南开23春学期（高起本：1609、1703）《酒店业领导力与管理（一）（二）（EI双语）》在线作业二

奥鹏南开大学新学期作业参考

南开大学23春学期（高起本：1609、1703）《酒店业领导力与管理（一）（二）（EI双语）》在线作业

1.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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2.在评估员工个人绩效对团队绩效贡献时管理
者应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：结果的可控与不可控性
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3.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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4.一些管理者在设立目标时仅仅是为了让员工处于繁忙状态,但是他们忽略了有效目标的一个重要特征是:
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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5.In order to get employees to accept
goals managers should avoid:
选项A：Provide support for goal
completion
选项B：Set goals for the employee in order to save his/her time
选项C：Pay attention to each
employee's capabilities
选项D：Reward those who complete
their goals
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6.在哪一个团队发展阶段团队成员会提出以下
的问题?-我们应该如何解决团队内的冲突,谁真正负责这个团队?
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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7.Which one belongs to breakthrough improvement?
选项A：Install a mirror beside a lift
for reducing guest's anxiety while waiting
选项B：Redesign the
whole front desk's individual check-in process
选项C：Allocate an area for
group check-in
选项D：Open an
area for a free Internet Surfing
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8.What enforcement of standards can mostly impact
on diversity?
选项A：Increase sensitivity of managers and employees about diversity
选项B：Ensure that discrimination and harassment will be quickly extinguished
选项C：Make the people within
the company think the same
选项D：Make the people within
the company act the same
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9.六西格玛采用了以下哪一个工具?
选项A：根部问题分析
选项B：减少浪费
选项C：实情调查计划表
选项D：检查表
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10.In what situation we need to apply "Coaching" style?
选项A：The team is newly
formed
选项B：John is an experienced
and capable sales executive. He seeks any opportunity to learn and willing to take challenges.
选项C：A trainee has been in
this department for two months and now he is confused with whether he is suitable for this job
选项D：Quite a few of long-service and experienced staff are in this department. They feel bored as they are too skillful with their daily job.
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11.过程咨询的主要目标是什么?
选项A：让每一方都能理解对方为什么对冲突持有自己固有的意见最终找到问题所在并加以解决
选项B：给双方机会充分表达自己的
观点
选项C：通过让双方各自表达观点来泄愤
选项D：给双方可以谴责彼此的机会
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12.椭圆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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13.下列哪一项不在质量改进项目生命周期中
选项A：奥鹏南开大学新学期作业参考界定问题
选项B：决定解决方案
选项C：环境分析
选项D：找出根本原因
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14.What type of feedback managers should use in order to increase desired performance?
选项A：Silence
选项B：Criticism
选项C：Advice
选项D：Reinforcement
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15.What type of feedback managers should use in order to stop undesirable results?
选项A：Advice
选项B：Reinforcement
选项C：Criticism
选项D：Silence
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16.When setting goals with employees managers should avoid:
选项A：Review the employee's
past accomplishments
选项B：Clearly state the purpose
of the meeting
选项C：Listen carefully to the
employee
选项D：Make action plan for the
employees before obtaining commitment from him/her
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17.针对高层管理者,应使用什么样的策略?
选项A：小步推进
选项B：及时知会
选项C：趁热打铁
选项D：以退为进
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18.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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19.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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20.The tool for analyzing process is :
选项A：Fact-Finding planning sheet
选项B：Checklist
选项C：Cause-and Effect Diagram
选项D：Brainstorming
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21.哪一个特征通常与创新型人才不相符?
选项A：充满幻想
选项B：观察仔细
选项C：遵循逻辑
选项D：有幽默感
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22.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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23.餐饮部经理与前厅部经理同时参与到行政酒廊的管理项目中。两人互不相让,闹得不可开交。这类冲突的发生出于什么样的原因?
选项A：任务互赖
选项B：资源竞争
选项C：管辖模糊
选项D：身份争斗
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24.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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25.定期奖励认可在强化多元化方面取得成功的个人或部门是属于“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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26.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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27.哪一条不属于变革推动者的关键胜任力之一?
选项A：沟通能力
选项B：向上管理能力
选项C：协商能力
选项D：批判能力
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28.“虚假广告”是在侵害他人广义财产中的哪一类?
选项A：品格
选项B：良心
选项C：财物
选项D：名誉
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29.在求职信的首段应该包含的信息是:
选项A：为什么写这封信
选项B：感兴趣什么职位
选项C：如何得知此公司或工作
选项D：所有选项
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30.酒店业建立道德规范不是为了:
选项A：建立诚信
选项B：打造更好的服务
选项C：获取更高的利润
选项D：杜绝虚假广告
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31.下列哪些选项体现了服务质量中的同理心元素
选项A：服务人员的礼貌
选项B：服务人员对客人的理解
选项C：服务人员的友好
选项D：服务人员的服务技能
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32.What following items should be included
as part of your compensation package?
选项A：Insurance policies
选项B：Paid vacation, emergency,
and family leave
选项C：Bonuses or profit sharing
选项D：Retirement programs
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33.What are general guidelines or good practices for conducting Diversity Training?
选项A：Give trainees information on the demographics, contributions, culture and values of different groups
选项B：Use exercises that remind trainees what it feels like to be different
选项C：Have several representatives of the various groups within the company explain their personal perspectives
选项D：Celebrate diversity through food and lead a discussion about the various foods and the ways in which food is used in cultural tradition
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34.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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35.影响口头沟通的因素有哪些?
选项A：站姿
选项B：词语
选项C：节奏
选项D：语速
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36.准备视觉道具时的主要原则有哪些?
选项A：图表式的数据易于理解
选项B：尽可能地多使用不同的色彩
选项C：尽量使用视觉而非文字
选项D：视觉道具要有标题
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37.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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38.In the Conflict Management Strategies Model, which strategies are located at high level of assertiveness?
选项A：Collaboration
选项B：Competitiveness
选项C：Avoidance
选项D：Accommodation
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39.寻求改进机会的方法有哪些?
选项A：分析员工工作效率
选项B：分析客人的反馈
选项C：选择标准
选项D：在员工会议中讨论问题与挑战
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40.What are characteristics of The Security
Seeker?
选项A：Likely to make a comment
such as "I wish somebody would have told me what to do when that happened to me."
选项B：Wants sympathy or personal recognition
选项C：Always has it worse than anyone else
选项D：Always plugs pet theories
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41.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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42.跨部门合作时使用权力联盟非常有效
选项A：对
选项B：错
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43.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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44.Compensation is a fair wage and salary administration plan provided by the organization
选项A：对
选项B：错
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45.教导是一次性的活动
选项A：对
选项B：错
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46.Informational Roles only means gathering information from both formal and informal channels within the organization
选项A：对
选项B：错
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47.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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48.Authority commensurate with responsibility is one of the key management principles
选项A：对
选项B：错
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49.Managers placed high in the chain of
command carry more responsibility and greater authority than managers below them
选项A：对
选项B：错
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50.In times of crisis, a high degree of centralization may be most appropriate
选项A：对
选项B：错
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