电大作业管理英语形成性考核册英文写作参考答案英语作文
2018年电大作业管理英语4形成性考核册英文写作参考答案英语作文
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C
Jack Brown
Sept.15
Completed
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Lola
Sept.15
Completed
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Eden Smith
Sept.17
Completed
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Elise
Sept.17
Completed
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H
Christina
Sept.18
Completed
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Jack Brown
Sept.18
管理英语4形成性考核册
作业1写作
My Dream Job
Everybody has his dream job. I also have my dream job. My dream job is to be a reporter so that I have opportunities to write articles for newspapers and magazines, and to interview some presidents and many famous figures in the world. After graduating from high school, I intend to go to university in Beijing. When I left university, I hope that I can get a job in a broadcasting station. After working for several years and after earning for myself enough bread , I will start a project that I want to travel around the world.
国家开 放大学电大《管理英语3》和《管理英语(1)》汇编形成性考核册参考资料附答案
2020年最新国家开放大学电大《管理英语3》和《管理英语(1)》汇编形成性考核册参考资料附答案2020年最新国家开放大学电大《管理英语3》和《管理英语〔1〕》汇编形成性考核册参考资料附答案最新国家开放大学电大《管理英语3》网络核心课形考网考作业及答案100%通过考试说明：2020年春期电大把《管理英语3》网络核心课纳入到“国开平台〞进展考核，它共有八个单元自测。
针对该门课程，给出了每个单元自测的三套标准题库，在考试中可屡次抽取试题，直至与其中的一套答案相近即可。
本文库还有其他网核及教学考一体化答案，敬请查看。
单元自测 1第一套一、选择填空，从每题选项中选出一个能填入空白处的最正确选项〔每题10分〕。
题目1— I wish you success in your career.选择一项：……C…… The same to you.题目2—We have three major divisions: Operations, Sales and Marketing, Finance and Administration. 选择一项：……A…… How many departments do we have?题目3— Who should be responsible for the accident?—The boss, not the workers. They just carried out the order_______.选择一项：……B…… as told题目4A number of boys ____________absent some time during the term. 选择一项：……A…… have been题目5The key_________ successful implementation is clearly communicating the strategy to the whole company.选择一项：……A…… to题目6二、阅读理解阅读下面的文章，依据文章内容，完成相应的选择题。
2020年新国家开放大学《管理英语（1）（2）》形成性考核册参考资料两套汇编附答案
2020年新国家开放大学《管理英语（1）（2）》形成性考核册参考资料两套汇编附答案2020年最新国家开放大学《管理英语（1）（2）》形成性考核册参考资料两套汇编附答案最新国家开放大学《管理英语（1）》形成性考核册参考资料《管理英语（1）》是国家开放大学2020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：阅读下面的小对话，选择恰当的答语。
1.-Hello, I’m David Chen. Nice to meet you.-.A. Are you?B. Nice to meet you, too.C. Very nice.2.-It’s r ather cold in he re.Do you mind if I close the window?-.A. No, go ahead.B. Yes, please.C. Sure, please.3. - May I use your hike for a moment?-.A. It doesn’t matter.B. By all means.C. I have no idea.4. -？- My mother is retired. My father is a manager.A. What are your parents doing right nowB. Do your parents still workC. What do your parents do5. - Hey, Derek, which do you think is harder to learn, marketing or designing?-.A. It is the best design I have ever seen.B. Personally, I think designing is more difficult.C. I like it very much.二、词汇与结构（共计划分，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最佳选项。
最新国家开放大学电大《管理英语4》形成性考核作业答案
最新国家开放大学电大《管理英语4》形成性考核作业答案作业1一、交际用语（共计10分，每小题2分）1-5题：阅读下面的小对话，选择恰当的答语。
B A AC A二、词汇语法（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最佳选项。
A CB B AB AC C CA C C A A三、阅读理解（共计40分，每小题4分）21-25题：阅读短文，从A、B、C三个选项中选出一个正确答案。
B B B A A26-30题：阅读下面的句子，根据文章内容进行判断，正确写“T”错误写“F”。
F F T F F四、写作（一篇作文，共计20分）31题：根据要求写作文。
以“My Dram job”为题，写一篇不少于120词的作文。
My Dram jobEverybody has his dream job. I also have my dream job. My dream job is to be a reporter so that I have opportunities to write articles for newspapers and magazines, and to interview some presidents and many famous figures in the world. After graduating from high school, I intend to go to university in Beijing. When I left university, I hope that I can get a job in a broadcasting station. After working for several years and after earning for myself enough bread , I will start a project that I want to travel around the world.。
最新国家开放大学《管理英语》形成性考核册参考资料全
