3938国开电大专科《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题阅读理解选择题)题库[排序版][试题]Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyoushouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangry年1月试题]Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.Showthatyoucare：Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.[答案]A22.WhenacustomershoutsrudelyatyoushouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.Theunderlinedsentence“Useyourearsmorethanyourmouth”meansA.YourmouthisnotmoreimportantforyouthanyourearsB.YoushouldlistenmorethanyouspeakC.Youshouldtalkmorethanyoulisten案]B24.WhendealingwithanangrywhichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.[答案]C25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain，youneedn＇tlistencarefully.B.Youneedn＇tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.customerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers：[2020年1月试题]Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningyouwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.ShowthatyouUseeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.AngrycustomerstendtoaimtheirdissatisfactionandcomplaintsatA.staffmembersB.companymanagersC.thosewhoaccompany22.Whenacustomershoutsrudelyatyou，youshouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer23.TheunderlinedsentenceinParagraph3meansA.yourmouthisnotmoreimportantforyouthanyourears.B.youshouldlistenmorethanyouspeak.C.youshouldtalkmorethanyoulisten.24.Whendealingwithanangrycustomer，whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain，youneedn＇tlistencarefully.B.Youneedn＇tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.customerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers：[2020年7月试题]Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningyouwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.ShowthatyouUseeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.22.Whenacustomershoutsrudelyatyou，youshould_______.A.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.TheunderlinedyourearsmorethanyourA.YourmouthisnotmoreimportantforyouthanyourearsB.YoushouldlistenmorethanyouspeakC.Youshouldtalkmorethanyoulisten24.WhendealingwithanangrywhichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused[答案]C25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain，youlistencarefully.B.Youneedn＇tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.[答案]C[试题]PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.[2019年1月试题]ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday，aftershowinghertoherdeskandintroducinghertodirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor，andwishesherluck.Afterlunch，Elainesetsouttocontactthefamilies，worriedaboutwhatdoorsaywhenshemeetsthem.MarkhasadegreesimilartoandhasjustbeenhiredbyGooseneck.Onhisfirstday，helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffanddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers，andgetssomedirectinstructionfromthem.Bythefollowingwhenonhishefeelshehasaprettygoodideaofwhatheneedstodo，andhowtogoaboutit.And＇heknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbebeingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkgoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.[答案]C22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.23.WhichofthefollowingstatementsisTRUEaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn＇tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine＇sandworkexperience.[答案]C[试题]PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.[2020年9月试题]ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday，aftershowinghertoherdeskandintrodueinghertocolleagues，thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor，andwishesherluck.Afterlunch，Elainesetsouttocontacttheworriedaboutwhatdoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine＇s，andhasjustbeenhiredbyGooseneck.Onhisfirstday，helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers，anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffandgetssomedirectinstructionfromthem.Bythefollowingwhenonhishefeelshehasaprettygoodideaofwhatheneedstoandhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein，beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou＇regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.[答案]A23.WhichofthefollowingstatementsisTRUEaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.andMark＇sworkexperience[答案]A[试题]Stressaroundinterviewsisofteninfluencedbyourassumptionswemaketoourselvesabouttheprocess.Counteringanxiety-provokingthoughtscanhelptolowerlevelsofanxiety.“Ijustmessedupthatanswer，andthere＇snohope.”Onepooranswernormallydoesnotknockacandidateoutofconsideration.Aninterviewislikeatest，gettingan85or90mightbegoodenoughtogetthejob.[2019年7月试题]Visualizingsuccesscanimproveperformanceandhelpeaseanxiety.Alwaystryimaginingpositiveinteractionswithyourinterviewer，particularlyinthehoursjustbeforeyourinterview.Tosomeextent，relaxationtechniques，suchasprogressivemusclerelaxationorbreathingcanmanageanxiety.Ifyouranxietyaroundinterviewisexcessive，youmightconsiderseeingadoctortodevelopeffectivecountermeasures.21._______ofteninfluencesthestressaroundinterviewsaccordingtothepassage.A.InterviewprocessB.Anxiety-provokingthoughtsC.Interviewers＇assumptions[答案]B22.Doesonepooranswerinaninterviewinfluenceacandidateto_______getajob?A.Yes.B.No.C.Notgiven.[答案]B23.Imaginingsuccesshelpacandidatetolevelsofanxiety?A.lowerB.raiseC.equal[答案]A24.Howcanwereduceourstressaroundinterviews?A.Breathedeeply.B.Meetfriends.C.Haveabigmeal.25.Whenshouldwegotoseeadoctoraccordingtheauthor?A.Whenweloseconfidenceinaninterview.B.Whenwefindeffectivemeasuresagainstanxietyroundinterview.C.Whenwehavetoomuchstressaroundinterview.案]CandmemorableeventsjustOrganizingandholdinganeventtakesplanning.Whetherananniversary，asportingeventoraretirementparty，andnomatterhowmuchtimeyouyoursuccessisinthedetails.[2018年7Therearesomesuggestionsforyoutoholdasuccessfulevent.Decideuponyourtargetaudience.Thefirstthingisyoushouldknowwhoyourtargetaudienceis.Fromthisalltheotherdecisionswillfallintoplaceintermsofcontent，prices，locationetc.Makealistofdetails.Whenyouholdanevent，youneedtoconsidereverything，fromprogramlighting，foodtransportationtoparkingandsafety.Makingalistwillensureyoudon＇toverlookthings.Haveaclearpurpose.Whenyouplananevent，youshouldclearlydefineitspurpose，becausethefollowingdecisionshouldsupportit.Donotclash.Checkthecalendar.clashwithholidaysorpopularvacationtimes.Knowyourlimitations.Youshouldbeawareofyourweaknesssuchasbudgetortime.Ifyoudecidetoholdaneventinasplanforamorefamiliaraffair.Ifabigprepareseveralmonthsahead.Ifthebudgetissmall，youmayhavetoalotofdo-it-yourselfwork.21.WhichofthefollowingstatementisNOTtrueaccordingtothepassage?A.Toknowyourtargetaudiencefirsthelpsyouplanyoureventbetter.B.Tocheckthecalendarcarefullywillavoidtimeconflict.C.Knowthelimitationmeansyoushouldknowthelimitation.[答案]C22.Whichisnotthefactorofholdingasuccessfulevent?.A.Aclearpurpose.B.Alistofdetails.C.Ainvitation.[答案]C23.Accordingtothepassage，whatisthekeyfactortomakeyoureventsuccessful?A.Leadership.B.Details.C.Plentyofplanningtime.[答案]B24.Whatisthemainideaofthispassage?A.Details―thekeytothesuccessofanevent.B.Successfulandmemorableeventsdon＇tjusthappen.C.Howtoplansuccessfulevents.[答案]C25.Whatisthepurposeofmakinglistofdetails?A.Makesurenotoverlookthings.B.Tofollowdecisions.C.Tohaveaclearpurpose.[试题]Thehousesweliveinareveryimportant.Theykeepusfrombeingcoldinthewinterandhotinthesummer.Inthewintertheykeepoutthesnow.Theyalsokeepoutthewind.Even