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简介：2022年国家开放大学《管理英语（2）》形成性考核册参考资料《管理英语（2）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。作业1一、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.-Iwasworriedaboutmymath,butMr.WhitegavemeanA.-.A.That’saneasycourse.B.Congratulations!C.Mr.Whiteisverygood.2.-Hi,Helen,I’llhaveaninterviewtomorrow.I’mafraidIcan’tmakeit.-.A.Sure,youcan.Takeiteasy.B.I’msorrytohearthat.C.That’sallright.3.一ShouldIleaveearliertomorrowmorning?-.A.Yes,it’sbettertoleaveearliertoavoidthemorningtraffic.B.Yes,youwill.C.No,youwon’t.4.一Howdoyouthinkofthethemeofourevent?-.A.It’sprettygood.B.Ifeelsosorryaboutthat.C.I’dliketohavesometea.5.-.一Itwillbeheldonthe3rdfloorofShakiratonHotel.A.Whenwillyougiveaspeech?B.Doesyourspeechstillgoon?C.Whatistheaddressofyourspeech?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.Hewasalwaysinsharinghisenormousknowledge.A.generousB.generationC.generate7.Hisactionisalwayswithhiswords.A.constantB.continuousC.consistent8.-Canyougoskatingwithusthisafternoon?一Sorry，Ican’t.Itakecareofmylittlesisterathome.A.couldB.mayC.haveto9.-Whosetextbookisthis?-ItJohn’s.Ithashisnameonit.A.can’tbeB.mustbeC.mightbe10.I’mwritingtoapositionasacomputerengineerinyourcompany.A.thankforB.waitforC.applyfor10 11.Youcantrythesemethodstokeepyourinterviewanxietycontrol.A.underB.onC.with12.acompanyreallywantsisacandidatehastherightskills.A.What…thatB.That…whatC.That…that13.Thesetipsmayhelpyouavoidbademployeesforyourcompany.A.tohireB.hiringC.hire14.Writethetelephonenumberdownyouforget.A.oncaseB.incaseC.undercase15.Doeshisabsencetoyourwork?A.makeadifferenceB.takeallthecreditC.bringabout16.Americanyoungpeoplewouldratheradvicefromstrangers.A.getB.gettingC.got17.youpreparecrosstrainingplans,youneedtoconsiderboththecompanybenefitsandtheemployeebenefits.A.AlthoughB.EvenifC.As18.Thesuccessofoureventistothesponsor.A.relatedB.basedC.intended19.Yourlong-termsuccessineventplanningwillbebasedtheexperienceyouhad.A.toB.onC.of20.thefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.GetB.GettingC.Toget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。Passage1PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday,aftershowinghertoherdeskandintroducinghertocolleagues,thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor,andwishesherluck.Afterlunch,Elainesetsouttocontactthefamilies,worriedaboutwhatshe’lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine’s,andhasjustbeenhiredbyGooseneck.Onhisfirstday,helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers,anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers,andgetssomedirectinstructionfromthem.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein,beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou’regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.23.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn’tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.10 C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine’sandMark’sworkexperience.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。Passage2Hiringtherightemployeeisachallengingprocessforacompany.Abadhirenotjustwastesyourtimeandmoney,butalsoimpactstheteamspiritandcompanymorale.Agoodhire,however,paysyoubackinemployeeproductivity,successfulemploymentrelationship,andbusinesscultureenhancement.Herearecertainrulesthatyoucanusetoselecttherightemployee.Designaneffectiveadvertisement.Aclearlytargetedad.attractsqualifiedcandidatesanddiscouragesothers.Youcanmakeyourad.Moreeffectivewithapreciseandspecificjobdescription.Asktherightjobinterviewquestions.Thepurposeoftheinterviewistofindoutifthecandidateisastrongfittoyourbusiness.Byusingasequenceofparticularlydesignedquestions,youareabletogetatruepictureofyourpotentialemployee.Checkbackgroundsandreferences.Backgroundcheckinghelpsyoureducerisksandimprovetheoverallqualityofhire.Youneedtoverifythatallthepresentedcredentials,skills,andexperienceareactuallypossessedbyyourcandidate.(F)26.Hiringthewrongemployeeisexpensive,costlytoacompany,andtimeconsuming.(F)27.Acompanyhastospendalotofmoneyhiringarightemployee.(F)28.Anadvertisementwithacleartargetwillmakeallcandidateslosecourage.(T)29.Welldesignedinterviewquestionscanhelpyouknowmoreaboutthecandidates.(T)30.Workexperienceisoneoftheprimarythingsforanemployertoverifyinbackgroundchecking.四、翻译（共计20分，每小题4分）31-35题：选择正确的译文，并将答案序号骂在题前括号内。31.Atruefriendissomeonewhoreachesforyourhandandtouchesyourheart.A.一个真实的朋友就是能伸出他的手触碰你心灵的人。B.一个真实的朋友就是能伸出他的手理解你心灵的人。C.真正的朋友是一个可以援手帮助并感动你心扉的人。32.Theoldsaying“practicemakesperfect”appliestointerviewingtoo.A.古话“曲不离口”也适用于招聘。B.古话“熟能生巧”对面试准备也是适用的。C.在申请面试资格时我们常常用到古话“熟能生巧”。33.Wecan’tpossiblygettheworkdonebyOctober.A.十月份前我们不可能做完这项工作。B.十月份前我们不可能做这项工作。C.十月份后我们不可能做完这项工作。34.Theyhavedisagreementontheplanofcelebratingthefoundingofthecommunity.A.他们对公司的成立资金都有不同意见。10 B.他们对庆祝公司成立的方案有异议。C.他们为了庆祝公司成立的方案而争吵。35.Thisinvolvesidentifyingthehigh-levelreasoningbehindyourintentionsfortheevent.A.这也包含了此次活动的主要目的和意义。B.这些都是用来识别此次活动与其他不同活动的主要区别。C.这就包括了弄明白你举办此次活动目的背后的高层次的推理。作业2一、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.-Wouldyoumindfillingthequestionnaireforme?-.A.Noproblem.Justgivemeyourquestionnaire.B.SorryIcan’tgothere.C.Ireallyappreciatethat.2.-Canyoustayherelonger?-butIhavetobebacktomorrow.A.I’dloveto,B.No,thankyou,C.I’mafraidnot,3.-Whydoyoulookunhappy.What’sthematter?-.A.I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.B.I’mgladtohaveboughtthisradioatsuchaprice.C.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.4.-Goodmorning,SunshineCommunityCenter!MayIhelpyou?-.A.I’dliketobookoneairticket.B.I’mgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.5.一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn’twork.-.A.Oh,Idon’tknowwhat’swrongwithit.B.Sorry，I’11haveitcheckedoutatonce.C.OK,Isee.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.Youneedtothosequestionnairepapersforyourcompany.A.handoutB.handinC.handon7.Questionnairesarenotsuitablesomepeople.A.inB.forC.with8.Whereareyouusedtovegetables?A.buyB.boughtC.buying9.Customersrefusetofillingthequestionnairearenotpermittedtobuytheproduct.A.whatB.whichC.Who10.Themusiclikethesingingofabird.A.hearsB.listensC.sounds11.Ilikecookingformyfriendsinfreetime.A.meB.myC.mine12.You’dbetterhaveyourhairbeforegoingtoyourfriend’swedding.10 A.cuttingB.cutC.tocut13.Herarticleisinherclass.A.betterB.wellC.thebest14.Wefeelwiththeinconveniencetheservicecenterbroughtus.A.disappointedB.worriedC.surprised15.Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.A.argueB.affectC.assure16.Idon’tknow.Ijustarrivedheretwominutesago.A.what’sgoingonB.howisgoingonC.whoisgoingon17.Theysincelastnight.Theyareabouttofinishthework.A.arecleaningthesystemB.havebeencleaningthesystemC.hadcleanedthesystem18.I’mconfidentintheseaslongaswetheneedsofthecommunityresidentsandimproveourservicequality.A.keepaneyeonB.keepaneyeatC.keepeyeson19.Wehavetoourannualworkreporttothemanagernextweek.A.handinB.handoutC.handsup20.thefog,weshouldhavereachedtheannualmeetingsiteontime.A.BecauseofB.InspiteofC.Butfor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。Passage1Questionnairescanbeasimplewaytogettoknowyouraudience’sopinions.Thoughitiseasytowriteaquestionnaire,youneedalotofskillandexperiencetowriteagoodone.Luckily,gooddesignskillscanbelearnedinashorttime.KeepYourQuestionnaireSimpleandVisuallyAttractiveKeepyourquestionnaireshortandsimple.Ashortandsimplequestionnaireismorelikelytobecompletedandreturned.Itisalsoimportanttomakeyourquestionnaireasattractiveaspossible.Youshouldkeepthefollowingdesignelementsinmind:Text:Chooseafontstylethatiseasytoread,andmakesurethefontsizeislargeenoughforyourrespondentstoread.Paragraphs:Longparagraphscanbedauntingforreaders,sotrytokeepyourblocksoftexttoahandfuloflines.Whitespace:Ensurethatthereisspacebetweenquestionsandsectionsanddon’tmakemarginstoosmall.KeepQuestionsBriefandEasytoUnderstandBebriefanddirectwithyourquestions.Donotuseanyunnecessarywordsandphrases.Briefquestionsthatusesimplelanguageareeasytoreadandunderstand,sotheparticipantswon’tfinditdifficulttofillinthequestionnaire.MakeSureQuestionsAreIntheRightOrderYoushouldstartyourquestionnairewithgeneralquestionsandthenmovetospecificones.Trytoavoidjumpingbackandforthbetweengeneralandspecificquestions.UseOpen-EndedQuestionsProperlyOpen-endedquestionsmeanrespondentscananswerfreelyusingtheirownwords.Theycanprovidemoredetailedinformation,buttheytakemoretimeandefforttoanswerandcanbemoredifficulttoanalyze.Youshouldnotusetoomanyopen-endedquestionsinonequestionnaire.Inaword,takingthetimetodevelopawell-designedandparticipant“friendlyquestionnairewillgiveyouusefuldatathatcanhelpyoumaketherightdecisions.10 21.Thequestionnairecontainsfollowingelementsexcept？A.testB.paragraphC.address22.Inordertokeepyourquestionnairevisuallyattractive,youshould.A.choosedifferentfontstylesinaquestionnaireB.writelongparagraphsinsteadofshortonesC.leaveenoughspacebetweenquestionsandsections23.Youshouldstartyourquestionnairewithquestionsandthenmovetoones.A.general,specificB.specific,generalC.short,long24.Whatcouldbethebesttitleforthispassage?A.DesigninganEffectiveQuestionnaire.B.Questionnaireisthebestwaytocollectdatafrommanypeople.C.Questionnairebenefitsourlife.25.WhichofthefollowingstatementsisNOTtrue?A.Questionnairedesignskillscanbelearnedinashorttime.B.Open-endedquestionscannotprovidemoredetailedinformbetternotusetoomanyopen-endedquestionsinonequestionnaire.C.It’sworthtakingthetimetodevelopawell-designedandparticipant-friendlyquestionnaire.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。Passage2Anannualreportofacompanyprovidesinformationaboutitsbusinessperformanceforcertainpeople.Thesepeopleincludetheinvestors,potentialinvestorsandotherstakeholders.Fromthereport,peoplecanunderstandthecompany’sbusinessscope,recentsituationandfuturedevelopment.Themainpartsofanannualreportusuallyincludechairman’sletter,operationanalysisandfinancialstatements.·Chairman’sLetterUsually,anannualreportshouldcontainaletterfromthechairman.Thelettershouldprovidedetailsaboutthesuccessesandthechallengesofthepastyear.Itshouldalsoincludethefutureoutlookforthecompany.·OperationAnalysisTheoperationanalysisisanoverviewofthebusinessinthepastyear.Itusuallyincludesnewhiresandnewproductintroductions.Atthesametime,itwillintroducebusinessacquisitionsandotherimportantissues.·FinancialStatementsThefinancialstatementsareveryimportantforanannualreport.Peoplecanknowthecompany’sperformanceinthepastfromthestatements.Itusuallythreeaspects.Thefirstoneistheprofitandlossstatement.Thesecondoneisthebalancesheet.Andthethirdoneisthecashflowstatement.(T)26.Anannualreportofacompanyprovidessomeinformationaboutitsbusinessperformanceforcertainpeople.(F)27.Peoplecanknoweverythingofthecompanyfromtheannualreport.(T)28.Anannualreportusuallyincludeschairman’sletter,financialstatementsandoperationanalysis.(F)29.Achairman’slettershouldincludethestrategicdirectionmovingforward.(T)30.Thispassageismainlyaboutthemainpartsofanannualreport.四、翻译（共计20分，每小题4分）10 31-35题：选择正确的译文，并将答案序号写在题前括号内。31.Anewfoodmarketwillbebuiltinourcommunitynextmonth.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.Onthelastdayoftheoldyear,thereisafamilydinner.A.在老年人生命中的最后一段日子里，通常有一顿家庭餐。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.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.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.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.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.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.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’mterriblysorrythatI’vespilledsomecoffeeonthetable.-.A.Idon’tcare.B.Itdoesn’tmatter.C.Don’tbesorry．2.-Whatstartingsalarydoyouexpect?-.A.I’dliketostartonMondaynextweek.B.Iexpecttogetasalaryincrease.C.I’dliketostartat¥5,000amonth.3.-Anysuggestionsfortheproject?-.A.Ineedyouradviceonit.B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.－4.-Ourcompanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?-.A.Itdoesn’tmatterB.Byallmeans.C.Ihavenoidea.5.-Iamsorry.Nowwhatwerewetalkingabout?-.A.Nevermind.B.Idon’tremember,either.C.Youweresayingthatyouusedtobeateacher.