1、試卷代號(hào)：3938國(guó)家開(kāi)放大學(xué)2 0 1 9年秋季學(xué)期期末統(tǒng)一考試管理英語(yǔ)2試題2020年1月注意事項(xiàng)一、將你的學(xué)號(hào)、姓名及分校（工作站）名稱填寫在答題紙的規(guī)定欄內(nèi)?？荚嚱Y(jié)束后，把試卷和答題紙放在桌上。試卷和答題紙均不得帶出考場(chǎng)。監(jiān)考人收完考卷和答題紙后才可離開(kāi)考場(chǎng)。二、仔細(xì)讀懂題目的說(shuō)明，并按題目要求答題。答案一定要寫在答題紙的指定位置上，寫在試卷上的答案無(wú)效。三、用藍(lán)、黑圓珠筆或鋼筆答題，使用鉛筆答題無(wú)效。四、考試時(shí)間為60分鐘。一、交際用語(yǔ)（共計(jì)10分，每小題2分）1-5題：選擇正確的語(yǔ)句完成下面對(duì)話，并將答案序號(hào)寫在答題紙上。1.-Good morning， Sunshine Comm

2、unity Center! May I help you?-_A. Id like to book one air ticket.B. Im glad to introduce myself to you.C. l need a plumber to repair the water pipe in my kitchen.2. -Hows your mother doing?-_A. She is very well.B. She is very kind.C. She is doing shopping now3. -_-My name is Helen， and I was born in

3、 1980. My major was electrical engineering.A. Tell me your name， please.B. Tell me a little bit about yourself， please.C. Tell me how old you are， please.4. -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、.5. - Hi， Helen， 1II have an interview tomorrow. lm afraid I cant make it.-_ A. Sure. you can. Take it easy. B. Im sorry to hear that. C. Thats all right.二、詞匯與結(jié)構(gòu)（共計(jì)30分，每小題2分）6-20題：閱讀下面的句子，從A、B、C三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的正確選項(xiàng)，并將答案序號(hào)寫在答題紙上。6. At the end of the day， you want all attendees_your eveni to remember

5、thiskey message that you ve spent a long time reinforcing.A. leaveB. to leaveC. leaving7. He is_this company.A. in charge of B. in the charge ofC. under the charge of8. Hiring a good employ may cost much money and time，_， it can win muchmore for the company in future.A. whats moreB. at lastC. howeve

6、r9. They have disagreement_the plan of celebrating the founding of thecommunity.A. on B. inC. /10. The quality of questionnaire will_how much information we know from ourcustomers. A. effect B. affect C. take11. The heating system of our apartment broke down so I made a _ call to thecommunity servic

7、e center.A. discussion B. complaintC. praise12. It is only by agreeing with their view point and _thai you will resolve thesituation and send the customer away happy.A. suggesting a possible solutionB. suggest a possible solutionC. suggested a possible solution13. The new year is just _ .A. in corne

8、r B. around the cornerC. outside the corner14. Look!_A. Here are the bus comes.B. Here comes the bus.C The bus here come.15. The music_like the singing of a bird.A. hearsB.listensC.sounds16. American young people would rather_advice from strangers.A.getB.gettingC.got17. -Whose textbook is this?-lt_J

9、ohns. It has his name on it.A.cant beB must beC.might be18. The success of our event is_to the sponsor.A. relatedB.basedC.intended19. The more information you can get，_in your field.A. the more competitive will you beB.you will be the more competitiveC. the more competitive you will be20. We_it very

10、 much that you ve come to give us a timely ride. Otherwise wewould miss the train.A.appreciateB.expectC.promise三、閱讀理解（共計(jì)40分，每小題4分）21-25題：閱讀下列短文，從A.B.C三個(gè)選項(xiàng)中選出一個(gè)正確答案，并將答案序號(hào)寫在答題紙上。Passage1Angry customers tend to aim their dissatisfaction and complaints at staff members. Ifthis happens to you， you shoul