最新国家开放大学《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. - I was worried about my math, but Mr. White gave me an A.- .A. That’s an easy course.B. Congratulations!C. Mr. White is very good.2. - Hi, Helen, I’ll have an interview tomorrow. I’m afraid I can’t make it.- .A. Sure, you can. Take it easy.B. I’m sorry to hear that.C. That’s all right.3. 一 Should I leave earlier tomorrow morning?- .A. Yes, it’s better to leave earlier to avoid the morning traffic.B. Yes, you will.C. No, you won’t.4. 一 How do you think of the theme of our event?- .A. It’s pretty good.B. I feel so sorry about that.C. I’d like to have some tea.5.- .一 It will be held on the 3rd floor of Shakiraton Hotel.A. When will you give a speech?B. Does your speech still go on?C. What is the address of your speech?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。
(NEW)[形成性考核]最新国家开放大学《管理英语(3)》形成性考核册参考资料
![(NEW)[形成性考核]最新国家开放大学《管理英语(3)》形成性考核册参考资料](https://img.taocdn.com/s3/m/aa4b7e0025c52cc58bd6bea5.png)
1最新国家开放大学最新国家开放大学《《管理英语（管理英语（3 3））》》形成性考核册参考资料形成性考核册参考资料《管理英语（3）》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。
作业作业 1 1 一、交际用语（共计 10 分，每小题 2 分） 1-5 题：阅读下面的小对话，选择恰当的答语。
1. - I’m leaving for Shanghai tomorrow. 一 A. See you later. B. Have a pleasant trip! C. Let’s go out for a drink. 2. - Could I help you with the heavy box? You lookso-fired. － I can manage it. A. No, thanks. B. Yes, please. C. All right. 3. - Is it possible for you to expand business there? 一A. I like it. B. I’d love to. C. Yes，I think so. 4. - Would you like some more beer? 一，please. A. Just a little B. No more C. I’ve had enough 5. - Are you going on holiday for a long time? 一 A. It was a long time. B. Two weeks ago. C. No. Only a couple of days.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最佳选项。
《管理英语》形成性考核册参考答案
《治理英语（2）》形成性考察册参考答案【2 】功课1一.外交用语（共计 10 分,每小题 2 分）1-5 题：选择精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 was worried about my math, but Mr. White gave me an A.-.A. That’s an easy course.B. Congratulations!C. Mr. White is very good.2. - Hi, Helen, I’ll have an interview tomorrow. I’m afraid I can’t make it.-.A. Sure, you can. Take it easy.B. I’m sorry to hear that.C. That’s all right.3. 一 Should I leave earlier tomorrow morning?-.A. Yes, it’s better to leave earlier to avoid the morning traffic.B. Yes,you will.C. No,you won’t.4. 一 How do you think of the theme of our event?-.A. It’s pretty good.B. I feel so sorry about that.C. I’d like to have some tea.5.-.一 It will be held on the 3rd floor of Shakiraton Hotel.A. When will you give a speech?B. Does your speech still go on?C. What is the address of your speech?二.词汇与构造（共计 30 分,每小题 2 分）6-20 题：浏览下面的句子,从 A,B.C 三个选项中选出一个能填入空白处的精确选项,并将答案序号写在题前括号内.6. He was alwaysin sharing his enormous knowledge.A. generousB. generationC. generate7. His action is alwayswith his words.A. constantB. continuousC. consistent8. - Can you go skating with us this afternoon?一 Sorry,Ican’t. Itake care of my little sister at home.A. couldB. mayC. have to9. - Whose textbook is this?- ItJohn’s. It has his name on it.A. can’t beB. must beC. might be10. I’m writing toa position as a computer engineer in your company.A. thank forB. wait forC. apply for11. You can try these methods to keep your interview anxietycontrol.A. underB. onC. with12.a company really wants is a candidatehas the right skills.A. What ...thatB. That...whatC. That...that13. These tips may help you avoidbad employees for your company.A. to hireB. hiringC. hire14. Write the telephone number downyou forget.A. on caseB. in caseC. under case15. Does his absenceto your work?A. make a differenceB. take all the creditC. bring about16. American young people would ratheradvice from strangers.A. getB. gettingC. got17. you prepare cross training plans, you need to consider both the company benefits and the employee benefits.A. AlthoughB. Even ifC. As18. The success of our event isto the sponsor.A. relatedB. basedC. intended19. Your long-term success in event planning will be based the experience you had.A. toB. onC. of20. the feedback is very helpful for planning future meetings and events.A. GetB. GettingC. To get三.