国开大学电大《管理英语2》2020期末试题及答案(试卷号：3938)

远程教育是如何学习的？怎样学毕业更顺利？对于远程教育到底是如何学习的，很多未接触的人感觉有点神秘。

尤其是对于报考的上班族而言，了解“远程教育入学后，要如何学习？怎么学才能更有效率？”是非常必要的。

总得来说，学员利用空余时间登录学校学习官网自主学习：观看学院提供的网络课件、网上导学资料进行学习。

根据课程特点，课程作业采用在线作业形式。

教师会通过教学平台中的导学栏目、答疑栏目等方式对学生进行学习指导。

课程总评成绩由平时作业成绩、课程考试成绩（实践类课程含实践成绩）以及平时学习情况评定成绩等部分组成。

按照学校制定的教学计划完成相应课程考核修满学分，通过考试就可以取得相应的证书。

可以说，一般网络教育形式提升学历的话，学习考试更便捷，毕业就基本简单了。

01必须有一个上课、修学分的计划结合各院校的教学计划、课程设置、自身学习特点、学习时间、经济情况及身体状况等制定完整的学习计划。

首先，应该清楚地知道，要取得完成学业所必须的最低毕业总学分，至少要修读多少门课程？为此，必须了解所选专业的教学计划。

打算每个学期各修读哪几门课程？这些课程的关系和难易程度如何？专业课程学习要先修读专业基础课。

选课要根据本学期所公布的开课目录和考试时间来选择，要尽量保证所修读的课程一次通过考试。

每周有多少业余时间可以用来学习?如何安排时间？如何上网学习、参加答疑、做作业等？要有一个整体的学习计划，也要有一个每学期的具体安排，至少每周要有学习安排，保证最后能在规定期限内顺利毕业。

02上课前做好准备目前院校主要采用课件学习的方式，应该先掌握最适合自己的学习方法。

每次学习前应当预习课程内容，了解主要知识点、课程的难易程度，涉及到的习题，有无特殊要求（如演示实验等）等等，尤其对自己不懂的地方要记及时记录、提问。

03坚持线下学习在平时的学习和生活中应该有意识地学以致用，以巩固所学知识。

如首先要学会使用计算机，把老师讲的内容到机器上去实践，才能加深理解。

国家开放大学电大专科《管理英语2》期末试题及答案（试卷号：3938）2022盗传必究一、交际用语（共计10分，每小题2分）1 一5题：选择正确的语句完成下面对话，并将答案序号写在答题纸上。

1.—Would you mind filling the questionnaire for me?A.No problem.B.Sorry,I can't go there.C・ I really appreciate that.2.— Can you stay here longer?—______ , but 1 have to be back tomorrow.A.I'd love toB.No, thank youC・ I'm afraid not3.Our company is doing a customer service questionnaire. May I take you a moment?A.It doesn't matter.B.By all means.C.I have no idea.4.— 1 am sorry. Now what were we talking about?A.Never mind.B.That's OK.C.You were saying that you used to be a teacher.5.—Hello, is that service center? The elevator of our apartment doesn't work.A.Oh, J don't know what's wrong with it.B.Sorry, F11 have it checked out at once.C.OK, I see. Thank you.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，并将答案序号写在答题纸上。

3938国开电大专科《管理英语2》历年期末考试题库试题及答案一、交际用语(每小题2分，共10分) 1-5题：选择正确的语句完成下列对话，并将答案序号写在答题纸上。

1.-Would you mind filling the questionnaire for me? -_______________ A.No problem. B.Sorry，I can＇t go there. C.I really appreciate that. [答案]A2.-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 [答案]A3.-Our company is doing a customer service questionnaire.May I take you a moment? -_______________ A.It doesn＇t matter. B.By all means. C.I have no idea. [答案]B4.-I am sorry.Now what were we talking about? -_______________ A.Never mind. B.That＇s OK. C.You were saying that you used to be a teacher. [答案]C5.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＇ll have it checked out at once. C.OK，I see.Thank you. [答案]B 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，并将答案序号写在答题纸上。

2022年9月3938国开电大管理英语2试题及答案2022年9月3938国开电大管理英语2试题及答案一、交际用语(每小题2分，共10分)1-5题：选择正确的语句完成下列对话，并将答案序号写在答题纸上。

31.Aageneralrule，itibettertofocuonthecontentofapreentationaameanofattractingyoura udience＇attention.A.一般来说，它最好将重心放在讲解的内容上，使之成为吸引观众注意力的方式。

