1
1389 国开电科理英语 4历年期末考试(第三题阅读选择题)
试题答案汇编(珍藏版)
2021 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
●Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
●Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
●Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need
to get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
●Assess yourself ： Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
●Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply your existingskills and knowledgeand what
news skills you need to acquire
●Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjustYou can＇t get to the top of Everest by jumping up
the mountainYou get to the mountaintop by taking incremental stepsStep by stepyou get to the goalsays
Robin Sharmaone of the world＇s mostsoughtafter leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
●意识改变正发生：发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
●工作场保持警惕：解周围发生事情遇暗示变化发生线索时承认
●保持开放沟通渠道：退缩期事情会利通您需熟悉正发生变化您
理层行寻求更细节便准确解事情透明坦诚面恐惧：处理未知事物常常
感厌恶畏惧画面清晰
●评估：改变技力信心动摇时候认清长处
发挥方时注意发展领域努力改进
●僵硬：果僵化会改变程变更加困难足够灵活角度改变
里应现技知识新闻技需获
●保持乐观：保持积极态度确定性中淹没融入新程中新
场景中正确定位调整步骤步步会达目标罗宾夏尔马说世界受追捧2
领导力成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Asurvive
Bcut down on the number of workers
Creshuffle the organization
[答案]A
附：
21企业实现_________进行减员重组削减成
A生存
B减少工数量
C改组组织
[答案]A
22No industry is exemptmeans_________
ANo industry is an example
BNo industry is an exception
CNot every industry can be exempted
[答案]B
附：
22没行业豁免指_________
A没行业例子
B行业例外
C行业豁免
[答案]B
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is _________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A3
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2021 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amougst scholars：how can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
●Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
●Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
●Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need
to get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
●Assess yourself ： Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
●Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply your existingskills and knowledgeand what
news skills you need to acquire
●Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjustYou can＇t get to the top of Everest by jumping up
the mountainYou get to the mountaintop by taking incremental stepsStep by stepyou get to the goalsays
Robin Sharmaone of the world＇s mostsoughtafter leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
●意识改变正发生：发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
●工作场保持警惕：解周围发生事情遇暗示变化发生线索时承认
●保持开放沟通渠道：退缩期事情会利通您需熟悉正发生变化您
理层行寻求更细节便准确解事情透明坦诚面恐惧：处理未知事物常常
感厌恶畏惧画面清晰
●评估：改变技力信心动摇时候认清长处
发挥方时注意发展领域努力改进
●僵硬：果僵化会改变程变更加困难足够灵活角度改变4
里应现技知识新闻技需获
●保持乐观：保持积极态度确定中沉沦融入新程中新场景
中正确定位调整步骤步步会达目标罗宾夏尔马说世界受追捧
领导力成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Asurvive
Bcut down on the number of workers
Creshuffle the organization
[答案]A
附：
21企业实现_________进行减员重组削减成
A生存
B减少工数量
C改组组织
[答案]A
22No industry is exemptmeans_________
ANo industry is an example
BNo industry is an exception
CNot every industry can be exempted
[答案]B
附：
22没行业豁免指_________
A没行业例子
B行业例外
C行业豁免
[答案]B
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is _________
Aan expert on leadershipand personal success5
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2020 年 9 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
The meaning ofcommunicationgoes a lot deeper than people often thinkCommunication is about
conceivingsendingreceivingand interpreting messages as well as confirming reception of these messagesA
failure at any point in this chain can result in ineffective communication
Ineffective communication can be disastrousThere is a famous story of a British Army Commander who sent
the messageSend reinforcementswe＇re going to advanceback to his Command Centerthrough along chain
of subordinatesWhen the message finally reached the Command Centerit hadmutatedto becomeSend three
and fourpencewe＇re going to a danceThe reinforcements never arrived
You can demonstrate this same principlealbeit on a less dramatic scaleby trying to play Chinese Whispers
with more than 20 peopleIt is highly unlikely the same message you started with will be the one you end with
In a businessthere are three main types of communication failureEach has its own indicative signs
·The first type is known as allocative failureThis occurs when a firm is not gathering enough intelligence
about its market or(most often) the information is not reaching the right pointsThe firm will not be allocating
resources in step with the shifts in demandIf demand is rising but the firm is suffering from allocative
communication failurethen stocks will fall and there will be under staffingIf the inverse happensthere will be
a surplus of stocks and over staffing
·The second type is executive failurewhere communication to trigger specific eventsactions is either late
lacking or in errorThe symptoms of this area general loss of direction in the company or departmentsa loss of
coordination and an increase in complaints from customers as things happen late or not at all
·The final type is human failureThis occurs when the general culture of a business or the relationships between
particular individuals or departments do not foster effective communicationThis leads to alienated staffan
increase in staff turnoveran increase in absenteeism and general frustration among staffCreativityespecially
