国家开放学网台电理英语2形考务18单元测题库答案
形考务1
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—I was worried about my mathbut MrWhite gave me an A
—_________________
正确答案Congratulations
2—I’m terribly sorry that I’ve spilled some coffee on the table
—_________________
正确答案It doesn’t matter
3－How’s your mother doing
—_____________________
正确答案She is very well
4The enemy has strengthened their______position
正确答案defensive
5He says what he thinks and does what he wants to do________other people’s feelings
正确答案regardless of
6二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Good Communication SkillsKey to Any Success
1Good communication skills are the key to success in lifework and relationshipsWithout effective communicationa message can turn into errormisunderstandingfrustrationor even disaster by being misinterpreted or poorly delivered
The steps for good communication skills
Know what to say
Understand clearly the purpose and intent of your message
2Know how to say
Begin by making eye contactwhich shows confidenceThen pay attention to your body language
3Listen
After you’ve finished talkingyou should stoplistenand look for feedback and clues of comprehension
4Reach understanding
To communicate well is to understand and be understood
More Tips for Developing Good Communication Skills
1The better you are able to express yourselfthe better your ability to communicate
2Practice your listening skillsBe considerate of other speakers by waiting until they are done before stating your views
3Learn to understand and appreciate different views by being openmindedIt will in turngain you more cooperation and understanding
4Avoid trying to communicate when in an emotional stateTake time to consider your position through before speaking
When you take the time to develop good communication skillsit means you open yourself up to better relationshipsmore career opportunitiesand increased selfconfidenceMoreoveryou reach higher levels of mutual understanding and cooperation while successfully attaining your goals
1A message must be understoodinterpreted or delivered correctly with communication(1)
2When you talk with others you can pay little attention to your body language(2)
3The better you are able to understand othersthe better your ability to communicate(3)
4Before stating your opinionsyou’d better let the speaker finish his or her talking first(4)
5Don’t argue or debate with others if you feel angry or displeased(5)
正确答案：(1)B(2)B(3)B(4)A(5)A
形考务2
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—HiHelenI’ll have an interview tomorrowI’m afraid I can’t make it
—
正确答案Sureyou canTake it easy
2—
—My name is Helenand I was born in 1980My major was electrical engineering
正确答案Tell me a little bit about yourselfplease
3—What starting salary do you expect
—
正确答案I＇d like to start at5000 a month
4You can try these methods to keep your interview anxiety________control
正确答案under
5You also should send a resume________the employer know more information about you
正确答案to let
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Stress around interviews is often influenced by our assumptions we make to ourselves about the processCountering anxietyprovoking thoughts can help to lower levels of anxietyI just messed up that answerand there’s no hopeOne poor answer normally does not knock a candidate out of considerationAn interview is like a testgetting an 85 or 90 might be good enough to get the job
Visualizing success can improve performance and help ease anxietyAlways try imagining positive interactions with your interviewerparticularly in the hours just before your interview
To some extentrelaxation techniquessuch as progressive muscle relaxation or breathing exercisescan manage anxietyIf your anxiety around interview is excessiveyou might consider seeing a doctor to develop effective countermeasures
1What often influences the stress around interviews according to the passage1
正确答案Anxietyprovoking thoughts
2Does one poor answer in an interview influence a candidate to get a job2
正确答案No
3Can imagining success help a candidate to lower levels of anxiety3
正确答案Yes
4How can we reduce our stress around interviews4
正确答案Breathe deeply
5When should we go to see a doctor according the author5
正确答案When we have too much stress around interview
形考务3
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—Should I leave earlier tomorrow morning
—______________________
正确答案Yesit’s better to leave earlier to avoid the morning traffic
2—______________________
—Everything is going smoothly
正确答案How is everything going
3—______________________
—In totalit should be about 15000 RMB for the threedaytraining
正确答案How much have you budgeted for the training
4We need to carry out a proper（）of the new system
正确答案evaluation
5The training is_____positive results on the job they are presently_____
正确答案bringing aboutdoing
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
PPHC and Gooseneck are two organizations that do similar community workEach has hired a new staff member to make contact with and provide services to new parents