B.一般的规则是，它最好集中在礼物的内容上，这比吸引观众的注意力更好。

C.一般而言，最好把重点放在讲解的内容上，借此来吸引观众的注意。

[答案]C32.Theyarewillingtoundertandtheirpartner＇poitionfirtbeforetryingtogetundertood.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。

[答案]B33.Wehouldpreentdataintableorchartothatthereportmaynotbebori ngwithfactalone.A.我们应该用表格或图表来呈现数据以便不因为仅有事实面枯燥乏味。

B.我们应该用表格或图表来表示数据，因此，就不会因为仅有事实而枯燥乏味。

C.我们应该用表格或图表来呈现数据以便报告不厌烦仅有事实。

B.招聘到不合格的员工即浪费时间和金钱，而且还会影响整个团队精神和公司士气。

C.浪费时间和金钱的招聘是不合格的，面且对公司团队精神和士气也会影响。

[答案]B35.Idon＇tknowwhyheilate，hemighthavehadanaccident.A.我不知道他为何没有迟到，很有可能通上了事故。

B.我不知道他为何迟到，一定是遇上了事故。

2020年7月3938管理英语2试题及答案一、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面对话，并将答案序号写在答题纸上。

--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 shouldn＇t. [答案]A --How are you feeling now --__________________ A.Much better. B.It＇s OK. C.Thank you. [答案]A --What time does the train leave --__________________ A.On Tuesday. B.In the morning. C.At half past five. [答案]C --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. [答案]C --Would you mind filling the questionnaire for me --__________________ A.No problem. B.Sorry， I can＇t go there.C.I really appreciate that. [答案]A 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，并将答案序号写在答题纸上。

