国开（原中央电大）《管理英语2》期末复习资料 试卷号：3938

1、国开（原中央电大）管理英语2期末复习资料试卷号：3938一交际用语 一I m terribly sorry that I ve spilled some coffee on the table. 一 It doesn t matter .一Hi, Helen, I * 11 have an interview tomorrow. I m afraid I can, t make it.3.-How s your mother doing?.She is very well.4.I was worried about my math,but Mr. Whitegave me an A.Congr

2、atulations! Sure, you can. Take it easy.一Your plan is perfect and I believe that it will be a great success . 一Thank yov very much 一How soon will you finish our annual report ?一 It will take at least two weeks.一Would you like to go to the concert with us? 一 I wish I could , but I, ve promised to hel

3、p Jim with his Chinese. Thank you all the same. 一 How do you think of the theme of our event? 一 It s pretty good. 一Hello, is that service center? The elevator of our apartment doesn， t work. 一 Sorry, I 11 have it checked out vt once.一Any suggestions for the project? 一 I advise you to put more hands

4、in this project. . 一 Our company is doing a customer service questionnaire . May I take you a moment? 一By all means. 一 Can you stay here longer? 一I d love to, but I have to be back tomorrow.一Should I leave earlier tomorrow morning?一Yes, it s better to leave earliei to ovoid the morning traffic.一 I a

5、m sorry. Now what were we talking about?一 .You oure saying that you used to b。 a teacher.一 What books would you recommend? 一It might be a good idea to read some simplified books first.一Would you mind answering some questions about your annual report?No, as long as it doesn t take long 一 What do you

6、think of your mother, s advice?It doesn t fit us, actually一Good morning, Sunshine Community Center! May I help you?need a plumber to repair the water pipe in my kitchen一What starting salary do you expect?Id like to start at 5000 a month.一Would you mind filling the questionnaire for me?No problem. Ju

7、st give me your questionnaire.21一 What is the address of youo speech?一 It will be held on the 3rd floor of Shakiraton Hotel.一 Do you mind if I record your lecture?一 Not at all. Go ahead.一 Tell me a little bit about yourself, please. .-My name is Helen, and I was born in 1980. My major was electrical

8、 engineering. 一Why do you look unhappy. What s the matter? 一I m rathen disappointed with the poo。quality of the radio I ve just bought.一Let s make plan first for our events, shall we? 一OK, let s do it.二、词汇与结构. The more information you can get, the more competitive you will be in your field. At the e

9、nd of the day, you want all attendees leaving your event to remember this key message that you ve spent a long time reinforcing. Let s start our plan. Under no circumstance are the companies allowed to tell 1ies to the public.People could find useful information from the annual reportAmerican young

10、people would rather getadvice from strangers. Customers Who refuse to filling the questionnaire are not permitted to buy the product.The new year is justWhose textbook is on it.around the corner . this? It must be Johns.11 has his nameAre you familiar with the saying, it s not what you know, but who

11、 you know” ? In event planning, networking is key!Her article is the best in her classIt 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.How many players does a baseball team ? consist ofThe candidate s

12、hould dress in a manner that is appropriate to the position foi which he is applying.If I were you, I would pay more attention to the independent auditors report and financial statements in the annual report.Hiring the right employee pays you back a thousand times over in high employee morale.His ac

13、tion is always consistent with his words.Write the telephone number down in case you forget.They have learned about hundreds of English words in recent years.I like cooking for my friends inmy free time.When stating problems, we can make a cospanison with those from last year.Your long-term success

14、in event planning will be based onthe experience you had.He was always generous in sharing his enormous knowledge. Getting the feedback is very helpful for planning future meetings and events.You can try these methods to keep your interview anxiety under control.The success of our event is related t

15、o the sponsor.We should keep in mind that the feedback is very helpful for planning future meetings and events.The Jiahe Community Service Center is about to provide service for residents.You must submit the annual certification of employment online within 15 days.Questionnaires are not suitable for

16、 some people.I m writing to apply for a position as a computer engineer in your company.You d better have your hair cut before going to your friend s wedding.T m confident in these as long as we keep an eye on the needs of the community residents and improve our service quality.As you prepare cross

17、training plans, you need to consider both the company benefits and the employee benefits.When reading the annual report, we should look out for the areas where the company did not comply with the regulations.The quality of questionnaire will affect how much information we know from our customers.The

18、 music soundslike the singing of a bird.Our company will the customers * suggestions, respond toThey since last night. They are about to finish the work. have been cleaning the systemOne day, our dreams will reality, turn intoHe says what he thinks and does what he wants to do, other people s feelin

19、gs, regardless ofWe feel disappointedwith the inconvenience the service center brought us.I didn t do last week, anythingI don, t know what s going on . I just arrived here two minutes ago.Does his absence to your work? 正确答案是：make a differenceThe enemy has strengthened their position.正确答案是: defensiv

20、eThese tips may help you avoidhiring bad employees for your company.We are under pressure to finish the task within such limited time.49.Our workers have been checking the heating system since you cal led us. I assure you it will perform well soon.We should take the degree _into account when we recr

21、uit a new secretary.You need to hand out those questionnaire papers for your company. What a company real ly wants is a candidate that has the right skills.The heating system of our apartment broke down so I made a cal 1 to the community service center.正确答案是：complaintWhere are you used to vegetables

