一交际用语 ( 共计 10 分, 每小题 2 分 ) 1-5 题 : 选择正确的语旬完成下面对话, 并将答案序号写在答题纸上 1. - How do you think of the theme of our event? A. It' s pretty good. B. 1 feel so so

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1 试卷代号 :3938 国家开放大学 ( 中央广播电视大学 )2017 年秋季学期 " 开放专科 " 期末考试管理英语 2 试题 2018 年 1 月注意事项一将你的学号姓名及分校 ( 工作站 ) 名称填写在答题纸的规定栏内考试结束后, 把试卷和答题纸放在桌上试卷和答题纸均不得带出考场监考人收完考卷和答题纸后才可离开考场二仔细读懂题目的说明, 并按题目要求答题答案一定要写在答题纸的指定位置上, 写在试卷上的答案无效三用蓝黑圆珠笔或钢笔答题, 使用铅笔答题无效四考试时间为 60 分钟 1931

2 一交际用语 ( 共计 10 分, 每小题 2 分 ) 1-5 题 : 选择正确的语旬完成下面对话, 并将答案序号写在答题纸上 1. - How do you think of the theme of our event? A. It' s pretty good. B. 1 feel so sorry about that. c. l' d like to have some tea He11o, is that service center? The elevator of our apartment doesn' t work. A. Oh, 1 don't know what's wrong with it. B. Sorry, l' 11 have it checked out at once. C. Ok, 1 see. Thank you. 3. 一 Do you mind if 1 record your lecture? Go ahead. A. Never mind. B. No, you' d better not. C. Not at a 一 My name is Helen, and 1 was born in My major was electrical engineering. A. Te11 m 巳 your name, please. B. Te11 me a little bit about yourself, please. C. Tell me how old you are, please Hi, Helen, 1'11 have an interview tomorrow. I'm afraid 1 can't make it. A. Sure, you can. Take it easy. B. l' m sorry to hear that C. Tha t' s a11 righ t.

3 二词汇与结构 ( 共计 30 分, 每小题 2 分 ) 6 一 20 题 : 阅读下面的旬子, 从 A, B C 三个选项中选出一个能填入空白处的正确选项, 并将答案序号写在答题纸上 6. - Whose textbook is this? - It J ohn' s. It has his name on it. A. can't be B. must be C. might be 7. These tips may help you avoid 一一一一 bad employees for your company. A. to hire B. hiring C. hire 8. Customers refuse to filling the questionnaire are not permitted to buy the product. A. what B. which C. who 9. 1 have coffee breakfast time. A. at C. on B. in 10. The heating system of our apartment broke down so 1 made a call to the communtty servlce center. A. discussion C. praise 11. Where are you used to A. buy C. buying vegetables? B. complaint B. bought feelings. 12. He says what he thinks and does what he wants to do, 一一一一一 _ other people' s A. according to B. r 巳 gardless of C. because of 13. We should take the degree 一一一一一 _ account when we recruit a new secretary. A. with B. into C. of 1933

4 14. At the end of the day, you want all attendees your event to remember this key message that you' ve spent a long time reinforcing. A. leave B. to leave C. leaving 15. Let's our plan. A. start B. started C. starting didn't do last week. A. nothing B. something C. anythìng 17. If 1 you, 1 more attention to the independent auditors' report and financial statements in the annual report. A. was; shall pay B. am; will pay C. were; would pay 18. We feel with the inconvenience the service center brought us. A. disappointed B. worried C. surprised 19. You must the annual certification of employment online within 15 days. A. submit B. omit C. commit 20. Look! A. Here are the bus comes. B. Here comes the bus. C. The bus here come. 三阅读理解 ( 共 40 分, 每小题 4 分 ) 题 : 阅读下列短文, 从 A B C 三个选项中选出一个正确答案, 并将答案序号写在答题纸上 Passage 1 Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be 1934

5 successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry custo 口 lers: Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy. Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken. Show that you care: U se every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your coneern will win the customer over. There will be a significant change in their behaviour. Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers. The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career. 21. At whom do angry customers tend to aim their dissatisfaction and complaints? A. Staff members. B. Company managers. C. Those who accompany them. 22. When a customer shouts rudely at you, you should 一一一一一 A. argue back and protect yourself B. keep quiet and leave the customer alone C. keep calm and listen carefully to the customer 23. The underlined sentence "use your ears more than your mouth" means 一一一一一一 A. Your mouth is not more important for you than your ears B. Y ou should listen more than you speak C. Y ou should talk more than you listen 1935

6 24. When dealing with an angry customer, which is NOT the right attitude? A. Be concerned. B. Be patient. C. Be amused. 25. Which of the following statements is true according to the passage? A. When the customers complain, you needn't listen carefully. B. Y ou needn' t say sorry to those angry customers. C. Y ou should relax yourself and try to understand the angry customers 题 : 请根据短文内窑判断给出的语旬是否正确, 正确的写 "T", 错误的写牛 ", 并将答案写在答题纸上 Passage 2 Cross training is training an employee to do a different part of the organization' s work. Training worker A to do the task that worker B does and training B to do A' s task is cross training. Cross training is good for managers because it provides more flexibility in managing the workforce to get the job done. On the other hand, cross training has some benefits for the employees as well. It lets them learn new skills, makes them more valuable, keeps them stimulated and reduces worker boredom. Cross training can be used in almost any position in almost any industry. 1 cross trained some of my design engine 巳 rs to go on field installation trips and get first hand knowledge of how their designs worked. or didn' t work, in the field. Cashiers can be trained to stock shelves and stockers trained to cashier. This allows you to quickly open additional registers if the customer queue gets too long. As you prepare cross training plans, you need to consider both the company benefits and the employee benefits. Carefully select the employees to be cross trained. Some people like to learn new things. Some are more comfortable sticking to what they know. Don' t decide which employees are ready for a change based on their age or performance. 26. Cross training is training an employee to do a different job in a different company. 27. Cross training is beneficial not only for managers but also for employees. 28. Cross training can apply to almost any position and almost any industry. 29. Not all employees are suitable to be cross trained. 30. Y ou can decide w hich employees to be cross trained according to their age. 1936