11、d remember that they are actually expressing theirdissatisfaction 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 strat

12、egy 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 y

13、our ears more tank your mouth. Make sure you listen more than you speak. Bylistening carefully， you will be able to understand why the customer is complaining， so thatsatisfactory steps can be taken.Show that you care : Use every opportunity to express your apology and understanding. You have to sho

14、w that you will do everything within your power to try and resolve thesituation. This exhibition of your concern will win the customer over. There will be asignificant change in their behaviour.Control your anger and be patient. Learn to relax and calm yourself. Having patiencewith your customers an

15、d 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 successfullytackle hostile circumstances by following them. If you follow the above tips， you are on yourway to succeeding in your career.21. Angry custome

16、rs tend to aim their dissatisfaction and complaints at_. A. staff members B. company managers C. those who accompany them22. When a customer shouts rudely at you. you should _. A. argue back and protect yourself B. keep quiet and leave the customer alone C. keep calm and listen carefully to the cust

17、omer23. The underlined sentence in Paragraph 3 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. B

18、e amused.25. Which of the following statements is true according to the passage?A. When the customers complain， you neednt listen carefully.B. You neednt say sorry to those angry customers.C. You should relax yoursef and try to understand the angry customers.26-30題 :請(qǐng)根據(jù)短文內(nèi)容判斷給出的語(yǔ)句確，正確的寫T ，錯(cuò)誤的寫 F ，并將

19、答案寫在答題紙上。Passage 2Cross training is training an employee to do a different part of the organizations work.Training worker A to do the task that worker B does and training B to do A s task is crosstraining. Cross training is good for managers because it provides more flexibility in managingthe workfo

20、rce to get the job done. On the other hand， cross training has some benefits forthe employees as well. It lets them learn new skills， makes them more valuable， keeps themstimulated and reduces worker boredom.Cross training can be used in almost any position in almost any industry. I cross trainedsom

21、e of my design engineers to go on field installation trips and get firsthand knowledge ofhow their designs worked. or didn t work. in the field. Cashiers can be trained ro stockshelves and stockers trained to cashier. This allows you to quickly open additional registers ifthe customer queue gets too

22、 long.As you prepare cross training plans， you need to consider both the company benefits andthe employee benefits. Carefully select the employees to be cross trained. Some people liketo learn new things. Some are more comfortable sticking to what they know. Don-t decidewhich employees are ready for

23、 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. When you p

24、repare cross training plans， the only consideration is the companybenefits.30. You can decide which employees to be cross trained according to their age.四、翻譯（共計(jì)20分，每小題4分）31-35：請(qǐng)從以下A、B、C三個(gè)選項(xiàng)中選出最佳翻譯，并將答案序號(hào)寫在答題紙上。31. When you start a job， you must stick to it.A.一旦你開(kāi)始了一件工作，你就得持之以恒。B.一旦你開(kāi)始了一件工作，他就得緊跟著它。C

25、.當(dāng)你開(kāi)始一件工作的時(shí)候，他就得認(rèn)真做。32. The old saying“practice makes perfect”applies to interview preparation too.A.古話“曲不離口”也適用于招聘。B.古話“熟能生巧“對(duì)面試準(zhǔn)備也是適用的。C.在申請(qǐng)面試資格時(shí)我們常常用到古話“熟能生巧”。33. We cant possibly get the work done by October.A.十月份前我們不可能做完這項(xiàng)工作。B.十月份前我們不可能做這項(xiàng)工作。C.十月份后我們不可能做完這項(xiàng)工作。34. The more familiar interviewing

