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）》在线作业一

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-00奥鹏南开在线作业满分答案参考001

1.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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2.What power results from the admiration and respect that others have for an individual's personal characteristics and interpersonal skills.
选项A：Referent Power
选项B：Legitimate Power
选项C：Coercive Power
选项D：Expert Power
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3."The General Manager met with some individuals in
an area of the hotel". What business writing rule the writer broke in this sentence?
选项A：Avoid sexist language
选项B：Stress the positive
选项C：Take a stand
选项D：Use specific language
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4.在哪一个团队发展阶段团队成员会提出以下
的问题?- "我们如何确定我们已经做出了最好的决定?"
选项A：形成期
选项B：争吵期
选项C：平稳期
选项D：高效期
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5.谁在早期将质量概念引入酒店行业?
选项A：戴明
选项B：吉普森
选项C：朱兰
选项D：石川
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6.What power stems from a manager 's or supervisor's authority to withhold rewards or inflict punishment
选项A：Referent Power
选项B：Legitimate Power
选项C：Coercive Power
选项D：Expert Power
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7.下列哪一项属于质量改进项目选择标准
选项A：关注会产生良好公众口碑的问题
选项B：关注顽疾问题
选项C：关注短期可以快速取
得效果的问题
选项D：花费成本低的问题
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8.Which hotel group applied Six Sigma
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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9.高层管理在推行多元化项目过程中定期地向员工展示既定的短期或长期目标完成情况是属于“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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10.菱形在流程图中表示的含义是:
选项A：开始或结束
选项B：主要步骤
选项C：此处需要做决定
选项D：一项活动
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11.An important aspect of authority is that the power in vested in
选项A：Individual
选项B：Top-level Managers
选项C：Position
选项D：Lower-level managers
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12.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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13.在戴明的观点中, 检查对于提升质量管理应起到什么样的作用?
选项A：质量的提升完全依赖于检查
选项B：运用于监督流程与个
人绩效的检查是必要的
选项C：检查创造了质量
选项D：检查打造积极的员工士气
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14.与员工不正当的关系是属于酒店业道德问题中的哪一种?
选项A：回扣问题
选项B：说谎与欺骗行为 – 内部员工
选项C：人事相关的不道德行为
选项D：不遵守操作流程行为
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15."Dear Sirs/Gentlemen". What business writing rule the writer broke in using such solution?
选项A：Take a stand
选项B：Avoid sexist language
选项C：Follow the inverted pyramid
rule
选项D：Avoid condescending statements
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16.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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17.成为一名有效的评估型聆听者的技巧有哪些?
选项A：控制好自己情绪
选项B：判断想法而不是发言人
选项C：寻找发言者的主要观点
选项D：如果不赞同发言者，看看是否有空间妥协
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18.Which typical comments are possibly
made by The Elaborator?
选项A：Does anyone have a different
viewpoint that they'd like to share?
选项B：Just how many times does this
happen?
选项C：How do you think that would work at
the front desk?
选项D：How would this affect our guests?
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19.Which intentions will become barriers to active
listening?
选项A：Listen to respond
选项B：Listen to take control
选项C：Listen to learn
选项D：Listen to redirect the topic
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20.个人愿景宣言可以在哪些方面帮助你?
选项A：阐明对你而言什么是最重要的
选项B：提供方向与目的
选项C：发现你身上最棒的那一面
选项D：不断激励你自己
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21.Some of the skills important to conflict management include the following:
选项A：Listening skills
选项B：Feedback skills
选项C：Conflict-management style
选项D：Presentation skills
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22.How to implement the change?
选项A：Communicate the vision
选项B：Foster change through power
选项C：Measure progress
选项D：Celebrate success
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23.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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24.According to ADA, the word 'disability" refers to:
选项A：A physical or mental
impairment that substantially limits one or more major life activities
选项B：A record or history of
physical or mental impairment
选项C：A perception that an
individual is impaired
选项D：Anyone who sits in a wheelchair
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25.Fundamental steps for continuous -improvement
approaches are:
选项A：Target an opportunity for improvement
选项B：Analyze the areas targeted for improvement
选项C：Develop and implement improvements
选项D：Evaluate improvements
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26.What are "reasonable accommodations" in the
work environment according to ADA?
选项A：Making facilities
wheelchair-accessible
选项B：Modifying work
schedules to allow for medical appointments
选项C：Modifying equipment to
allow persons with disabilities to work
选项D：Modifying training materials and policies to accommodate employees with disabilities
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27.The message we communicate is the message
that the listener receives
选项A：对
选项B：错
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28.John P Notter发现现实中的酒店总经理的一天是无计划的,
进而他开始研究管理的行为
选项A：对
选项B：错
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29.The degree of centralization or decentralization within a company is determined by how tall or how flat its structure appeared on an O-Chart.
选项A：对
选项B：错
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30.Feedback should handled in a timely manner
选项A：对
选项B：错
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31.教导只需要一个兼职的关注,不需要花
太多时间
选项A：对
选项B：错
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32.Conflict or disagreement, is a natural and essential part of consensus decision process
选项A：对
选项B：错
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33.非语言沟通是沉默的沟通
选项A：对
选项B：错
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34.Allowing staff to participate in setting goals is more likely to leads to nowhere
选项A：对
选项B：错
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35.任何使命宣言通常都会回答三个问题:
我们是做什么的? 我们如何做?我们为谁而做?
选项A：对
选项B：错
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36.Social space ranges from 0.6-1.2 meters
选项A：对
选项B：错
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