浏览懂得（共 40 分,每小题 4 分）21-25 题：浏览下列短文,从 A,B.C 三个选项中选出一个精确答案,并将答案序号写在题前括号内.Passage 1PPHC and Gooseneck are two organizations that do similar community work. Each has hired a new staff member to makecontact with and provide services to new parents.Elaine has accepted a job with PPHC. She has a degree in psychology but has never done this type of work before. On her first day, after showing herto her desk and introducing her to colleagues, the director gives her a town map and a list of the names of the families she will be responsible for, and wishes her luck. After lunch, Elaine sets out to contact thefamilies,worried about what she’ll do or say when she meets them.Mark h as a degree similar to Elaine’s, and has just been hired by Gooseneck. On his first day, he learns that his job will consist of training for the next week. Mark spends two days goingon family visits with experienced staff members, and discusses with them what they did and why. He role-plays some situations with other staff members, and gets some direct instruction from them. By the following week, when he’s on his own, he feels he has a pretty good idea of what he needs to do, and how to go about it. And he knows that his training will continue.Which situation would you rather be in, being thrown into the thick of things with no training or being trained to prepare for the work you’re going to do?21. What are PPHC and Gooseneck?A. They are two companies that do similar business.B. They are two organizations that do different community work.C. They are two organizations that do similar community work.22. Which degree does Elaine have?A. Psychology degree.B. Physiology degree.C. Sociology degree.23. Which of the following statements is true according to the passage?A. Elaine has done this type of community work so her organization doesn’t provide staff training.B. Mark has a clear idea of his job after the training.C. Mark knows his training comes to an end.24. How is Mark trained to be prepared for his work?A. Mark spends two days on family visits with experienced staff members and discuss with them.B. Mark role-plays some situations with other staff members and gets some direct instruction from them.C. Both A and B.25. What is the main idea of the passage?A. The importance of training.B. Different training ways.C. Elaine’s and Mark’s work experience.26-30 题：请依据短文内窑断定给出的语句是否精确,精确的写“T”,错误的写“F”,并将答案写在题前括号内.Passage 2Hiringtheright employeeisachallenging process for a company. A bad hire not just wastes your time andmoney, but also impactstheteamspirit and company morale. A good hire, however,pays youbackin employeeproductivity,successfulemployment relationship,andbusinesscultureenhancement. Here are certain rules that you can use to select the right employee.Design an effective advertisement. A clearly targeted ad. attracts qualified candidatesanddiscourages others. You can make your ad. Moreeffective witha preciseand specific jobdescription.Ask the right job interview questions. The purpose of the interview is to find out if thecandidate is astrong fit to your business. By using a sequenceof particularlydesignedquestions, you are able to get a true picture of your potential employee.Check backgrounds and references. Background checking helps youreducerisksandimprove the overall quality of hire. You need to verify that all the presented credentials, skills, and experience are actually possessed by your candidate.( F ) 26. Hiring the wrong employee is expensive, costly to a company, and time consuming.( F ) 27. A company has to spend a lot of money hiring a right employee.( F ) 28. An advertisement with a clear target will make all candidates lose courage.( T ) 29. Well designed interview questions can help you know more about the candidates.( T ) 30. Work experience is one of the primary things for an employer to verify in background checking.四.翻译（共计 20 分,每小题 4 分）31-35 题：选择精确的译文,并将答案序号骂在题前括号内.31. A true friend is someone who reaches for your hand and touches your heart.A. 