二、词汇与结构（共计30分，每小题2分）10 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.Oneday,ourdreamswillreality.A.turnoutB.turnintoC.turnaway7.Hesayswhathethinksanddoeswhathewantstodo，otherpeople’sfeelings.A.accordingtoB.regardlessofC.becauseof8.Weshouldtakethedegreeaccountwhenwerecruitanewsecretary.A.withB.intoC.of9.Thecandidateshoulddressinamannerthatisappropriatetothepositionheisapplying.A.forwhichB.whichC.that10.ParticipantshavetheProductivityAnalysisWorksheet.A.completingB.beencompletedC.completed11.Howmanyplayersdoesabaseballteam?A.consistofB.beresponsibleforC.setout12.Thisinvolvesthehigh-levelreasoningbehindyourintentionsfortheevent.A.identifyB.identifiedC.identifying13.Weshouldkeepinmindthefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.whatB.thatC.when14.Theinvestorshouldbeawareofthelimitationsofthefinancialstatementanalysistheannualreport.A.basedonB.basingonC.baseon15.Undernocircumstancetotellliestothepublic.A.thecompaniesareallowedB.arethecompaniesallowedC.thecompanieswillallow16.Themoreinformationyoucanget，inyourfield.A.themorecompetitivewillyoubeB.youwillbethemorecompetitiveC.themorecompetitiveyouwillbe17.Weitverymuchthatyou’vecometogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise18.Iwouldrathertwoweeksearlier.A.youshouldcomehereB.youcamehereC.youhadcomehere19.face-to-faceinterviews,questionnairesarecheaperforcollectingdatafromalargenumberofrespondents.A.ComparedtoB.ComparingC.Compare20.Ourcompanywillthecustomers’suggestions.A.respondB.respondingtoC.respondto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。Passage1Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestinga10 possiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehavior.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulinhelpingyousuccessfullytackleallkindsofdifficultsituationsinlife.Ifyoufollowthem,youareonyourwaytosucceedinginyourcareer.21.Whomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaintsat?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.22.Whenacustomershoutsrudelyatyou,youshould.A.arg1ebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means.A.Yourmouthisnotmoreimportantforyouthanyourears.B.Youshouldlistenmorethanyouspeak.C.Youshouldtalkmorethanyoulisten.24.Whendealingwithanangrycustomer,whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain,youneedn’tlistencarefully.B.Youneedn’tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.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。Passage2GoodCommunicationSkills-KeytoSuccessGoodcommunicationskillsarethekeytosuccessinlife,workandrelationships.Withouteffectivecommunication,amessagecanturnintoanerror,misunderstanding,frustration,orevendisasterbybeingmisinterpretedorpoorlydelivered.Thestepsforgoodcommunicationskills:1.Knowwhattosay.Understandclearlythepurposeandintentofyourmessage.2.Knowhowtosayit.Beginbymakingeyecontact,whichshowsconfidence.Thenpayattentiontoyourbodylanguage.3.Listen.Afteryou’vefinishedtalking,youshouldstop,listen,andlookforfeedbackandcluesofcomprehension.4.Reachunderstanding.Tocommunicatewellistounderstandandbeunderstood.Moretipsfordevelopinggoodcommunicationskills:1.Thebetteryouareabletoexpressyourself,thebetteryourabilitytocommunicate.2.Practiceyourlisteningskills.Beconsiderateofotherspeakersbywaitinguntiltheyaredonebeforestatingyourviews.3.Learntounderstandandappreciatedifferentviewsbybeingopen-minded.Itwillin10 turn,gainyoumorecooperationandunderstanding.4.Avoidtryingtocommunicatewheninanemotionalstate.Taketimetoconsideryourpositionthroughbeforespeaking.Whenyoutakethetimetodevelopgoodcommunicationskills,itmeansyouopenyourselfuptobetterrelationships,morecareeropportunities,andincreasedself-confidence.Moreover,youreachhigherlevelsofmutualunderstandingandcooperationwhilesuccessfullyattainingyourgoals.(T)26.Amessagemustbeunderstood,interpretedordeliveredcorrectlywithcommunication.(F)27.Whenyoutalkwithothersyoucanpaylittleattentiontoyourbodylanguage.(T)28.Thebetteryouareabletounderstandothers,thebetteryourabilitytocommunicate.(T)29.Beforestatingyouropinions,you’dbetterletthespeakerfinishhisorhertalkingfirst.(T)30.Don’targueordebatewithothersifyoufeelangryordispleased.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.Theyarewillingtounderstandtheirpartner’spositionfirstbeforetryingtogetunderstood.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.Themorefamiliarinterviewingfeelstoyou,thelessanxietyyouwillfeelwiththeprocess.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.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.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.Afewminuteslaterthedoctorcameoutofhisroomforthethirdtime.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.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.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。10
简介：2022年国家开放大学《管理英语（2）》形成性考核册参考资料《管理英语（2）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。作业1一、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.-Iwasworriedaboutmymath,butMr.WhitegavemeanA.-.A.That’saneasycourse.B.Congratulations!C.Mr.Whiteisverygood.2.-Hi,Helen,I’llhaveaninterviewtomorrow.I’mafraidIcan’tmakeit.-.A.Sure,youcan.Takeiteasy.B.I’msorrytohearthat.C.That’sallright.3.一ShouldIleaveearliertomorrowmorning?-.A.Yes,it’sbettertoleaveearliertoavoidthemorningtraffic.B.Yes,youwill.C.No,youwon’t.4.一Howdoyouthinkofthethemeofourevent?-.A.It’sprettygood.B.Ifeelsosorryaboutthat.C.I’dliketohavesometea.5.-.一Itwillbeheldonthe3rdfloorofShakiratonHotel.A.Whenwillyougiveaspeech?B.Doesyourspeechstillgoon?C.Whatistheaddressofyourspeech?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.Hewasalwaysinsharinghisenormousknowledge.A.generousB.generationC.generate7.Hisactionisalwayswithhiswords.A.constantB.continuousC.consistent8.-Canyougoskatingwithusthisafternoon?一Sorry，Ican’t.Itakecareofmylittlesisterathome.A.couldB.mayC.haveto9.-Whosetextbookisthis?-ItJohn’s.Ithashisnameonit.A.can’tbeB.mustbeC.mightbe10.I’mwritingtoapositionasacomputerengineerinyourcompany.A.thankforB.waitforC.applyfor10 11.Youcantrythesemethodstokeepyourinterviewanxietycontrol.A.underB.onC.with12.acompanyreallywantsisacandidatehastherightskills.A.What…thatB.That…whatC.That…that13.Thesetipsmayhelpyouavoidbademployeesforyourcompany.A.tohireB.hiringC.hire14.Writethetelephonenumberdownyouforget.A.oncaseB.incaseC.undercase15.Doeshisabsencetoyourwork?A.makeadifferenceB.takeallthecreditC.bringabout16.Americanyoungpeoplewouldratheradvicefromstrangers.A.getB.gettingC.got17.youpreparecrosstrainingplans,youneedtoconsiderboththecompanybenefitsandtheemployeebenefits.A.AlthoughB.EvenifC.As18.Thesuccessofoureventistothesponsor.A.relatedB.basedC.intended19.Yourlong-termsuccessineventplanningwillbebasedtheexperienceyouhad.A.toB.onC.of20.thefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.GetB.GettingC.Toget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。Passage1PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday,aftershowinghertoherdeskandintroducinghertocolleagues,thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor,andwishesherluck.Afterlunch,Elainesetsouttocontactthefamilies,worriedaboutwhatshe’lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine’s,andhasjustbeenhiredbyGooseneck.Onhisfirstday,helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers,anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers,andgetssomedirectinstructionfromthem.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein,beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou’regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.23.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn’tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.10 C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine’sandMark’sworkexperience.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。Passage2Hiringtherightemployeeisachallengingprocessforacompany.Abadhirenotjustwastesyourtimeandmoney,butalsoimpactstheteamspiritandcompanymorale.Agoodhire,however,paysyoubackinemployeeproductivity,successfulemploymentrelationship,andbusinesscultureenhancement.Herearecertainrulesthatyoucanusetoselecttherightemployee.Designaneffectiveadvertisement.Aclearlytargetedad.attractsqualifiedcandidatesanddiscouragesothers.Youcanmakeyourad.Moreeffectivewithapreciseandspecificjobdescription.Asktherightjobinterviewquestions.Thepurposeoftheinterviewistofindoutifthecandidateisastrongfittoyourbusiness.Byusingasequenceofparticularlydesignedquestions,youareabletogetatruepictureofyourpotentialemployee.Checkbackgroundsandreferences.Backgroundcheckinghelpsyoureducerisksandimprovetheoverallqualityofhire.Youneedtoverifythatallthepresentedcredentials,skills,andexperienceareactuallypossessedbyyourcandidate.(F)26.Hiringthewrongemployeeisexpensive,costlytoacompany,andtimeconsuming.(F)27.Acompanyhastospendalotofmoneyhiringarightemployee.(F)28.Anadvertisementwithacleartargetwillmakeallcandidateslosecourage.(T)29.Welldesignedinterviewquestionscanhelpyouknowmoreaboutthecandidates.(T)30.Workexperienceisoneoftheprimarythingsforanemployertoverifyinbackgroundchecking.四、翻译（共计20分，每小题4分）31-35题：选择正确的译文，并将答案序号骂在题前括号内。31.Atruefriendissomeonewhoreachesforyourhandandtouchesyourheart.A.一个真实的朋友就是能伸出他的手触碰你心灵的人。B.一个真实的朋友就是能伸出他的手理解你心灵的人。C.真正的朋友是一个可以援手帮助并感动你心扉的人。32.Theoldsaying“practicemakesperfect”appliestointerviewingtoo.A.古话“曲不离口”也适用于招聘。B.古话“熟能生巧”对面试准备也是适用的。C.在申请面试资格时我们常常用到古话“熟能生巧”。33.Wecan’tpossiblygettheworkdonebyOctober.A.十月份前我们不可能做完这项工作。B.十月份前我们不可能做这项工作。C.十月份后我们不可能做完这项工作。34.Theyhavedisagreementontheplanofcelebratingthefoundingofthecommunity.A.他们对公司的成立资金都有不同意见。10 B.他们对庆祝公司成立的方案有异议。C.他们为了庆祝公司成立的方案而争吵。35.Thisinvolvesidentifyingthehigh-levelreasoningbehindyourintentionsfortheevent.A.这也包含了此次活动的主要目的和意义。B.这些都是用来识别此次活动与其他不同活动的主要区别。C.这就包括了弄明白你举办此次活动目的背后的高层次的推理。作业2一、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.-Wouldyoumindfillingthequestionnaireforme?-.A.Noproblem.Justgivemeyourquestionnaire.B.SorryIcan’tgothere.C.Ireallyappreciatethat.2.-Canyoustayherelonger?-butIhavetobebacktomorrow.A.I’dloveto,B.No,thankyou,C.I’mafraidnot,3.-Whydoyoulookunhappy.What’sthematter?-.A.I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.B.I’mgladtohaveboughtthisradioatsuchaprice.C.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.4.-Goodmorning,SunshineCommunityCenter!MayIhelpyou?-.A.I’dliketobookoneairticket.B.I’mgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.5.一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn’twork.-.A.Oh,Idon’tknowwhat’swrongwithit.B.Sorry，I’11haveitcheckedoutatonce.C.OK,Isee.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.Youneedtothosequestionnairepapersforyourcompany.A.handoutB.handinC.handon7.Questionnairesarenotsuitablesomepeople.A.inB.forC.with8.Whereareyouusedtovegetables?A.buyB.boughtC.buying9.Customersrefusetofillingthequestionnairearenotpermittedtobuytheproduct.A.whatB.whichC.Who10.Themusiclikethesingingofabird.A.hearsB.listensC.sounds11.Ilikecookingformyfriendsinfreetime.A.meB.myC.mine12.You’dbetterhaveyourhairbeforegoingtoyourfriend’swedding.10 A.cuttingB.cutC.tocut13.Herarticleisinherclass.A.betterB.wellC.thebest14.Wefeelwiththeinconveniencetheservicecenterbroughtus.A.disappointedB.worriedC.surprised15.Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.A.argueB.affectC.assure16.Idon’tknow.Ijustarrivedheretwominutesago.A.what’sgoingonB.howisgoingonC.whoisgoingon17.Theysincelastnight.Theyareabouttofinishthework.A.arecleaningthesystemB.havebeencleaningthesystemC.hadcleanedthesystem18.I’mconfidentintheseaslongaswetheneedsofthecommunityresidentsandimproveourservicequality.A.keepaneyeonB.keepaneyeatC.keepeyeson19.Wehavetoourannualworkreporttothemanagernextweek.A.handinB.handoutC.handsup20.thefog,weshouldhavereachedtheannualmeetingsiteontime.A.BecauseofB.InspiteofC.Butfor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。Passage1Questionnairescanbeasimplewaytogettoknowyouraudience’sopinions.Thoughitiseasytowriteaquestionnaire,youneedalotofskillandexperiencetowriteagoodone.Luckily,gooddesignskillscanbelearnedinashorttime.KeepYourQuestionnaireSimpleandVisuallyAttractiveKeepyourquestionnaireshortandsimple.Ashortandsimplequestionnaireismorelikelytobecompletedandreturned.Itisalsoimportanttomakeyourquestionnaireasattractiveaspossible.Youshouldkeepthefollowingdesignelementsinmind:Text:Chooseafontstylethatiseasytoread,andmakesurethefontsizeislargeenoughforyourrespondentstoread.Paragraphs:Longparagraphscanbedauntingforreaders,sotrytokeepyourblocksoftexttoahandfuloflines.Whitespace:Ensurethatthereisspacebetweenquestionsandsectionsanddon’tmakemarginstoosmall.KeepQuestionsBriefandEasytoUnderstandBebriefanddirectwithyourquestions.Donotuseanyunnecessarywordsandphrases.Briefquestionsthatusesimplelanguageareeasytoreadandunderstand,sotheparticipantswon’tfinditdifficulttofillinthequestionnaire.MakeSureQuestionsAreIntheRightOrderYoushouldstartyourquestionnairewithgeneralquestionsandthenmovetospecificones.Trytoavoidjumpingbackandforthbetweengeneralandspecificquestions.UseOpen-EndedQuestionsProperlyOpen-endedquestionsmeanrespondentscananswerfreelyusingtheirownwords.Theycanprovidemoredetailedinformation,buttheytakemoretimeandefforttoanswerandcanbemoredifficulttoanalyze.Youshouldnotusetoomanyopen-endedquestionsinonequestionnaire.Inaword,takingthetimetodevelopawell-designedandparticipant“friendlyquestionnairewillgiveyouusefuldatathatcanhelpyoumaketherightdecisions.10 21.Thequestionnairecontainsfollowingelementsexcept？