Elainehas accepted a job with PPHCShe has a degree in psychology but has never done this type of work beforeOn her first dayafter showing her to her desk and introducing her tocolleaguesthe director gives her a town map and a list of the names of the families she will be responsible forand wishes her luckAfter lunchElaine sets out to contact the familiesworried about what she’ll do or say when she meets them
Mark has a degree similar to Elaine’sand has just been hired by GooseneckOn his first dayhe learns thathis job will consist of training for the next weekMark spends two days going on family visits with experienced staff membersand discusses with them what they did and whyHe roleplays some situations with other staff membersand gets some direct instruction from themBy the following weekwhen he’s on his ownhe feels he has a pretty good idea of what he needs to doand how to go about itAnd he knows that his training will continue
Which situation would you rather be inbeing thrown into the thick of things with no trainingor being trained to preparefor the work you’re going to do
1What are PPHC and Gooseneck1
正确答案They are two organizations that do similar community work
2Which degree does Elaine have2
正确答案Psychology degree
3Which of the following statements is TRUE according to the passage3
正确答案Markhas a clear idea of his job after the training
4How is Mark trained to be prepared for his work4
正确答案Both A and B
5What is the main idea of the passage5
正确答案The importance of training
形考务4
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—What kind of event are you going to plan
—
正确答案A birthday party for my brother
2—Let’s make plan first for our eventsshall we
—________________
正确答案OKlet’s do it
3—
—It will be held on the 3rd floor of Shakiraton Hotel
正确答案What is the address of your speech
4Your longterm success in event planning will be based the experience you had
正确答案on
5They have disagreement__the plan of celebrating the founding of the community
正确答案on
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Successful events don＇t just happenthey＇re the result of 1The 2 the eventthe bigger the planJust because Christian events are usually run by volunteers doesn＇t mean you can get away with less planningThe more effort you put in beforehandthe more successful your event will beHere are the key issues you need to think about when planning your event
Choose an event people want to come toYou don＇t want people coming to your event just because they＇re supporting their churchYou want them to come because they want to be therebecause the event is so compelling they can＇t afford to 3 it4 it＇s a concert or teaching eventa visiting speaker or a drama productionmake sure the content will 5 the people you expect to be there
正确答案：(1)B(2)A(3)C(4)C(5)B
形考务5
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—
—Twice a week
正确答案How often do you use our company’s product
2—Thank you very much for answering our questionsIt really helps our market research a lot
—________________
正确答案It’s my pleasure
3—What’s your view on our questionnaire
—________________
正确答案First of allWe’d better change our question order
4You need to_____those questionnaire papers for your company
正确答案hand out
5Questionnaires are easy to____
正确答案analyze
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Questionnaires can be a simple way to get to know your audience’s opinionsThough it is easy to write a questionnaireyou need a lot of skill and experience to write a good oneLuckilygood design skills can be learned in a short time
Keep your questionnaire simple and visually attractive
Keep your questionnaire short and simpleA short and simple questionnaire is more likely to be completed and returnedIt is also important to make your questionnaire as attractive as possibleYou should keep the following design elements in mind
TextChoose a font style that is easy to readand make sure the font size is large enough for your respondents to read
ParagraphsLong paragraphs can be daunting for readersso try to keep your blocks of text to a handful of lines
White spaceEnsure that there is space between questions and sections and don’t make margins too small
Keep questions brief and easy to understand
Be brief and direct with your questionsDo not use any unnecessary words and phrasesBrief questions that use simple language are easy to read and understandso 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 onesTry to avoid jumping back and forth between general and specific questions
Use openended questions properly
Openended questions mean respondents can answer freely using their own wordsThey can provide more detailed informationbut they take more time and effort to answer and can be more difficult to analyzeYou should not use too many openended questions in one questionnaire
In a wordtaking the time to develop a welldesigned and participantfriendly questionnaire will give you useful data that can help you make the right decisions
1The questionnaire contains following elements except1
正确答案Address
2In order to keep your questionnaire visually attractiveyou should 2
正确答案Leave enough space between questions and sections
3You should start your questionnaire with_______questions and then move to_______ones3
正确答案generalspecific