that which takes place across departmental boundariesis likely to suffer hugely as team synergy slips
附：
第 1 段
沟通含义通常想象深刻沟通关构思发送接收解释信息确认
信息接收链条中点失败导致效沟通
效沟通灾难性著名事位英国陆军指挥官发送信息派遣增援
前进回指挥中心通属链信息终达指挥中心已变异成送三四便士
跳舞援军迟迟没
您通尝试 20 起玩中国耳语展示样原规模戏剧化您开始
相信息太成您结束信息
企业中沟通失败分三种类型种指示标志
·第类称分配失败发生公司没收集足够市场情报(常见)信息没达正确
点公司会转变步分配资源果需求升公司出现分配沟通失败库存会降会
出现员足果相反会出现库存剩员剩
·第二类执行失败触发特定事件行动沟通迟缺乏错误方面症状公司部门普
遍失方失协调增加客户投诉事情发生太晚根没发生6
·种失败发生企业般文化特定部门间关系促进效沟通
时会导致员工疏远员工流失率增加旷工率增加普遍挫败感创造力尤跨部门创造力
会着团队协效应滑受巨影响
21Confirming reception of the sent messages means
Athe messages are sent to right receivers
Bthe messages are correctly understood
Cthe messages are correctly understood by right receivers
[答案]C
附：
21确认收发送消息指
A消息发送正确接收者
B消息正确理解
C正确接收者正确理解消息
[答案]C
22In the famous British Army Commander story which step probably did NOT go wrong in the
communication chain？
AConceiving
BSending
CReceiving
[答案]A
附：
22著名英国陆军指挥官事中通信链中步没出错？
A怀孕
B发送
C接收
23What is Chinese whispers？
AWho whispers in Chinese
BA game to pass message around in a whisper
CChinese people who don＇t normally talk very loudly
[答案]B
附：
23什汉语耳语？
A谁中文耳语
B耳语传递信息游戏
C时说话声中国
[答案]B
24Allocative failure does NOT happen when
Athe right information goes to the right place
Ba company gathers false information
Cthe correct information is not received by the right department or person
[答案]A
附：
24分配失败会发生
A正确信息正确方
B家公司收集虚假信息
C正确部门员没收正确信息
[答案]A
25According to the passagewhich of the following cases does NOT belong to human failure？
ADecreasing creativity across departments
BInadequate communication between departments7
CIncreasing customer complaints
[答案]C
附：
25根文章列情况属障？
A降低跨部门创造力
B部门间沟通充分
C增加客户投诉
[答案]C
2020 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
·Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
·Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need
to get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
·Assess yourself：Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
·Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply yourexistingskills and knowledgeand what
news skills you need to acquire
·Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsoughtafter
leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
·意识改变会发生：发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
·工作中保持警惕：知道周围发生什遇暗示变化发生线索时承认
保持开放沟通渠道：退缩期事情会利通需熟悉正发生变化理层
行寻求更细节便准确解事情透明诚实关恐惧：未知交道常常感厌
恶畏惧画面清晰8
·评估：改变技力信心动摇时候认清长处
发挥里时注意发展领域努力改进
·僵硬：果僵化会变革程变更加困难足够灵活性角度
变革里应现技知识新闻技需获
·保持乐观：保持积极态度确定中淹没参新程中新场
景中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧—领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B59
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2020 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholarshow can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
·Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
·Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
·Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need to
get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
·Assess yourself ： Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
·Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply yourexistingskills and knowledgeand what
news skills you need to acquire
·Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsought
after leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
·意识改变会发生：发生生活中发生职业生涯中活10
否认发生改变会事情变更复杂
·工作中保持警惕：知道周围发生什遇暗示变化发生线索时承认
·保持畅通沟通渠道：懈怠期事情会利通需熟悉正发生变化理
层行寻求更细节便准确解事情透明透明坦诚面恐惧：处理未知事物常常
感厌恶畏惧画面清晰
·评估：改变技力信心开始动摇时候认清长处
方面发挥作时注意发展领域努力改进
·僵硬：果僵化会变革程变更加困难足够灵活性角度
变革里应现技知识新闻技需获
·保持乐观：保持积极态度确定中淹没参新程中新场
景中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C611
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2019 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇s change Downsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？ And what can employees do to get through it？
Tips for dealing with change in the workplace
• Make yourself aware that change happensit happens in personal lifeit happens in your professional lifeYou
cannot live in the pastso denying that change could occur only makes things more complicated for you
•Stay alert in the workplace know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
•Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need to
get acquainted with the occurring changesSeek more details from your management and peers to form an
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
•Assess yourself Change is a time when one＇s confidence about one＇s skills and capabilities gets
shakyRecognize your strengths and where you could bring them into playAt the same timestay aware of your
developmental areas and work on improving those
•Don＇t be stiff It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply yourexisting skills and knowledgeand what
news skills you need to acquire
•Stay optimistic Keep a positive attitude and don＇t let yourself drown in uncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsoughtafter
leadership and personal success experts
附：
第 1 段
果词够抓住世界正发生事情质变化裁员重组削减成
现生存常态没行业例外保守机构生存进行重变革12
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
•意识改变会发生发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
•工作场保持警惕知道周围正发生什遇暗示变化正发生线索时承认
•保持开放沟通渠道：懈怠期事情会利通您需熟悉正发生变化您理
层行寻求更细节形成事准确理解透明透明坦诚面恐惧：处理未知事物常
常感厌恶畏惧画面清晰
•评估改变技力信心开始动摇时候认清长处
发挥作方时注意发展领域努力改进领域
•僵硬果僵化变革程变更加困难足够灵活性角度
变革里应现技知识需获新闻技
•保持乐观保持积极心态沉浸确定中参新程中新场景
中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革13
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2019 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇s change Downsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？ And what can employees do to get through it？
