南開大學22年春學期《酒店業(yè)領導力與管理（一）（二）（EI雙語）》在線作業(yè)平時作業(yè)-00001

1、-本頁為預覽頁PAGE15-本頁為預覽頁-本頁為預覽頁22春學期（高起本：1509、1603、1609、1703）酒店業(yè)領導力與管理（一）（二）（EI雙語）在線作業(yè)-00002第1題. 下列哪一項不在質(zhì)量改進項目生命周期中選項A：界定問題選項B：決定解決方案選項C：環(huán)境分析選項D：找出根本原因參考答案：C第2題. What enforcement of standards can mostly impacton diversity?選項A：Increase sensitivity of managers and employees about diversity選項B：Ensure that

2、discrimination and harassment will be quickly extinguished選項C：Make the people withinthe company think the same選項D：Make the people withinthe company act the same參考答案：B第3題. 不屬于頭腦風暴工具的優(yōu)勢的是:選項A：激發(fā)創(chuàng)新選項B：促進參與選項C：提升團隊士氣選項D：激發(fā)爭論參考答案：D第4題. Which one is NOT the focus of management?選項A：Do things right選項B：Commu

3、nicate visionand values選項C：Direct operations選項D：Enforce policies and rules參考答案：B第5題. 在求職信的第二段應該包含的信息是:選項A：為什么感興趣選項B：總結你的能夠勝任此工作的優(yōu)勢選項C：總結你可以貢獻給公司的要點選項D：所有選項參考答案：D第6題. 哪一個角色最會發(fā)表以下的言論?:”我們在上次的會議上討論過這個想法,我已經(jīng)說過我不喜歡.選項A：統(tǒng)治者選項B：阻礙者選項C：游說者選項D：譏諷者參考答案：B第7題. Which strategy can mostly help older worker groups?

4、選項A：Provide a nice staffcanteen選項B：Provide health carebenefits選項C：Provide literacy training選項D：Provide a sexual harassment free working environment參考答案：B第8題. How to enhance the impact of eachindividual employment experience in your resume?選項A：Describe your work in details選項B：Emphasizeaccomplishments

5、 by giving quantified figures選項C：Provide a brief summary of eachexperience選項D：Provide a completed name ofyour boss/supervisors參考答案：B第9題. What type of feedback is the most likely to lead to escape and avoidance?選項A：Silence選項B：Criticism選項C：Advice選項D：Reinforcement參考答案：B第10題. 通過職位權力來命令他人達成期望的行為的權力技巧是:選項

6、A：推理論證選項B：討價還價選項C：訴諸上層選項D：以職位壓人參考答案：D第11題. The General Manager met with some individuals inan area of the hotel. What business writing rule the writer broke in this sentence?選項A：Avoid sexist language選項B：Stress the positive選項C：Take a stand選項D：Use specific language參考答案：D第12題. What is the advantage of

7、ISO ?選項A：Time-consuming選項B：Improve customer satisfaction選項C：Reduces a business flexibility選項D：expensive參考答案：B第13題. 字詞、語音語調(diào)、身體語音在溝通中的影響比例是選項A：字詞(55%)、語音語調(diào)(38%)、身體語音(7%)選項B：字詞(7%)、語音語調(diào)(38%)、身體語音(55%)選項C：字詞(55%)、語音語調(diào)(7%)、身體語音(38%)選項D：字詞(38%)、語音語調(diào)(55%)、身體語音(7%)參考答案：B第14題. 通過同伴對此人能力的肯定從而讓此人決定去達到期望的行為的權力技

8、巧是:選項A：商討選項B：同伴壓力選項C：鼓舞人心的呼吁選項D：逢迎呼吁參考答案：B第15題. 哪一項會弱化管理者的職位權力選項A：提升工作的靈活度與適應性選項B：成為公司信息環(huán)中的重要部分選項C：宣傳本部門工作的基本職責讓其他部門的同事了解自己部門員工的優(yōu)秀表現(xiàn)選項D：過度擔心自己崗位的重要性參考答案：D第16題. 下面哪一項不是道德觀的六個支柱之一?選項A：尊重選項B：責任選項C：公正選項D：平等參考答案：D第17題. Jurans fitness for use focuses on選項A：The perspective ofcustomer選項B：The perspective ofs

9、ervice process選項C：The perspective of supplier選項D：The perspective ofservice provider參考答案：A第18題. Please identify the stage of team development according to the following description: Members come to value their differences more than their similarities. The team is eager for conflict of ideas rather th

10、an conflict of personalities.選項A：Forming選項B：Norming選項C：Transforming選項D：Performing參考答案：D第19題. 在哪一個團隊發(fā)展階段團隊成員會提出以下的問題?-“我知道自己要干什么,目前沒有太多的問題?！边x項A：形成期選項B：爭吵期選項C：平穩(wěn)期選項D：高效期參考答案：C第20題. 在考勤中作假是屬于酒店業(yè)道德問題中的哪一種?選項A：盜竊選項B：說謊與欺騙行為 外部客人選項C：非法行為選項D：不遵守操作流程行為參考答案：A第21題. 盡管面試的問題難以預測,但是你還是可以圍繞以下哪個核心問題來準備?選項A：我為什么要雇傭