2021国家开放大学电大专科《管理英语2》期末试题及答案（试卷号:盗传必究一、交际用语（共计2分.每小・2分）1-5 ■:迭择正确的语句完成下面对话,笄将签案序号写在答慧舐上.1. —Good morning 1 Sunshine Community Center! Miy 1 help you?A・ Ed like to book one air tickcLKm ghd to introduce myself to you.C> 1 need a plumber to repair the water pipe in my kiicheru2.— How's your mother doing?A. She i» very wellK Shr is very kind.C She is doing shopping now.—My name is Helen• and I was bom in I960. My major was electrical engineering.A. Tell me your name, please.& Tell me a little bit about yourself^ plense.C. Tell me how old you are« please4. 一Any suggestions for the project?A. I need your advice on iuB. I advise yt>u to put more hands in this projecuC Thanks far your suggestions5. — Hi. Helen> I'll have an interview tomorrow.A. Sure# you can. Take it easy.K I'm sorry to hear that.C ThMt,s tdl righuI —.二.illJC与场构(共计30分•每小Ifl 2分)6-20H:M)«下面的句于，从A.B.C三个选顼中选出一个能填入堂白处的正确逸顼•并将答案序号珊在答H»±.6. At the end of the dny« you wnnl nil nTtendees your event tn remember thi»key meAsage that you f vr iipcnt ■ long time rrinlnrang.A. leaveB. to leaveG leaving 3938)Pm afraid I can*t make it.7. Hr in ________ thh company.A. in ehargr of队 in th© charffe ofC> under the chArgc ol8. Hinng • good employ nuy cam much money #ind iimrt __________ ♦ it c«n win muchmore lor the compnny in future.A* what more B- at hit C. however9. They havr diMurccmrnt _ _ _ the plan of crlcbraling the founding of the rommunity.A. on B- in c /10. rhe quMlity of qurntionnaifr will _______ how murh infnrmntion we know from ourcustomerA<A. effectK Meet C. tnkeI6・ American younR people would mthcr _________ ndvlcc from strariKcrt*A. |{c(H. gettingC- gul17. Wliour tcxtlwxjk i ・ Thin?h _______ John It hna hh niime on 原A- cun 11 heK must be C. might bnIS. I he »uccrnh of our event in to the sponsor. B. ba Bed C. intended 11. The hcHing aynirm ol our opArtmentcommunity service center.A. dlMTUBMlOriG praiwe12. It i» only by agrreinu with thrir viewMtUAtion und »crnl the cujitonier nway happy.A. (tuMRentinK n |w )»n )blc nolutkun QBiiKtfOted M poftflble wlution13. The new year id J UKI• A. in cornerC ・ autrndi the earnerH. Look I _________A< Here are the bu» corncn.C- Thr but hrrr conir.|!i ・ Thr rnuBic ________ like thr NinRingA. hrarA C. wound*broke down no 1 mMdr ■ _______ CA II to the H compUint point find that you will rcnolve the K ・ pOAmble wlntionIl around the corner It Herr comen the bum • bird* It lint ent A. rclatrd19. The more information you can get* __________ in your GeldA・ the more competitive will you be B. you will be the morr competitiveC> the more competitive you will be20. We ________ it very much that you've come to give us a timely ride. Otherwise wewould mi" the imin.A. appreciate R expectG promine三、阅理解(共计io分，督小分)21-25・：阅读下列短文，从A、B、C三个遮现中堆出一个正•答案.并将答案序号写在答题纸上. Passage IAngry cuMomcrft tend to aim their disMtis/Action and complaints at staff members. If this happens to you# you should remember that they are actually exprexsinR their dissatisfaction about the company nnd not about you an an individuuL But if you wish to be MurccMful in nny bu«inritA t then you have to Iwn how to handlr Hngry cumomer»t lAUta brlow nre A few guidelines to help you drvelop your own prr»on«l mrnlrgy (or dcAlmg with Mfigry cuMomefBiNever nrguc buck. You miut stay calm nnd mm to Mnii^iy rhr cuwtomer even in the nio»i diHicuh sltUMtionib. It t« only by Mrcri” with ihrir virw iwinl and »ug«rMtinn n po”ibkj solution (tint you will rrwolvr the Aituarion and nrnd the cuMomrr aw«y huppy.U»e your cy mcm? yew mgiuh. M A U C turc vou n morr than i k RyliwtcninK corrfully> you will he able to undcrNtand why the cuntomrr in complairilnK. w thnt Mtm(B<rtciry Mepn can be lnkcn>Show that you C4iret U M every opportunily to cxprrsn your apology “nd undcrietnndin g. You have to uhow that you will 血rvrrything within your power to try nnd resolve rhe »ituation< I hts exhibition of your concern will win the customer over. There will br o aigntfinint churiKe in their behaviour.Control your linger nnd be patient, l^rarn to relax and calm your»cH. Having pnticncr with your ruAtotncru ind with your«el( will go a Icing WAy in winning over hostile cuMonicrb<Th. ・bov<? guidrhnc^ are very iieielul in every mtuahOfi in life nnd you enn hucccM»(iilly tAckle hostile circumfiTnnrM by followinK thrtn. II you follow the alwHe fip«> you «r« on your w«y to iiuccredinR in your aircen 2L An|(ry cuMomcm tend K> aim thrir dikB«ti»rMctlon mid complaints at ____________ •A. <uff member!11 company tnanngrrBC tho>r whn accompany themZ2. When M customer »hout» ruikly m yom you should ____________ •A. Argue Uack and protect yourAtlf11 krep quirt nnd Iravr the cumorncr alonec keep CA I TTI and listen cnrcfully 10 the cuHtorner23. The underlined sentence in ParaRraph 3 mennn __________ •A. your mouth it no! more important for you than your cuirsK you should listen more thon you «peak.c you should talk more thun you li®trn-24. When dealing with nn nngry cu*iomcr t which i» NOT tlw right Attiturir?A. Be concerned.K Be pntienuC He /imusrcL25. Which of the following HtatrmetitK tn true dceordinK to the pnsKAgc?A. When the cu&mm complaint you needn f i limn carefully.K You needn r t say sorry to ihose angry custotiiers.CL You rthould relax yonrMcIf nnd try to undrrHtnnd the nngry cu^omrrfu 26-30tt：iWWSffl文内容判断tft出的Ul句是否正确.正•的写“ l”,错煤的号件,并将答祟勇在答命蛾上.PnMMgc 2Cro» training is 1 raining an employee to do n different part of the orKAnuation1A work< Trmning wurkrr A to do the task fhnt worker B does and Irmning B ro do A S tawk i« cross trftining. Cross iraininK is good for manager!^ because it provides more llrxihility in tnarugmg the workforce to get the job done. On th« other hand, vrosn training ha> Home benefits for the employer* ns wdL It letsi them Irarn nrw skilk. rnnke% them more VMlunbk. krep^ them simulated and reduces worker tioredom.C HJSR trnining ran be used in ftlmowt nny ponitiari in alrnoAt nny indujitry. I crona I rained some of my derngn engineers to «o O JI field instAlInfion trip» nnd get firathttiid knowlr.dgr of how their designs workrdt or didn * t work, in fhr field, ("ashirrt can bv trained TO mock nhclvcs and *tockrrs trained to cashier. Thin allows you tu quickly open ftddilionMl rcgifilrr. if the ciiKtumrr queut? gets too long.As you prrparr cross iraining phnskt yuu need to ronnider borli lhe company bcncfitji nnd the employee benefitsu Cnrclully sclrcr the employees to br cross trained. Some people like to learn new things. Some are more cumforuhlr to W I IHI they know. Don11 decidewhich employees are ready for n change based on their nge or prrformiinece26. Cros^ irfiininK i» trninmg an employer fa da A different job in dilkrrnt cumpiny.27. Crofts training is bcnrAonl not only fur rnnnn^ers hut M I W lar employee!*.2& Cros^ training can Apply to iilmOAt nny pamtlon wnd Mrng any industry^29. Whvn you prepArv cro*>« tr/tinirig planat the only con'iidcrnlion in the company benrfitn.30. Yuu enn decide which cmploym tu hr emm troinrd Mcconiing tn their四.WiftMtiZO分,鸟小614分）,ll-3S：iW从以下AJkCH个迭】员中访出■伐・#,并再答*序号写在答■峨上•31. Whrn you *tnrt A jobtyuu mu»i Mtick to it.a. 一n你冲的r 件rfl,你就也待之以恒.b. 一R你典了一件m他它.c•当你开的一件r什的时候,他«us认AW.32. I hr old «nyinK "prnrlire rnnkc* perlcci" Applies to interview prcpuration too.A. 古IS“曲不肉口”也也用于招聃・B. ?|话“熟m生巧”时Mtf城冷备也JMS川的.c. 在一-闹试在格时我们常常用w占er M 生巧,•・33. Wr rnn't ponnibly thr work <lnnr by （let fiber.A. f・JI份的我们不卯fit做呢速珈I H.11卜月一所我们不"・做攻璃工作・C十月份后我们不娜施做完也巩工作.34. rhe more kmlhar intrrvIcwinK frrh lo you* the le»» anxiety you will feel with the procvNft<A.你附♦tOg熟卧OKU：过程中你的少.H,血试中眄A多.MiAW程中你Ml也也会少.C你贿辱的侦考~点・面试中的麻域就会少一点.35. In cunt mat 1Q oihrr countrirn. the U. S h«» nn national college entrunrr rjum.A"M比儿他国家而言，美l』《UH日家号城.H・勺11 flkM»«n比.美IN没，大林入学等城.G WlttttM他河家.黄国大学校“与此.试题答案及评分标准（仅供参考）一、交作用8!（共计10分.每小超2分）】一5删：逸择正编的18句完成下面对话.井将答案序号肓在答fit纸上.LC 2. A 3. B 4. B S. A二•切近与站构（共计3。

