南开大学22秋学期（高起本：1603、1609、1703）《酒店业领导力与管理（一）（二）（EI双语）》在线作业三

奥鹏南开在线作业满分答案参考

22秋学期（高起本：1603、1609、1703）《酒店业领导力与管理（一）（二）（EI双语）》在线作业-00003

1.“You may not use drive-through banking service before 9am” . What business writing rule the writer broke in this sentence?
选项A：Take a stand
选项B：Stress the positive
选项C：Follow the inverted pyramid
rule
选项D：Avoid condescending statements
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2.Who is considered by many to be the father
of quality management
选项A：Joseph M.Juran
选项B：Dr. Edward Deming
选项C：Walter Andrew Shewhart
选项D：Henry Ford
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3.帮助克服语言障碍与管理哪一类多元化劳动力联系最紧密?
选项A：少数民族劳动力
选项B：老年劳动力
选项C：低教育劳动力
选项D：女性劳动力
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4.What education can mostly impact on diversity?
选项A：Increase sensitivity of managers and employees about diversity
选项B：Make the people within
the company think the same
选项C：Make the people within
the company act the same
选项D：Increase the employees' ability to
protect themselves
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5.Diversity asks managers to move from
"We all the same; let's cooperate" to:
选项A："We are all equal;
let's cooperate"
选项B："We are all similar;
let's value those differences"
选项C："We are different;
let's capitalize on those differences"
选项D："We are all equal;
let's get rid of the differences"
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6.对于变革对象的描述正确的是:
选项A：从头至尾是被动群体
选项B：在变革过程中是积极的参与者
选项C：变革对象必须改变的只是他们的行为
选项D：对变革的抗拒都是来源于这个群体
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7.Please identify the stage of team development according to the following description: Team members are anxious about their roles and responsibilities; they may be concerned about fitting into the group and their ability to contribute to the team
选项A：Forming
选项B：Norming
选项C：Storming
选项D：Transforming
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8.在给好几个部门一同设立目标时,管理者需
要考虑有效目标的其中一个特征是:
选项A：可衡量
选项B：相关性
选项C：平衡需求
选项D：客观的衡量标准
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9.Which information shouldn't be included in your resume?
选项A：Educational background
选项B：Internship Experience
选项C：Health Status
选项D：Activities, special skills, honors
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10.Please select a suitable communication style according to the following situation:HR Manager is delivering a speech during campus recruitment.
选项A：Reflective Communication Style
选项B：Emotive Communication Style
选项C：Supportive communication style
选项D：Directive Communication Style
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11.下列哪一项不属于组成服务质量的元素
选项A：可靠性
选项B：确信度
选项C：美誉度
选项D：有形设施
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12.According to Deming, organization's long-term
success is only achieved by
选项A：Consistently meeting or
exceeding the expectations of customers
选项B：Consistently increasing revenue
选项C：Consistently exceeding
competitors
选项D：Consistently expanding
business
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13.通过让他人直接参与到如何到达期望行为的讨论并共同做决定的权力技巧是:
选项A：商讨
选项B：同伴压力
选项C：鼓舞人心的呼吁
选项D：逢迎呼吁
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14.在开展多元化培训之前跟不同人群做访谈的活动是属于“达成多元化五步法”里的哪一步?
选项A：识别组织多元化的问题
选项B：强化高层的承诺
选项C：要求结果及回顾目标
选项D：保持可持续性
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15.在规划个人职业发展时,以下哪一项不
应该包含在内?
选项A：寻找导师
选项B：制定职业发展计划
选项C：获得职业认证
选项D：托私人关系来获得晋升
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16.让我能在团队会议上勇敢发言的驱动力是什么?
选项A：过往的尴尬经历
选项B：紧张的情绪
选项C：我能够清楚的表达自己的想法
选项D：会议主持会在我无话可说时让我发言
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17.What type of feedback managers should use in order to shape or change behavior?
选项A：Criticism
选项B：Silence
选项C：Reinforcement
选项D：Advice
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18.Where the personal details should be
place on the your resume?
选项A：At the bottom
选项B：At the top
选项C：In the middle
选项D：Anywhere you like
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19.哪个指标是用来评估团队绩效结果的?
选项A：团队的离职率
选项B：客房出租率
选项C：全年参加培训的总人数
选项D：员工建议被成功实施率
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20.Which one of following questions is a behavior-based interview question?
选项A：If there is fire in the kitchen what will you do?
选项B：How did you decide to
major in hospitality?
选项C：If you had it to do over, would you
still pick your school?
选项D：How would your last boss describe you?
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21.通过同伴对此人能力的肯定从而让此人决定去达到期望的行为的权力技巧是:
选项A：商讨
选项B：同伴压力
选项C：鼓舞人心的呼吁
选项D：逢迎呼吁
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22.小王使用幽默的方式编写了一个邮件,但是小张收到
邮件后非常生气。这属于沟通障碍中的哪一种?
选项A：光环效应
选项B：误解
选项C：错误的时间
选项D：地位
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23.Juran's "fitness for use" focuses on
选项A：The perspective of
customer
选项B：The perspective of
service process
选项C：The perspective of supplier