Tips for dealing with change in the workplace
•Make yourself aware that change happensit happens in personal lifeit happens in your professional lifeYou
cannot live in the pastso denying that change could occur only makes things more complicated for you
•Stay alert in the workplace know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
•Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need to
get acquainted with the occurring changesSeek more details from your management and peers to form an
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
•Assess yourself Change is a time when one＇s confidence about one＇s skills and capabilities gets
shakyRecognize your strengths and where you could bring them into playAt the same timestay aware of your
developmental areas and work on improving those
•Don＇t be stiff It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply your existing skills and knowledgeand what
news skills you need to acquire
•Stay optimistic Keep a positive attitude and don＇t let yourself drown in uncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsoughtafter14
leadership and personal success experts
附：
第 1 段
果词够抓住世界正发生事情质变化裁员重组削减成
现生存常态没行业例外保守机构生存进行重变革
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
•意识改变会发生发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
•工作场保持警惕知道周围正发生什遇暗示变化正发生线索时承认
•保持开放沟通渠道：懈怠期事情会利通您需熟悉正发生变化您理
层行寻求更细节形成事准确理解透明透明坦诚面恐惧：处理未知事物常
常感厌恶畏惧画面清晰
•评估改变技力信心开始动摇时候认清长处
发挥作方时注意发展领域努力改进领域
•僵硬果僵化变革程变更加困难足够灵活性角度
变革里应现技知识需获新闻技
•保持乐观保持积极心态沉浸确定中参新程中新场景
中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B15
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2018 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
In 1916a French coalmine director named Henri Fayol wrote a book entitled Administration Industrielle et
Generale which set forth five distinct functions of managing that Fayol insisted were applicable in any
industryIn the 1950＇smanagement textbooks began to incorporate some of a Fayol＇s ideas into their content
and todaymanagement courses still use many of his ideas to teach management to business students
Planning
Planning involves deciding where to take a company and selecting steps to get thereIt first requires managers
to be aware of challenges facing their businessesand then it requires managers to forecast future business and
economic conditionsThey then formulate objectives to reach by certain deadlines and decide on steps to reach
themThey reevaluate their plans as conditions change and make adjustments as necessary
Organizing
Managers organize by bringing together physicalhuman and financial resources to achieve objectivesThey
identify activities to be accomplishedclassify activitiesassign activities to groups or individualscreate
responsibilities and delegate authorityThey then coordinate everything so operations run smoothly
Leading
Leading requires managers to motivate employees to achieve business objectives and goalsIt requires the use
of authority to achieve those ends as well as the ability to communicate effectivelyEffective leaders can
influence their personnel to view situations from their perspectivesLeading also involves supervision of
employees and their work
Controlling16
Controlling involves measuring achievement against established objectives and goalsIt also requires managers
to be able to identify sources of deviation from successful accomplishment and to provide a corrective course of
actionManagers first establish objectives and goalsthen measure achievementsidentify anything that is
keeping the company from achieving their objectives and goalsand provide means of correction if necessary
Staffing
Without human resourcesno organization can get off the groundlet alone do business and make profitsSome
distinct features of the staffing function are：
●It puts the right man in the right job
●It is an ongoing activity as employees keep leaving and joining the companythey also retire from time to
time leaving empty places in various positions
●Efficiency is a prime focus of this function as managing people is the toughest job there iseverything must be
accounted forleavespaymentsbenefitsmedical allowancessocial security accounting and much more
附：
第 1 段
1916 年法国煤矿厂长亨利·法约尔(Henri Fayol)写名Industrielle et Generale书提
出法约尔坚持适行业五种理职1950 年代理教科书开始吸收法约尔
思想进入容天理课程然许想法商科学生教授理
规划
规划包括决定家公司带里选择达里步骤首先求理者意识业务
面挑战然求理者预测未业务济状况然制定目标定期限实现
决定接触步骤会着情况变化重新评估计划根需进行调整
组织
理员通汇集物理力财力资源实现目标确定完成活动活动进行分类
活动分配团体制定责放权力然协调切运营利进行
领导
领导需理者激励员工实现业务目标目标需权力实现目标效沟通
力效领导影响员工角度情况领导包括监督员工工作
控制
控制涉根定目标目标衡量成求理者够识偏离成功成源提供纠
正措施理者首先建立目标目标然衡量成识保持变东西公司实现目标目标
必时提供纠正手段
员配备
没力资源组织法起步更说做生意盈利员配备功显着特点：
●合适做合适工作
●项持续活动员工断离开加入公司时常退休留岗位空位
●效率该功重点理员艰巨工作事情必须核算请假付款
福利医疗津贴社会保障会计等等
21What is the main idea of this passage？
ATo introduce some of the author＇s ideas about management
BTo introduce five distinct functions of managing proposed by Fayol
CTo promote the book entitled Administration Industrielle et Generale
[答案]B
附：
21段话思想什？
A介绍作者理思想
B介绍法约尔提出五种理职
C推广名 Administration Industrielle et Generale 书
[答案]B
22What are the influence of Fayol＇s book Administration Industrielleet Generale？17
AIt is of no influence at all for today
BIt is nearly forgotten by the world
CIt is still great effect on current management courses
[答案]C
附：
22法约尔书 Administration Industrielle et Generale 什影响？
A天完全没影响
B世界遗忘
C目前理课程影响
[答案]C
23Which step of managing refers to bring staff together and tell them what to do？
ALeading
BOrganizing
CStaffing
[答案]B
附：
23理步员工聚集起告诉做什？
A领先
B组织
C员配备
[答案]B