一个真实的同伙就是能伸出他的手触碰你心灵的人.B. 一个真实的同伙就是能伸出他的手懂得你心灵的人.C. 真正的同伙是一个可以援手关心并激动你心扉的人.32. The old saying “practice makes perfect” applies to interviewing too.A. 古话“曲不离口”也实用于雇用.B. 古话“熟能生巧”对面试预备也是实用的.C. 在申请面试资历时我们常常用到古话“熟能生巧”.33. We can’t possibly get the work done by October.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. They have disagreement on the plan of celebrating the founding of the community.A. 他们对公司的成立资金都有不赞成见.B. 他们对庆贺公司成立的计划有贰言.C. 他们为了庆贺公司成立的计划而争吵.35. This involves identifying the high-level reasoning behind your intentions for the event.A. 这也包含了此次运动的重要目的和意义.B. 这些都是用来辨认此次运动与其他不同运动的重要差别.C. 这就包括了弄明确你举行此次运动目标背后的高层次的推理.功课2一.外交用语( 共计 10 分,每小题 2 分）1-5题：选择精确的语句完成下列对话,并将答案序号写在题前括号内.1. - Would you mind filling the questionnaire for me?-.A. No problem. Just give me your questionnaire.B. Sorry I can’t go there.C. I really appreciate that.2. - Can you stay here longer?-but I have to be back tomorrow.A. I’d love to,B. No, thank you,C. I’m afraid not,3. - Why do you look unhappy. What’s the matter?-.A. I’m satisfied with the good performance of the radio I’ve just bought.B. I’m glad to have bought this radio at such a price.C. I’m rather disappointed with the poor quality of the radio I’ve just bought.4. - Good morning, Sunshine Community Center ! May I help you?-.A. I’d like to book one air ticket.B. I’m glad to introduce myself to you.C. I need a plumber to repair the water pipe in my kitchen.5. 一 Hello, is that service center?The elevator of our apartment doesn’t work.-.A. Oh, I don’t know what’s wrong with it.B. Sorry,I’11 have it checked out at once.C. OK, I see.二.词汇与构造（共计 30 分,每小题 2 分）6-20 题：浏览下面的句子,从 A,B.C 三个选项中选出一个能填入空白处的精确选项,并将答案序号写在题前括号内.6. You need tothose questionnaire papers for your company.A. hand outB. hand inC. hand on7. Questionnaires are not suitablesome people.A. inB. forC. with8. Where are you used tovegetables?A. buyB. boughtC. buying9. Customersrefuse to filling the questionnaire are not permitted to buy the product .A. whatB. whichC. Who10. The musiclike the singing of a bird.A. hearsB. listensC. sounds11. I like cooking for my friends infree time.A. meB. myC. mine12. You’d better have your hairbefore going to your friend’s wedding.A. cuttingB. cutC. to cut13. Her article isin her class.A. betterB. wellC. the best14. We feelwith the inconvenience the service center brought us.A. disappointedB. worriedC. surprised15. Our workers have been checking the heating system since you called us. Iyou it will perform well soon.A. argueB. affectC. assure16. I don’t know . I just arrived here two minutes ago.A. what’s going onB. how is going onC. who is going on17. Theysince last night. They are about to finish the work.A.are cleaning the systemB.have been cleaning the systemC.had cleaned the system18. I’m confident in these as long as wethe needs of the community residents and improve our service quality.A. keep an eye onB. keep an eye atC. keep eyes on19. We have toour annual work report to the manager next week.A. hand inB. hand outC. hands up20. the fog, we should have reached the annual meeting site on time.A. Because ofB. In spite ofC. But for三.浏览懂得（共 40 分,每小题 4 分）21-25 题：浏览下列短文,从 A.B.C 三个选项中选出一个精确答案,并将答案序号写在题前括号内.Passage 1Questionnaires can be a simple way to get to know your audience’s opinions. Though it is easy to write a questionnaire, you need a lot of skill and experience to write a good one. Luckily, good design skills can be learned in a short time.Keep Your Questionnaire Simple and Visually AttractiveKeep your questionnaire short and simple. A short and simple questionnaire is more likely to be completed and returned. It is also important to make your questionnaire as attractive as possible. You should keep the following design elements in mind:Text: Choose a font style that is easy to read, and make sure the font size is large enough for your respondents to read.Paragraphs: Long paragraphs can be daunting for readers, so try to keep your blocks of text to a handful of lines.White space: Ensure that there is space between questions and sections and don’t makemargins too small.Keep Questions Brief and Easy to UnderstandBe brief and direct with your questions. Do not use any unnecessary words and phrases. Brief questions that use simple language are easy to read and understand, so the participantswon’t find it difficult to fill in the questionnaire.Make Sure Questions Are In the Right OrderYou should start your questionnaire with general questions and then move to specific ones.Try to avoid jumping back and forth between general and specific questions.Use Open-Ended Questions ProperlyOpen-ended questions mean respondents can answer freely using their own words. They can provide more detailed information, but they take more time and effort to answer and can be more difficult to analyze. You should not use too many open-ended questions in one questionnaire.In a word, taking the time to develop a well-designed and participant “friendly questionnaire will give you useful data that can help you make the right decisions.21. The questionnaire contains following elements except ？A. testB. paragraphC. address22. In order to keep your questionnaire visually attractive, you should.A. choose different font styles in a questionnaireB. write long paragraphs instead of short onesC. leave enough space between questions and sections23. You should start your questionnaire withquestions and then move to ones.A. general, specificB. specific, generalC. short, long24. What could be the best title for this passage?A. Designing an Effective Questionnaire.B. Questionnaire is the best way to collect data from many people.C. Questionnaire benefits our life.25. Which of the following statements is NOT true?A. Questionnaire design skills can be learned in a short time.B. Open-ended questions cannot provide more detailed inform better not use too many open-endedquestions in one questionnaire.C. It’s worth taking the time to develop a well-designed and participant-friendly questionnaire.26-30 题：请依据短文内容断定给出的语句是否精确,精确的写“T”,错误的写“F’’,并将答案写在题前括号内.Passage 2An annual report of a company provides information about its business performance for certain people. These people include the investors, potential investors and other stakeholders. From the report, people can understand the company’s business scope, recent situation andfuturedevelopment. The main parts of an annual report usually includechairman’sletter,operation analysis and financial statements.·Chairman’sLetterUsually, an annual report should contain a letter from the chairman. The lettershouldprovide details about the successes and the challenges of the past year. It should also include the future outlook for the company.·Operation AnalysisThe operation analysis is an overview of the business in the past year. It usually includesnew hiresand new product introductions. At the same time, it will introduce businessacquisitions and other important issues.·Financial StatementsThe financial statementsare very important for an annual report. People can know thecompany’s performance in the past from the statements. It usuallythree aspects. The first one is the profit and loss statement. The second one is the balance sheet. And the third one is the cash flow statement.( T ) 26. An annual report of a company provides some information about its business performance for certain people.( F ) 27. People can know everything of the company from the annual report.( T ) 28. An annual report usually includes chairman’s letter, financial statements and operation analysis.( F ) 29. A chairman’s letter should include the strategic direction moving forward.( T ) 30. This passage is mainly about the main parts of an annual report.四.翻译（共计 20 分,每小题 4 分）31-35 题：选择精确的译文,并将答案序号写在题前括号内.31. A new food market will be built in our community next month.A. 下个月我们社区就已经建了一个新的食物市场.B. 我们社区正在建一个新的菜市场.C. 下个月我们社区将新建一个菜市场.32. On the last day of the old year, there is a family dinner.A. 在老年人生射中的最后一段日子里,平日有一顿家庭餐.B. 期近将曩昔的一年中的最后一天,会有一次家庭会餐.C. 