22、? 正确答案是：buyingI wouId rather two weeks earlier.正确答案是:you had come hereThis involves the high-level reasoning behind your intentions for the event.正确答案是：identifyingWe it very much that you ve come to give us a timely ride. Otherwise we would miss the train.正确答案是：appreciate 一 Can you go skating with u

23、s this afternoon? 一 Sorry, I can t. I have to take care of my little sister athome.Participants havecompleted the Productivity AnalysisWorksheet.But for the fog, we should have reached the annual meeting site on time. face-to-face interviews, questionnaires are cheaper for collecting data from a lar

24、ge number of respondents.正确答案是：Compared toHe keeps on his focus on money正确答案是:makingWe think that Smith should be told about hisphysical condition as soon as possible.Look! 正确答案是：Here comes the busAccording to thcirfeedback sheets, the participants are al 1 satisfied with the training.I have coffee

25、breakfast time.正确答案是：atHe is this company.正确答案是：in charge ofThey have disagreement on the plan of celebrating the founding of the communityI d like to that the staff member who served me didn t really seem to know what he was doing.正确答案是：point outMore than 30 people the position.正确答案是：applied forHir

26、ing a good employ may cost much money and time, , it can win much more for the company in future.正确答案是：howeverThe investor should be aware of the limitations of the financial statement analysis the annual report.正确答案是：based on一 Did the medicine make you feel better? 一 No. The more medicinn I take ,

27、. the worse I feel.We have to hand in our annual work report to the manager next week.They promised the car for us. 正确答案是:to repaired 三、阅读理解1 .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 im

28、pacts 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

29、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 particula

30、rly designed questions, you arc 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 poss

31、essed by your candidate.Hiring the wrong employee is expensive, costly to a company, and time consuming. TA company has to spend a lot of money hiring a right employee. FAn advertisement with a clear target will make all candidates lose courage. FWell designed interview questions can help you know m

32、ore about the candidates. TWork experience is one of the primary things for an employer to verify in background checking. 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 eve

33、nt 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 wi

34、ll 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

35、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 de

36、cide 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.Which of the foJ lowing statement is NOT true according to the passage?C. Know the limitation means you s

37、hould know the audience s limitation.Which is not the factor of holding a successful event?C. A invitationAccording to the passage, what is the key factor to make your event successful?B. Details.4.C.5.A.3.AnWhat is the best title for this passage?How to plan successful events.What is the purpose of

38、 making list of details?Make sure not overlook things阅读下面的短文，根据文章内容进行判断，正确写错误写“F”。 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

39、 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 LetterUsual ly, an annual report should contain a letter from the chairman. The letter should prov

40、ide details about the successes and the challenges of the past year. It should also include the future outlook for the company.Operation AnalysisThe 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 w

41、i 11 introduce business acquisitions and other important issues.Financial StatementsThe financial statements are very important for an annual report. People can know the companyJ s performance in the past from the statements. It usually consists of the following three aspects. The first one is the p

42、rofit and loss statement. The second one is the balance sheet. And the third one is the cash flow statement.An annual report of a company provides some information about its business performance for certain people. TPeople can know everything of the company from the annual report. FAn annual report

43、usually includes chairman s letter, financial statements and operation analysis. TA chairman s letter should include the strategic direction moving forward. TThis passage is main Iy about the main parts of an annual report.T阅读下面的短文，根据文章内容从A、B、C三个选项中选岀一个最佳选项。 Angry customers tend to aim their dissati

44、sfaction 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.

45、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 solutio

46、n 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: Us

47、e 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

48、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

49、 the above tips, you are on your way to succeeding in your career.At whom do angry customers tend to aim their dissatisfaction and complaints?staff membersWhen a customer shouts rudely at you, you shouldC. keep calm and listen carefully to the customerThe underlined sentence Use your ears more than

50、your mouth” meansYou should listen more than you speak.When dealing with an angry customer, which is NOT the right attitude?Be amused.Which of the fol 1 owing statements is true according to the passage? C. You should relax yourself and try to understand the angry customers. 阅读下面的短文，根据文章内容进行判断，正确写“T

51、”错误写“F”。Feedback from your customers is very important. The more information you have from them, the more competitive you wi11 be in your field. Thefollowing techniques will help you know what the customers think of your business.Ask your customers directly and cater to their wishes. This is the sim

52、plest 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.Be a customer yourself and find out what your customers experi

53、ence 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.Use a focus group. Focus groups are representatives of customers whose job is to provide you with inf

54、ormation on their needs and preferences.Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourcef

55、ul 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

56、one, two, three or all of the above techniques, and your service and product will improve overnight.Hotel customers and hotel staff think the same about breakfast. FA good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. TIts not necessary to kn

57、ow about the customers needs and preferences. FQuestionnaires are useful in getting feedback from customers. TFront-line staff have nothing to do with improving customer service. F阅读下面的短文，根据文章内容从A、8、C三个选项中选岀一个最佳选项。 Questionnaires can be a simple way to get to know your audience s opinions. Though it

58、 is easy to write a questionnaire, you need a lot of ski 11 and experience to write a good one. Luckily, good design skills can be learned in a short time.Keep your questionnaire simple and visually attractiveKeep your questionnaire short and simple. A short and simple questionnaire is more likely t

59、o 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 para

60、graphs 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 understandBe brief and direct with your questions. Do not use any unn