11、你？選項B：你與這家公司的匹配度高嗎？選項C：你能勝任這份工作嗎？選項D：所有選項參考答案：D第22題. 管理者通過給員工加薪來獎勵他們的優(yōu)秀表現(xiàn),這里管理者行使的是什么樣的權力選項A：職位權力選項B：強制權力選項C：獎勵權力選項D：參照權力參考答案：C第23題. Please identify the stage of team development according to the following description: Members often regress to the unproductive behaviors. Conflicts may arise again, a

12、nd members may need to resume active roles in resolving them.選項A：Forming選項B：Norming選項C：Transforming選項D：Performing參考答案：C第24題. Which one of following question is an illegal interview question?選項A：What does your husband do?選項B：Tell me about yourself選項C：What do you really want to do in life?選項D：Why shou

13、ld I hire you?參考答案：A第25題. What needs to be cautious of when measuring progress選項A：At any time employees shall not participate in measuring, but only being measured.選項B：All measurementsshall be clearly communicated to staff選項C：Measurementonly stays with high-level people選項D：Accurate andwell-communica

14、ted measurement are particular important once the change process is under way參考答案：D第26題. What is one of the characteristics of Explorersidentified by Joseph M. Juran選項A：They are willing to accept the change but do not actively anticipate needs選項B：They are opento new ideas選項C：These people arewilling

15、to be leaders of their work group but only when being assigned with an official title選項D：They are enthusiasticbut remain silent when they are unhappy參考答案：B第27題. What type of feedback managers should use in order to maintain status quo?選項A：Reinforcement選項B：Advice選項C：Silence選項D：Criticism參考答案：C第28題. 阻礙

16、我在團隊會議上勇敢發(fā)言的牽制力是什么?選項A：會議主持會鼓勵討論選項B：能得到想要的答案選項C：會議有一個每人都需要貢獻想法的規(guī)則選項D：擔心我發(fā)言內(nèi)容的質(zhì)量參考答案：D第29題. 哪一項不符合原則性談判法的關鍵?選項A：聚焦大家真正想表達的選項B：創(chuàng)造互利的選擇選項C：使用客觀標準選項D：將人與事綜合起來談會更全面參考答案：D第30題. Which one of following question is NOT suitable to ask interviewers?選項A：How would you describe your companys culture選項B：How often

17、 will I be evaluatedif hired?選項C：Whats your companys mission?選項D：Why is the job Im applying for open?參考答案：C第31題. 在進行下行溝通時應注意哪些?選項A：專注于客觀的傾聽選項B：情緒不外露尤其是聽到壞消息時選項C：使用積極聆聽的技巧選項D：讓員工感受到你在乎他們的建議參考答案：A,B,C,D第32題. 鎖定改進機會的步驟:選項A：跟蹤數(shù)據(jù)選項B：書寫問題陳述選項C：開放與選擇標準選項D：選擇改進領域參考答案：A,B,C,D第33題. 成為一名有效的信息型聆聽者的技巧有哪些?選項A：考慮發(fā)

18、言者的可信度選項B：傾聽主要信息選項C：尋找講演者組織內(nèi)容的方法選項D：識別支持講演者觀點的重要細節(jié)參考答案：B,C,D第34題. 尋求改進機會的方法有哪些?選項A：分析員工工作效率選項B：分析客人的反饋選項C：選擇標準選項D：在員工會議中討論問題與挑戰(zhàn)參考答案：A,B,D第35題. What are general guidelines or good practices for conducting Diversity Training?選項A：Give trainees information on the demographics, contributions, culture and

19、 values of different groups選項B：Use exercises that remind trainees what it feels like to be different選項C：Have several representatives of the various groups within the company explain their personal perspectives選項D：Celebrate diversity through food and lead a discussion about the various foods and the

20、ways in which food is used in cultural tradition參考答案：A,B,C,D第36題. 從長遠來看能夠提升員工績效的反饋形式有:選項A：批判選項B：沉默選項C：建議選項D：強化參考答案：C,D第37題. What are Change Sponsors responsibilities?選項A：Have a clear visionof the desired outcomes of change選項B：Be able toovercome pitfalls of the process選項C：Employ strategiess for overc

21、oming resistance to change選項D：Create an appropriatetime frame for achieving the change參考答案：A,D第38題. How to implement the change?選項A：Communicate the vision選項B：Foster change through power選項C：Measure progress選項D：Celebrate success參考答案：A,B,C,D第39題. 下列哪些選項體現(xiàn)了服務質(zhì)量中的回應力元素選項A：員工在客人還沒開口已經(jīng)提供了客人想要的服務選項B：員工快速地為客人解決了問題選項C：員工在認真地整理房間選項D：員工在回答主管的問題參考答案：A,B第40題. Ruble and Thomas Model is determined by two indicators:選項A：Courage選項B：Consideration選項C：Assertiveness選項D：Cooperativeness參考答案：C,D第41題. Span of control is the area limit a manageror supervisor is able to control選項A：對選項B：錯參考答案：B第42題. Si