A.testB.paragraphC.address22.Inordertokeepyourquestionnairevisuallyattractive,youshould.A.choosedifferentfontstylesinaquestionnaireB.writelongparagraphsinsteadofshortonesC.leaveenoughspacebetweenquestionsandsections23.Youshouldstartyourquestionnairewithquestionsandthenmovetoones.A.general,specificB.specific,generalC.short,long24.Whatcouldbethebesttitleforthispassage?A.DesigninganEffectiveQuestionnaire.B.Questionnaireisthebestwaytocollectdatafrommanypeople.C.Questionnairebenefitsourlife.25.WhichofthefollowingstatementsisNOTtrue?A.Questionnairedesignskillscanbelearnedinashorttime.B.Open-endedquestionscannotprovidemoredetailedinformbetternotusetoomanyopen-endedquestionsinonequestionnaire.C.It’sworthtakingthetimetodevelopawell-designedandparticipant-friendlyquestionnaire.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。Passage2Anannualreportofacompanyprovidesinformationaboutitsbusinessperformanceforcertainpeople.Thesepeopleincludetheinvestors,potentialinvestorsandotherstakeholders.Fromthereport,peoplecanunderstandthecompany’sbusinessscope,recentsituationandfuturedevelopment.Themainpartsofanannualreportusuallyincludechairman’sletter,operationanalysisandfinancialstatements.·Chairman’sLetterUsually,anannualreportshouldcontainaletterfromthechairman.Thelettershouldprovidedetailsaboutthesuccessesandthechallengesofthepastyear.Itshouldalsoincludethefutureoutlookforthecompany.·OperationAnalysisTheoperationanalysisisanoverviewofthebusinessinthepastyear.Itusuallyincludesnewhiresandnewproductintroductions.Atthesametime,itwillintroducebusinessacquisitionsandotherimportantissues.·FinancialStatementsThefinancialstatementsareveryimportantforanannualreport.Peoplecanknowthecompany’sperformanceinthepastfromthestatements.Itusuallythreeaspects.Thefirstoneistheprofitandlossstatement.Thesecondoneisthebalancesheet.Andthethirdoneisthecashflowstatement.(T)26.Anannualreportofacompanyprovidessomeinformationaboutitsbusinessperformanceforcertainpeople.(F)27.Peoplecanknoweverythingofthecompanyfromtheannualreport.(T)28.Anannualreportusuallyincludeschairman’sletter,financialstatementsandoperationanalysis.(F)29.Achairman’slettershouldincludethestrategicdirectionmovingforward.(T)30.Thispassageismainlyaboutthemainpartsofanannualreport.四、翻译（共计20分，每小题4分）10 31-35题：选择正确的译文，并将答案序号写在题前括号内。31.Anewfoodmarketwillbebuiltinourcommunitynextmonth.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.Onthelastdayoftheoldyear,thereisafamilydinner.A.在老年人生命中的最后一段日子里，通常有一顿家庭餐。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.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.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.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.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.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.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’mterriblysorrythatI’vespilledsomecoffeeonthetable.-.A.Idon’tcare.B.Itdoesn’tmatter.C.Don’tbesorry．2.-Whatstartingsalarydoyouexpect?-.A.I’dliketostartonMondaynextweek.B.Iexpecttogetasalaryincrease.C.I’dliketostartat¥5,000amonth.3.-Anysuggestionsfortheproject?-.A.Ineedyouradviceonit.B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.－4.-Ourcompanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?-.A.Itdoesn’tmatterB.Byallmeans.C.Ihavenoidea.5.-Iamsorry.Nowwhatwerewetalkingabout?-.A.Nevermind.B.Idon’tremember,either.C.Youweresayingthatyouusedtobeateacher.二、词汇与结构（共计30分，每小题2分）10 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.Oneday,ourdreamswillreality.A.turnoutB.turnintoC.turnaway7.Hesayswhathethinksanddoeswhathewantstodo，otherpeople’sfeelings.A.accordingtoB.regardlessofC.becauseof8.Weshouldtakethedegreeaccountwhenwerecruitanewsecretary.A.withB.intoC.of9.Thecandidateshoulddressinamannerthatisappropriatetothepositionheisapplying.A.forwhichB.whichC.that10.ParticipantshavetheProductivityAnalysisWorksheet.A.completingB.beencompletedC.completed11.Howmanyplayersdoesabaseballteam?A.consistofB.beresponsibleforC.setout12.Thisinvolvesthehigh-levelreasoningbehindyourintentionsfortheevent.A.identifyB.identifiedC.identifying13.Weshouldkeepinmindthefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.whatB.thatC.when14.Theinvestorshouldbeawareofthelimitationsofthefinancialstatementanalysistheannualreport.A.basedonB.basingonC.baseon15.Undernocircumstancetotellliestothepublic.A.thecompaniesareallowedB.arethecompaniesallowedC.thecompanieswillallow16.Themoreinformationyoucanget，inyourfield.A.themorecompetitivewillyoubeB.youwillbethemorecompetitiveC.themorecompetitiveyouwillbe17.Weitverymuchthatyou’vecometogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise18.Iwouldrathertwoweeksearlier.A.youshouldcomehereB.youcamehereC.youhadcomehere19.face-to-faceinterviews,questionnairesarecheaperforcollectingdatafromalargenumberofrespondents.A.ComparedtoB.ComparingC.Compare20.Ourcompanywillthecustomers’suggestions.A.respondB.respondingtoC.respondto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。Passage1Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestinga10 possiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehavior.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulinhelpingyousuccessfullytackleallkindsofdifficultsituationsinlife.Ifyoufollowthem,youareonyourwaytosucceedinginyourcareer.21.Whomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaintsat?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.22.Whenacustomershoutsrudelyatyou,youshould.A.arg1ebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means.A.Yourmouthisnotmoreimportantforyouthanyourears.B.Youshouldlistenmorethanyouspeak.C.Youshouldtalkmorethanyoulisten.24.Whendealingwithanangrycustomer,whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain,youneedn’tlistencarefully.B.Youneedn’tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.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。Passage2GoodCommunicationSkills-KeytoSuccessGoodcommunicationskillsarethekeytosuccessinlife,workandrelationships.Withouteffectivecommunication,amessagecanturnintoanerror,misunderstanding,frustration,orevendisasterbybeingmisinterpretedorpoorlydelivered.Thestepsforgoodcommunicationskills:1.Knowwhattosay.Understandclearlythepurposeandintentofyourmessage.2.Knowhowtosayit.Beginbymakingeyecontact,whichshowsconfidence.Thenpayattentiontoyourbodylanguage.3.Listen.Afteryou’vefinishedtalking,youshouldstop,listen,andlookforfeedbackandcluesofcomprehension.4.Reachunderstanding.Tocommunicatewellistounderstandandbeunderstood.Moretipsfordevelopinggoodcommunicationskills:1.Thebetteryouareabletoexpressyourself,thebetteryourabilitytocommunicate.2.Practiceyourlisteningskills.Beconsiderateofotherspeakersbywaitinguntiltheyaredonebeforestatingyourviews.3.Learntounderstandandappreciatedifferentviewsbybeingopen-minded.Itwillin10 turn,gainyoumorecooperationandunderstanding.4.Avoidtryingtocommunicatewheninanemotionalstate.Taketimetoconsideryourpositionthroughbeforespeaking.Whenyoutakethetimetodevelopgoodcommunicationskills,itmeansyouopenyourselfuptobetterrelationships,morecareeropportunities,andincreasedself-confidence.Moreover,youreachhigherlevelsofmutualunderstandingandcooperationwhilesuccessfullyattainingyourgoals.(T)26.Amessagemustbeunderstood,interpretedordeliveredcorrectlywithcommunication.(F)27.Whenyoutalkwithothersyoucanpaylittleattentiontoyourbodylanguage.(T)28.Thebetteryouareabletounderstandothers,thebetteryourabilitytocommunicate.(T)29.Beforestatingyouropinions,you’dbetterletthespeakerfinishhisorhertalkingfirst.(T)30.Don’targueordebatewithothersifyoufeelangryordispleased.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.Theyarewillingtounderstandtheirpartner’spositionfirstbeforetryingtogetunderstood.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.Themorefamiliarinterviewingfeelstoyou,thelessanxietyyouwillfeelwiththeprocess.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.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.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.Afewminuteslaterthedoctorcameoutofhisroomforthethirdtime.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.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.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。10
简介：2022年国家开放大学《管理英语（2）》形成性考核册参考资料《管理英语（2）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。作业1一、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.-Iwasworriedaboutmymath,butMr.WhitegavemeanA.-.A.That’saneasycourse.B.Congratulations!C.Mr.Whiteisverygood.2.-Hi,Helen,I’llhaveaninterviewtomorrow.I’mafraidIcan’tmakeit.-.A.Sure,youcan.Takeiteasy.B.I’msorrytohearthat.C.That’sallright.3.一ShouldIleaveearliertomorrowmorning?-.A.Yes,it’sbettertoleaveearliertoavoidthemorningtraffic.B.Yes,youwill.C.No,youwon’t.4.一Howdoyouthinkofthethemeofourevent?-.A.It’sprettygood.B.Ifeelsosorryaboutthat.C.I’dliketohavesometea.5.-.一Itwillbeheldonthe3rdfloorofShakiratonHotel.A.Whenwillyougiveaspeech?B.Doesyourspeechstillgoon?C.Whatistheaddressofyourspeech?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.Hewasalwaysinsharinghisenormousknowledge.A.generousB.generationC.generate7.Hisactionisalwayswithhiswords.A.constantB.continuousC.consistent8.-Canyougoskatingwithusthisafternoon?一Sorry，Ican’t.Itakecareofmylittlesisterathome.A.couldB.mayC.haveto9.-Whosetextbookisthis?-ItJohn’s.Ithashisnameonit.A.can’tbeB.mustbeC.mightbe10.I’mwritingtoapositionasacomputerengineerinyourcompany.A.thankforB.waitforC.applyfor10 11.Youcantrythesemethodstokeepyourinterviewanxietycontrol.A.underB.onC.with12.acompanyreallywantsisacandidatehastherightskills.A.What…thatB.That…whatC.That…that13.Thesetipsmayhelpyouavoidbademployeesforyourcompany.A.tohireB.hiringC.hire14.Writethetelephonenumberdownyouforget.A.oncaseB.incaseC.undercase15.Doeshisabsencetoyourwork?A.makeadifferenceB.takeallthecreditC.bringabout16.Americanyoungpeoplewouldratheradvicefromstrangers.A.getB.gettingC.got17.youpreparecrosstrainingplans,youneedtoconsiderboththecompanybenefitsandtheemployeebenefits.A.AlthoughB.EvenifC.As18.Thesuccessofoureventistothesponsor.A.relatedB.basedC.intended19.Yourlong-termsuccessineventplanningwillbebasedtheexperienceyouhad.A.toB.onC.of20.thefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.GetB.GettingC.Toget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。Passage1PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday,aftershowinghertoherdeskandintroducinghertocolleagues,thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor,andwishesherluck.Afterlunch,Elainesetsouttocontactthefamilies,worriedaboutwhatshe’lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine’s,andhasjustbeenhiredbyGooseneck.Onhisfirstday,helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers,anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers,andgetssomedirectinstructionfromthem.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein,beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou’regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.23.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn’tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.10 C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine’sandMark’sworkexperience.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。Passage2Hiringtherightemployeeisachallengingprocessforacompany.Abadhirenotjustwastesyourtimeandmoney,butalsoimpactstheteamspiritandcompanymorale.Agoodhire,however,paysyoubackinemployeeproductivity,successfulemploymentrelationship,andbusinesscultureenhancement.Herearecertainrulesthatyoucanusetoselecttherightemployee.Designaneffectiveadvertisement.Aclearlytargetedad.attractsqualifiedcandidatesanddiscouragesothers.Youcanmakeyourad.Moreeffectivewithapreciseandspecificjobdescription.Asktherightjobinterviewquestions.Thepurposeoftheinterviewistofindoutifthecandidateisastrongfittoyourbusiness.Byusingasequenceofparticularlydesignedquestions,youareabletogetatruepictureofyourpotentialemployee.Checkbackgroundsandreferences.Backgroundcheckinghelpsyoureducerisksandimprovetheoverallqualityofhire.Youneedtoverifythatallthepresentedcredentials,skills,andexperienceareactuallypossessedbyyourcandidate.(F)26.Hiringthewrongemployeeisexpensive,costlytoacompany,andtimeconsuming.(F)27.Acompanyhastospendalotofmoneyhiringarightemployee.(F)28.Anadvertisementwithacleartargetwillmakeallcandidateslosecourage.(T)29.Welldesignedinterviewquestionscanhelpyouknowmoreaboutthecandidates.(T)30.Workexperienceisoneoftheprimarythingsforanemployertoverifyinbackgroundchecking.