选项D：The perspective of
service provider
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24.酒店总经理想在酒店设立新的质量管理部门,
这一变革的动力属于哪一种?
选项A：内部的组织流程的变化
选项B：内部业务的需要
选项C：内部劳动力人群的变化
选项D：持续改进
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25.What kind of space the speaker should choose during group presentation?
选项A：Personal Space
选项B：Public Space
选项C：Business Space
选项D：Intimate Space
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26.Which one of following question is an illegal interview question?
选项A：What does your husband do?
选项B：Tell me about yourself
选项C：What do you really want to do in life?
选项D：Why should I hire you?
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27.What "PDCA' stands for?
选项A：Plan-Develop-Check-Action
选项B：Plan-Do-Check-Action
选项C：Plan-Develop-Check-Analysis
选项D：Plan-Do-Correct-Action
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28.管理者通过给员工加薪来奖励他们的优秀表现,
这里管理者行使的是什么样的权力
选项A：职位权力
选项B：强制权力
选项C：奖励权力
选项D：参照权力
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29.What is the advantage of ISO ?
选项A：Time-consuming
选项B：Improve customer satisfaction
选项C：Reduces a business flexibility
选项D：expensive
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30.Which strategy can mostly help undereducated groups?
选项A：Provide English Training
选项B：Provide con奥鹏南开在线作业满分答案参考tinuing education opportunity
选项C：Develop more lateral career opportunities
选项D：Provide diversity training program
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31.Which ones are negative body languages?
选项A：Folding arm
选项B：Slumped shoulders
选项C：shifting around
选项D：upright seating position
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32.成为一名有效的信息型聆听者的技巧有哪些?
选项A：考虑发言者的可信度
选项B：倾听主要信息
选项C：寻找讲演者组织内容的方法
选项D：识别支持讲演者观点的重要细节
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33.Comparing with Deming, Juran's main
focuses on quality management are:
选项A：Delved much more deeply into the mechanics of actually Implementing a system of quality improvement within an organization
选项B：Emphasized the need for a common language of quality
选项C：Developed "PDCA" cycle
选项D：Published quality standards
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34.From what information you can assess this company's advancement opportunities?
选项A：Promotion from within
选项B：turnover rate
选项C：organizational structure
选项D：reporting relationships
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35.锁定改进机会的步骤:
选项A：跟踪数据
选项B：书写问题陈述
选项C：开放与选择标准
选项D：选择改进领域
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36.The common sources of data that help identify
process-related problems include:
选项A：External guest feedback
选项B：Employee satisfaction survey
选项C：Performance Indicators
选项D：Supplier feedback
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37.How to plan for change?
选项A：Recognize the
need for change
选项B：Create a vision
Statement
选项C：Assess the
current Status
选项D：Develop a plan for change
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38.从长远来看会降低员工自信心的反馈
形式有:
选项A：批判
选项B：沉默
选项C：建议
选项D：强化
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39.在会议中会议主持人可以通过哪些技巧来
控制操控会议的发言者?
选项A：点头示意发言者他/她的观点
已被采纳
选项B：打断发言者：“我们需要讨论下一
个话题了。”
选项C：通过向发言者提出关闭型问题
（是或不是）来结束发言
选项D：归纳总结发言者的观点然后问其它与
会者是否有补充
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40.Mintzberg's managerial roles focus on the practical side of a
manager's job and introduce a number of skills that managers need to perform effectively. These skills include:
选项A：Allocating resources
选项B：Developing peer relationships
选项C：Carrying out negotiation
选项D：Resolving conflicts
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41.Span of control is the area limit a manager
or supervisor is able to control
选项A：对
选项B：错
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42.Feedback should focus on behavior rather than personality
选项A：对
选项B：错
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43.管理者应坚持自己独有的沟通风格
选项A：对
选项B：错
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44.Managers ca develop conflict-management approaches that fit their personalities and responsibilities.
选项A：对
选项B：错
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45.在讲演与做价值观宣传时可以使用情绪型沟通风格
选项A：对
选项B：错
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46.渐进式改进比突破式改进实施起来风险更小
选项A：对
选项B：错
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47.教导不是一个被动的惩罚或奖励的形式
选项A：对
选项B：错
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48.90% of all training objectives will be lost without follow-up coaching
选项A：对
选项B：错
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49.Downsizing in hospitality industry must cut staff
选项A：对
选项B：错
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50.The leader's responsibility during the
forming stage is to assist people with transition from individuals to team members
选项A：对
选项B：错
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