C. leave enough space between questions and sections
23. You should start your questionnaire with questions and then move to ones.
A. general, specific B. specific, general C. short, long
24. What could be the best title for this passage?
A. Designing an Effective Questionnaire.
B. Questionnaire is the best way to collect data from many people. C. Questionnaire benefits our life.
25. Which of the following statements is NOT true?
A. Questionnaire design skills can be learned in a short time. B. Open-ended questions cannot provide more detailed inform better not use too many open-ended questions in one questionnaire.
C. It’s worth taking the time to develop a well-designed and participant-friendly questionnaire.
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”，错误的写“F’’,并将答案写在题前括号内。
Passage 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.
·Chairman’s Letter Usually, an annual report should contain a letter from the chairman. The letter should provide details about the successes and the challenges of the past year. It should also include the future outlook for the company.
·Operation Analysis
The operation analysis is an overview of the business in the past year. It usually includes new hires and new product introductions. At the same time, it will introduce business acquisitions and other important issues.
·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.
( T ) 26. An annual report of a company provides some information about its business performance for certain people.
( F ) 27. People can know everything of the company from the annual report.
( T ) 28. An annual report usually includes chairman’s letter, financial statements and operation analysis.
( F ) 29. A chairman’s letter should include the strategic direction moving forward. ( T ) 30. This passage is mainly about the main parts of an annual report.
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. A new food market will be built in our community next month.
A. 下个月我们社区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. On the last day of the old year, there is a family dinner.
A. 在老年人生命中的最后一段日子里，通常有一顿家庭餐。
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B. 在即将过去的一年中的最后一天，会有一次家庭聚餐。 C. 在过去的日子里，经常有家庭聚餐。
33. You will do everything within your power to try and resolve the situation.
A. 你会在权利范围内尽一切努力解决问题。 B. 你会在意志范围内尽一切努力解决问题。 C. 你会在力量范围内尽一切努力解决问题。
34. 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。
35. I 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。
作业3
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列对话，并将答案序号写在题前括号内。
1. - I’m terribly sorry that I’ve spilled some coffee on the table. - .
A. I don’t care.
B. It doesn’t matter. C. Don’t be sorry．
2. - What starting salary do you expect? - .
A. I’d like to start on Monday next week. B. I expect to get a salary increase. C. I’d like to start at ￥5,000 a month. 3. - Any suggestions for the project? - .
A. I need your advice on it.
B. I advise you to put more hands in this project. C. Thanks for your suggestions.
4. - Our company is doing a customer service questionnaire. May I take you a moment? - .
A. It doesn’t matter B. By all means. C. I have no idea.
5. - I am sorry. Now what were we talking about? - .
A. Never mind.
B. I don’t remember, either.
C. You were saying that you used to be a teacher.
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，并将答案序号写在题前括号内。
6. One day, our dreams willreality.
A. turn out B. turn into C. turn away
7. He says what he thinks and does what he wants to do， other people’s feelings.
A. according to B. regardless of C. because of
8. We should take the degreeaccount when we recruit a new secretary.
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A. with B. into C. of
9. The candidate should dress in a manner that is appropriate to the positionhe is applying.
A. for which B. which C. that
10. Participants havethe Productivity Analysis Worksheet.
A. completing B. been completed C. completed 11. How many players does a baseball team ?
A. consist of B. be responsible for C. set out
12. This involvesthe high-level reasoning behind your intentions for the event.
A. identify B. identified C. identifying
13. We should keep in mind the feedback is very helpful for planning future meetings and events.
A. what B. that C. when 14. The investor should be aware of the limitations of the financial statement analysis the annual report.
A. based on B. basing on C. base on 15. Under no circumstanceto tell lies to the public.
A. the companies are allowed B. are the companies allowed C. the companies will allow
16. The more information you can get， in your field.
A. the more competitive will you be B. you will be the more competitive C. the more competitive you will be
17. Wei t very much that you’ve come to give us a timely ride. Otherwise we would miss the train.
A. appreciate B. expect C. promise 18. I would rather two weeks earlier.
A. you should come here B. you came here C. you had come here
19. face-to-face interviews, questionnaires are cheaper for collecting data from a large number of respondents.
A. Compared to B. Comparing C. Compare 20. Our company willthe customers’suggestions.
A. respond B. responding to C. respond to
三、阅读理解（共 40 分，每小题 4 分） 21-25 题：阅读下列短文，从 A,B、C 三个选项中选出一个正确答案，并将答案序号写在题前括号内。 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 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 customers:
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: Use 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 concern will win the customer over. There will be a significant change in their behavior.
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 helping you successfully tackle all kinds of difficult
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situations in life. If you follow them, you are on your way to succeeding in your career. 21. Whom do angry customers tend to aim their dissatisfaction and complaints at?
A. Staff members. B. Company managers.
C. Those who accompany them.
22. When a customer shouts rudely at you, you should .
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 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.
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( 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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【电大题】2019年最新国家开放大学《管理英语(1)(2)》形成性考核册参考资料两套汇编附答案