四、翻译（共计20分，每小题4分）31-35题：选择正确的译文，并将答案序号骂在题前括号内。31.Atruefriendissomeonewhoreachesforyourhandandtouchesyourheart.A.一个真实的朋友就是能伸出他的手触碰你心灵的人。B.一个真实的朋友就是能伸出他的手理解你心灵的人。C.真正的朋友是一个可以援手帮助并感动你心扉的人。32.Theoldsaying“practicemakesperfect”appliestointerviewingtoo.A.古话“曲不离口”也适用于招聘。B.古话“熟能生巧”对面试准备也是适用的。C.在申请面试资格时我们常常用到古话“熟能生巧”。33.Wecan’tpossiblygettheworkdonebyOctober.A.十月份前我们不可能做完这项工作。B.十月份前我们不可能做这项工作。C.十月份后我们不可能做完这项工作。34.Theyhavedisagreementontheplanofcelebratingthefoundingofthecommunity.A.他们对公司的成立资金都有不同意见。10 B.他们对庆祝公司成立的方案有异议。C.他们为了庆祝公司成立的方案而争吵。35.Thisinvolvesidentifyingthehigh-levelreasoningbehindyourintentionsfortheevent.A.这也包含了此次活动的主要目的和意义。B.这些都是用来识别此次活动与其他不同活动的主要区别。C.这就包括了弄明白你举办此次活动目的背后的高层次的推理。作业2一、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.-Wouldyoumindfillingthequestionnaireforme?-.A.Noproblem.Justgivemeyourquestionnaire.B.SorryIcan’tgothere.C.Ireallyappreciatethat.2.-Canyoustayherelonger?-butIhavetobebacktomorrow.A.I’dloveto,B.No,thankyou,C.I’mafraidnot,3.-Whydoyoulookunhappy.What’sthematter?-.A.I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.B.I’mgladtohaveboughtthisradioatsuchaprice.C.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.4.-Goodmorning,SunshineCommunityCenter!MayIhelpyou?-.A.I’dliketobookoneairticket.B.I’mgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.5.一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn’twork.-.A.Oh,Idon’tknowwhat’swrongwithit.B.Sorry，I’11haveitcheckedoutatonce.C.OK,Isee.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.Youneedtothosequestionnairepapersforyourcompany.A.handoutB.handinC.handon7.Questionnairesarenotsuitablesomepeople.A.inB.forC.with8.Whereareyouusedtovegetables?A.buyB.boughtC.buying9.Customersrefusetofillingthequestionnairearenotpermittedtobuytheproduct.A.whatB.whichC.Who10.Themusiclikethesingingofabird.A.hearsB.listensC.sounds11.Ilikecookingformyfriendsinfreetime.A.meB.myC.mine12.You’dbetterhaveyourhairbeforegoingtoyourfriend’swedding.10 A.cuttingB.cutC.tocut13.Herarticleisinherclass.A.betterB.wellC.thebest14.Wefeelwiththeinconveniencetheservicecenterbroughtus.A.disappointedB.worriedC.surprised15.Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.A.argueB.affectC.assure16.Idon’tknow.Ijustarrivedheretwominutesago.A.what’sgoingonB.howisgoingonC.whoisgoingon17.Theysincelastnight.Theyareabouttofinishthework.A.arecleaningthesystemB.havebeencleaningthesystemC.hadcleanedthesystem18.I’mconfidentintheseaslongaswetheneedsofthecommunityresidentsandimproveourservicequality.A.keepaneyeonB.keepaneyeatC.keepeyeson19.Wehavetoourannualworkreporttothemanagernextweek.A.handinB.handoutC.handsup20.thefog,weshouldhavereachedtheannualmeetingsiteontime.A.BecauseofB.InspiteofC.Butfor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。Passage1Questionnairescanbeasimplewaytogettoknowyouraudience’sopinions.Thoughitiseasytowriteaquestionnaire,youneedalotofskillandexperiencetowriteagoodone.Luckily,gooddesignskillscanbelearnedinashorttime.KeepYourQuestionnaireSimpleandVisuallyAttractiveKeepyourquestionnaireshortandsimple.Ashortandsimplequestionnaireismorelikelytobecompletedandreturned.Itisalsoimportanttomakeyourquestionnaireasattractiveaspossible.Youshouldkeepthefollowingdesignelementsinmind:Text:Chooseafontstylethatiseasytoread,andmakesurethefontsizeislargeenoughforyourrespondentstoread.Paragraphs:Longparagraphscanbedauntingforreaders,sotrytokeepyourblocksoftexttoahandfuloflines.Whitespace:Ensurethatthereisspacebetweenquestionsandsectionsanddon’tmakemarginstoosmall.KeepQuestionsBriefandEasytoUnderstandBebriefanddirectwithyourquestions.Donotuseanyunnecessarywordsandphrases.Briefquestionsthatusesimplelanguageareeasytoreadandunderstand,sotheparticipantswon’tfinditdifficulttofillinthequestionnaire.MakeSureQuestionsAreIntheRightOrderYoushouldstartyourquestionnairewithgeneralquestionsandthenmovetospecificones.Trytoavoidjumpingbackandforthbetweengeneralandspecificquestions.UseOpen-EndedQuestionsProperlyOpen-endedquestionsmeanrespondentscananswerfreelyusingtheirownwords.Theycanprovidemoredetailedinformation,buttheytakemoretimeandefforttoanswerandcanbemoredifficulttoanalyze.Youshouldnotusetoomanyopen-endedquestionsinonequestionnaire.Inaword,takingthetimetodevelopawell-designedandparticipant“friendlyquestionnairewillgiveyouusefuldatathatcanhelpyoumaketherightdecisions.10 21.Thequestionnairecontainsfollowingelementsexcept？A.testB.paragraphC.address22.Inordertokeepyourquestionnairevisuallyattractive,youshould.A.choosedifferentfontstylesinaquestionnaireB.writelongparagraphsinsteadofshortonesC.leaveenoughspacebetweenquestionsandsections23.Youshouldstartyourquestionnairewithquestionsandthenmovetoones.A.general,specificB.specific,generalC.short,long24.Whatcouldbethebesttitleforthispassage?A.DesigninganEffectiveQuestionnaire.B.Questionnaireisthebestwaytocollectdatafrommanypeople.C.Questionnairebenefitsourlife.25.WhichofthefollowingstatementsisNOTtrue?A.Questionnairedesignskillscanbelearnedinashorttime.B.Open-endedquestionscannotprovidemoredetailedinformbetternotusetoomanyopen-endedquestionsinonequestionnaire.C.It’sworthtakingthetimetodevelopawell-designedandparticipant-friendlyquestionnaire.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。Passage2Anannualreportofacompanyprovidesinformationaboutitsbusinessperformanceforcertainpeople.Thesepeopleincludetheinvestors,potentialinvestorsandotherstakeholders.Fromthereport,peoplecanunderstandthecompany’sbusinessscope,recentsituationandfuturedevelopment.Themainpartsofanannualreportusuallyincludechairman’sletter,operationanalysisandfinancialstatements.·Chairman’sLetterUsually,anannualreportshouldcontainaletterfromthechairman.Thelettershouldprovidedetailsaboutthesuccessesandthechallengesofthepastyear.Itshouldalsoincludethefutureoutlookforthecompany.·OperationAnalysisTheoperationanalysisisanoverviewofthebusinessinthepastyear.Itusuallyincludesnewhiresandnewproductintroductions.Atthesametime,itwillintroducebusinessacquisitionsandotherimportantissues.·FinancialStatementsThefinancialstatementsareveryimportantforanannualreport.Peoplecanknowthecompany’sperformanceinthepastfromthestatements.Itusuallythreeaspects.Thefirstoneistheprofitandlossstatement.Thesecondoneisthebalancesheet.Andthethirdoneisthecashflowstatement.(T)26.Anannualreportofacompanyprovidessomeinformationaboutitsbusinessperformanceforcertainpeople.(F)27.Peoplecanknoweverythingofthecompanyfromtheannualreport.(T)28.Anannualreportusuallyincludeschairman’sletter,financialstatementsandoperationanalysis.(F)29.Achairman’slettershouldincludethestrategicdirectionmovingforward.(T)30.Thispassageismainlyaboutthemainpartsofanannualreport.四、翻译（共计20分，每小题4分）10 31-35题：选择正确的译文，并将答案序号写在题前括号内。31.Anewfoodmarketwillbebuiltinourcommunitynextmonth.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.Onthelastdayoftheoldyear,thereisafamilydinner.A.在老年人生命中的最后一段日子里，通常有一顿家庭餐。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.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.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.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.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.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.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’mterriblysorrythatI’vespilledsomecoffeeonthetable.-.A.Idon’tcare.B.Itdoesn’tmatter.C.Don’tbesorry．2.-Whatstartingsalarydoyouexpect?-.A.I’dliketostartonMondaynextweek.B.Iexpecttogetasalaryincrease.C.I’dliketostartat¥5,000amonth.3.-Anysuggestionsfortheproject?-.A.Ineedyouradviceonit.B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.－4.-Ourcompanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?-.A.Itdoesn’tmatterB.Byallmeans.C.Ihavenoidea.5.-Iamsorry.Nowwhatwerewetalkingabout?-.A.Nevermind.B.Idon’tremember,either.C.Youweresayingthatyouusedtobeateacher.二、词汇与结构（共计30分，每小题2分）10 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.Oneday,ourdreamswillreality.A.turnoutB.turnintoC.turnaway7.Hesayswhathethinksanddoeswhathewantstodo，otherpeople’sfeelings.A.accordingtoB.regardlessofC.becauseof8.Weshouldtakethedegreeaccountwhenwerecruitanewsecretary.A.withB.intoC.of9.Thecandidateshoulddressinamannerthatisappropriatetothepositionheisapplying.A.forwhichB.whichC.that10.ParticipantshavetheProductivityAnalysisWorksheet.A.completingB.beencompletedC.completed11.Howmanyplayersdoesabaseballteam?A.consistofB.beresponsibleforC.setout12.Thisinvolvesthehigh-levelreasoningbehindyourintentionsfortheevent.A.identifyB.identifiedC.identifying13.Weshouldkeepinmindthefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.whatB.thatC.when14.Theinvestorshouldbeawareofthelimitationsofthefinancialstatementanalysistheannualreport.A.basedonB.basingonC.baseon15.Undernocircumstancetotellliestothepublic.A.thecompaniesareallowedB.arethecompaniesallowedC.thecompanieswillallow16.Themoreinformationyoucanget，inyourfield.A.themorecompetitivewillyoubeB.youwillbethemorecompetitiveC.themorecompetitiveyouwillbe17.Weitverymuchthatyou’vecometogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise18.Iwouldrathertwoweeksearlier.A.youshouldcomehereB.youcamehereC.youhadcomehere19.face-to-faceinterviews,questionnairesarecheaperforcollectingdatafromalargenumberofrespondents.A.ComparedtoB.ComparingC.Compare20.Ourcompanywillthecustomers’suggestions.A.respondB.respondingtoC.respondto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。Passage1Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestinga10 possiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehavior.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulinhelpingyousuccessfullytackleallkindsofdifficultsituationsinlife.Ifyoufollowthem,youareonyourwaytosucceedinginyourcareer.21.Whomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaintsat?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.22.Whenacustomershoutsrudelyatyou,youshould.A.arg1ebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means.A.Yourmouthisnotmoreimportantforyouthanyourears.B.Youshouldlistenmorethanyouspeak.C.Youshouldtalkmorethanyoulisten.24.Whendealingwithanangrycustomer,whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain,youneedn’tlistencarefully.B.Youneedn’tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.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。Passage2GoodCommunicationSkills-KeytoSuccessGoodcommunicationskillsarethekeytosuccessinlife,workandrelationships.Withouteffectivecommunication,amessagecanturnintoanerror,misunderstanding,frustration,orevendisasterbybeingmisinterpretedorpoorlydelivered.Thestepsforgoodcommunicationskills:1.Knowwhattosay.Understandclearlythepurposeandintentofyourmessage.2.Knowhowtosayit.Beginbymakingeyecontact,whichshowsconfidence.Thenpayattentiontoyourbodylanguage.3.Listen.Afteryou’vefinishedtalking,youshouldstop,listen,andlookforfeedbackandcluesofcomprehension.4.Reachunderstanding.Tocommunicatewellistounderstandandbeunderstood.Moretipsfordevelopinggoodcommunicationskills:1.Thebetteryouareabletoexpressyourself,thebetteryourabilitytocommunicate.2.Practiceyourlisteningskills.Beconsiderateofotherspeakersbywaitinguntiltheyaredonebeforestatingyourviews.3.Learntounderstandandappreciatedifferentviewsbybeingopen-minded.Itwillin10 turn,gainyoumorecooperationandunderstanding.4.Avoidtryingtocommunicatewheninanemotionalstate.Taketimetoconsideryourpositionthroughbeforespeaking.Whenyoutakethetimetodevelopgoodcommunicationskills,itmeansyouopenyourselfuptobetterrelationships,morecareeropportunities,andincreasedself-confidence.Moreover,youreachhigherlevelsofmutualunderstandingandcooperationwhilesuccessfullyattainingyourgoals.(T)26.Amessagemustbeunderstood,interpretedordeliveredcorrectlywithcommunication.(F)27.Whenyoutalkwithothersyoucanpaylittleattentiontoyourbodylanguage.(T)28.Thebetteryouareabletounderstandothers,thebetteryourabilitytocommunicate.(T)29.Beforestatingyouropinions,you’dbetterletthespeakerfinishhisorhertalkingfirst.(T)30.Don’targueordebatewithothersifyoufeelangryordispleased.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.Theyarewillingtounderstandtheirpartner’spositionfirstbeforetryingtogetunderstood.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.Themorefamiliarinterviewingfeelstoyou,thelessanxietyyouwillfeelwiththeprocess.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.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.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.Afewminuteslaterthedoctorcameoutofhisroomforthethirdtime.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.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.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。10