2022年7月3938国开电大管理英语2试题及答案2022年7月3938国开电大管理英语2试题及答案一、交际用语(每题2分，共10分) 1-5题：选择正确的语句完成以下对话，并将答案序号写在答题纸上。

Passage 2 Hiring the right employee is a challenging process for a pany.A bad hire not just wastes your time and money， but also impacts the team spirit and pany morale.A good hire，however，pays you back in employee productivity，successful employment relationship， and business culture enhancement.Here are certain rules that you can use to select the right employee. Design an effective advertisement.Aclearly targeted ad attracts qualified candidates and discourages others.You can make your ad more effective with a precise and specific job description. Ask theright job interview questions.The purpose of the interview is to find out if the candidate is a strong fit to your business.By using a sequence ofparticularly designed questions， you are able to get a true picture of your potential employee. Check backgrounds and references.Background checking helps you reduce risks and improve the overall quality of hire.You need to verify that all the presented，credentials，skills， and experience are actually possessed by your candidate， 26.Hiring the wrong employee is expensive， costly to a pany， and time consuming. [答案]T 27. A pany has to spend a lot of money hiring a right employee. [答案]F 28. An advertisement with a clear target will make all candidates lose courage. [答案]F 29. Well designed interview questions can help you know more about the candidates， [答案]T 30.Work experience is one of the primary things for an employer to verify in background checking. [答案]T 四、翻译(共计20分，每题4分) 31-35题：请从以下A、B、C三个选项中选出最正确翻译，并将答案序号写在答题纸上。

3938国开电大专科《管理英语2》期末考试第三题阅读理解之选择题库[珍藏版]说明：更新至2021年7月试题,可以根据试题首字母音序查找试题及答案。

[试题]Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you，you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business，then you have to learn how to handle angry customers. Listed below area 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 viewpoint 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 behaviour.Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go along way in winning over hostile customers.The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips，you are on your way to succeeding in your career.附翻译：[试题]愤怒的顾客往往会把不满和抱怨的对象指向工作人员。