在曩昔的日子里,经常有家庭会餐.33. You will do everything within your power to try and resolve the situation.A. 你会在权力规模内尽一切尽力解决问题.B. 你会在意志规模内尽一切尽力解决问题.C. 你会在力气规模内尽一切尽力解决问题.34. To communicate precisely what you want to say, you have to frequently need to define key words.A. 要简明简要地表达本意,就必须不断界说症结词.B. 只要界说频仍消失的症结词就能精确传达本意.C. 要精确表达你的本意,就必须不断界说症结词.35. I think what should be done is to create more job opportunities for students.A. 我以为我们更须要为学生们创造更多的工作机遇.B. 我以为我们未来要给学生们更多机遇.C. 我以为我们已经给了学生们更多的工作机遇.功课3一.外交用语（共计 10 分,每小题 2 分）1-5 题：选择精确的语句完成下列对话,并将答案序号写在题前括号内.1. - I’m terribly sorry that I’ve spilled some coffee on the table.-.A. I don’t care.B. It doesn’t matter.C. Don’t be s orry．2. - What starting salary do you expect?-.A. I’d like to start on Monday next week.B. I expect to get a salary increase.C. I’d like to start at ¥5,000 a month.3. - Any suggestions for the project?-.A. I need your advice on it.B. I advise you to put more hands in this project.C. Thanks for your suggestions.4. - Our company is doing a customer service questionnaire. May I take you a moment?-.A. It doesn’t matterB. By all means.C. I have no idea.5. - I am sorry. Now what were we talking about?-.A. Never mind.B. I don’t remember, either.C. You were saying that you used to be a teacher.二.词汇与构造（共计 30 分,每小题 2 分）6-20 题：浏览下面的句子,从 A,B.C 三个选项中选出一个能填入空白处的精确选项,并将答案序号写在题前括号内.6. One day, our dreams willreality.A. turn outB. turn intoC. turn away7. He says what he thinks and does what he wants to do, other people’s feelings.A. according toB. regardless ofC. because of8. We should take the degreeaccount when we recruit a new secretary.A. withB. intoC. of9. The candidate should dress in a manner that is appropriate to the positionhe is applying.A. for whichB. whichC. that10. Participants havethe Productivity Analysis Worksheet.A. completingB. been completedC. completed11. How many players does a baseball team ?A. consist ofB. be responsible forC. set out12. This involvesthe high-level reasoning behind your intentions for the event.A. identifyB. identifiedC. identifying13. We should keep in mindthe feedback is very helpful for planning future meetings and events.A. whatB. thatC. when14. The investorshouldbeaware ofthelimitationsofthe financialstatement analysisthe annual report.A. based onB. basing onC. base on15. Under no circumstanceto tell lies to the public.A. the companies are allowedB. are the companies allowedC. the companies will allow16. The more information you can get, in your field.A. the more competitive will you beB.you will be the more competitiveC. the more competitive you will be17. Weit very much that you’ve come to give us a timely ride. Otherwise we would miss the train.A. appreciateB. expectC. promise18. I would rathertwo weeks earlier.A. you should come hereB. you came hereC. you had come here19. face-to-face interviews, questionnaires are cheaper for collecting data from a large number of respondents.A. Comparedtoparingpare20.Ourcompanywillthecustomers’suggestions.A. respondB.responding toC. respond to三.浏览懂得（共 40 分,每小题 4 分）21-25 题：浏览下列短文,从 A,B.C 三个选项中选出一个精确答案,并将答案序号写在题前括号内.Passage 1Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.21. Whom do angry customers tend to aim their dissatisfaction and complaints at?A. Staff members.B. Company managers.C. Those who accompany them.22. When a customer shouts rudely at you, you should.A. arg1e back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer23. The underlined sentence “Use your ears more than your mouth” means.A. Your mouth is not more important for you than your ears.B. You should listen more than you speak.C. You should talk more than you listen.24. When dealing with an angry customer, which is NOT the right attitude?A. Be concerned.B. Be patient.C. Be amused.25. Which of the following statements is true according to the passage?A. When the customers complain, you needn’t listen carefully.B. You needn’t say sorry to those angry customers.C. You should relax yourself and try to understand the angry customers.26-30 