简介：2022年国家开放大学《管理英语（2）》形成性考核册参考资料《管理英语（2）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。作业1一、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.-Iwasworriedaboutmymath,butMr.WhitegavemeanA.-.A.That’saneasycourse.B.Congratulations!C.Mr.Whiteisverygood.2.-Hi,Helen,I’llhaveaninterviewtomorrow.I’mafraidIcan’tmakeit.-.A.Sure,youcan.Takeiteasy.B.I’msorrytohearthat.C.That’sallright.3.一ShouldIleaveearliertomorrowmorning?-.A.Yes,it’sbettertoleaveearliertoavoidthemorningtraffic.B.Yes,youwill.C.No,youwon’t.4.一Howdoyouthinkofthethemeofourevent?-.A.It’sprettygood.B.Ifeelsosorryaboutthat.C.I’dliketohavesometea.5.-.一Itwillbeheldonthe3rdfloorofShakiratonHotel.A.Whenwillyougiveaspeech?B.Doesyourspeechstillgoon?C.Whatistheaddressofyourspeech?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.Hewasalwaysinsharinghisenormousknowledge.A.generousB.generationC.generate7.Hisactionisalwayswithhiswords.A.constantB.continuousC.consistent8.-Canyougoskatingwithusthisafternoon?一Sorry，Ican’t.Itakecareofmylittlesisterathome.A.couldB.mayC.haveto9.-Whosetextbookisthis?-ItJohn’s.Ithashisnameonit.A.can’tbeB.mustbeC.mightbe10.I’mwritingtoapositionasacomputerengineerinyourcompany.A.thankforB.waitforC.applyfor10 11.Youcantrythesemethodstokeepyourinterviewanxietycontrol.A.underB.onC.with12.acompanyreallywantsisacandidatehastherightskills.A.What…thatB.That…whatC.That…that13.Thesetipsmayhelpyouavoidbademployeesforyourcompany.A.tohireB.hiringC.hire14.Writethetelephonenumberdownyouforget.A.oncaseB.incaseC.undercase15.Doeshisabsencetoyourwork?A.makeadifferenceB.takeallthecreditC.bringabout16.Americanyoungpeoplewouldratheradvicefromstrangers.A.getB.gettingC.got17.youpreparecrosstrainingplans,youneedtoconsiderboththecompanybenefitsandtheemployeebenefits.A.AlthoughB.EvenifC.As18.Thesuccessofoureventistothesponsor.A.relatedB.basedC.intended19.Yourlong-termsuccessineventplanningwillbebasedtheexperienceyouhad.A.toB.onC.of20.thefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.GetB.GettingC.Toget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。Passage1PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday,aftershowinghertoherdeskandintroducinghertocolleagues,thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor,andwishesherluck.Afterlunch,Elainesetsouttocontactthefamilies,worriedaboutwhatshe’lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine’s,andhasjustbeenhiredbyGooseneck.Onhisfirstday,helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers,anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers,andgetssomedirectinstructionfromthem.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein,beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou’regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.23.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn’tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.10 C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine’sandMark’sworkexperience.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。Passage2Hiringtherightemployeeisachallengingprocessforacompany.Abadhirenotjustwastesyourtimeandmoney,butalsoimpactstheteamspiritandcompanymorale.Agoodhire,however,paysyoubackinemployeeproductivity,successfulemploymentrelationship,andbusinesscultureenhancement.Herearecertainrulesthatyoucanusetoselecttherightemployee.Designaneffectiveadvertisement.Aclearlytargetedad.attractsqualifiedcandidatesanddiscouragesothers.Youcanmakeyourad.Moreeffectivewithapreciseandspecificjobdescription.Asktherightjobinterviewquestions.Thepurposeoftheinterviewistofindoutifthecandidateisastrongfittoyourbusiness.Byusingasequenceofparticularlydesignedquestions,youareabletogetatruepictureofyourpotentialemployee.Checkbackgroundsandreferences.Backgroundcheckinghelpsyoureducerisksandimprovetheoverallqualityofhire.Youneedtoverifythatallthepresentedcredentials,skills,andexperienceareactuallypossessedbyyourcandidate.(F)26.Hiringthewrongemployeeisexpensive,costlytoacompany,andtimeconsuming.(F)27.Acompanyhastospendalotofmoneyhiringarightemployee.(F)28.Anadvertisementwithacleartargetwillmakeallcandidateslosecourage.(T)29.Welldesignedinterviewquestionscanhelpyouknowmoreaboutthecandidates.(T)30.Workexperienceisoneoftheprimarythingsforanemployertoverifyinbackgroundchecking.四、翻译（共计20分，每小题4分）31-35题：选择正确的译文，并将答案序号骂在题前括号内。31.Atruefriendissomeonewhoreachesforyourhandandtouchesyourheart.A.一个真实的朋友就是能伸出他的手触碰你心灵的人。B.一个真实的朋友就是能伸出他的手理解你心灵的人。C.真正的朋友是一个可以援手帮助并感动你心扉的人。32.Theoldsaying“practicemakesperfect”appliestointerviewingtoo.A.古话“曲不离口”也适用于招聘。B.古话“熟能生巧”对面试准备也是适用的。C.在申请面试资格时我们常常用到古话“熟能生巧”。33.Wecan’tpossiblygettheworkdonebyOctober.A.十月份前我们不可能做完这项工作。B.十月份前我们不可能做这项工作。C.十月份后我们不可能做完这项工作。34.Theyhavedisagreementontheplanofcelebratingthefoundingofthecommunity.A.他们对公司的成立资金都有不同意见。10 B.他们对庆祝公司成立的方案有异议。C.他们为了庆祝公司成立的方案而争吵。35.Thisinvolvesidentifyingthehigh-levelreasoningbehindyourintentionsfortheevent.A.这也包含了此次活动的主要目的和意义。B.这些都是用来识别此次活动与其他不同活动的主要区别。C.这就包括了弄明白你举办此次活动目的背后的高层次的推理。作业2一、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.-Wouldyoumindfillingthequestionnaireforme?-.A.Noproblem.Justgivemeyourquestionnaire.B.SorryIcan’tgothere.C.Ireallyappreciatethat.2.-Canyoustayherelonger?-butIhavetobebacktomorrow.A.I’dloveto,B.No,thankyou,C.I’mafraidnot,3.-Whydoyoulookunhappy.What’sthematter?-.A.I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.B.I’mgladtohaveboughtthisradioatsuchaprice.C.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.4.-Goodmorning,SunshineCommunityCenter!MayIhelpyou?-.A.I’dliketobookoneairticket.B.I’mgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.5.一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn’twork.-.A.Oh,Idon’tknowwhat’swrongwithit.B.Sorry，I’11haveitcheckedoutatonce.C.OK,Isee.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.Youneedtothosequestionnairepapersforyourcompany.A.handoutB.handinC.handon7.Questionnairesarenotsuitablesomepeople.A.inB.forC.with8.Whereareyouusedtovegetables?A.buyB.boughtC.buying9.Customersrefusetofillingthequestionnairearenotpermittedtobuytheproduct.A.whatB.whichC.Who10.Themusiclikethesingingofabird.A.hearsB.listensC.sounds11.Ilikecookingformyfriendsinfreetime.A.meB.myC.mine12.You’dbetterhaveyourhairbeforegoingtoyourfriend’swedding.10 A.cuttingB.cutC.tocut13.Herarticleisinherclass.A.betterB.wellC.thebest14.Wefeelwiththeinconveniencetheservicecenterbroughtus.A.disappointedB.worriedC.surprised15.Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.A.argueB.affectC.assure16.Idon’tknow.Ijustarrivedheretwominutesago.A.what’sgoingonB.howisgoingonC.whoisgoingon17.Theysincelastnight.Theyareabouttofinishthework.A.arecleaningthesystemB.havebeencleaningthesystemC.hadcleanedthesystem18.I’mconfidentintheseaslongaswetheneedsofthecommunityresidentsandimproveourservicequality.A.keepaneyeonB.keepaneyeatC.keepeyeson19.Wehavetoourannualworkreporttothemanagernextweek.A.handinB.handoutC.handsup20.thefog,weshouldhavereachedtheannualmeetingsiteontime.A.BecauseofB.InspiteofC.Butfor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。Passage1Questionnairescanbeasimplewaytogettoknowyouraudience’sopinions.Thoughitiseasytowriteaquestionnaire,youneedalotofskillandexperiencetowriteagoodone.Luckily,gooddesignskillscanbelearnedinashorttime.KeepYourQuestionnaireSimpleandVisuallyAttractiveKeepyourquestionnaireshortandsimple.Ashortandsimplequestionnaireismorelikelytobecompletedandreturned.Itisalsoimportanttomakeyourquestionnaireasattractiveaspossible.Youshouldkeepthefollowingdesignelementsinmind:Text:Chooseafontstylethatiseasytoread,andmakesurethefontsizeislargeenoughforyourrespondentstoread.Paragraphs:Longparagraphscanbedauntingforreaders,sotrytokeepyourblocksoftexttoahandfuloflines.Whitespace:Ensurethatthereisspacebetweenquestionsandsectionsanddon’tmakemarginstoosmall.KeepQuestionsBriefandEasytoUnderstandBebriefanddirectwithyourquestions.Donotuseanyunnecessarywordsandphrases.Briefquestionsthatusesimplelanguageareeasytoreadandunderstand,sotheparticipantswon’tfinditdifficulttofillinthequestionnaire.MakeSureQuestionsAreIntheRightOrderYoushouldstartyourquestionnairewithgeneralquestionsandthenmovetospecificones.Trytoavoidjumpingbackandforthbetweengeneralandspecificquestions.UseOpen-EndedQuestionsProperlyOpen-endedquestionsmeanrespondentscananswerfreelyusingtheirownwords.Theycanprovidemoredetailedinformation,buttheytakemoretimeandefforttoanswerandcanbemoredifficulttoanalyze.Youshouldnotusetoomanyopen-endedquestionsinonequestionnaire.Inaword,takingthetimetodevelopawell-designedandparticipant“friendlyquestionnairewillgiveyouusefuldatathatcanhelpyoumaketherightdecisions.10 21.Thequestionnairecontainsfollowingelementsexcept？A.testB.paragraphC.address22.Inordertokeepyourquestionnairevisuallyattractive,youshould.A.choosedifferentfontstylesinaquestionnaireB.writelongparagraphsinsteadofshortonesC.leaveenoughspacebetweenquestionsandsections23.Youshouldstartyourquestionnairewithquestionsandthenmovetoones.A.general,specificB.specific,generalC.short,long24.Whatcouldbethebesttitleforthispassage?A.DesigninganEffectiveQuestionnaire.B.Questionnaireisthebestwaytocollectdatafrommanypeople.C.Questionnairebenefitsourlife.25.WhichofthefollowingstatementsisNOTtrue?A.Questionnairedesignskillscanbelearnedinashorttime.B.Open-endedquestionscannotprovidemoredetailedinformbetternotusetoomanyopen-endedquestionsinonequestionnaire.C.It’sworthtakingthetimetodevelopawell-designedandparticipant-friendlyquestionnaire.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。Passage2Anannualreportofacompanyprovidesinformationaboutitsbusinessperformanceforcertainpeople.Thesepeopleincludetheinvestors,potentialinvestorsandotherstakeholders.Fromthereport,peoplecanunderstandthecompany’sbusinessscope,recentsituationandfuturedevelopment.Themainpartsofanannualreportusuallyincludechairman’sletter,operationanalysisandfinancialstatements.·Chairman’sLetterUsually,anannualreportshouldcontainaletterfromthechairman.Thelettershouldprovidedetailsaboutthesuccessesandthechallengesofthepastyear.Itshouldalsoincludethefutureoutlookforthecompany.·OperationAnalysisTheoperationanalysisisanoverviewofthebusinessinthepastyear.Itusuallyincludesnewhiresandnewproductintroductions.Atthesametime,itwillintroducebusinessacquisitionsandotherimportantissues.·FinancialStatementsThefinancialstatementsareveryimportantforanannualreport.Peoplecanknowthecompany’sperformanceinthepastfromthestatements.Itusuallythreeaspects.Thefirstoneistheprofitandlossstatement.Thesecondoneisthebalancesheet.Andthethirdoneisthecashflowstatement.(T)26.Anannualreportofacompanyprovidessomeinformationaboutitsbusinessperformanceforcertainpeople.(F)27.Peoplecanknoweverythingofthecompanyfromtheannualreport.(T)28.Anannualreportusuallyincludeschairman’sletter,financialstatementsandoperationanalysis.(F)29.Achairman’slettershouldincludethestrategicdirectionmovingforward.(T)30.Thispassageismainlyaboutthemainpartsofanannualreport.四、翻译（共计20分，每小题4分）10 31-35题：选择正确的译文，并将答案序号写在题前括号内。31.Anewfoodmarketwillbebuiltinourcommunitynextmonth.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.Onthelastdayoftheoldyear,thereisafamilydinner.A.在老年人生命中的最后一段日子里，通常有一顿家庭餐。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.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.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.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.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.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.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’mterriblysorrythatI’vespilledsomecoffeeonthetable.-.A.Idon’tcare.B.Itdoesn’tmatter.C.Don’tbesorry．2.-Whatstartingsalarydoyouexpect?-.A.I’dliketostartonMondaynextweek.B.Iexpecttogetasalaryincrease.C.I’dliketostartat¥5,000amonth.3.-Anysuggestionsfortheproject?-.A.Ineedyouradviceonit.B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.－4.-Ourcompanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?-.A.Itdoesn’tmatterB.Byallmeans.C.Ihavenoidea.5.-Iamsorry.Nowwhatwerewetalkingabout?-.A.Nevermind.B.Idon’tremember,either.C.Youweresayingthatyouusedtobeateacher.