电大资源网《管理英语2》形成性考核册作业题目和答案2018年1(4)

A. arg1e 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 .

A. Your mouth is not more important for you than your ears.

B. You should listen more than you speak.

C. You should talk more than you listen.

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. You needn’t say sorry to those angry customers.

C. You should relax yourself and try to understand the angry customers.

26-30 题：请根据短文内窑判断给出的语句是否正确，正确的写“T”，错误的写“F”，并将答案写在题前括号内。

Passage 2

Good Communication Skills - Key to Success

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.

The steps for good communication skills:

1. Know what to say. Understand clearly the purpose and intent of your message.

2. Know how to say it. Begin by making eye contact , which shows confidence. Then pay attention to your body language.

3. Listen. After you’ve finished talking, you should stop, listen, and look for feedback and clues of comprehension.

4. Reach understanding. To communicate well is to understand and be understood.

More tips for developing good communication skills:

1. The better you are able to express yourself, the better your ability to communicate.

2. Practice your listening skills. Be considerate of other speakers by waiting until

they are done before stating your views.

3. Learn to understand and appreciate different views by being open-minded. It will in turn, gain you more cooperation and understanding.

4. Avoid trying to communicate when in an emotional state. Take time to consider your position through before speaking.

When you take the time to develop good communication skills, it means you open yourself

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电大资源网已整理该科目期末考试小抄,按字母排版

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.

( T ) 26. A message must be understood, interpreted or delivered correctly with communication.

( F ) 27. When you talk with others you can pay little attention to your body language.

( T ) 28. The better you are able to understand others, the better your ability to communicate.

( T ) 29. Before stating your opinions, you'd better let the speaker finish his or her talking first.

( T ) 30. Don’t argue or debate with others if you feel angry or displeased.

四、翻译（共计 20 分，每小题 4 分）

31-35 题：选择正确的译文，并将答案序号写在题前括号内。

31. They are willing to understand their partner’s position first before trying to get understood.

A. 在得到合作对方理解后，他们才愿意理解合作伙伴的立场。

B. 在得到合作对方理解前，他们愿意先理解合作伙伴的立场。

C. 他们愿意去了解对方的立场但必须先想明白。

32. The more familiar interviewing feels to you, the less anxiety you will feel with the process.

A. 你对面试越熟悉，在面试过程中你的焦虑就会越少。

B. 面试中熟人多，面试过程中你焦虑也会少。

C. 你熟悉面试多一点，面试中的麻烦就会少一点。

33. By the following week, when he’s on his own, he feels he has a pretty good idea of what he needs to do, and how to go about it.

A. 直到跟着的那个星期他一个人的时候他感到对于自己需要做什么以及如何开始做非常清楚。

B. 到第二个星期，他一个人的时候，他感到对于自己需要做什么以及如何开始做有了一个很好的主意。

C. 到第二个星期，当他独立工作的时候，他感到对于自己需要做什么以及如何开始做非常清楚。

34. A few minutes later the doctor came out of his room for the third time.

A. 几分钟后，医生第三次从他的房间走出来。

B. 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。

C. 几分钟后，医生来到他的房间第三次。

35. Having patience with your customers and with yourself will go a long way in winning over hostile customers.

A. 对顾客和对自己有耐心将走很长的路才能赢得生气的顾客对你工作的支持。

B. 对顾客和对自己有耐心将在赢得生气的顾客对你工作的支持方面大有帮助。

C. 对顾客和对自己有耐心将会很难赢得生气的顾客对你工作的支持。

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