南开大学23年春学期《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

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-00002

What type of feedback managers should use in order to shape or change behavior?
A:Criticism
B:Silence
C:Reinforcement
D:Advice
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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:
A:可衡量
B:相关性
C:平衡需求
D:结果的可控与不可控性
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Juran's "fitness for use" focuses on
A:The perspective of
customer
B:The perspective of
service process
C:The perspective of supplier
D:The perspective of
service provider
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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:
A:可衡量
B:相关性
C:平衡需求
D:客观的衡量标准
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In order to get employees to accept
goals managers should avoid:
A:Provide support for goal
completion
B:Set goals for the employee in order to save his/her time
C:Pay attention to each
employee's capabilities
D:Reward those who complete
their goals
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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?
A:形成期
B:争吵期
C:平稳期
D:高效期
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Which one belongs to breakthrough improvement?
A:Install a mirror beside a lift
for reducing guest's anxiety while waiting
B:Redesign the
whole front desk's individual check-in process
C:Allocate an area for
group check-in
D:Open an
area for a free Internet Surfing
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What enforcement of standards can mostly impact
on diversity?
A:Increase sensitivity of managers and employees about diversity
B:Ensure that discrimination and harassment will be quickly extinguished
C:Make the people within
the company think the same
D:Make the people within
the company act the same
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六西格玛采用了以下哪一个工具?
A:根部问题分析
B:减少浪费
C:实情调查计划表
D:检查表
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In what situation we need to apply "Coaching" style?
A:The team is newly
formed
B:John is an experienced
and capable sales executive. He seeks any opportunity to learn and willing to take challenges.
C:A trainee has been in
this department for two months and now he is confused with whether he is suitable for this job
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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过程咨询的主要目标是什么?
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
B:给双方机会充分表达自己的
观点
C:通过让双方各自表达观点来泄愤
D:给双方可以谴责彼此的机会
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椭圆形在流程图中表示的含义是:
A:开始或结束
B:主要步骤
C:此处需要做决定
D:一项活动
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下列哪一项不在质量改进项目生命周期中
A:界定问题
B:决定解决方案
C:环境分析
D:找出根本原因
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What type of feedback managers should use in order to increase desired performance?
A:Silence
B:Criticism
C:Advice
D:Reinforcement
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What type of feedback managers should use in order to stop undesirable results?
A:Advice
B:Reinforcement
C:Criticism
D:Silence
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When setting goals with employees managers should avoid:
A:Review the employee's
past accomplishments
B:Clearly state the purpose
of the meeting
C:Listen carefully to the
employee
D:Make action plan for the
employees before obtaining commitment from him/her
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针对高层管理者,应使用什么样的策略?
A:小步推进
B:及时知会
C:趁热打铁
D:以退为进
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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:
A:商讨
B:同伴压力
C:鼓舞人心的呼吁
D:逢迎呼吁
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对于变革对象的描述正确的是:
A:从头至尾是被动群体
B:在变革过程中是积极的参与者
C:变革对象必须改变的只是他们的行为
D:对变革的抗拒都是来源于这个群体
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The tool for analyzing process is :
A:Fact-Finding planning sheet
B:Checklist
C:Cause-and Effect Diagram
D:Brainstorming
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哪一个特征通常与创新型人才不相符?
A:充满幻想
B:观察仔细
C:遵循逻辑
D:有幽默感
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与员工不正当的关系是属于酒店业道德问题中的哪一种?
A:回扣问题
B:说谎奥鹏南开大学新学期作业参考 代做2元一门与欺骗行为 – 内部员工
C:人事相关的不道德行为
D:不遵守操作流程行为
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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?
A:任务互赖
B:资源竞争
C:管辖模糊
D:身份争斗
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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?
A:光环效应
B:误解
C:错误的时间
D:地位
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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?
A:识别组织多元化的问题
B:强化高层的承诺
C:要求结果及回顾目标
D:保持可持续性
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Who is considered by many to be the father
of quality management
A:Joseph M.Juran
B:Dr. Edward Deming
C:Walter Andrew Shewhart
D:Henry Ford
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哪一条不属于变革推动者的关键胜任力之一?
A:沟通能力
B:向上管理能力
C:协商能力
D:批判能力
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“虚假广告”是在侵害他人广义财产中的哪一类?
A:品格
B:良心
C:财物
D:名誉
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在求职信的首段应该包含的信息是:
A:为什么写这封信
B:感兴趣什么职位
C:如何得知此公司或工作
D:所有选项
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酒店业建立道德规范不是为了:
A:建立诚信
B:打造更好的服务
C:获取更高的利润
D:杜绝虚假广告
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下列哪些选项体现了服务质量中的同理心元素
A:服务人员的礼貌
B:服务人员对客人的理解
C:服务人员的友好
D:服务人员的服务技能
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What following items should be included
as part of your compensation package?
A:Insurance policies
B:Paid vacation, emergency,
and family leave
C:Bonuses or profit sharing
D:Retirement programs
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What are general guidelines or good practices for conducting Diversity Training?
A:Give trainees information on the demographics, contributions, culture and values of different groups
B:Use exercises that remind trainees what it feels like to be different
C:Have several representatives of the various groups within the company explain their personal perspectives
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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Which ones are negative body languages?
A:Folding arm
B:Slumped shoulders
C:shifting around
D:upright seating position
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影响口头沟通的因素有哪些?
A:站姿
B:词语
C:节奏
D:语速
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准备视觉道具时的主要原则有哪些?
A:图表式的数据易于理解
B:尽可能地多使用不同的色彩
C:尽量使用视觉而非文字
D:视觉道具要有标题
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个人愿景宣言可以在哪些方面帮助你?
A:阐明对你而言什么是最重要的
B:提供方向与目的
C:发现你身上最棒的那一面
D:不断激励你自己
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In the Conflict Management Strategies Model, which strategies are located at high level of assertiveness?
A:Collaboration
B:Competitiveness
C:Avoidance
D:Accommodation
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寻求改进机会的方法有哪些?
A:分析员工工作效率
B:分析客人的反馈
C:选择标准
D:在员工会议中讨论问题与挑战
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What are characteristics of The Security
Seeker?
A:Likely to make a comment
such as "I wish somebody would have told me what to do when that happened to me."
B:Wants sympathy or personal recognition
C:Always has it worse than anyone else
D:Always plugs pet theories
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Conflict or disagreement, is a natural and essential part of consensus decision process
A:对
B:错
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跨部门合作时使用权力联盟非常有效
A:对
B:错
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Allowing staff to participate in setting goals is more likely to leads to nowhere
A:对
B:错
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Compensation is a fair wage and salary administration plan provided by the organization
A:对
B:错
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教导是一次性的活动
A:对
B:错
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Informational Roles only means gathering information from both formal and informal channels within the organization
A:对
B:错
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管理者应坚持自己独有的沟通风格
A:对
B:错
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Authority commensurate with responsibility is one of the key management principles
A:对
B:错
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Managers placed high in the chain of
command carry more responsibility and greater authority than managers below them
A:对
B:错
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In times of crisis, a high degree of centralization may be most appropriate
A:对
B:错
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