26、feels to you， the less anxiety you will feel with theprocess.A.你對(duì)面試越熟悉，在面試過(guò)程中你的焦慮就會(huì)越少。B.面試中熟人多，面試過(guò)程中你焦慮也會(huì)少。C.你熟悉面試多一點(diǎn)，面試中的麻煩就會(huì)少一點(diǎn)。35. In contrast to other countries， the U.S has no national college entrance exam.A.對(duì)比其他國(guó)家而言，美國(guó)沒(méi)有國(guó)家考試。B.與其他國(guó)家相比，美國(guó)沒(méi)有大學(xué)入學(xué)考試。C.相比較其他國(guó)家，美國(guó)大學(xué)沒(méi)有考試。試卷代號(hào)：3938國(guó)家開(kāi)放大學(xué)2 0 1 9年秋季學(xué)期期

27、末統(tǒng)一考試管理英語(yǔ)2試題答案及評(píng)分標(biāo)準(zhǔn)（供參考） 2020年1月一、交際用語(yǔ)（共計(jì)10分，每小題2分）1-5題：選擇正確的語(yǔ)句完成下面對(duì)話，并將答案序號(hào)寫在答題紙上。 1C 2A 3B 4B 5A二、詞匯與結(jié)構(gòu)（共計(jì)30分，每小題2分）6-20題：閱讀下面的句子，從A、B、C三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的正確選項(xiàng)，并將答案序號(hào)寫在答題紙上。 6C 7A 8C 9A 10B 11.B 12A 13B 14B 15C 16A 17B 18A 19C 20A三、閱讀理解（共計(jì)40分，每小題4分）21-25題：閱讀下列短文，從A、B、C三個(gè)選項(xiàng)中選出一個(gè)正確答案，并將答案序號(hào)寫在答題紙上。Passa

28、ge 1 21A 22C 23B 24C 25C26-30題：請(qǐng)根據(jù)短文內(nèi)容判斷給出的語(yǔ)句是否正確，正確的寫“T”，錯(cuò)誤的寫“F”，并將答案寫在答題紙上。Passage 2 26F 27T 28T 29F 30F四、翻譯（共計(jì)20分，每小題4分）31-35：請(qǐng)從以下A、B、C三個(gè)選項(xiàng)中選出最佳翻譯，并將答案序號(hào)寫在答題紙上。 31A 32B 33A 34A 35. B試卷代號(hào)：3938國(guó)家開(kāi)放大學(xué)2 0 2 0年春季學(xué)期期末統(tǒng)一考試管理英語(yǔ)2試題 2020年7月注 意 事 項(xiàng) 一、將你的學(xué)號(hào)、姓名及分校（工作站）名稱填寫在答題紙的規(guī)定欄內(nèi)?？荚嚱Y(jié)束后，把試卷和答題紙放在桌上。試卷和答題紙均不得

29、帶出考場(chǎng)。監(jiān)考人收完考卷和答題紙后才可離開(kāi)考場(chǎng)。 一、仔細(xì)讀懂題目的說(shuō)明，并按題目要求答題。答案一定要寫在答題紙的指定位置上，寫在試卷上的答案無(wú)效。 三、用藍(lán)、黑圓珠筆或鋼筆答題，使用鉛筆答題無(wú)效。四、考試時(shí)間為60分鐘。一、交際用語(yǔ)（共計(jì)10分，每小題2分）15題：選擇正確的語(yǔ)句完成下面對(duì)話，并將答案序號(hào)寫在答題紙上。1Should I leave earlier tomorrow morning？_ AYes, its better to leave earlier to avoid the morning traffic BYes, you will CNo, you shouldnt2

30、 How are you feeling now？_ AMuch better BIts OK CThank you3 What time does the train leave？_ AOn Tuesday BIn the morning CAt half past five4Good morning, Sunshine Community Center! May I help you？_ AId like to book one air ticket BIm glad to introduce myself to you CI need a plumber to repair the wa