二、词汇与结构（共计30分，每小题2分）10 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.Oneday,ourdreamswillreality.A.turnoutB.turnintoC.turnaway7.Hesayswhathethinksanddoeswhathewantstodo，otherpeople’sfeelings.A.accordingtoB.regardlessofC.becauseof8.Weshouldtakethedegreeaccountwhenwerecruitanewsecretary.A.withB.intoC.of9.Thecandidateshoulddressinamannerthatisappropriatetothepositionheisapplying.A.forwhichB.whichC.that10.ParticipantshavetheProductivityAnalysisWorksheet.A.completingB.beencompletedC.completed11.Howmanyplayersdoesabaseballteam?A.consistofB.beresponsibleforC.setout12.Thisinvolvesthehigh-levelreasoningbehindyourintentionsfortheevent.A.identifyB.identifiedC.identifying13.Weshouldkeepinmindthefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.whatB.thatC.when14.Theinvestorshouldbeawareofthelimitationsofthefinancialstatementanalysistheannualreport.A.basedonB.basingonC.baseon15.Undernocircumstancetotellliestothepublic.A.thecompaniesareallowedB.arethecompaniesallowedC.thecompanieswillallow16.Themoreinformationyoucanget，inyourfield.A.themorecompetitivewillyoubeB.youwillbethemorecompetitiveC.themorecompetitiveyouwillbe17.Weitverymuchthatyou’vecometogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise18.Iwouldrathertwoweeksearlier.A.youshouldcomehereB.youcamehereC.youhadcomehere19.face-to-faceinterviews,questionnairesarecheaperforcollectingdatafromalargenumberofrespondents.A.ComparedtoB.ComparingC.Compare20.Ourcompanywillthecustomers’suggestions.A.respondB.respondingtoC.respondto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。Passage1Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestinga10 possiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehavior.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulinhelpingyousuccessfullytackleallkindsofdifficultsituationsinlife.Ifyoufollowthem,youareonyourwaytosucceedinginyourcareer.21.Whomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaintsat?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.22.Whenacustomershoutsrudelyatyou,youshould.A.arg1ebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means.A.Yourmouthisnotmoreimportantforyouthanyourears.B.Youshouldlistenmorethanyouspeak.C.Youshouldtalkmorethanyoulisten.24.Whendealingwithanangrycustomer,whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain,youneedn’tlistencarefully.B.Youneedn’tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.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。Passage2GoodCommunicationSkills-KeytoSuccessGoodcommunicationskillsarethekeytosuccessinlife,workandrelationships.Withouteffectivecommunication,amessagecanturnintoanerror,misunderstanding,frustration,orevendisasterbybeingmisinterpretedorpoorlydelivered.Thestepsforgoodcommunicationskills:1.Knowwhattosay.Understandclearlythepurposeandintentofyourmessage.2.Knowhowtosayit.Beginbymakingeyecontact,whichshowsconfidence.Thenpayattentiontoyourbodylanguage.3.Listen.Afteryou’vefinishedtalking,youshouldstop,listen,andlookforfeedbackandcluesofcomprehension.4.Reachunderstanding.Tocommunicatewellistounderstandandbeunderstood.Moretipsfordevelopinggoodcommunicationskills:1.Thebetteryouareabletoexpressyourself,thebetteryourabilitytocommunicate.2.Practiceyourlisteningskills.Beconsiderateofotherspeakersbywaitinguntiltheyaredonebeforestatingyourviews.3.Learntounderstandandappreciatedifferentviewsbybeingopen-minded.Itwillin10 turn,gainyoumorecooperationandunderstanding.4.Avoidtryingtocommunicatewheninanemotionalstate.Taketimetoconsideryourpositionthroughbeforespeaking.Whenyoutakethetimetodevelopgoodcommunicationskills,itmeansyouopenyourselfuptobetterrelationships,morecareeropportunities,andincreasedself-confidence.Moreover,youreachhigherlevelsofmutualunderstandingandcooperationwhilesuccessfullyattainingyourgoals.(T)26.Amessagemustbeunderstood,interpretedordeliveredcorrectlywithcommunication.(F)27.Whenyoutalkwithothersyoucanpaylittleattentiontoyourbodylanguage.(T)28.Thebetteryouareabletounderstandothers,thebetteryourabilitytocommunicate.(T)29.Beforestatingyouropinions,you’dbetterletthespeakerfinishhisorhertalkingfirst.(T)30.Don’targueordebatewithothersifyoufeelangryordispleased.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.Theyarewillingtounderstandtheirpartner’spositionfirstbeforetryingtogetunderstood.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.Themorefamiliarinterviewingfeelstoyou,thelessanxietyyouwillfeelwiththeprocess.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.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.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.Afewminuteslaterthedoctorcameoutofhisroomforthethirdtime.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.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.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。10
简介：2022年国家开放大学《管理英语（2）》形成性考核册参考资料《管理英语（2）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。作业1一、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.-Iwasworriedaboutmymath,butMr.WhitegavemeanA.-.A.That’saneasycourse.B.Congratulations!C.Mr.Whiteisverygood.2.-Hi,Helen,I’llhaveaninterviewtomorrow.I’mafraidIcan’tmakeit.-.A.Sure,youcan.Takeiteasy.B.I’msorrytohearthat.C.That’sallright.3.一ShouldIleaveearliertomorrowmorning?-.A.Yes,it’sbettertoleaveearliertoavoidthemorningtraffic.B.Yes,youwill.C.No,youwon’t.4.一Howdoyouthinkofthethemeofourevent?-.A.It’sprettygood.B.Ifeelsosorryaboutthat.C.I’dliketohavesometea.5.-.一Itwillbeheldonthe3rdfloorofShakiratonHotel.A.Whenwillyougiveaspeech?B.Doesyourspeechstillgoon?C.Whatistheaddressofyourspeech?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.Hewasalwaysinsharinghisenormousknowledge.A.generousB.generationC.generate7.Hisactionisalwayswithhiswords.A.constantB.continuousC.consistent8.-Canyougoskatingwithusthisafternoon?一Sorry，Ican’t.Itakecareofmylittlesisterathome.A.couldB.mayC.haveto9.-Whosetextbookisthis?-ItJohn’s.Ithashisnameonit.A.can’tbeB.mustbeC.mightbe10.I’mwritingtoapositionasacomputerengineerinyourcompany.A.thankforB.waitforC.applyfor10 11.Youcantrythesemethodstokeepyourinterviewanxietycontrol.A.underB.onC.with12.acompanyreallywantsisacandidatehastherightskills.A.What…thatB.That…whatC.That…that13.Thesetipsmayhelpyouavoidbademployeesforyourcompany.A.tohireB.hiringC.hire14.Writethetelephonenumberdownyouforget.A.oncaseB.incaseC.undercase15.Doeshisabsencetoyourwork?A.makeadifferenceB.takeallthecreditC.bringabout16.Americanyoungpeoplewouldratheradvicefromstrangers.A.getB.gettingC.got17.youpreparecrosstrainingplans,youneedtoconsiderboththecompanybenefitsandtheemployeebenefits.A.AlthoughB.EvenifC.As18.Thesuccessofoureventistothesponsor.A.relatedB.basedC.intended19.Yourlong-termsuccessineventplanningwillbebasedtheexperienceyouhad.A.toB.onC.of20.thefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.GetB.GettingC.Toget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。Passage1PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday,aftershowinghertoherdeskandintroducinghertocolleagues,thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor,andwishesherluck.Afterlunch,Elainesetsouttocontactthefamilies,worriedaboutwhatshe’lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine’s,andhasjustbeenhiredbyGooseneck.Onhisfirstday,helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers,anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers,andgetssomedirectinstructionfromthem.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein,beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou’regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.23.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn’tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.10 C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine’sandMark’sworkexperience.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。Passage2Hiringtherightemployeeisachallengingprocessforacompany.Abadhirenotjustwastesyourtimeandmoney,butalsoimpactstheteamspiritandcompanymorale.Agoodhire,however,paysyoubackinemployeeproductivity,successfulemploymentrelationship,andbusinesscultureenhancement.Herearecertainrulesthatyoucanusetoselecttherightemployee.Designaneffectiveadvertisement.Aclearlytargetedad.attractsqualifiedcandidatesanddiscouragesothers.Youcanmakeyourad.Moreeffectivewithapreciseandspecificjobdescription.Asktherightjobinterviewquestions.Thepurposeoftheinterviewistofindoutifthecandidateisastrongfittoyourbusiness.Byusingasequenceofparticularlydesignedquestions,youareabletogetatruepictureofyourpotentialemployee.Checkbackgroundsandreferences.Backgroundcheckinghelpsyoureducerisksandimprovetheoverallqualityofhire.Youneedtoverifythatallthepresentedcredentials,skills,andexperienceareactuallypossessedbyyourcandidate.(F)26.Hiringthewrongemployeeisexpensive,costlytoacompany,andtimeconsuming.(F)27.Acompanyhastospendalotofmoneyhiringarightemployee.(F)28.Anadvertisementwithacleartargetwillmakeallcandidateslosecourage.(T)29.Welldesignedinterviewquestionscanhelpyouknowmoreaboutthecandidates.(T)30.Workexperienceisoneoftheprimarythingsforanemployertoverifyinbackgroundchecking.四、翻译（共计20分，每小题4分）31-35题：选择正确的译文，并将答案序号骂在题前括号内。31.Atruefriendissomeonewhoreachesforyourhandandtouchesyourheart.A.一个真实的朋友就是能伸出他的手触碰你心灵的人。B.一个真实的朋友就是能伸出他的手理解你心灵的人。C.真正的朋友是一个可以援手帮助并感动你心扉的人。32.Theoldsaying“practicemakesperfect”appliestointerviewingtoo.A.古话“曲不离口”也适用于招聘。B.古话“熟能生巧”对面试准备也是适用的。C.在申请面试资格时我们常常用到古话“熟能生巧”。33.Wecan’tpossiblygettheworkdonebyOctober.A.十月份前我们不可能做完这项工作。B.十月份前我们不可能做这项工作。C.十月份后我们不可能做完这项工作。34.Theyhavedisagreementontheplanofcelebratingthefoundingofthecommunity.A.他们对公司的成立资金都有不同意见。10 B.他们对庆祝公司成立的方案有异议。C.他们为了庆祝公司成立的方案而争吵。35.Thisinvolvesidentifyingthehigh-levelreasoningbehindyourintentionsfortheevent.A.这也包含了此次活动的主要目的和意义。B.这些都是用来识别此次活动与其他不同活动的主要区别。C.这就包括了弄明白你举办此次活动目的背后的高层次的推理。作业2一、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.-Wouldyoumindfillingthequestionnaireforme?-.A.Noproblem.Justgivemeyourquestionnaire.B.SorryIcan’tgothere.C.Ireallyappreciatethat.2.-Canyoustayherelonger?-butIhavetobebacktomorrow.A.I’dloveto,B.No,thankyou,C.I’mafraidnot,3.-Whydoyoulookunhappy.What’sthematter?-.A.I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.B.I’mgladtohaveboughtthisradioatsuchaprice.C.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.4.-Goodmorning,SunshineCommunityCenter!MayIhelpyou?-.A.I’dliketobookoneairticket.B.I’mgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.5.一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn’twork.-.A.Oh,Idon’tknowwhat’swrongwithit.B.Sorry，I’11haveitcheckedoutatonce.C.OK,Isee.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.Youneedtothosequestionnairepapersforyourcompany.A.handoutB.handinC.handon7.Questionnairesarenotsuitablesomepeople.A.inB.forC.with8.Whereareyouusedtovegetables?A.buyB.boughtC.buying9.Customersrefusetofillingthequestionnairearenotpermittedtobuytheproduct.A.whatB.whichC.Who10.Themusiclikethesingingofabird.A.hearsB.listensC.sounds11.Ilikecookingformyfriendsinfreetime.A.meB.myC.mine12.You’dbetterhaveyourhairbeforegoingtoyourfriend’swedding.10 A.cuttingB.cutC.tocut13.Herarticleisinherclass.A.betterB.wellC.thebest14.Wefeelwiththeinconveniencetheservicecenterbroughtus.A.disappointedB.worriedC.surprised15.Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.A.argueB.affectC.assure16.Idon’tknow.Ijustarrivedheretwominutesago.A.what’sgoingonB.howisgoingonC.whoisgoingon17.Theysincelastnight.Theyareabouttofinishthework.A.arecleaningthesystemB.havebeencleaningthesystemC.hadcleanedthesystem18.I’mconfidentintheseaslongaswetheneedsofthecommunityresidentsandimproveourservicequality.A.keepaneyeonB.keepaneyeatC.keepeyeson19.Wehavetoourannualworkreporttothemanagernextweek.A.handinB.handoutC.handsup20.thefog,weshouldhavereachedtheannualmeetingsiteontime.A.BecauseofB.InspiteofC.Butfor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。Passage1Questionnairescanbeasimplewaytogettoknowyouraudience’sopinions.Thoughitiseasytowriteaquestionnaire,youneedalotofskillandexperiencetowriteagoodone.Luckily,gooddesignskillscanbelearnedinashorttime.KeepYourQuestionnaireSimpleandVisuallyAttractiveKeepyourquestionnaireshortandsimple.Ashortandsimplequestionnaireismorelikelytobecompletedandreturned.Itisalsoimportanttomakeyourquestionnaireasattractiveaspossible.Youshouldkeepthefollowingdesignelementsinmind:Text:Chooseafontstylethatiseasytoread,andmakesurethefontsizeislargeenoughforyourrespondentstoread.Paragraphs:Longparagraphscanbedauntingforreaders,sotrytokeepyourblocksoftexttoahandfuloflines.Whitespace:Ensurethatthereisspacebetweenquestionsandsectionsanddon’tmakemarginstoosmall.KeepQuestionsBriefandEasytoUnderstandBebriefanddirectwithyourquestions.Donotuseanyunnecessarywordsandphrases.Briefquestionsthatusesimplelanguageareeasytoreadandunderstand,sotheparticipantswon’tfinditdifficulttofillinthequestionnaire.MakeSureQuestionsAreIntheRightOrderYoushouldstartyourquestionnairewithgeneralquestionsandthenmovetospecificones.Trytoavoidjumpingbackandforthbetweengeneralandspecificquestions.UseOpen-EndedQuestionsProperlyOpen-endedquestionsmeanrespondentscananswerfreelyusingtheirownwords.Theycanprovidemoredetailedinformation,buttheytakemoretimeandefforttoanswerandcanbemoredifficulttoanalyze.Youshouldnotusetoomanyopen-endedquestionsinonequestionnaire.Inaword,takingthetimetodevelopawell-designedandparticipant“friendlyquestionnairewillgiveyouusefuldatathatcanhelpyoumaketherightdecisions.10 21.Thequestionnairecontainsfollowingelementsexcept？