题：请依据短文内窑断定给出的语句是否精确,精确的写“T”,错误的写“F”,并将答案写在题前括号内.Passage 2Good Communication Skills - Key to SuccessGood communication skills are the key to success in life, work and relationships. Without effective communication, a message can turn into an error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly delivered.The steps for good communication skills:1. Know what to say. Understand clearly the purpose and intent of your message.2. Know how to say it. Begin by making eye contact , which shows confidence. Then pay attention to your body language.3. Listen. After you’ve finished talking, you should stop, listen, and look for feedback andclues of comprehension.4. Reach understanding. To communicate well is to understand and be understood.More tips for developing good communication skills:1. The better you are able to express yourself, the better your ability to communicate.2. Practice your listening skills. Be considerate of other speakers by waiting until they are done before stating your views.3. Learn to understand and appreciate different views by being open-minded. It will in turn, gain you more cooperation and understanding.4. Avoid trying to communicate when in an emotional state. Take time to consider your position through before speaking.When you take the time to develop good communication skills, it means you open yourself up to better relationships, more career opportunities, and increased self-confidence. Moreover, you reach higher levels of mutual understanding and cooperation while successfully attaining your goals.( T ) 26. A message must be understood,interpreted or delivered correctly with communication.( F ) 27. When you talk with others you can pay little attention to your body language.( T ) 28. The better you are able to understand others, the better your ability to communicate.( T ) 29. Before stating your opinions, you'd better let the speaker finish his or her talkingfirst.( T ) 30. Don’t argue or debate with others if you feel angry or displeased.四.翻译（共计 20 分,每小题 4 分）31-35 题：选择精确的译文,并将答案序号写在题前括号内.31. They are willing to understand their partner’s position first before trying to get understood.A. 在得到合尴尬刁难方懂得后,他们才同意懂得合作伙伴的立场.B. 在得到合尴尬刁难方懂得前,他们同意先懂得合作伙伴的立场.C. 他们同意去懂得对方的立场但必须先想明确.32. The more familiar interviewing feels to you, the less anxiety you will feel with the process.A. 你对面试越熟习,在面试进程中你的焦炙就会越少.B. 面试中熟人多,面试进程中你焦炙也会少.C. 你熟习面试多一点,面试中的麻烦就会少一点.33. By the following week, when he’s on his own, he feels he has a pretty good idea of what he needs to do, and how to go about it.A. 直到跟着的谁人礼拜他一小我的时刻他觉得对于本身须要做什么以及若何开端做异常清晰.B. 到第二个礼拜,他一小我的时刻,他觉得对于本身须要做什么以及若何开端做有了一个很好的主张.C. 到第二个礼拜,当他自力工作的时刻,他觉得对于本身须要做什么以及若何开端做异常清晰.34. A few minutes later the doctor came out of his room for the third time.A. 几分钟后,大夫第三次从他的房间走出来.B. 大夫在迟到的几分钟后,终于从他的房间走出来为了第三名.C. 几分钟后,大夫来到他的房间第三次.35. Having patience with your customers and with yourself will go a long way in winning over hostile customers.A. 对顾客和对本身有耐烦将走很长的路才能博得朝气的顾客对你工作的支撑.B. 对顾客和对本身有耐烦将在博得朝气的顾客对你工作的支撑方面大有关心.C. 对顾客和对本身有耐烦将会很难博得朝气的顾客对你工作的支撑.。
电大开放英语(3)形成性考核册及答案6
（Units 1~6）本作业由四部分组成,第一部分：交际用语；第二部分：英语知识运用；第三部分：阅读理解;第四部分：写作。
建议在90分钟内完成做作业。
写作部分要求用笔写在给定的位置。
每次作业满分100分。
第一部分: 交际用语 (每题2分, 共10分)一、阅读下面的小对话，从A, B, C, D四个选项中选出一个能填入空白处的最佳选项。
1. May I help you, madam?_________D____________.A. Sorry, I have no ideaB. Yes, I know what to buyC. You’d better give me a handD. Yes, I ‘d like 2 kilos of oranges2. May I know your address?________A______________.A. Sure. Here you are.B. I have no ideaC. It’s far from hereD. Sorry, I’ve forgotten3. Well, Mary, how are you?_________C______________.A. I’m goodB. I’m pleasedC. I’m fineD. I’m nice4. I don’t like the sports programs on Sundays._________B______________.A. So do IB. Neither do IC. So am ID. Neither am I5. Will you go on a picnic with us tomorrow?_________B___________________.A. Yes, but I’ll have English classes.B. Sorry, I have an appointment with Dr. Brown.C. I’m afraid I have no idea.D. Neither am I第二部分：英语知识运用（40分）二、选择填空阅读下面的句子和对话，从A, B, C, D四个选项中选出一个能填入空白处的最佳选项。