31、ter pipe in my kitchen5Would you mind filling the questionnaire for me？_ ANo problem BSorry, I cant go there CI really appreciate that二、詞匯與結(jié)構(gòu)（共計(jì)30分，每小題2分）620題：閱讀下面的句子，從ABC三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的正確選項(xiàng)，并將答案序號(hào)寫在答題紙上。 6One day, our dreams will _reality Aturn out Bturn into Cturn away 7I dont know_I just arrived

32、 here two minutes ago Awhats going on Bhow is going on Cwho is going on 8Write the telephone number down_ you forget Aon case Bin case Cunder case 9_ you prepare cross training plans, you need to consider both the company benefits and the employee benefits AAlthough BEven if CAs 10We think that Smit

33、h should be told about his_ condition as soon as possible Aphysic Bphysic Cphysical 11We should keep in mind_ the feedback is very helpful for planning future meetings and events Awhat Bthat Cwhen 12Im writing to_ a position as a computer engineer in your company Athank for Bwait forCapply for 13We

34、_ it very much that youve come to give us a timely rideOtherwise we would miss the train Aappreciate Bexpect Cpromise 14We feel _ with the inconvenience the service center brought us Adisappointed Bworried Csurprised 15Customers _refuse to filling the questionnaire are not permitted to buy the produ

35、ct Awhat Bwhich CWho 16The music _ like the singing of a bird Ahears Bsounds Clistens 17 0ur workers have been checking the heating system since you called usI_ you it will perform well soon Aargue Baffect Cassure 18_ the fog, we should have reached the annual meeting site on time ABecause of BIn sp

36、ite of CBut for 19His action is always _with his words Aconstant Bconsistent Ccontinuous 20We have to _our annual work report to the manager next week Ahand in Bhand out Chands up Passage 1 Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou sho

37、uld remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business, then you have to learn how to handle angry customersListed below are a few guidelines to help you develop your own personal strat

38、egy for dealing with angry customers : Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt 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

39、 ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that y

40、ou will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour Control your anger and be patient Learn to relax and calm yourselfHaving patience with your customers and with yours

41、elf 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 themIf you follow the above tips, you are on your way to succeeding in your career21At whom do angry customers t

42、end to aim their dissatisfaction and complaints？AStaff members BCompany managersCThose who accompany them22When a customer shouts rudely at you, you should _Aargue back and protect yourselfBkeep quiet and leave the customer alone Ckeep calm and listen carefully to the customer23The underlined senten

43、ce Use your ears more than your mouth means AYour mouth is not more important for you than your earsBYou should listen more than you speakCYou should talk more than you listen24When dealing with an angry customer, which is NOT the right attitude？ABe concerned BBe patientCBe amused25Which of the foll

44、owing statements is true according to the passage？AWhen the customers complain, you neednt listen carefullyBYou neednt say sorry to those angry customers CYou should relax yourself and try to understand the angry customers2630題 :請(qǐng)短文內(nèi)容判斷給出的語(yǔ)句是否正確 ,正確的寫 T ,錯(cuò)誤的寫 F ,并寫在答題紙上 。 Passage 2 If you take the f

45、ollowing steps, you can make a satisfactory annual reportAnd your boss and other supporters will be impressed Defining your accomplishmentsWhat difference did you make？ What has changed in your community or field because of your work over the past year？ Take all of your activities over the last 12 m

46、onths and divide them into three to five major accomplishments Less is more: Be selectiveIf you include everything, the annual report becomes cluttered with information You should think about what you want to focus on, and then select statistics to represent that and highlight key achievements with

47、photos, or case studies, etc. Adding visuals and charts : Visuals and charts can reduce the need for texts and detailsAnd they will make the report more attractiveIts great if you produce a full color publication with lots of nice photographyOf course, it will depend on your resources A strong call

48、to action: A strong call to action at the end of your report will impress the readers deeplyMake it clear what youd like your readers to do once theyve read it, such as donate, purchase services, etc. 26Before writing the report, you should gather all the work you have done over the past year27The contents of the report should be selective 28The idiom