4What could be the best title for this passage4
正确答案Designing an Effective Questionnaire
5Which of the following statements is NOT correct5
正确答案Openended questions cannot provide more detailed informationso you’d better not use too many openended questions in one questionnaire
形考务6
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—What do you think of your mother’s advice
—
正确答案It doesn’t fit usactually
2—How do you like living in Beijing
—
正确答案I love itBeijing is such a beautiful city
3—Can you stay here longer
—but I have to be back tomorrow
正确答案I’d love to
4The music like the singing of a bird
正确答案sounds
5You’d better have your hair_____before going to your friend’s wedding
Bcut
6二翻译：ABC三选项中选出英文适合中文翻译
1A man and his wife had a small restaurant near a station1
正确答案男妻子车站方开家饭馆
2On the last day of the old yearthere is a family dinner2
正确答案年天会次家庭聚餐
3A few minutes later the doctor came out of his room for the third time3
正确答案分钟医生第三次房间走出
4You can see many interesting things on your way4
正确答案路见许趣事情
5Having patience with your customers and with yourself will go a long way in winning over hostile customers5
正确答案顾客耐心赢生气顾客工作支持方面帮助
形考务7
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—CustomerWe have ordered for almost one hourWhy is it so hard to get our dishes ready in your restaurant
—Waiter
正确答案I’m really sorry about that
2—
—Neither do ILook at our communityit is such a mess
正确答案I really don’t think our service center is satisfying
3—
—That’s great
正确答案How about going to dinner at the Mexican restaurant tonight
4We it very much that you’ve come to give us a timely rideOtherwise we would miss the train
正确答案appreciate
5The more information you can getin your field
正确答案the more competitive you will be
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any businessthen you have to learn how to handle angry customersListed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt 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 mouthMake sure you listen more than you speakBy listening carefullyyou will be able to understand why the customer is complainingso that satisfactory steps can be taken
Show that you careUse every opportunity to express your apology and understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving 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 themIf you follow the above tipsyou are on your way to succeeding in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints1
正确答案staff members
2When a customer shouts rudely at youyou should 2
正确答案keep calm and listen carefully to the customer
3The underlined sentenceUse your ears more than your mouthmeans 3
正确答案ou should listen more than you speak
4When dealing with an angry customerwhich is NOT the right attitude4
正确答案Be amused
5Which of the following statements is true according to the passage5
正确答案You should relax yourself and try to understand the angry customers
形考务8
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—How did your talk with the community resident go
—________He seemed to accept my explanationbut he didn’t sign his name here
正确答案I’m not sure
2—Good morningSunshine Community CenterMay I help you
—
正确答案I need a plumber to repair the water pipe in my kitchen
3—
—It costs us ten thousand dollars
正确答案How much does the printing of the annual report cost
4When stating problemswe can make a_____with those from last year
正确答案comparison
5People______find useful information from the annual report
正确答案could
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
If you take the following stepsyou can make a satisfactory annual reportAnd your boss and other supporters will be impressed
Defining your accomplishmentsWhat difference did you makeWhat has changed in your community or field because of your work over the past yearTake all of your activities over the last 12 months and divide them into three to five major accomplishments
Less is moreBe selectiveIf you include everythingthe annual report becomes cluttered with informationYou should think about what you want to focus onand then select statistics to represent that and highlight key achievements with photosor case studiesetc
Adding visuals and chartsVisuals and charts can reduce the need for texts and detailsAnd they will make the report more attractiveIt’s great if you produce a fullcolor publication with lots of nice photographyOf courseit will depend on your resources
A strong call to actionA strong call to action at the end of your report will impress the readers deeplyMake it clear what you’d like your readers to do once they’ve read it
1Do you have to gather all the information since you entered the company before writing the annual report1
正确答案No
2Is it reasonable to include everything of the company in order to make the annual report informative2
正确答案No
3What does the underlined phraseLess is moremean3
正确答案Using fewer wordsmaking fewer partsand so onis simplerand more efficient than the opposite
4Which is NOT TURE for the functions of the visuals and charts4
正确答案They can make the report harder to be understood
5How many steps should you take to make your report impressive5
正确答案Four
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形考务1