A.testB.paragraphC.address22.Inordertokeepyourquestionnairevisuallyattractive,youshould.A.choosedifferentfontstylesinaquestionnaireB.writelongparagraphsinsteadofshortonesC.leaveenoughspacebetweenquestionsandsections23.Youshouldstartyourquestionnairewithquestionsandthenmovetoones.A.general,specificB.specific,generalC.short,long24.Whatcouldbethebesttitleforthispassage?A.DesigninganEffectiveQuestionnaire.B.Questionnaireisthebestwaytocollectdatafrommanypeople.C.Questionnairebenefitsourlife.25.WhichofthefollowingstatementsisNOTtrue?A.Questionnairedesignskillscanbelearnedinashorttime.B.Open-endedquestionscannotprovidemoredetailedinformbetternotusetoomanyopen-endedquestionsinonequestionnaire.C.It’sworthtakingthetimetodevelopawell-designedandparticipant-friendlyquestionnaire.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。Passage2Anannualreportofacompanyprovidesinformationaboutitsbusinessperformanceforcertainpeople.Thesepeopleincludetheinvestors,potentialinvestorsandotherstakeholders.Fromthereport,peoplecanunderstandthecompany’sbusinessscope,recentsituationandfuturedevelopment.Themainpartsofanannualreportusuallyincludechairman’sletter,operationanalysisandfinancialstatements.·Chairman’sLetterUsually,anannualreportshouldcontainaletterfromthechairman.Thelettershouldprovidedetailsaboutthesuccessesandthechallengesofthepastyear.Itshouldalsoincludethefutureoutlookforthecompany.·OperationAnalysisTheoperationanalysisisanoverviewofthebusinessinthepastyear.Itusuallyincludesnewhiresandnewproductintroductions.Atthesametime,itwillintroducebusinessacquisitionsandotherimportantissues.·FinancialStatementsThefinancialstatementsareveryimportantforanannualreport.Peoplecanknowthecompany’sperformanceinthepastfromthestatements.Itusuallythreeaspects.Thefirstoneistheprofitandlossstatement.Thesecondoneisthebalancesheet.Andthethirdoneisthecashflowstatement.(T)26.Anannualreportofacompanyprovidessomeinformationaboutitsbusinessperformanceforcertainpeople.(F)27.Peoplecanknoweverythingofthecompanyfromtheannualreport.(T)28.Anannualreportusuallyincludeschairman’sletter,financialstatementsandoperationanalysis.(F)29.Achairman’slettershouldincludethestrategicdirectionmovingforward.(T)30.Thispassageismainlyaboutthemainpartsofanannualreport.四、翻译（共计20分，每小题4分）10 31-35题：选择正确的译文，并将答案序号写在题前括号内。31.Anewfoodmarketwillbebuiltinourcommunitynextmonth.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.Onthelastdayoftheoldyear,thereisafamilydinner.A.在老年人生命中的最后一段日子里，通常有一顿家庭餐。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.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.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.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.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.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.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’mterriblysorrythatI’vespilledsomecoffeeonthetable.-.A.Idon’tcare.B.Itdoesn’tmatter.C.Don’tbesorry．2.-Whatstartingsalarydoyouexpect?-.A.I’dliketostartonMondaynextweek.B.Iexpecttogetasalaryincrease.C.I’dliketostartat¥5,000amonth.3.-Anysuggestionsfortheproject?-.A.Ineedyouradviceonit.B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.－4.-Ourcompanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?-.A.Itdoesn’tmatterB.Byallmeans.C.Ihavenoidea.5.-Iamsorry.Nowwhatwerewetalkingabout?-.A.Nevermind.B.Idon’tremember,either.C.Youweresayingthatyouusedtobeateacher.二、词汇与结构（共计30分，每小题2分）10 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.Oneday,ourdreamswillreality.A.turnoutB.turnintoC.turnaway7.Hesayswhathethinksanddoeswhathewantstodo，otherpeople’sfeelings.A.accordingtoB.regardlessofC.becauseof8.Weshouldtakethedegreeaccountwhenwerecruitanewsecretary.A.withB.intoC.of9.Thecandidateshoulddressinamannerthatisappropriatetothepositionheisapplying.A.forwhichB.whichC.that10.ParticipantshavetheProductivityAnalysisWorksheet.A.completingB.beencompletedC.completed11.Howmanyplayersdoesabaseballteam?A.consistofB.beresponsibleforC.setout12.Thisinvolvesthehigh-levelreasoningbehindyourintentionsfortheevent.A.identifyB.identifiedC.identifying13.Weshouldkeepinmindthefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.whatB.thatC.when14.Theinvestorshouldbeawareofthelimitationsofthefinancialstatementanalysistheannualreport.A.basedonB.basingonC.baseon15.Undernocircumstancetotellliestothepublic.A.thecompaniesareallowedB.arethecompaniesallowedC.thecompanieswillallow16.Themoreinformationyoucanget，inyourfield.A.themorecompetitivewillyoubeB.youwillbethemorecompetitiveC.themorecompetitiveyouwillbe17.Weitverymuchthatyou’vecometogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise18.Iwouldrathertwoweeksearlier.A.youshouldcomehereB.youcamehereC.youhadcomehere19.face-to-faceinterviews,questionnairesarecheaperforcollectingdatafromalargenumberofrespondents.A.ComparedtoB.ComparingC.Compare20.Ourcompanywillthecustomers’suggestions.A.respondB.respondingtoC.respondto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。Passage1Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestinga10 possiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehavior.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulinhelpingyousuccessfullytackleallkindsofdifficultsituationsinlife.Ifyoufollowthem,youareonyourwaytosucceedinginyourcareer.21.Whomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaintsat?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.22.Whenacustomershoutsrudelyatyou,youshould.A.arg1ebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means.A.Yourmouthisnotmoreimportantforyouthanyourears.B.Youshouldlistenmorethanyouspeak.C.Youshouldtalkmorethanyoulisten.24.Whendealingwithanangrycustomer,whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain,youneedn’tlistencarefully.B.Youneedn’tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.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。Passage2GoodCommunicationSkills-KeytoSuccessGoodcommunicationskillsarethekeytosuccessinlife,workandrelationships.Withouteffectivecommunication,amessagecanturnintoanerror,misunderstanding,frustration,orevendisasterbybeingmisinterpretedorpoorlydelivered.Thestepsforgoodcommunicationskills:1.Knowwhattosay.Understandclearlythepurposeandintentofyourmessage.2.Knowhowtosayit.Beginbymakingeyecontact,whichshowsconfidence.Thenpayattentiontoyourbodylanguage.3.Listen.Afteryou’vefinishedtalking,youshouldstop,listen,andlookforfeedbackandcluesofcomprehension.4.Reachunderstanding.Tocommunicatewellistounderstandandbeunderstood.Moretipsfordevelopinggoodcommunicationskills:1.Thebetteryouareabletoexpressyourself,thebetteryourabilitytocommunicate.2.Practiceyourlisteningskills.Beconsiderateofotherspeakersbywaitinguntiltheyaredonebeforestatingyourviews.3.Learntounderstandandappreciatedifferentviewsbybeingopen-minded.Itwillin10 turn,gainyoumorecooperationandunderstanding.4.Avoidtryingtocommunicatewheninanemotionalstate.Taketimetoconsideryourpositionthroughbeforespeaking.Whenyoutakethetimetodevelopgoodcommunicationskills,itmeansyouopenyourselfuptobetterrelationships,morecareeropportunities,andincreasedself-confidence.Moreover,youreachhigherlevelsofmutualunderstandingandcooperationwhilesuccessfullyattainingyourgoals.(T)26.Amessagemustbeunderstood,interpretedordeliveredcorrectlywithcommunication.(F)27.Whenyoutalkwithothersyoucanpaylittleattentiontoyourbodylanguage.(T)28.Thebetteryouareabletounderstandothers,thebetteryourabilitytocommunicate.(T)29.Beforestatingyouropinions,you’dbetterletthespeakerfinishhisorhertalkingfirst.(T)30.Don’targueordebatewithothersifyoufeelangryordispleased.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.Theyarewillingtounderstandtheirpartner’spositionfirstbeforetryingtogetunderstood.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.Themorefamiliarinterviewingfeelstoyou,thelessanxietyyouwillfeelwiththeprocess.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.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.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.Afewminuteslaterthedoctorcameoutofhisroomforthethirdtime.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.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.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。10
简介：2022年国家开放大学《管理英语（2）》形成性考核册参考资料《管理英语（2）》是国家开放大学2017年春季新开的课程之一，对国家开放大学的管理专业学生进行统一考试。该资料对学生完成学习任务起着一定的辅助作用。本文库还有国家开放大学其他课程的参考资料，可以参考。作业1一、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.-Iwasworriedaboutmymath,butMr.WhitegavemeanA.-.A.That’saneasycourse.B.Congratulations!C.Mr.Whiteisverygood.2.-Hi,Helen,I’llhaveaninterviewtomorrow.I’mafraidIcan’tmakeit.-.A.Sure,youcan.Takeiteasy.B.I’msorrytohearthat.C.That’sallright.3.一ShouldIleaveearliertomorrowmorning?-.A.Yes,it’sbettertoleaveearliertoavoidthemorningtraffic.B.Yes,youwill.C.No,youwon’t.4.一Howdoyouthinkofthethemeofourevent?-.A.It’sprettygood.B.Ifeelsosorryaboutthat.C.I’dliketohavesometea.5.-.一Itwillbeheldonthe3rdfloorofShakiratonHotel.A.Whenwillyougiveaspeech?B.Doesyourspeechstillgoon?C.Whatistheaddressofyourspeech?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.Hewasalwaysinsharinghisenormousknowledge.A.generousB.generationC.generate7.Hisactionisalwayswithhiswords.A.constantB.continuousC.consistent8.-Canyougoskatingwithusthisafternoon?一Sorry，Ican’t.Itakecareofmylittlesisterathome.A.couldB.mayC.haveto9.-Whosetextbookisthis?-ItJohn’s.Ithashisnameonit.A.can’tbeB.mustbeC.mightbe10.I’mwritingtoapositionasacomputerengineerinyourcompany.A.thankforB.waitforC.applyfor10 11.Youcantrythesemethodstokeepyourinterviewanxietycontrol.A.underB.onC.with12.acompanyreallywantsisacandidatehastherightskills.A.What…thatB.That…whatC.That…that13.Thesetipsmayhelpyouavoidbademployeesforyourcompany.A.tohireB.hiringC.hire14.Writethetelephonenumberdownyouforget.A.oncaseB.incaseC.undercase15.Doeshisabsencetoyourwork?A.makeadifferenceB.takeallthecreditC.bringabout16.Americanyoungpeoplewouldratheradvicefromstrangers.A.getB.gettingC.got17.youpreparecrosstrainingplans,youneedtoconsiderboththecompanybenefitsandtheemployeebenefits.A.AlthoughB.EvenifC.As18.Thesuccessofoureventistothesponsor.A.relatedB.basedC.intended19.Yourlong-termsuccessineventplanningwillbebasedtheexperienceyouhad.A.toB.onC.of20.thefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.GetB.GettingC.Toget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。Passage1PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday,aftershowinghertoherdeskandintroducinghertocolleagues,thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor,andwishesherluck.Afterlunch,Elainesetsouttocontactthefamilies,worriedaboutwhatshe’lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine’s,andhasjustbeenhiredbyGooseneck.Onhisfirstday,helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers,anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers,andgetssomedirectinstructionfromthem.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein,beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou’regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.23.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn’tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.10 C.Markknowshistrainingcomestoanend.24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine’sandMark’sworkexperience.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。Passage2Hiringtherightemployeeisachallengingprocessforacompany.Abadhirenotjustwastesyourtimeandmoney,butalsoimpactstheteamspiritandcompanymorale.Agoodhire,however,paysyoubackinemployeeproductivity,successfulemploymentrelationship,andbusinesscultureenhancement.Herearecertainrulesthatyoucanusetoselecttherightemployee.Designaneffectiveadvertisement.Aclearlytargetedad.attractsqualifiedcandidatesanddiscouragesothers.Youcanmakeyourad.Moreeffectivewithapreciseandspecificjobdescription.Asktherightjobinterviewquestions.Thepurposeoftheinterviewistofindoutifthecandidateisastrongfittoyourbusiness.Byusingasequenceofparticularlydesignedquestions,youareabletogetatruepictureofyourpotentialemployee.Checkbackgroundsandreferences.Backgroundcheckinghelpsyoureducerisksandimprovetheoverallqualityofhire.Youneedtoverifythatallthepresentedcredentials,skills,andexperienceareactuallypossessedbyyourcandidate.(F)26.Hiringthewrongemployeeisexpensive,costlytoacompany,andtimeconsuming.(F)27.Acompanyhastospendalotofmoneyhiringarightemployee.(F)28.Anadvertisementwithacleartargetwillmakeallcandidateslosecourage.(T)29.Welldesignedinterviewquestionscanhelpyouknowmoreaboutthecandidates.(T)30.Workexperienceisoneoftheprimarythingsforanemployertoverifyinbackgroundchecking.