【正文】 C. 到第二個星期，當他獨立工作的時候，他感到對于自己需要做什么以及如何開始做非常清楚。C. 我認為我們已經給了學生們更多的工作機會。Operation AnalysisThe operation analysis is an overview of the business in the past year. It usually includes new hires and new product introductions. At the same time, it will introduce business acquisitions and other important issues.C. 在申請面試資格時我們常常用到古話“熟能生巧”。本文庫還有國家開放大學其他課程的參考資料，可以參考。B. 他們對慶祝公司成立的方案有異議。32. On the last day of the old year, there is a family dinner.A. 在老年人生命中的最后一段日子里，通常有一頓家庭餐。Passage 1Angry customers tend to aim their dissatisfaction and plaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the pany 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 plaining, 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 plaints at?A. Staff members.B. Company managers.C. Those who acpany 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 plain, 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.2630 題：請根據短文內窯判斷給出的語句是否正確，正確的寫“T”，錯誤的寫“F”，并將答案寫在題前括號內。B. 對顧客和對自己有耐心將在贏得生氣的顧客對你工作的支持方面大有幫助。32. The more familiar interviewing feels to you, the less anxiety you will feel with the process.A. 你對面試越熟悉，在面試過程中你的焦慮就會越少。34. To municate precisely what you want to say, you have to frequently need to define key words.A. 要簡明扼要地表達本意，就必須不斷定義關鍵詞。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、詞匯與結構（ 共計 30 分，每小題 2 分）620 題：閱讀下面的句子，從 A,B、C 三個選項中選出一個能填入空白處的正確選項，并將答案序號寫在題前括號內。31. A true friend is someone who reaches for your hand and touches your heart.A. 一個真實的朋友就是能伸出他的手觸碰你心靈的人。Passage 2Hiring 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 b