in winning over hostile customers. [答案]B. 对顾客和对自己有耐心将在赢得生气的顾客对你工作的支持方 面大有帮助。 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。 Everyone wants to healthy and happy. When illness does come, the whole family is【[答案]B. affected】. Many adjustments（调整）have to be made【[答案]C. but】 the family routine（日常工作） needn’t be disturbed completely. Often it can be rearranged with home duties simplified to save time and energy thus reducing【[答案]A. strain】on the family. The reasonable responsibility for giving nursing care is usually【[答案]C. assumed】by one person, frequently the mother.【[答案]A. consequently】, in order that she may have some much needed rest or on the contrary other members of the family should learn how to help when sickness occurs. 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。 Mary began playing the violin when she was only six. Her father came across a really old instrument at his aunt’s house, and he brought it back home with him. Mary loved it and immediately tried to play it. After a few months she began to have lessons. She got on very well with the violin. When she was about eleven, she really needed a better violin. One day she took part in a concert, and a man went up to her parents and talked to them about her. He said that she had real talent and pointed out that she needed a better violin. When he found out that they couldn’t afford one, he offered to buy one for her. Later, when she was about 16, she set up her own group. She named it after the man who gave her the violin----she called it the Erio Sound. 1. Mary’s father _________. [答案]C. got the violin from his aunt 2. Mary began to need a better violin when she was about_________. [答案]B. 11 3. The man at the concert told Mary’s parents that_________. [答案]A. she had real talent 4. Mary_________. when she was 16. [答案]B. set up her own group 5. Eric Sound was the name of_________. [答案]B. Mary’s music group 二、阅读理解：阅读下面的短文， 根据文章内容进行判断，正确写 T 错误写 F。 Xiao yan, I thought you’d like to know what has happened to your report about improving the website. Last week I had a meeting with the designers. I gave them a copy of your report and I told them that we needed to have the website redesigned. -- I’ve had the first page simplified. -- I have asked them to make the icons large. -- The colours are now different too. -- There are more functions, as you suggested, so that customers will be able to transfer funds to an account in another bank. I’m going to make a presentation about these changes at the Paris, conference and would like to talk to you about that. There are some things I can do myself, but I would like your help with some technical aspects. I must get some slides made too, and would like your opinion about them. Have you got time for a coffee on either Wednesday or Thursday morning？ David 1. David had a meeting with the designers yesterday. [答案]F 2. David had made the icons larger. [答案]F 3. The speed of access has been made quicker. [答案]F 4. David is going to make a presentation in Paris. [答案]T 5. David would like some help from Xiaoyan. [答案]T 单元自测 7 试题及答案 题目为随机，用查找功能（Ctrl＋F）搜索题目 [题 目]—_____________________________. — Neither do I. Look at our community, it is such a mess. [答案]I really don’t think our service center is satisfying. [题 目]—_____________________________？ —That’s great! [答案]How about going to dinner at the Mexican restaurant tonight [题目]—Customer： We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant？ —Waiter： __________________. [答案]I’m really sorry about that. [题 目]—Hello, is that service center？ The elevator of our apartment doesn’t work. —__________________. [答案]Sorry, I’ll have it checked out at once. [题目]—Why do you look unhappy. What’s the matter？ —__________________. [答 案]I’m rather disappointed with the poor quality of the radio I’ve just bought. [题目]I don’t know______. I just arrived here two minutes ago. [答案]what’s going on [题目]It is only by agreeing with their view point and______ that you will resolve the situation and send the customer away happy. [答案]suggesting a possible solution [题目]Our workers have been checking the heating system since you called us. I______ you it will perform well soon. [答案]assure [题目]The heating system of our apartment broke down so I made a ______ call to the community service center. [答案]complaint [题目]The more information you can get, ______in your field. [答案]the more competitive you will be [题目]They______ ince last night. They are about to finish the work. [答案]have been cleaning the system [题目]They promised______ the car for us. [答案]to repaired [题目]We______ it very much that you’ve come to give us a timely ride. Otherwise we would miss the train. [答 案]appreciate [题目]We are under ______ to finish the task within such limited time. [答案]pressure [题目]We feel______ with the inconvenience the service center brought us. [答 案]disappointed 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。 1. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences. [答案]C. 焦点小组是顾客的代表，他们的工作是给 你提供他们的需求和喜好。 2. Angry customers tend to aim their dissatisfaction and complaints at staff members. [答案]A. 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。 3. You will do everything within your power to try and resolve the situation. [答案]A. 你会在权利范围内尽一切努力解 决问题。 4. Having patience with your customers and with yourself will go a long way in winning over hostile customers. [答案]B. 对顾客和对自己有耐心将在赢得生气的顾客对你工作的支持方 面大有帮助。 5. To communicate precisely what you want to say, you have to frequently need to define key words. [答案]C. 要准确 表达你的本意，就必须不断定义关键词。 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。 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 are a few guidelines to help you develop your own personal strategy for dealing with angry customers： 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 view point 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. Having patience with your customers and with yourself will go a long 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. 1. At whom do angry customers tend to aim their dissatisfaction and complaints？ [答案]A. staff members 2. When a customer shouts rudely at you, you should_______. [答案]C. keep calm and listen carefully to the customer 3. The underlined sentence Use your ears more than your mouth means_______. [答案]B. You should listen more than you speak. 4. When dealing with an angry customer, which is NOT the right attitude？ [答案]C. Be amused. 5. Which of the following statements is true according to the passage？ [答 案]C. You should relax yourself and try to understand the angry customers. 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。 Imagine this situation： you have bought a faulty item from a shop and you take【[答 案]B. it】back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, 【[答案]A. which】makes you angrier, to the point perhaps where you start insulting the poor shop assistant. RESULT： This will do you no【[答案]C. favours】, like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time【[答案]A. as】they may be powerless to take any action or provide you【[答案]B. with】a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions. 二、阅读理解：阅读 下面的短文，根据文章内容进行判断，正确写 T 错误写 F。 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. 1. Hotel customers and hotel staff think the same about breakfast. [答案]F 2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. [答案]T 3. It’s not necessary to know about the customers’ needs and preferences. [答案]F 4. Questionnaires are useful in getting feedback from customers. [答案]T 5. Front-line staff have nothing to do with improving customer service. [答案]F 单元自测 8 试题及答案 题目为随 机，用查找功能（Ctrl＋F）搜索题目 [题目]_____ the fog, we should have reached the annual meeting site on time. [答 案]But for [题目]—________________________________？ — It costs us ten thousand dollars. [答案]How much does the printing of the annual report cost [题 目]—________________________________？ —It will take at least two weeks. [答案]How soon will you finish our annual report [题目]—Good morning, Sunshine Community Center! May I help you？ —____________________. [答案]I need a plumber to repair the water pipe in my kitchen [题目]—How did your talk with the community resident go？ —________ He seemed to accept my explanation，but he didn’t sign his name here . [答案]I’m not sure. [题目]—Would you mind answering some questions about your annual report？ — ____________________. [答案]No, as long as it doesn’t take long [题目]I’m confident in these as long as we ________ the needs of the community residents and improve our service quality. [答案]keep an eye on [题目]If I _____ you, I _____ more attention to the independent auditors’ report and financial statements in the annual report. [答案]were：would pay [题 目]People ______ find useful information from the annual report. [答案]could [题目]The investor should be aware of the limitations of the financial statement analysis ____ the annual report. [答案]based on [题目]The new year is just _________. [答案]around the corner [题目]Under no circumstance _____ to tell lies to the public. [答案]are the companies allowed [题 目]We have to ______ our annual work report to the manager next week. [答案]hand in [题目]When reading the annual report, we should look out ______ the areas where the company did not comply with the regulations. [答案]for [题目]When stating problems, we can make a _____ with those from last year. [答 案]comparison 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。 1. In general, we’ve made some progress this year in improving community services. [答案]A. 总的说来，今年我们已 经在改善社区服务方面取得了一些进展。 