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国家开放大学管理英语 2
An annual report of a company provides information about its business performance
for certain people. These people include the investors, potential investors and other
stakeholders. From the report, people can understand the company’s business scope, recent situation and future development. The main parts of an annual report usually
include chairman’s letter, operation analysis and financial statements.
...... The financial statements are very important for an annual report. People can know the
company’s performance in the past from the statements. It usually three aspects. The first
one is the profit and loss statement. The second one is the balance sheet. And the third one
is the cash flow statement. 1. An annual report of a company provides some information about its business
performance for certain people. 2. People can know everything of the company from the annual report. 3. An annual report usually includes chairman’s letter, financial statements and
operation analysis. 4. A chairman’s letter should include the strategic direction moving forward. 5.This passage is mainly about the main parts of an annual report.
Whom do angry customers tend to aim their dissatisfaction and complaints at?
When a customer shouts rudely at you, you should .
The underlined sentence “Use your ears more than yourmouth” means .
When dealing with an angry customer, which is NOT the right attitude?
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.
...... The above guidelines are very useful in helping you successfully tackle all kinds of
difficult situations in life. If you follow them, you are on your way to succeeding in your
career.
Which of the following statements is true according to the passage?
Good communication skills are the key to success in life, work and
relationships. Without effective communication, a message can turn into an error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly
delivered.
...... When you take the time to develop good communication skills, it means you open
yourself up to better relationships, more career opportunities, and increased self-confidence. Moreover, you reach higher levels of mutual understanding and cooperation while
successfully attaining your goals. 1. A message must be understood, interpreted or delivered correctly with communication. 2. When you talk with others you can pay little attention to your body language. 3. The better you are able to understand others, the better your ability to communicate. 4. Before stating your opinions, you.d better let the speaker finish his or her talking first. 5. Don’t argue or debate with others if you feel angry or displeased.
Feedback from your customers is very important. The more information you
have from them, the more competitive you will be in your field. The following
techniques will help you know what the customers think of your business.
...... You may deliver the best service in the world. But if it is not what people
want, you’re wasting your time. Implement one, two, three or all of the above
techniques, and your service and product will improve overnight. 1. Hotel customers and hotel staff think the same about breakfast. 2. A good or bad experience of a customer in a wheelchair in your shop
shows whether your service is good or not. 3. It’s not necessary to know about the customers needs and preferences. 4.Questionnaires are useful in getting feedback from customers. 5. Front-line staff have nothing to do with improving customer service.
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.
...... 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. 1. Cross training is training an employee to do a different job in a different company. 2. Cross training is beneficial not only for managers but also for employees. 3. Cross training can apply to almost any position and almost any industry. 4. Not all employees are suitable to be crosstrained. 4.(Cross training can apply to almost any position and almost any industry.)
5. You can decide which employees to be cross trained according to their age.
We can’t possibly get the work done by October.
The old saying“practice makes perfect”applies to interview preparation too.
When you start a job , you must stick to it.
You can see many interesting things on your way.
Having patience with your customers and with yourself will go a long way in winning
over hostile customers.
We should present data in tables or charts so that the report may not be boring with
facts alone.
for certain people. These people include the investors, potential investors and other
stakeholders. From the report, people can understand the company’s business scope, recent situation and future development. The main parts of an annual report usually
include chairman’s letter, operation analysis and financial statements.
...... The financial statements are very important for an annual report. People can know the
company’s performance in the past from the statements. It usually three aspects. The first
one is the profit and loss statement. The second one is the balance sheet. And the third one
is the cash flow statement. 1. An annual report of a company provides some information about its business
performance for certain people. 2. People can know everything of the company from the annual report. 3. An annual report usually includes chairman’s letter, financial statements and
operation analysis. 4. A chairman’s letter should include the strategic direction moving forward. 5.This passage is mainly about the main parts of an annual report.
Whom do angry customers tend to aim their dissatisfaction and complaints at?
When a customer shouts rudely at you, you should .
The underlined sentence “Use your ears more than yourmouth” means .
When dealing with an angry customer, which is NOT the right attitude?
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.
...... The above guidelines are very useful in helping you successfully tackle all kinds of
difficult situations in life. If you follow them, you are on your way to succeeding in your
career.
Which of the following statements is true according to the passage?
Good communication skills are the key to success in life, work and
relationships. Without effective communication, a message can turn into an error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly
delivered.
...... When you take the time to develop good communication skills, it means you open
yourself up to better relationships, more career opportunities, and increased self-confidence. Moreover, you reach higher levels of mutual understanding and cooperation while
successfully attaining your goals. 1. A message must be understood, interpreted or delivered correctly with communication. 2. When you talk with others you can pay little attention to your body language. 3. The better you are able to understand others, the better your ability to communicate. 4. Before stating your opinions, you.d better let the speaker finish his or her talking first. 5. Don’t argue or debate with others if you feel angry or displeased.
Feedback from your customers is very important. The more information you
have from them, the more competitive you will be in your field. The following
techniques will help you know what the customers think of your business.
...... You may deliver the best service in the world. But if it is not what people
want, you’re wasting your time. Implement one, two, three or all of the above
techniques, and your service and product will improve overnight. 1. Hotel customers and hotel staff think the same about breakfast. 2. A good or bad experience of a customer in a wheelchair in your shop
shows whether your service is good or not. 3. It’s not necessary to know about the customers needs and preferences. 4.Questionnaires are useful in getting feedback from customers. 5. Front-line staff have nothing to do with improving customer service.
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.
...... 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. 1. Cross training is training an employee to do a different job in a different company. 2. Cross training is beneficial not only for managers but also for employees. 3. Cross training can apply to almost any position and almost any industry. 4. Not all employees are suitable to be crosstrained. 4.(Cross training can apply to almost any position and almost any industry.)
5. You can decide which employees to be cross trained according to their age.
We can’t possibly get the work done by October.
The old saying“practice makes perfect”applies to interview preparation too.
When you start a job , you must stick to it.
You can see many interesting things on your way.
Having patience with your customers and with yourself will go a long way in winning
over hostile customers.
We should present data in tables or charts so that the report may not be boring with
facts alone.