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—I was worried about my mathbut MrWhite gave me an A
—_________________
正确答案Congratulations
2—I’m terribly sorry that I’ve spilled some coffee on the table
—_________________
正确答案It doesn’t matter
3－How’s your mother doing
—_____________________
正确答案She is very well
4The enemy has strengthened their______position
正确答案defensive
5He says what he thinks and does what he wants to do________other people’s feelings
正确答案regardless of
6二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Good Communication SkillsKey to Any Success
1Good communication skills are the key to success in lifework and relationshipsWithout effective communicationa message can turn into errormisunderstandingfrustrationor even disaster by being misinterpreted or poorly delivered
The steps for good communication skills
Know what to say
Understand clearly the purpose and intent of your message
2Know how to say
Begin by making eye contactwhich shows confidenceThen pay attention to your body language
3Listen
After you’ve finished talkingyou should stoplistenand look for feedback and clues of comprehension
4Reach understanding
To communicate well is to understand and be understood
More Tips for Developing Good Communication Skills
1The better you are able to express yourselfthe better your ability to communicate
2Practice your listening skillsBe considerate of other speakers by waiting until they are done before stating your views
3Learn to understand and appreciate different views by being openmindedIt will in turngain you more cooperation and understanding
4Avoid trying to communicate when in an emotional stateTake time to consider your position through before speaking
When you take the time to develop good communication skillsit means you open yourself up to better relationshipsmore career opportunitiesand increased selfconfidenceMoreoveryou reach higher levels of mutual understanding and cooperation while successfully attaining your goals
1A message must be understoodinterpreted or delivered correctly with communication(1)
2When you talk with others you can pay little attention to your body language(2)
3The better you are able to understand othersthe better your ability to communicate(3)
4Before stating your opinionsyou’d better let the speaker finish his or her talking first(4)
5Don’t argue or debate with others if you feel angry or displeased(5)
正确答案：(1)B(2)B(3)B(4)A(5)A
形考务2
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—HiHelenI’ll have an interview tomorrowI’m afraid I can’t make it
—
正确答案Sureyou canTake it easy
2—
—My name is Helenand I was born in 1980My major was electrical engineering
正确答案Tell me a little bit about yourselfplease
3—What starting salary do you expect
—
正确答案I＇d like to start at5000 a month
4You can try these methods to keep your interview anxiety________control
正确答案under
5You also should send a resume________the employer know more information about you
正确答案to let
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Stress around interviews is often influenced by our assumptions we make to ourselves about the processCountering anxietyprovoking thoughts can help to lower levels of anxietyI just messed up that answerand there’s no hopeOne poor answer normally does not knock a candidate out of considerationAn interview is like a testgetting an 85 or 90 might be good enough to get the job
Visualizing success can improve performance and help ease anxietyAlways try imagining positive interactions with your interviewerparticularly in the hours just before your interview
To some extentrelaxation techniquessuch as progressive muscle relaxation or breathing exercisescan manage anxietyIf your anxiety around interview is excessiveyou might consider seeing a doctor to develop effective countermeasures
1What often influences the stress around interviews according to the passage1
正确答案Anxietyprovoking thoughts
2Does one poor answer in an interview influence a candidate to get a job2
正确答案No
3Can imagining success help a candidate to lower levels of anxiety3
正确答案Yes
4How can we reduce our stress around interviews4
正确答案Breathe deeply
5When should we go to see a doctor according the author5
正确答案When we have too much stress around interview
形考务3
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—Should I leave earlier tomorrow morning
—______________________
正确答案Yesit’s better to leave earlier to avoid the morning traffic
2—______________________
—Everything is going smoothly
正确答案How is everything going
3—______________________
—In totalit should be about 15000 RMB for the threedaytraining
正确答案How much have you budgeted for the training
4We need to carry out a proper（）of the new system
正确答案evaluation
5The training is_____positive results on the job they are presently_____
正确答案bringing aboutdoing
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
PPHC and Gooseneck are two organizations that do similar community workEach has hired a new staff member to make contact with and provide services to new parents