2020年9月3938国开电大管理英语2试题及答案一、交际用语(每小题2分，共10分)1-5题：选择正确的语句完成下列对话，并将答案序号写在答题纸上。

1. -What's the matter with you?-_______________A. It matters with you.B. Not too bad.C. I feel a bit sick.[答案]C2. -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.[答案]A3. -Have you ever been to Tokyo?-_______________A. No， I didn't go there last year.B. No， but I hope to go there next year.C. Tokyo is a busy city.[答案]B4. -Our company is doing a customer service questionnaire. May I take you a moment?-_______________A. It doesn't matter.B. By all means.C. I have no idea.[答案]B5. -_______________-It will take at least two weeks.A. How soon will you finish our annual report?B. When will you finish our annual report?C. How long have you finished our annual report?[答案]A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，并将答案序号写在答题纸上。

国家开放大学电大专科《管理英语2》2021期末试题及答案（试卷号：3938） 盗传必究一、交际用语（共计I 。

分,每小题2分）1・5赃：选择正确的增句完成下面对话•井将答案序号写在答题纸上。

L - Should 1 leave earlier tomorrow morning?A. Yes. it's better to leave earlier to avoid I he morning traffic.B. Yes, you will. G No• you shouldn T t. 2. … How arc you feeling now?A. Much hettenB. lt*s OK.C. Thank you*3. — What time does the train leave?A. On Tuesday. B ・ In l he morning. C At hnlf past five.4. ——Good morning# Sunshine Community Center! May I help you?A ・ Vd like to book one air tickets Be I e m glad to iniroduce myself to you,C< I need a plumber to repair the water pipe in my kitchen. 5. ■ Would you mind filling tbc questionnaire lor me?A. No problem.B. Surry• I can*! go thrre<C. I really appreciate that.二、词汇与结构（共计30分.每小18 2分）序号写在答JS 纸上。