24Which item in Chinese below has not mentioned as things needed to take care for people management？
A住房公积金
B医疗补贴
C请假
[答案]A
附：
24项中文没提事理需注意事项？
A住房公积金
B医疗补贴
C请假
[答案]A
25In the step of________managers need to find out obstacles in the course of achieving company＇s objectives
and goals
Acontrolling
Bleading
Cplanning
[答案]A
附：
25________步骤中理者需找出实现公司目标目标程中障碍
A控制
B领先
C规划
[答案]A
2018 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
The meaning ofcommunicationgoes a lot deeper than people often thinkCommunication is about
conceivingsendingreceivingand interpreting messages as well as confirming reception of these messagesA18
failure at any point in this chain can result in ineffective communication
Ineffective communication can be disastrousThere is a famous story of a British Army Commander who sent
the messageSend reinforcementswe＇re going to advanceback to his Command Centerthrough along chain
of subordinatesWhen the message finally reached the Command Centerit hadmutatedto become Send three
and fourpencewe＇re going to a danceThe reinforcements never arrived
You can demonstrate this same principlealbeit on a less dramatic scaleby trying to play Chinese Whispers
with more than 20 peopleIt is highly unlikely the same message you started with will be the one you end with
In a businessthere are three main types of communication failureEach has its own indicative signs
●The first type is a known as allocative failureThis occurs when a firm is not gathering enough
intelligence about its market or(most often) the information is not reaching the right pointsThe firm will not
be allocating resources in step with the shifts in demandIf demand is rising but the firm is suffering from
allocative communication failure then stocks will fall and there will be understaffingIf the inverse
happensthere will be a surplus of stocks and over staffing
●The second type is executive failurewhere communication to trigger specific eventsactions is either late
lacking or in errorThe symptoms of this area general loss of direction in the company or departmentsa loss of
coordination and an increase in complaints from customers as things happen late or not at all
●The final type is human failure This occurs when the general culture of a business or the relationships
between particular individuals or departments do not foster effective communicationThis leads to alienated
staffan increase in staff turnoveran increase in absenteeism and general frustration among staffCreativity
especially that which takes place across departmental boundariesis likely to suffer hugely as team synergy
slips
附：
第 1 段
沟通含义通常想象深刻沟通关构思发送接收解释信息确认
信息接收链条中点失败导致效沟通
效沟通灾难性著名事位英国陆军指挥官发送信息派遣增援
前进回指挥中心通属链信息终达指挥中心已变异成送三四便士
跳舞援军迟迟没
您通尝试 20 起玩中国耳语展示样原规模戏剧化您开始
相信息太成您结束信息
企业中沟通失败分三种类型种指示标志
●第种类型称分配失败发生公司没收集足够市场情报(常见情况)信息没达
正确点公司会市场步分配资源果需求升公司出现配置沟通失败库存会
降会出现员足果相反会出现库存剩员剩
●第二类执行失败触发特定事件行动沟通迟缓缺乏错误方面症状公司部门普
遍失方失协调增加客户投诉事情发生太晚根没发生
●种失败企业般文化特定部门间关系促进效沟通时
会发生种情况会导致员工疏远员工流失率增加旷工率增加普遍挫败感创造力尤跨
部门创造力会着团队协效应滑受巨影响
21Confirming reception of the sent messages means_________
Athe messages are sent to right receivers
Bthe messages are correctly understood
Cthe messages are correctly understood by right receivers
[答案]C
附：
21确认收发送消息意味着_________
A消息发送正确接收者
B消息正确理解
C正确接收者正确理解消息19
[答案]C
22In the famous British Army Commander story which step probably did NOT go wrong in the
communication chain？
AConceiving
BSending
CReceiving
[答案]A
附：
22著名英国陆军指挥官事中通信链中步没出错？
A怀孕
B发送
C接收
[答案]A
23What is Chinese whispers？
AWho whispers in Chinese
BA game to pass message around in a whisper
CChinese people who don＇t normally talk very loudly
[答案]B
附：
23什汉语耳语？
A谁中文耳语
B耳语传递信息游戏
C时说话声中国
[答案]B
24Allocative failure does NOT happen when_________
Athe right information goes to the right place
Ba company gathers false information
Cthe correct information is not received by the right department or person
[答案]A
附：
24正确信息达正确方时分配失败会发生
A正确信息正确方
B家公司收集虚假信息
C正确部门员没收正确信息
[答案]A
25According to the passagewhich of the following cases does NOT belong to human failure？
ADecreasing creativity across departments
BInadequate communication between departments
CIncreasing customer complaints
[答案]C
附：
25根文章列情况属障？
A降低跨部门创造力
B部门间沟通充分
C增加客户投诉
[答案]C
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1389 国开电科理英语 4历年期末考试(第三题阅读选择题)
试题答案汇编(珍藏版)
2021 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
●Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
●Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
●Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need
to get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
●Assess yourself ： Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
●Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply your existingskills and knowledgeand what
news skills you need to acquire
●Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjustYou can＇t get to the top of Everest by jumping up
the mountainYou get to the mountaintop by taking incremental stepsStep by stepyou get to the goalsays
Robin Sharmaone of the world＇s mostsoughtafter leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
●意识改变正发生：发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
●工作场保持警惕：解周围发生事情遇暗示变化发生线索时承认
●保持开放沟通渠道：退缩期事情会利通您需熟悉正发生变化您
理层行寻求更细节便准确解事情透明坦诚面恐惧：处理未知事物常常
感厌恶畏惧画面清晰
●评估：改变技力信心动摇时候认清长处
发挥方时注意发展领域努力改进
●僵硬：果僵化会改变程变更加困难足够灵活角度改变
里应现技知识新闻技需获
●保持乐观：保持积极态度确定性中淹没融入新程中新
场景中正确定位调整步骤步步会达目标罗宾夏尔马说世界受追捧2
领导力成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Asurvive
Bcut down on the number of workers
Creshuffle the organization
[答案]A
附：
21企业实现_________进行减员重组削减成
A生存