2. As a general rule, it is better to focus on the content of a presentation as a means of attracting your audience’s attention. [答案]C. 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。 3. We should present data in tables or charts so that the report may not be boring with facts alone. [答案]A. 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。 4. To communicate precisely what you want to say, you have to frequently need to define key words. [答案]C. 要准确 表达你的本意，就必须不断定义关键词。 5. A true friend is someone who reaches for your hand and touches your heart. [答案]C. 真正的朋友是一个可以援手帮助 并感动你心扉的人。 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。 An annual report provides【[答案]A. useful】 information about an organization. People read annual reports in different ways. Some even【[答案]A. prefer】to start at the back and work their way to the beginning. It makes【[答案]C. no】difference how you read them as long as you get the essential points of the business and its financial condition. However, there is a good way to solve these reports that is【[答案]B. both】most efficient and most effective. You can’t possibly go any further in your research【[答案]B. without】 knowing what the company does! How can you insure that you have understood the report？Just ask yourself if you understand what the company does and who its customers are. 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。 If you take the following steps, you can make a satisfactory annual report. And your boss and other supporters will be impressed. DEFINING YOUR ACCOMPLISHMENTS. What difference did you make？ What has changed in your community or field because of your work over the past year？ Take all of your activities over the last 12 months and divide them into three to five major accomplishments. LESS IS MORE： BE SELECTIVE. If you include everything, the annual report becomes cluttered with information. You should think about what you want to focus on, and then select statistics to represent that and highlight key achievements with photos, or case studies, etc. ADDING VISUALS AND CHARTS： Visuals and charts can reduce the need for texts and details. And they will make the report more attractive. It’s great if you produce a full-color publication with lots of nice photography. Of course, it will depend on your resources. A STRONG CALL TO ACTION： A strong call to action at the end of your report will impress the readers deeply. Make it clear what you’d like your readers to do once they’ve read it. 1. Do you have to gather all the information since you entered the company before writing the annual report？ [答案]B. No. 2. Is it reasonable to include everything of the company in order to make the annual report informative？ [答案]B. No. 3. What does the underlined phrase Less is more mean？ [答案]A. Using fewer words, making fewer parts, and so on, is simpler, and more efficient than the opposite. 4. Which is NOT TURE for the functions of the visuals and charts？ [答案]C. They can make the report harder to be understood. 5. How many steps should you take to make your report impressive？ [答案]C. Four 二、阅读理解：阅读下 面的短文，根据文章内容进行判断，正确写 T 错误写 F。 An annual report of a company provides information about its business performance for certain people. These people include the investors, potential investors and other stakeholders. From the report, people can understand the company’s business scope, recent situation and future development. The main parts of an annual report usually include chairman’s letter, financial statements and operation analysis. ● CHAIRMAN’S LETTER Usually, an annual report should contain a letter from the chairman. The letter should provide details about the successes and the challenges of the past year. It should also include the future outlook for the company. ● OPERATION ANALYSIS The operation analysis is an overview of the business in the past year. It usually includes new hires and new product introductions. At the same time, it will introduce business acquisitions and other important issues. ● FINANCIAL STATEMENTS The financial statements are very important for an annual report. People can know the company’s performance in the past from the statements. It usually consists of the following three aspects. The first one is the profit and loss statement. The second one is the balance sheet. And the third one is the cash flow statement. 1. An annual report of a company provides some information about its business performance for certain people. [答案]T 2. People can know everything of the company from the annual report. [答案]F 3. An annual report usually includes chairman’s letter, financial statements and operation analysis. [答案]T 4. A chairman’s letter should include the strategic direction moving forward. [答案]T 5. This passage is mainly about the main parts of an annual report. [答案]T