6. One day. our dreams will ___________ reality*B. turn into6・20曜：阅读下面的句子，从A.B 、C 三个选项中 出一个能填入空白处的正确选项.并将答案A. turn outC. turn awny7. I Hnn11 know _______ • Inrnvrd here two minutcR Ago>A< whin goinK on 11 how in Raing onC. who m going on8. Wrile the telephone nutnber dawn _________ you forgetscane B. in caneG tinder cane9・you prrpnrc croaft triiininK pl心.you nerd u> con«idrr both the company bcncfitM iind the employer benefitAa^Although B. Even ifC. AnllL Wr think thm Smith should hr told ubciut his ______ ____ contiiiion n» Moon nn possible.phy«ic Be phynicC phynicnlH. We should keep in mine! __________ the Irrdbnek i*» very helpful for plAnmnK futuremrrtinKs nnd events.A- whut H< thntC< when12. I'm writing to ___________ a postition nn n computer rnRinccr in your cornpAny.A. thank for B・ wait forC< Apply for13. We _______ it very much that you1 ve come to give UB II timely ride. Otherwise wewould miss the traituA. nppreciate K expectC・ prorntnrH B Wr !rrl . with the inconvenience the nervier ernter broughtA. diniippointcd H worriedC・ «iurpri>rd15. (jiMomrr^ __________ rcfuMc to filling the <|urMionnAirc wre not permitted <o buy the produuLA> what H. whichC. Who16. The music _________ like the singing of a bird.A, hears B> roundsC・ listens17. Our workers have been checking the heating system since you called us. 1 _______________you it will perform well won.A. argue EL affectQ assure18> _______ the fog> wr should have reached the annual meeting site on time.A. Because of In spite ofC. But for19. His action is always _________ with his wordsuA. constant consistentC. continuous20. We have to _________ our annual work report to the manager next week.A. hand inB. hand outC. hands up■ /• rrn三读理佩(共40分，每小BJ 4分)21-25J8：阅读下列蝴文,从A.1RC三个选琐中选出一个正确答案.并周答案序号写在答H蛾上. PassaRc 1Angry customf-rs lend to nim thrir diMMitisfacttcjn and complaints at Maif members 1( this happens to yuiu you should remember that they are nctuMlly expreMing their diHsatisfacuon about thr corn|>nny find not uhoul you AS an indiviclunL B UT if you wish To be successful in ony bu»mc5»t then you hnve to lc<irn how TO handle nngry customers Listed bflow are A few guidelines to help you develop your own personal straiegy (or dealing with Annry customer* >Nvvrr argue hark* You must calm and aim to Rnti«fy thr customer even in the most (Idliciilt >jtUAtionH.11 ；、only by agreeing with their virw point /md tiiKgeftUng « posmlilr solution thnt you will resolve the situation and send the cu^amcr away happy.U—ynur “““T ihtn your rnouth- Make sure you listen more than you $pcnk< By listening carefully> you will be nhlc u> Mndcr?»und why the customer is complnmingt w thnf A/itisfactory steps can bt tnken* Show that you core： Ust- evrry opportunity to rxprc«« your npology and understhnding. You have to、hcw ihm you will do everything within your power to try and resolve the ^ituatioru Thiii exhibition of your concern v/ill win ihr vuHtorurr ovvr. fhere will be n significant changr in their behaviour.C*ontr<>l your anger find lit pntirnt^ Lcnrn t(i rrhin and calm yourftcIL llnving pnticnctj with your i HAtumrt^ ntid with ycmrself will KU a lung way \n winning over huntile cuMornrrB<The nHove gnidrlinc!i nrr very useful In rvrry Nttnation in lifr nn<! you can ^uccchnfully tnckh? hoMtilrcireunistAnerM by following lhcm< 1( you follow the ubovr tipn9 you nrr on your w/iy to nurcrcding in your career21. At whom <lu nngry cu5toni<?rn tend tu niru fbcii lion and complnint»?A. Staff tnrml>crM< 11. Company mAnnxrrft.(\ Tho^r who Mccompany them.22. When o cu^lornrr nhoutB rudrly nt you. you should _____________ .At nri(ur Imrk und protect your^rlfH. krep qtnet nnrl leave the cUBtornrr alone<\ keep rnlm And liMrn rnrcfully tn the customer23. The underlined hcntcncr °U AC your rnr» more than your nioutlf mcan«.A. Yuur tnouth in not mure importJint lor you thon yuur rnrnH・ You nhould li»trn more than you speak(\ You uhould tulk more thnn you listen24. Whrn deMing with un nngry cuutomrr < which z N( )1 thr right nttitudf ?A. Be concerned. Be gutni.<\ He urnuncd25. Which of the following MatrnirntM i» true According lu the w•好？A. When the euatomcra complain* you needrt11 liHten carefully.B. You nt-rdn11 any M)rry to thu*c anwry ruNomm.(\ You should relax yourself nnd try to undrrnfnnd the nnury cuMtomcr!*.文内容判断馅出的演句是否正si .正瑞的的目也七并将答察邛在答■雄上■PuMMiKr 2II you Hike the following «tep«t you can rnnke A natinfactory unnual report# And your bo” nnd other supporter!* will be impsacd.Defining y(»ur Mccornpli^hmrtn^t Whwi di (It rrncc did you rnnkc? Whin han chntigril in ynur conwnunity or (irhl brrauMr of your work over thr p<mt yenr ? I nkr all of your nctivihrji over the lam 12 rnonthu und divide them into three io five major accompliuhmenviuI.CRSI)i morei Bn xclrctivr. 1( yon mrludr rvrryibingt the nnnunl report b<ronirM < lutlrrcd with mfornirttioru You Hhould think uhotlt wh«f you wini! <o (OCUM un> nnd then deleft umimh- to reprrRrnt th«t nfid highlight key nchirvrnirntH with phoro%> or Btudic9» ru*4Adding VIHUA I A find charr*< VtnunlM nnd chnrts enn reduce the nerd for texts ond <let*iiU. And they will ninki* thr report more nttrnclivr. It f* Rrnd if you produt<• it full color publicniion with |ol< o( nice photogrAphy> Of courar# it will depend on your resourcesA »tronK call to nd ton)A nf rong call to net ion nt the end of your report will improv ihr rraderje deeply. Mnkv it clear whxt you f cl like your rr/ukrs to du once they rend 11 ♦ »uch fin cionnlci purchase5ervicci*< rtc.26. Be （orc writing thr report ♦ you should gather nil the work you have done over the priMl year.27. The contents of thr report should Iw selective.28. The uliorn "?： picture in worth a ihounand word^M in Approprintc here.29. The applicaiion of VIMUH I A nnd chart* enn mnkr the report more bonng»30. Ending the rcpiirt with a 3iranu call to action will offrml he readers.四■的译（共计20分,每小题4分）31・35：谪从以下A.B、C三个选项中选出是佳IB译.并将答案序号写在答18纸上。