B减少工数量
C改组组织
[答案]A
22No industry is exemptmeans_________
ANo industry is an example
BNo industry is an exception
CNot every industry can be exempted
[答案]B
附：
22没行业豁免指_________
A没行业例子
B行业例外
C行业豁免
[答案]B
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is _________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A3
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2021 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amougst scholars：how can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
●Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
●Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
●Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need
to get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
●Assess yourself ： Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
●Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply your existingskills and knowledgeand what
news skills you need to acquire
●Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjustYou can＇t get to the top of Everest by jumping up
the mountainYou get to the mountaintop by taking incremental stepsStep by stepyou get to the goalsays
Robin Sharmaone of the world＇s mostsoughtafter leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
●意识改变正发生：发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
●工作场保持警惕：解周围发生事情遇暗示变化发生线索时承认
●保持开放沟通渠道：退缩期事情会利通您需熟悉正发生变化您
理层行寻求更细节便准确解事情透明坦诚面恐惧：处理未知事物常常
感厌恶畏惧画面清晰
●评估：改变技力信心动摇时候认清长处
发挥方时注意发展领域努力改进
●僵硬：果僵化会改变程变更加困难足够灵活角度改变4
里应现技知识新闻技需获
●保持乐观：保持积极态度确定中沉沦融入新程中新场景
中正确定位调整步骤步步会达目标罗宾夏尔马说世界受追捧
领导力成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Asurvive
Bcut down on the number of workers
Creshuffle the organization
[答案]A
附：
21企业实现_________进行减员重组削减成
A生存
B减少工数量
C改组组织
[答案]A
22No industry is exemptmeans_________
ANo industry is an example
BNo industry is an exception
CNot every industry can be exempted
[答案]B
附：
22没行业豁免指_________
A没行业例子
B行业例外
C行业豁免
[答案]B
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is _________
Aan expert on leadershipand personal success5
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2020 年 9 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
The meaning ofcommunicationgoes a lot deeper than people often thinkCommunication is about
conceivingsendingreceivingand interpreting messages as well as confirming reception of these messagesA
failure at any point in this chain can result in ineffective communication
Ineffective communication can be disastrousThere is a famous story of a British Army Commander who sent
the messageSend reinforcementswe＇re going to advanceback to his Command Centerthrough along chain
of subordinatesWhen the message finally reached the Command Centerit hadmutatedto becomeSend three
and fourpencewe＇re going to a danceThe reinforcements never arrived
You can demonstrate this same principlealbeit on a less dramatic scaleby trying to play Chinese Whispers
with more than 20 peopleIt is highly unlikely the same message you started with will be the one you end with
In a businessthere are three main types of communication failureEach has its own indicative signs
·The first type is known as allocative failureThis occurs when a firm is not gathering enough intelligence
about its market or(most often) the information is not reaching the right pointsThe firm will not be allocating
resources in step with the shifts in demandIf demand is rising but the firm is suffering from allocative
communication failurethen stocks will fall and there will be under staffingIf the inverse happensthere will be
a surplus of stocks and over staffing
·The second type is executive failurewhere communication to trigger specific eventsactions is either late
lacking or in errorThe symptoms of this area general loss of direction in the company or departmentsa loss of
coordination and an increase in complaints from customers as things happen late or not at all
·The final type is human failureThis occurs when the general culture of a business or the relationships between
particular individuals or departments do not foster effective communicationThis leads to alienated staffan
increase in staff turnoveran increase in absenteeism and general frustration among staffCreativityespecially
that which takes place across departmental boundariesis likely to suffer hugely as team synergy slips
附：
第 1 段
沟通含义通常想象深刻沟通关构思发送接收解释信息确认
信息接收链条中点失败导致效沟通
效沟通灾难性著名事位英国陆军指挥官发送信息派遣增援
前进回指挥中心通属链信息终达指挥中心已变异成送三四便士
跳舞援军迟迟没
您通尝试 20 起玩中国耳语展示样原规模戏剧化您开始
相信息太成您结束信息
企业中沟通失败分三种类型种指示标志
·第类称分配失败发生公司没收集足够市场情报(常见)信息没达正确
点公司会转变步分配资源果需求升公司出现分配沟通失败库存会降会
出现员足果相反会出现库存剩员剩
·第二类执行失败触发特定事件行动沟通迟缺乏错误方面症状公司部门普
遍失方失协调增加客户投诉事情发生太晚根没发生6
·种失败发生企业般文化特定部门间关系促进效沟通
时会导致员工疏远员工流失率增加旷工率增加普遍挫败感创造力尤跨部门创造力
会着团队协效应滑受巨影响
21Confirming reception of the sent messages means
Athe messages are sent to right receivers
Bthe messages are correctly understood
Cthe messages are correctly understood by right receivers
[答案]C
附：
21确认收发送消息指
A消息发送正确接收者
B消息正确理解
C正确接收者正确理解消息
[答案]C
22In the famous British Army Commander story which step probably did NOT go wrong in the
communication chain？
AConceiving
BSending
CReceiving
[答案]A
附：
22著名英国陆军指挥官事中通信链中步没出错？
A怀孕
B发送
C接收
23What is Chinese whispers？
AWho whispers in Chinese
BA game to pass message around in a whisper
CChinese people who don＇t normally talk very loudly
[答案]B
附：
23什汉语耳语？
A谁中文耳语
B耳语传递信息游戏
C时说话声中国
[答案]B
24Allocative failure does NOT happen when
Athe right information goes to the right place
Ba company gathers false information
Cthe correct information is not received by the right department or person
[答案]A
附：
24分配失败会发生