四、翻译（共计20分，每小题4分）31-35题：选择正确的译文，并将答案序号骂在题前括号内。31.Atruefriendissomeonewhoreachesforyourhandandtouchesyourheart.A.一个真实的朋友就是能伸出他的手触碰你心灵的人。B.一个真实的朋友就是能伸出他的手理解你心灵的人。C.真正的朋友是一个可以援手帮助并感动你心扉的人。32.Theoldsaying“practicemakesperfect”appliestointerviewingtoo.A.古话“曲不离口”也适用于招聘。B.古话“熟能生巧”对面试准备也是适用的。C.在申请面试资格时我们常常用到古话“熟能生巧”。33.Wecan’tpossiblygettheworkdonebyOctober.A.十月份前我们不可能做完这项工作。B.十月份前我们不可能做这项工作。C.十月份后我们不可能做完这项工作。34.Theyhavedisagreementontheplanofcelebratingthefoundingofthecommunity.A.他们对公司的成立资金都有不同意见。10 B.他们对庆祝公司成立的方案有异议。C.他们为了庆祝公司成立的方案而争吵。35.Thisinvolvesidentifyingthehigh-levelreasoningbehindyourintentionsfortheevent.A.这也包含了此次活动的主要目的和意义。B.这些都是用来识别此次活动与其他不同活动的主要区别。C.这就包括了弄明白你举办此次活动目的背后的高层次的推理。作业2一、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.-Wouldyoumindfillingthequestionnaireforme?-.A.Noproblem.Justgivemeyourquestionnaire.B.SorryIcan’tgothere.C.Ireallyappreciatethat.2.-Canyoustayherelonger?-butIhavetobebacktomorrow.A.I’dloveto,B.No,thankyou,C.I’mafraidnot,3.-Whydoyoulookunhappy.What’sthematter?-.A.I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.B.I’mgladtohaveboughtthisradioatsuchaprice.C.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.4.-Goodmorning,SunshineCommunityCenter!MayIhelpyou?-.A.I’dliketobookoneairticket.B.I’mgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.5.一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn’twork.-.A.Oh,Idon’tknowwhat’swrongwithit.B.Sorry，I’11haveitcheckedoutatonce.C.OK,Isee.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.Youneedtothosequestionnairepapersforyourcompany.A.handoutB.handinC.handon7.Questionnairesarenotsuitablesomepeople.A.inB.forC.with8.Whereareyouusedtovegetables?A.buyB.boughtC.buying9.Customersrefusetofillingthequestionnairearenotpermittedtobuytheproduct.A.whatB.whichC.Who10.Themusiclikethesingingofabird.A.hearsB.listensC.sounds11.Ilikecookingformyfriendsinfreetime.A.meB.myC.mine12.You’dbetterhaveyourhairbeforegoingtoyourfriend’swedding.10 A.cuttingB.cutC.tocut13.Herarticleisinherclass.A.betterB.wellC.thebest14.Wefeelwiththeinconveniencetheservicecenterbroughtus.A.disappointedB.worriedC.surprised15.Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.A.argueB.affectC.assure16.Idon’tknow.Ijustarrivedheretwominutesago.A.what’sgoingonB.howisgoingonC.whoisgoingon17.Theysincelastnight.Theyareabouttofinishthework.A.arecleaningthesystemB.havebeencleaningthesystemC.hadcleanedthesystem18.I’mconfidentintheseaslongaswetheneedsofthecommunityresidentsandimproveourservicequality.A.keepaneyeonB.keepaneyeatC.keepeyeson19.Wehavetoourannualworkreporttothemanagernextweek.A.handinB.handoutC.handsup20.thefog,weshouldhavereachedtheannualmeetingsiteontime.A.BecauseofB.InspiteofC.Butfor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。Passage1Questionnairescanbeasimplewaytogettoknowyouraudience’sopinions.Thoughitiseasytowriteaquestionnaire,youneedalotofskillandexperiencetowriteagoodone.Luckily,gooddesignskillscanbelearnedinashorttime.KeepYourQuestionnaireSimpleandVisuallyAttractiveKeepyourquestionnaireshortandsimple.Ashortandsimplequestionnaireismorelikelytobecompletedandreturned.Itisalsoimportanttomakeyourquestionnaireasattractiveaspossible.Youshouldkeepthefollowingdesignelementsinmind:Text:Chooseafontstylethatiseasytoread,andmakesurethefontsizeislargeenoughforyourrespondentstoread.Paragraphs:Longparagraphscanbedauntingforreaders,sotrytokeepyourblocksoftexttoahandfuloflines.Whitespace:Ensurethatthereisspacebetweenquestionsandsectionsanddon’tmakemarginstoosmall.KeepQuestionsBriefandEasytoUnderstandBebriefanddirectwithyourquestions.Donotuseanyunnecessarywordsandphrases.Briefquestionsthatusesimplelanguageareeasytoreadandunderstand,sotheparticipantswon’tfinditdifficulttofillinthequestionnaire.MakeSureQuestionsAreIntheRightOrderYoushouldstartyourquestionnairewithgeneralquestionsandthenmovetospecificones.Trytoavoidjumpingbackandforthbetweengeneralandspecificquestions.UseOpen-EndedQuestionsProperlyOpen-endedquestionsmeanrespondentscananswerfreelyusingtheirownwords.Theycanprovidemoredetailedinformation,buttheytakemoretimeandefforttoanswerandcanbemoredifficulttoanalyze.Youshouldnotusetoomanyopen-endedquestionsinonequestionnaire.Inaword,takingthetimetodevelopawell-designedandparticipant“friendlyquestionnairewillgiveyouusefuldatathatcanhelpyoumaketherightdecisions.10 21.Thequestionnairecontainsfollowingelementsexcept？A.testB.paragraphC.address22.Inordertokeepyourquestionnairevisuallyattractive,youshould.A.choosedifferentfontstylesinaquestionnaireB.writelongparagraphsinsteadofshortonesC.leaveenoughspacebetweenquestionsandsections23.Youshouldstartyourquestionnairewithquestionsandthenmovetoones.A.general,specificB.specific,generalC.short,long24.Whatcouldbethebesttitleforthispassage?A.DesigninganEffectiveQuestionnaire.B.Questionnaireisthebestwaytocollectdatafrommanypeople.C.Questionnairebenefitsourlife.25.WhichofthefollowingstatementsisNOTtrue?A.Questionnairedesignskillscanbelearnedinashorttime.B.Open-endedquestionscannotprovidemoredetailedinformbetternotusetoomanyopen-endedquestionsinonequestionnaire.C.It’sworthtakingthetimetodevelopawell-designedandparticipant-friendlyquestionnaire.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。Passage2Anannualreportofacompanyprovidesinformationaboutitsbusinessperformanceforcertainpeople.Thesepeopleincludetheinvestors,potentialinvestorsandotherstakeholders.Fromthereport,peoplecanunderstandthecompany’sbusinessscope,recentsituationandfuturedevelopment.Themainpartsofanannualreportusuallyincludechairman’sletter,operationanalysisandfinancialstatements.·Chairman’sLetterUsually,anannualreportshouldcontainaletterfromthechairman.Thelettershouldprovidedetailsaboutthesuccessesandthechallengesofthepastyear.Itshouldalsoincludethefutureoutlookforthecompany.·OperationAnalysisTheoperationanalysisisanoverviewofthebusinessinthepastyear.Itusuallyincludesnewhiresandnewproductintroductions.Atthesametime,itwillintroducebusinessacquisitionsandotherimportantissues.·FinancialStatementsThefinancialstatementsareveryimportantforanannualreport.Peoplecanknowthecompany’sperformanceinthepastfromthestatements.Itusuallythreeaspects.Thefirstoneistheprofitandlossstatement.Thesecondoneisthebalancesheet.Andthethirdoneisthecashflowstatement.(T)26.Anannualreportofacompanyprovidessomeinformationaboutitsbusinessperformanceforcertainpeople.(F)27.Peoplecanknoweverythingofthecompanyfromtheannualreport.(T)28.Anannualreportusuallyincludeschairman’sletter,financialstatementsandoperationanalysis.(F)29.Achairman’slettershouldincludethestrategicdirectionmovingforward.(T)30.Thispassageismainlyaboutthemainpartsofanannualreport.四、翻译（共计20分，每小题4分）10 31-35题：选择正确的译文，并将答案序号写在题前括号内。31.Anewfoodmarketwillbebuiltinourcommunitynextmonth.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.Onthelastdayoftheoldyear,thereisafamilydinner.A.在老年人生命中的最后一段日子里，通常有一顿家庭餐。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.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.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.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.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.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.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’mterriblysorrythatI’vespilledsomecoffeeonthetable.-.A.Idon’tcare.B.Itdoesn’tmatter.C.Don’tbesorry．2.-Whatstartingsalarydoyouexpect?-.A.I’dliketostartonMondaynextweek.B.Iexpecttogetasalaryincrease.C.I’dliketostartat¥5,000amonth.3.-Anysuggestionsfortheproject?-.A.Ineedyouradviceonit.B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.－4.-Ourcompanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?-.A.Itdoesn’tmatterB.Byallmeans.C.Ihavenoidea.5.-Iamsorry.Nowwhatwerewetalkingabout?-.A.Nevermind.B.Idon’tremember,either.C.Youweresayingthatyouusedtobeateacher.二、词汇与结构（共计30分，每小题2分）10 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.Oneday,ourdreamswillreality.A.turnoutB.turnintoC.turnaway7.Hesayswhathethinksanddoeswhathewantstodo，otherpeople’sfeelings.A.accordingtoB.regardlessofC.becauseof8.Weshouldtakethedegreeaccountwhenwerecruitanewsecretary.A.withB.intoC.of9.Thecandidateshoulddressinamannerthatisappropriatetothepositionheisapplying.A.forwhichB.whichC.that10.ParticipantshavetheProductivityAnalysisWorksheet.A.completingB.beencompletedC.completed11.Howmanyplayersdoesabaseballteam?A.consistofB.beresponsibleforC.setout12.Thisinvolvesthehigh-levelreasoningbehindyourintentionsfortheevent.A.identifyB.identifiedC.identifying13.Weshouldkeepinmindthefeedbackisveryhelpfulforplanningfuturemeetingsandevents.A.whatB.thatC.when14.Theinvestorshouldbeawareofthelimitationsofthefinancialstatementanalysistheannualreport.A.basedonB.basingonC.baseon15.Undernocircumstancetotellliestothepublic.A.thecompaniesareallowedB.arethecompaniesallowedC.thecompanieswillallow16.Themoreinformationyoucanget，inyourfield.A.themorecompetitivewillyoubeB.youwillbethemorecompetitiveC.themorecompetitiveyouwillbe17.Weitverymuchthatyou’vecometogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise18.Iwouldrathertwoweeksearlier.A.youshouldcomehereB.youcamehereC.youhadcomehere19.face-to-faceinterviews,questionnairesarecheaperforcollectingdatafromalargenumberofrespondents.A.ComparedtoB.ComparingC.Compare20.Ourcompanywillthecustomers’suggestions.A.respondB.respondingtoC.respondto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。Passage1Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestinga10 possiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehavior.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulinhelpingyousuccessfullytackleallkindsofdifficultsituationsinlife.Ifyoufollowthem,youareonyourwaytosucceedinginyourcareer.21.Whomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaintsat?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.22.Whenacustomershoutsrudelyatyou,youshould.A.arg1ebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means.A.Yourmouthisnotmoreimportantforyouthanyourears.B.Youshouldlistenmorethanyouspeak.C.Youshouldtalkmorethanyoulisten.24.Whendealingwithanangrycustomer,whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain,youneedn’tlistencarefully.B.Youneedn’tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.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。Passage2GoodCommunicationSkills-KeytoSuccessGoodcommunicationskillsarethekeytosuccessinlife,workandrelationships.Withouteffectivecommunication,amessagecanturnintoanerror,misunderstanding,frustration,orevendisasterbybeingmisinterpretedorpoorlydelivered.Thestepsforgoodcommunicationskills:1.Knowwhattosay.Understandclearlythepurposeandintentofyourmessage.2.Knowhowtosayit.Beginbymakingeyecontact,whichshowsconfidence.Thenpayattentiontoyourbodylanguage.3.Listen.Afteryou’vefinishedtalking,youshouldstop,listen,andlookforfeedbackandcluesofcomprehension.4.Reachunderstanding.Tocommunicatewellistounderstandandbeunderstood.Moretipsfordevelopinggoodcommunicationskills:1.Thebetteryouareabletoexpressyourself,thebetteryourabilitytocommunicate.2.Practiceyourlisteningskills.Beconsiderateofotherspeakersbywaitinguntiltheyaredonebeforestatingyourviews.3.Learntounderstandandappreciatedifferentviewsbybeingopen-minded.Itwillin10 turn,gainyoumorecooperationandunderstanding.4.Avoidtryingtocommunicatewheninanemotionalstate.Taketimetoconsideryourpositionthroughbeforespeaking.Whenyoutakethetimetodevelopgoodcommunicationskills,itmeansyouopenyourselfuptobetterrelationships,morecareeropportunities,andincreasedself-confidence.Moreover,youreachhigherlevelsofmutualunderstandingandcooperationwhilesuccessfullyattainingyourgoals.(T)26.Amessagemustbeunderstood,interpretedordeliveredcorrectlywithcommunication.(F)27.Whenyoutalkwithothersyoucanpaylittleattentiontoyourbodylanguage.(T)28.Thebetteryouareabletounderstandothers,thebetteryourabilitytocommunicate.(T)29.Beforestatingyouropinions,you’dbetterletthespeakerfinishhisorhertalkingfirst.(T)30.Don’targueordebatewithothersifyoufeelangryordispleased.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.Theyarewillingtounderstandtheirpartner’spositionfirstbeforetryingtogetunderstood.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.Themorefamiliarinterviewingfeelstoyou,thelessanxietyyouwillfeelwiththeprocess.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.Bythefollowingweek,whenhe’sonhisown,hefeelshehasaprettygoodideaofwhatheneedstodo,andhowtogoaboutit.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.Afewminuteslaterthedoctorcameoutofhisroomforthethirdtime.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.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.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。10