国开《管理英语2》一体化考试期末复习资料.docx

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1、管理英语2 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.

2、 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

3、 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 de

4、liver 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. F 2. A good or bad exper

5、ience of a customer in a wheelchair in your shop shows whether your service is good or not. TIt s not necessary to know about the customers needs and preferences. F3. Questionnaires are useful in getting feedback from customers. T 5. Front-line staff have nothing to do with improving customer servic

6、e. F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正确选项。 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 questionnai

7、re simple and visually attractiveKeep 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 fon

8、t 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 ma

9、ke margins too small.Keep questions brief and easy to understandBe 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.Ma

10、ke sure questions are in the right orderYou 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 properlyOpen-ended questions mean respondents can answer freely using

11、 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 questi

12、onnaire will give you useful data that can help you make the right decisions.1. The questionnaire contains following elements except?C. AddressIn order to keep your questionnaire visually attractive, you should C. Leave enough space between questions and sections.2. You should start your questionnai

13、re with questions and then move to ones.A. general, specificWhat could be the best title for this passage?A. Designing an Effective Questionnaire.3. Which of the following statements is NOT correct?B. Open-ended questions cannot provide more detailed information, so you d better not use too many ope

14、n-ended questions in one questionnaire. 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 SuccessGood communication skills are the key to success in life, work and relationships. Without effective communication, a message can turn into error, misunderstanding, frustration, or ev

15、en 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.Aft

16、er 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 abili

17、ty 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 c

18、ommunicate 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

19、levels of mutual understanding and cooperation while successfully attaining your goals.1. A message must be understood, interpreted or delivered correctly with communication. FWhen you talk with others you can pay little attention to your body language. F2. The better you are able to understand othe

20、rs, the better your ability to communicate. FBefore stating your opinions, you d better let the speaker finish his or her talking first. T3. Don t argue or debate with others if you feel angry or displeased. T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正确选项。Stress around interviews is often influenced by our assu

21、mptions 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 mig

22、ht 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 b

23、reathing 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?B. Anxiety-provoking thoughtsDoes one poor answer in an interv

24、iew influence a candidate to get a job?B. No.2. Can imagining success help a candidate to lower levels of anxiety? A. Yes.3. How can we reduce our stress around interviews?A. Breathe deeplyWhen should we go to see a doctor according the author?C. When we have too much stress around interview.阅读下面的短文

25、，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 organizations 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

26、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 cro

27、ss 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 custo

28、mer 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 emp

29、loyees 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. FCross training is beneficial not only for managers but also for employees. T2. Cross training can apply to almost any position and almost any indus

30、try. TNot all employees are suitable to be cross trained. T3. You can decide which employees to be cross trained according to their age. F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正确选项。PPHC and Gooseneck are two organizations that do similar community work. Each has hired a new staff member to make contact with

31、 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 fami

32、lies she will be responsible for, and wishes her luck. After lunch, Elaine sets out to contact the families, worried about what she 11 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 tr

33、aining 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 fee

34、ls 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 Goos

35、eneck?C. They are two organizations that do similar community work.2. Which degree does Elaine have?A. Psychology degree.3. Which of the following statements is TRUE according to the passage? B. Markhas a clear idea of his job after the training.4. How is Mark trained to be prepared for his work?C.

36、Both A and B.5. What is the main idea of the passage?A. The importance of training.四、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 new food market will be built in our community next month.c.下个月我们社区将新建一个菜市场。2. On the last day of the old year, there is a family dinner.B.在即将过去的一年的最后一天，会有一次家庭聚餐。3. You will do ever

37、ything within your power to try and resolve the situation.A.你会在权利范围内尽一切努力解决问题To communicate precisely what you want to say, you have to frequently need to define key words.c.要准确表达你的本意，就必须不断定义关键词。4. I think what should be done is to create more job opportunities for students.A.我认为我们更需要为学生们创造更多的工作机会。1

38、. A true friend is someone who reaches for your hand and touches your heart.c.真正的朋友是一个可以援手帮助并感动你心扉的人。2. The old saying upractice makes perfect” applies to interviewing too.B.古话“熟能生巧”对面试准备也是适用的。3. We can t possibly get the work done by October.A.十月份前我们不可能做完这项工作。4. They have disagreement on the plan o

39、f celebrating the founding of the community.B.他们对庆祝公司成立的方案有异议。5. This involves identifying the high-level reasoning behind your intentions for the event.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。1. A bad hire not just wastes your time and money, but also impacts the team spirit and company morale.B.招聘到不合格的员工即浪费时间

40、和金钱，而且还会影响整个团队精神和公司 士气。2. When you start a job,you must stick to it.A.一旦你开始了一件工作，你就得持之以恒。3. In contrast to other countries, the U. S has no national college entrance exam.B.与其他国家相比，美国没有大学入学考试。4. You can see many interesting things on your way.B. 一路上你能看见许多有趣的事情。5. As a general rule, it is better to f

41、ocus on the content of a presentation as a means of attracting your audience s attention.回答 ABC 不正确 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。1. I don t know why he is late, he might have had an accident.A.我不知道他为何迟到，可能遇上了事故。2. Stress around interviews is often influenced by our assumptions we make to ourselv

42、es about the process.c.我们自己对面试过程的揣测往往会影响面试压力。3. Will you be involved in opening the new office?B.你会参与开设新办公室的工作吗？4. We should present data in tables or charts so that the report may not be boring with facts alone.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。5. Angry customers tend to aim their dissatisfaction a

43、nd complaints at staff members.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。1. They are willing to understand their partner? s position first before trying to get understood.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。2. The more familiar interviewing feels to you, the less anxiety you will feel with the process.A.你对面试越熟悉，在面试过程中你的焦

44、虑就会越少。3. 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.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。4. A few minutes later the doctor came out of his room for the third time.A.几分钟后，医生第三次从他的房间走出来。5. Having patience with y

45、our customers and with yourself will go a long way in winning over hostile customers.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。一交际用语一I m terribly sorry that I ve spilled some coffee on the table.一 It doesn t matter .1. 一Hi, Helen, I 11 have an interview tomorrow. I m afraid I can t make it.一Sure, you can.

46、Take it easy.2. 一How，s your mother doing? 一 She is very well 一 I was worried about my math, but Mr. White gave me an A.一Congratulations!3. 一Your plan is perfect and I believe that it will be a great success .一Thank you very much一How soon will you finish our annual report ?一 It will take at least two

47、 weeks.4. 一Would you like to go to the concert with us?一 I wish I could , but I ve promised to help Jim with his Chinese. Thank you all the same.5. 一 How do you think of the theme of our event?一 It s pretty good. 6. 一Hello, is that service center? The elevator of our apartment doesn, t work. Sorry,

48、I 11 have it checked out at once.7. 一Any suggestions for the project?一 I advise you to put more hands in this project.8. 一 Our company is doing a customer service questionnaire . May I take you a moment? 一 By all menus.9. 一 Can you stay here longer?一I d love to, but I have to be back tomorrow.10. 一Should I leave earlier tomorrow morning?一Yes, it s better to leave earlier to avoid the morning traffic.11. 一 I am sorry. Now what were we talking about?一 You were saying that you used to be a teacher.12. 一What books would you recommend? 一It might be a good idea to read