A正确信息正确方
B家公司收集虚假信息
C正确部门员没收正确信息
[答案]A
25According to the passagewhich of the following cases does NOT belong to human failure？
ADecreasing creativity across departments
BInadequate communication between departments7
CIncreasing customer complaints
[答案]C
附：
25根文章列情况属障？
A降低跨部门创造力
B部门间沟通充分
C增加客户投诉
[答案]C
2020 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
·Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
·Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need
to get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
·Assess yourself：Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
·Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply yourexistingskills and knowledgeand what
news skills you need to acquire
·Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsoughtafter
leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
·意识改变会发生：发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
·工作中保持警惕：知道周围发生什遇暗示变化发生线索时承认
保持开放沟通渠道：退缩期事情会利通需熟悉正发生变化理层
行寻求更细节便准确解事情透明诚实关恐惧：未知交道常常感厌
恶畏惧画面清晰8
·评估：改变技力信心动摇时候认清长处
发挥里时注意发展领域努力改进
·僵硬：果僵化会变革程变更加困难足够灵活性角度
变革里应现技知识新闻技需获
·保持乐观：保持积极态度确定中淹没参新程中新场
景中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧—领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B59
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2020 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇schangeDownsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholarshow can employers create suitable
conditions for a successful change process？And what can employees do to get through it？
Tips for dealing with change in the workplace
·Make yourself aware that change happens：it happens in personal lifeit happens in your professional lifeYou
can not live in the pastso denying that change could occur only makes things more complicated for you
·Stay alert in the workplace：know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
·Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need to
get acquainted with the occurring changesSeek more details from your management and peers to for man
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
·Assess yourself ： Changeisatimewhenone＇sconfidenceaboutone＇sskillsand capabilities gets shakyRecognize
your strengths and where you could bring them into playAt the same timestay aware of your developmental
areas and work on improving those
·Don＇t be stiff：It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply yourexistingskills and knowledgeand what
news skills you need to acquire
·Stay optimistic ： Keepapositiveattitudeanddon＇tletyourselfdrowninuncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsought
after leadership and personal success experts
附：
第 1 段
果词抓住世界发生事情质变化缩减重组削减成现
生存常态没行业幸免保守机构正历重变革改变生存
变革理直学者争问题雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
·意识改变会发生：发生生活中发生职业生涯中活10
否认发生改变会事情变更复杂
·工作中保持警惕：知道周围发生什遇暗示变化发生线索时承认
·保持畅通沟通渠道：懈怠期事情会利通需熟悉正发生变化理
层行寻求更细节便准确解事情透明透明坦诚面恐惧：处理未知事物常常
感厌恶畏惧画面清晰
·评估：改变技力信心开始动摇时候认清长处
方面发挥作时注意发展领域努力改进
·僵硬：果僵化会变革程变更加困难足够灵活性角度
变革里应现技知识新闻技需获
·保持乐观：保持积极态度确定中淹没参新程中新场
景中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C611
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2019 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇s change Downsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？ And what can employees do to get through it？
Tips for dealing with change in the workplace
• Make yourself aware that change happensit happens in personal lifeit happens in your professional lifeYou
cannot live in the pastso denying that change could occur only makes things more complicated for you
•Stay alert in the workplace know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
•Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need to
get acquainted with the occurring changesSeek more details from your management and peers to form an
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
•Assess yourself Change is a time when one＇s confidence about one＇s skills and capabilities gets
shakyRecognize your strengths and where you could bring them into playAt the same timestay aware of your
developmental areas and work on improving those
•Don＇t be stiff It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply yourexisting skills and knowledgeand what
news skills you need to acquire
•Stay optimistic Keep a positive attitude and don＇t let yourself drown in uncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsoughtafter
leadership and personal success experts
附：
第 1 段
果词够抓住世界正发生事情质变化裁员重组削减成
现生存常态没行业例外保守机构生存进行重变革12
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
•意识改变会发生发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
•工作场保持警惕知道周围正发生什遇暗示变化正发生线索时承认
•保持开放沟通渠道：懈怠期事情会利通您需熟悉正发生变化您理
层行寻求更细节形成事准确理解透明透明坦诚面恐惧：处理未知事物常
常感厌恶畏惧画面清晰
•评估改变技力信心开始动摇时候认清长处
发挥作方时注意发展领域努力改进领域
•僵硬果僵化变革程变更加困难足够灵活性角度
变革里应现技知识需获新闻技
•保持乐观保持积极心态沉浸确定中参新程中新场景
中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革13
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2019 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
If there＇s one word that captures the essence of what is occurring in the world todayit＇s change Downsizing
reorganizing and cutting costs are now the norm for survivalNo industry is exemptEven the most
conservative institutions are undergoing significant change just to survive
Change management has always been an issue of debate amongst scholars：how can employers create suitable
conditions for a successful change process？ And what can employees do to get through it？
Tips for dealing with change in the workplace