Elainehas accepted a job with PPHCShe has a degree in psychology but has never done this type of work beforeOn her first dayafter showing her to her desk and introducing her tocolleaguesthe director gives her a town map and a list of the names of the families she will be responsible forand wishes her luckAfter lunchElaine sets out to contact the familiesworried about what she’ll do or say when she meets them
Mark has a degree similar to Elaine’sand has just been hired by GooseneckOn his first dayhe learns thathis job will consist of training for the next weekMark spends two days going on family visits with experienced staff membersand discusses with them what they did and whyHe roleplays some situations with other staff membersand gets some direct instruction from themBy the following weekwhen he’s on his ownhe feels he has a pretty good idea of what he needs to doand how to go about itAnd he knows that his training will continue
Which situation would you rather be inbeing thrown into the thick of things with no trainingor being trained to preparefor the work you’re going to do
1What are PPHC and Gooseneck1
正确答案They are two organizations that do similar community work
2Which degree does Elaine have2
正确答案Psychology degree
3Which of the following statements is TRUE according to the passage3
正确答案Markhas a clear idea of his job after the training
4How is Mark trained to be prepared for his work4
正确答案Both A and B
5What is the main idea of the passage5
正确答案The importance of training
形考务4
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—What kind of event are you going to plan
—
正确答案A birthday party for my brother
2—Let’s make plan first for our eventsshall we
—________________
正确答案OKlet’s do it
3—
—It will be held on the 3rd floor of Shakiraton Hotel
正确答案What is the address of your speech
4Your longterm success in event planning will be based the experience you had
正确答案on
5They have disagreement__the plan of celebrating the founding of the community
正确答案on
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Successful events don＇t just happenthey＇re the result of 1The 2 the eventthe bigger the planJust because Christian events are usually run by volunteers doesn＇t mean you can get away with less planningThe more effort you put in beforehandthe more successful your event will beHere are the key issues you need to think about when planning your event
Choose an event people want to come toYou don＇t want people coming to your event just because they＇re supporting their churchYou want them to come because they want to be therebecause the event is so compelling they can＇t afford to 3 it4 it＇s a concert or teaching eventa visiting speaker or a drama productionmake sure the content will 5 the people you expect to be there
正确答案：(1)B(2)A(3)C(4)C(5)B
形考务5
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—
—Twice a week
正确答案How often do you use our company’s product
2—Thank you very much for answering our questionsIt really helps our market research a lot
—________________
正确答案It’s my pleasure
3—What’s your view on our questionnaire
—________________
正确答案First of allWe’d better change our question order
4You need to_____those questionnaire papers for your company
正确答案hand out
5Questionnaires are easy to____
正确答案analyze
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Questionnaires can be a simple way to get to know your audience’s opinionsThough it is easy to write a questionnaireyou need a lot of skill and experience to write a good oneLuckilygood design skills can be learned in a short time
Keep your questionnaire simple and visually attractive
Keep your questionnaire short and simpleA short and simple questionnaire is more likely to be completed and returnedIt is also important to make your questionnaire as attractive as possibleYou should keep the following design elements in mind
TextChoose a font style that is easy to readand make sure the font size is large enough for your respondents to read
ParagraphsLong paragraphs can be daunting for readersso try to keep your blocks of text to a handful of lines
White spaceEnsure that there is space between questions and sections and don’t make margins too small
Keep questions brief and easy to understand
Be brief and direct with your questionsDo not use any unnecessary words and phrasesBrief questions that use simple language are easy to read and understandso 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 onesTry to avoid jumping back and forth between general and specific questions
Use openended questions properly
Openended questions mean respondents can answer freely using their own wordsThey can provide more detailed informationbut they take more time and effort to answer and can be more difficult to analyzeYou should not use too many openended questions in one questionnaire
In a wordtaking the time to develop a welldesigned and participantfriendly questionnaire will give you useful data that can help you make the right decisions
1The questionnaire contains following elements except1
正确答案Address
2In order to keep your questionnaire visually attractiveyou should 2
正确答案Leave enough space between questions and sections
3You should start your questionnaire with_______questions and then move to_______ones3
正确答案generalspecific