7 四翻译 { 共计 20 分, 每小题 4 分 } 题 : 请从以下 A B C 三个选项中选出最佳翻译, 并将答案序号写在答题纸上 31. A new food market will be built in our community next month. A. 下个月我们社会就已经建了一个新的食物市场 B. 我们社区正在建一个新的菜市场 C. 下个月我们社区将新建一个菜市场 32. To communicate precisely what you want to say, you have to frequently need to define key words. A. 要简明扼要地表达本意, 就必须不断定义关键词 B. 只要定义频繁出现的关键词就能准确传达本意 C. 要准确表达你的本意, 就必须不断定义关键词 think what should be done is to create more job opportunities for students. A. 我认为我们更需要为学生们创造更多的工作机会 B. 我认为我们将来要给学生们更多机会 C. 我认为我们已经给了学生们更多的工作机会 34. A few minutes later the doctor came out of his room for the third time. A. 几分钟后, 医生来到他的房间第三次 B. 几分钟后, 医生第三次从他的房间走出来 C. 医生在迟到的几分钟后, 终于从他的房间走出来为了第三名 35. The old saying "practice makes perfect" applies to interviewing too. A. 古话 " 曲不离口 " 也适用于招聘 B. 古话 " 熟能生巧 " 对面试也是适用的 C. 在申请面试资格时我们常常用到古话 " 熟能生巧 " 1937

8 试卷代号 :3938 座位号 E 口国家开放大学 ( 中央广播电视大学 )2017 年秋季学期 " 开放专科 " 期末考试管理英语 2 试题答题纸 E 四曰 2018 年 1 月一交际用语 ( 共计 10 分, 每小题 2 分 ) 1-5 题 : 选择正确的语句完成下面对话, 并将答案序号写在答题纸上二词汇与结构 ( 共计 30 分, 每小题 2 分 ) 6-20 题 : 阅读下面的句子, 从 A B C 三个选项中选出一个能填入空白处的正确选项, 并将答案序号写在答题纸上 6. 7, , 三阅读理解 ( 共 40 分, 每小题 4 分 ) 题 : 阅读下列短文, 从 A B C 三个选项中选出一个正确答案, 并将答案序号写在答题纸上 Passage

9 26-30 题 : 请根据短文内容判断给出的语句是否正确, 正确的写 "T 飞错误的写 "F", 并将答案写在答题纸上 Passage 四翻译 ( 共计 20 分, 每小题 4 分 ) 题 : 请从以下 A B C 三个选项中选出最佳翻译, 并将答案序号写在答题纸上

10 试卷代号 :3938 国家开放大学 ( 中央广播电视大学 )2017 年秋季学期 " 开放专科 " 期末考试管理英语 2 试题答案及评分标准 ( 供参考 ) 2018 年 1 月一交际用语 ( 共计 10 分, 每小题 2 分 } 1-5 题 : 选择正确的语旬完成下面对话, 并将答案序号写在答题纸上 1. A 2. B 3. C 4. B 5. A 二词汇与结构 ( 共计 30 分, 每小题 2 分 ) 6-20 题 : 阅读下面的旬子, 从 A B C 三个选项中选出一个能填入空白处的正确选项, 并将答案序号写在答题纸上 6. B 7. B 8. C 9. A 10. B 11. C 12. B 13. B 14. C 15. A 16. C 17. C 18. A 19. A 20. B 三阅读理解 ( 共 40 分, 每小题 4 分 ) 题 : 阅读下到短文, 从 A B C 三个选项中选出一个正确答案, 并将答案序号写在香题纸上 Passage A 22. C 23. B 24. C 25. C 题 : 请根据短文内容判断给出的语旬是否正确, 正确的写 "T", 错误的写 "F", 并将答案写在答题纸上 Passage F 27. T 28. T 29. T 30. F 四翻译 ( 共计 20 分, 每小题 4 分 ) 31 一 35 题 : 请从以下 A, B C 三个选项中选出最佳翻译, 并将答案序号写在答题纸上 31. C 32. C 33. A 34. B 35. B 1940

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Lorem ipsum dolor sit amet, consectetuer adipiscing elit English for Study in Australia 留学澳洲英语讲座 Lesson 3: Make yourself at home 第三课 : 宾至如归 L1 Male: 各位朋友好, 欢迎您收听留学澳洲英语讲座节目, 我是澳大利亚澳洲广播电台的节目主持人陈昊 L1 Female: 各位

一 交际用语 ( 共计 10 分, 每小题 2 分 ) 1-5 题 : 选择正确的语旬完成下面对话, 并将答案序号写在答题纸上 1. - How do you think of the theme of our event? A. It' s pretty good. B. 1 feel so so

一交际用语 ( 共计 10 分, 每小题 2 分 ) 1-5 题 : 选择正确的语旬完成下面对话, 并将答案序号写在答题纸上 1. - How do you think of the theme of our event? A. It' s pretty good. B. 1 feel so so