•Make yourself aware that change happensit happens in personal lifeit happens in your professional lifeYou
cannot live in the pastso denying that change could occur only makes things more complicated for you
•Stay alert in the workplace know what is happening around youWhen you come across clues that hint change
is on the wayacknowledge them
•Maintain open communication channels：Don＇t lay back and expect things to pass you by smoothlyYou need to
get acquainted with the occurring changesSeek more details from your management and peers to form an
accurate understanding of the matterBe transparent and honest about your fears：dealing with the unknown is
often resented and dauntingMake the picture as clear as you can
•Assess yourself Change is a time when one＇s confidence about one＇s skills and capabilities gets
shakyRecognize your strengths and where you could bring them into playAt the same timestay aware of your
developmental areas and work on improving those
•Don＇t be stiff It will make the change process much harder if you are rigidBe flexible enough to look at the
different angles of the change and see where you could apply your existing skills and knowledgeand what
news skills you need to acquire
•Stay optimistic Keep a positive attitude and don＇t let yourself drown in uncertaintyInvolve yourself in the new
processlocate yourself properly in the new scenarioAdjust
You can＇t get to the top of Everest by jumping up the mountainYou get to the mountaintop by taking
incremental stepsStep by stepyou get to the goalsays Robin Sharmaone of the world＇s mostsoughtafter14
leadership and personal success experts
附：
第 1 段
果词够抓住世界正发生事情质变化裁员重组削减成
现生存常态没行业例外保守机构生存进行重变革
变革理直学者争问题：雇成功变革程创造合适条件？员工度
难关？
应工作场变化提示
•意识改变会发生发生生活中发生职业生涯中活
否认发生改变会事情变更复杂
•工作场保持警惕知道周围正发生什遇暗示变化正发生线索时承认
•保持开放沟通渠道：懈怠期事情会利通您需熟悉正发生变化您理
层行寻求更细节形成事准确理解透明透明坦诚面恐惧：处理未知事物常
常感厌恶畏惧画面清晰
•评估改变技力信心开始动摇时候认清长处
发挥作方时注意发展领域努力改进领域
•僵硬果僵化变革程变更加困难足够灵活性角度
变革里应现技知识需获新闻技
•保持乐观保持积极心态沉浸确定中参新程中新场景
中正确定位调整
通跳山达珠穆朗玛峰通渐进步骤达山顶步步达目标罗宾夏
尔马说世界受追捧领导成功专家
21Enterprises carryout downsizingreorganizing and cutting costs in order to_________
Acut down on the number of workers
Breshuffle the organization
Csurvive
[答案]C
附：
21企业实现_________进行减员重组削减成
A减少工数量
B改组组织
C生存
[答案]C
22No industry is exemptmeans_________
ANo industry is an exception
BNo industry is an example
CNot every industry can be exempted
[答案]A
附：
22没行业豁免指_________
A行业例外
B没行业例子
C行业豁免
[答案]A
23The following questions are often discussed among scholars EXCEPT_________
AHow can bosses create favorable conditions for change
BHow can productivity be increased
CWhat can workers do to get through change
[答案]B15
附：
23_________外学者常讨问题
A老板变革创造利条件
B提高生产力
C工做什度变革
[答案]B
24How many suggestions does the author put forward？
A4
B5
C6
[答案]C
附：
24作者提出少建议？
A4
B5
C6
[答案]C
25From the passagewe know that Robin Sharma is_________
Aan expert on leadershipand personal success
Ba great leader
Csomeone who likes to play the game of Hide and Seek
[答案]A
附：
25文章中知道罗宾·夏尔马_________
A领导力成功方面专家
B伟领袖
C喜欢玩捉迷藏游戏
[答案]A
2018 年 7 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
In 1916a French coalmine director named Henri Fayol wrote a book entitled Administration Industrielle et
Generale which set forth five distinct functions of managing that Fayol insisted were applicable in any
industryIn the 1950＇smanagement textbooks began to incorporate some of a Fayol＇s ideas into their content
and todaymanagement courses still use many of his ideas to teach management to business students
Planning
Planning involves deciding where to take a company and selecting steps to get thereIt first requires managers
to be aware of challenges facing their businessesand then it requires managers to forecast future business and
economic conditionsThey then formulate objectives to reach by certain deadlines and decide on steps to reach
themThey reevaluate their plans as conditions change and make adjustments as necessary
Organizing
Managers organize by bringing together physicalhuman and financial resources to achieve objectivesThey
identify activities to be accomplishedclassify activitiesassign activities to groups or individualscreate
responsibilities and delegate authorityThey then coordinate everything so operations run smoothly
Leading
Leading requires managers to motivate employees to achieve business objectives and goalsIt requires the use
of authority to achieve those ends as well as the ability to communicate effectivelyEffective leaders can
influence their personnel to view situations from their perspectivesLeading also involves supervision of
employees and their work
Controlling16
Controlling involves measuring achievement against established objectives and goalsIt also requires managers
to be able to identify sources of deviation from successful accomplishment and to provide a corrective course of
actionManagers first establish objectives and goalsthen measure achievementsidentify anything that is
keeping the company from achieving their objectives and goalsand provide means of correction if necessary
Staffing
Without human resourcesno organization can get off the groundlet alone do business and make profitsSome
distinct features of the staffing function are：
●It puts the right man in the right job
●It is an ongoing activity as employees keep leaving and joining the companythey also retire from time to
time leaving empty places in various positions
●Efficiency is a prime focus of this function as managing people is the toughest job there iseverything must be
accounted forleavespaymentsbenefitsmedical allowancessocial security accounting and much more