4What could be the best title for this passage4
正确答案Designing an Effective Questionnaire
5Which of the following statements is NOT correct5
正确答案Openended questions cannot provide more detailed informationso you’d better not use too many openended questions in one questionnaire
形考务6
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—What do you think of your mother’s advice
—
正确答案It doesn’t fit usactually
2—How do you like living in Beijing
—
正确答案I love itBeijing is such a beautiful city
3—Can you stay here longer
—but I have to be back tomorrow
正确答案I’d love to
4The music like the singing of a bird
正确答案sounds
5You’d better have your hair_____before going to your friend’s wedding
Bcut
6二翻译：ABC三选项中选出英文适合中文翻译
1A man and his wife had a small restaurant near a station1
正确答案男妻子车站方开家饭馆
2On the last day of the old yearthere is a family dinner2
正确答案年天会次家庭聚餐
3A few minutes later the doctor came out of his room for the third time3
正确答案分钟医生第三次房间走出
4You can see many interesting things on your way4
正确答案路见许趣事情
5Having patience with your customers and with yourself will go a long way in winning over hostile customers5
正确答案顾客耐心赢生气顾客工作支持方面帮助
形考务7
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—CustomerWe have ordered for almost one hourWhy is it so hard to get our dishes ready in your restaurant
—Waiter
正确答案I’m really sorry about that
2—
—Neither do ILook at our communityit is such a mess
正确答案I really don’t think our service center is satisfying
3—
—That’s great
正确答案How about going to dinner at the Mexican restaurant tonight
4We it very much that you’ve come to give us a timely rideOtherwise we would miss the train
正确答案appreciate
5The more information you can getin your field
正确答案the more competitive you will be
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any businessthen you have to learn how to handle angry customersListed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt 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 mouthMake sure you listen more than you speakBy listening carefullyyou will be able to understand why the customer is complainingso that satisfactory steps can be taken
Show that you careUse every opportunity to express your apology and understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving 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 themIf you follow the above tipsyou are on your way to succeeding in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints1
正确答案staff members
2When a customer shouts rudely at youyou should 2
正确答案keep calm and listen carefully to the customer
3The underlined sentenceUse your ears more than your mouthmeans 3
正确答案ou should listen more than you speak
4When dealing with an angry customerwhich is NOT the right attitude4
正确答案Be amused
5Which of the following statements is true according to the passage5
正确答案You should relax yourself and try to understand the angry customers
形考务8
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—How did your talk with the community resident go
—________He seemed to accept my explanationbut he didn’t sign his name here
正确答案I’m not sure
2—Good morningSunshine Community CenterMay I help you
—
正确答案I need a plumber to repair the water pipe in my kitchen
3—
—It costs us ten thousand dollars
正确答案How much does the printing of the annual report cost
4When stating problemswe can make a_____with those from last year
正确答案comparison
5People______find useful information from the annual report
正确答案could
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
If you take the following stepsyou can make a satisfactory annual reportAnd your boss and other supporters will be impressed
Defining your accomplishmentsWhat difference did you makeWhat has changed in your community or field because of your work over the past yearTake all of your activities over the last 12 months and divide them into three to five major accomplishments
Less is moreBe selectiveIf you include everythingthe annual report becomes cluttered with informationYou should think about what you want to focus onand then select statistics to represent that and highlight key achievements with photosor case studiesetc
Adding visuals and chartsVisuals and charts can reduce the need for texts and detailsAnd they will make the report more attractiveIt’s great if you produce a fullcolor publication with lots of nice photographyOf courseit will depend on your resources
A strong call to actionA strong call to action at the end of your report will impress the readers deeplyMake it clear what you’d like your readers to do once they’ve read it
1Do you have to gather all the information since you entered the company before writing the annual report1
正确答案No
2Is it reasonable to include everything of the company in order to make the annual report informative2
正确答案No
3What does the underlined phraseLess is moremean3
正确答案Using fewer wordsmaking fewer partsand so onis simplerand more efficient than the opposite
4Which is NOT TURE for the functions of the visuals and charts4
正确答案They can make the report harder to be understood
5How many steps should you take to make your report impressive5
正确答案Four
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