2021年1月3938管理英語2試題及答案20211月3938管理英語題及答案一交際用語共計10分，每小題215選擇正確的語句完成下面對話，并將答案序號寫在答題紙上。1.Goodmorning，SunshinemunityCenterMayIhelpyou-__________A.Idliketobookoneairticket.B.Imgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.答C2.Howsyourmotherdoing-__________A.Sheisverywell.B.Sheisverykind.C.Sheisdoingshoppingnow.答案A3.-__________MynameisHelenandIwasbornin1980.Mymajorwaselectricalengineering.A.Tellmeyourname，please.B.Tellmealittlebitaboutyourselfplease.C.Tellmehowoldyouare，please.案B4.Anysuggestionsfortheproject-__________A.Ineedyouradviceonit.第1頁共11頁

B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.答案B5.Hi，Illhaveaninterviewtomorrow.ImafraidIcantmakeit.-__________A.Sureyoucan.Takeiteasy.B.Imsorrytohearthat.C.Thatsallright.答案二詞匯與結構共計分，每小題2分6-20閱讀下面的句子，從A.B.C三個選項中選出一個能填入空白處的正確選項，并將答案序號寫在答題紙上。6.Attheendoftheday，youwantallattendees_________youreventtorememberthiskeymessagethatyouvespentalongtimereinforeing.A.leaveB.toleaveC.leaving答C7.Heis_________thispany.A.inchargeofB.inthechargeofC.underthechargeof答案A第2頁共11頁

8.Hiringagoodemploymaycostmuchmoneyandtimeitcanwinmuchmoreforthepanyinfuture.A.whatsmoreB.atlastC.however答C9.Theyhavedisagreement_________theplanofcelebratingthefoundingofthemunity.A.onB.inC./答A10.Thequalityofquestionnairewill_________howmuchinationweknowfromourcustomers.A.effectB.affectC.take答案1.TheheatingsystemofourapartmentbrokedownsoImadeacall_________tothemunityservicecenter.A.discussionB.plaintC.praise答案第3頁共11頁

12.Itisonlybyagreeingwiththeirviewpointand_________thatyouwillresolvethesituationandsendthecustomerawayhappy.A.suggestingapossiblesolutionB.suggestapossiblesolutionC.suggestedapossiblesolution答案A13.Thenewyearisjust.A.incornerB.aroundthecornerC.outsidethecorner答案14.Look_________A.Herearethebuses.B.Hereesthebus.C.Thebusheree.答B15.Themusic_________likethesingingofabird.A.hearsB.listensC.sounds答案16.Americanyoungpeoplewouldrather，_________advicefromstrangers.A.getB.getting第4頁共11頁

C.got答案A17.一textbookisthis一Johns.Ithashisnameonit.A.cantbeB.mustbeC.mightbe答案18.Thesuccessofoureventis_________tothesponsor.A.relatedB.basedC.intended答案19.Themoreinationyoucangetyourfield.A.themorepetitivewillyoubeB.youwillbethemorepetitiveC.themorepetitiveyouwillbe答案C20.We_________itverymuchthatyouveetogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise答A第5頁共11頁

三閱讀理解共計40分，每小題421題閱讀下列短文，從A.B.C三個選項中選出一個正確答案，并將答案序號寫在答題紙上。lAngrycustomerstendtoaimtheirdissatisfactionandplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthepanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.ListedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomersNeverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomerisplaining，sothatsatisfactorystepscanbetaken.ShowthatyoucareUseeveryopportunitytoexpressyour第6頁共11頁

apologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.AngrycustomerstendtoaimtheirdissatisfactionandplaintsatA.staffmembersB.panymanagersC.thosewhoacpanythem答案A22.WhenacustomershoutsrudelyatyouyoushouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer答案第7頁共11頁

23.TheunderlinedsentenceinParagraph3meansA.yourmouthisnotmoreimportantforyouthanyourears.B.youshouldlistenmorethanyouspeak.C.youshouldtalkmorethanyoulisten.答案B24.Whendealingwithanangrycustomer，isNOTtherightattitudeA.Beconcerned.B.Bepatient.C.Beamused.答案25.WhichofthefollowingstatementsistrueaccordingtothepassageA.Whenthecustomersplain，needntlistencarefully.B.Youneedntsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.答案C26-30題請根據短文內容判斷給出的語句是否正確，正確的寫“T”，錯誤的寫“F”，并將答案寫在答題紙上。Crosstrainingistraininganemployeetodoadifferentpartoftheorganizationswork.TrainingworkerAtodothetaskthatworkerBdoesandtrainingBtodoAstaskis第8頁共11頁

crosstraining.Crosstrainingisgoodformanagersbecauseitprovidesmoreflexibilityinmanagingtheworkforcetogetthejobdone.Ontheotherhand，crosstraininghassomebenefitsfortheemployeesaswellItletsthemlearnnewskills，makesthemmorevaluable，keepsthemstimulatedandreducesworkerboredom.Crosstrainingcanbeusedinalmostanypositioninalmostanyindustry，Icrosstrainedsomeofmydesignengineerstogoonfieldinstallationtripsandgetfirsthandknowledgeofhowtheirdesignsworked，didntwork，inthefield，Cashierscanbetrainedtostockshelvesandstockerstrainedtocashier.Thisallowsyoutoquicklyopenadditionalregistersifthecustomerqueuegetstoolong.Asyoupreparecrosstrainingplans，youneedtoconsiderboththepanybenefitsandtheemployeebenefits.Carefullyselecttheemployeestobecrosstrained.Somepeopleliketolearnnewthings.Somearemorefortablestickingtowhattheyknow.Dontdecidewhichemployeesarereadyforachangebasedontheirageorperance.26.Crosstrainingistraininganemployeetodoadifferentjobinadifferentpany.答案F第9頁共11頁

27.Crosstrainingisbeneficialnotonlyformanagersbutalsoforemployees.答案T28.Crosstrainingcanapplytoalmostanypositionandalmostanyindustry.答T29.Whenyoupreparecrosstrainingplans，onlyconsiderationisthepanybenefits.答案F30.Youcandecidewhichemployeestobecrosstrainedaccordingto