附：
第 1 段
1916 年法国煤矿厂长亨利·法约尔(Henri Fayol)写名Industrielle et Generale书提
出法约尔坚持适行业五种理职1950 年代理教科书开始吸收法约尔
思想进入容天理课程然许想法商科学生教授理
规划
规划包括决定家公司带里选择达里步骤首先求理者意识业务
面挑战然求理者预测未业务济状况然制定目标定期限实现
决定接触步骤会着情况变化重新评估计划根需进行调整
组织
理员通汇集物理力财力资源实现目标确定完成活动活动进行分类
活动分配团体制定责放权力然协调切运营利进行
领导
领导需理者激励员工实现业务目标目标需权力实现目标效沟通
力效领导影响员工角度情况领导包括监督员工工作
控制
控制涉根定目标目标衡量成求理者够识偏离成功成源提供纠
正措施理者首先建立目标目标然衡量成识保持变东西公司实现目标目标
必时提供纠正手段
员配备
没力资源组织法起步更说做生意盈利员配备功显着特点：
●合适做合适工作
●项持续活动员工断离开加入公司时常退休留岗位空位
●效率该功重点理员艰巨工作事情必须核算请假付款
福利医疗津贴社会保障会计等等
21What is the main idea of this passage？
ATo introduce some of the author＇s ideas about management
BTo introduce five distinct functions of managing proposed by Fayol
CTo promote the book entitled Administration Industrielle et Generale
[答案]B
附：
21段话思想什？
A介绍作者理思想
B介绍法约尔提出五种理职
C推广名 Administration Industrielle et Generale 书
[答案]B
22What are the influence of Fayol＇s book Administration Industrielleet Generale？17
AIt is of no influence at all for today
BIt is nearly forgotten by the world
CIt is still great effect on current management courses
[答案]C
附：
22法约尔书 Administration Industrielle et Generale 什影响？
A天完全没影响
B世界遗忘
C目前理课程影响
[答案]C
23Which step of managing refers to bring staff together and tell them what to do？
ALeading
BOrganizing
CStaffing
[答案]B
附：
23理步员工聚集起告诉做什？
A领先
B组织
C员配备
[答案]B
24Which item in Chinese below has not mentioned as things needed to take care for people management？
A住房公积金
B医疗补贴
C请假
[答案]A
附：
24项中文没提事理需注意事项？
A住房公积金
B医疗补贴
C请假
[答案]A
25In the step of________managers need to find out obstacles in the course of achieving company＇s objectives
and goals
Acontrolling
Bleading
Cplanning
[答案]A
附：
25________步骤中理者需找出实现公司目标目标程中障碍
A控制
B领先
C规划
[答案]A
2018 年 1 月试题答案
2125 题：阅读列短文 ABC 三选项中选出正确答案答案序号写答题纸
Passage 1
The meaning ofcommunicationgoes a lot deeper than people often thinkCommunication is about
conceivingsendingreceivingand interpreting messages as well as confirming reception of these messagesA18
failure at any point in this chain can result in ineffective communication
Ineffective communication can be disastrousThere is a famous story of a British Army Commander who sent
the messageSend reinforcementswe＇re going to advanceback to his Command Centerthrough along chain
of subordinatesWhen the message finally reached the Command Centerit hadmutatedto become Send three
and fourpencewe＇re going to a danceThe reinforcements never arrived
You can demonstrate this same principlealbeit on a less dramatic scaleby trying to play Chinese Whispers
with more than 20 peopleIt is highly unlikely the same message you started with will be the one you end with
In a businessthere are three main types of communication failureEach has its own indicative signs
●The first type is a known as allocative failureThis occurs when a firm is not gathering enough
intelligence about its market or(most often) the information is not reaching the right pointsThe firm will not
be allocating resources in step with the shifts in demandIf demand is rising but the firm is suffering from
allocative communication failure then stocks will fall and there will be understaffingIf the inverse
happensthere will be a surplus of stocks and over staffing
●The second type is executive failurewhere communication to trigger specific eventsactions is either late
lacking or in errorThe symptoms of this area general loss of direction in the company or departmentsa loss of
coordination and an increase in complaints from customers as things happen late or not at all
●The final type is human failure This occurs when the general culture of a business or the relationships
between particular individuals or departments do not foster effective communicationThis leads to alienated
staffan increase in staff turnoveran increase in absenteeism and general frustration among staffCreativity
especially that which takes place across departmental boundariesis likely to suffer hugely as team synergy
slips
附：
第 1 段
沟通含义通常想象深刻沟通关构思发送接收解释信息确认
信息接收链条中点失败导致效沟通
效沟通灾难性著名事位英国陆军指挥官发送信息派遣增援
前进回指挥中心通属链信息终达指挥中心已变异成送三四便士
跳舞援军迟迟没
您通尝试 20 起玩中国耳语展示样原规模戏剧化您开始
相信息太成您结束信息
企业中沟通失败分三种类型种指示标志
●第种类型称分配失败发生公司没收集足够市场情报(常见情况)信息没达
正确点公司会市场步分配资源果需求升公司出现配置沟通失败库存会
降会出现员足果相反会出现库存剩员剩
●第二类执行失败触发特定事件行动沟通迟缓缺乏错误方面症状公司部门普
遍失方失协调增加客户投诉事情发生太晚根没发生
●种失败企业般文化特定部门间关系促进效沟通时
会发生种情况会导致员工疏远员工流失率增加旷工率增加普遍挫败感创造力尤跨
部门创造力会着团队协效应滑受巨影响
21Confirming reception of the sent messages means_________
Athe messages are sent to right receivers
Bthe messages are correctly understood
Cthe messages are correctly understood by right receivers
[答案]C
附：
21确认收发送消息意味着_________
A消息发送正确接收者
B消息正确理解
C正确接收者正确理解消息19
[答案]C
22In the famous British Army Commander story which step probably did NOT go wrong in the
communication chain？
AConceiving
BSending
CReceiving
[答案]A
附：
22著名英国陆军指挥官事中通信链中步没出错？
A怀孕
B发送
C接收
[答案]A
23What is Chinese whispers？
AWho whispers in Chinese
BA game to pass message around in a whisper
CChinese people who don＇t normally talk very loudly
[答案]B
附：
23什汉语耳语？
A谁中文耳语
B耳语传递信息游戏
C时说话声中国
[答案]B
24Allocative failure does NOT happen when_________
Athe right information goes to the right place
Ba company gathers false information
Cthe correct information is not received by the right department or person
[答案]A
附：
24正确信息达正确方时分配失败会发生
A正确信息正确方
B家公司收集虚假信息
C正确部门员没收正确信息
[答案]A
25According to the passagewhich of the following cases does NOT belong to human failure？
ADecreasing creativity across departments
BInadequate communication between departments
CIncreasing customer complaints
[答案]C
附：
25根文章列情况属障？
A降低跨部门创造力
B部门间沟通充分
C增加客户投诉
[答案]C
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