南开大学22秋学期《酒店业领导力与管理（一）（二）（EI双语）》在线作业6

奥鹏教育南开大学平时作业

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-00003

“You may not use drive-through banking service before 9am” . What business writing rule the writer broke in this sentence?
A:Take a stand
B:Stress the positive
C:Follow the inverted pyramid
rule
D:Avoid condescending statements
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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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帮助克服语言障碍与管理哪一类多元化劳动力联系最紧密?
A:少数民族劳动力
B:老年劳动力
C:低教育劳动力
D:女性劳动力
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What education can mostly impact on diversity?
A:Increase sensitivity of managers and employees about diversity
B:Make the people within
the company think the same
C:Make the people within
the company act the same
D:Increase the employees' ability to
protect themselves
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Diversity asks managers to move from
"We all the same; let's cooperate" to:
A:"We are all equal;
let's cooperate"
B:"We are all similar;
let's value those differences"
C:"We are different;
let's capitalize on those differences"
D:"We are all equal;
let's get rid of the differences"
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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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Please identify the stage of team development according to the following description: Team members are anxious about their roles and responsibilities; they may be concerned about fitting into the group and their ability to contribute to the team
A:Forming
B:Norming
C:Storming
D:Transforming
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在给好几个部门一同设立目标时,管理者需
要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:客观的衡量标准
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Which information shouldn't be included in your resume?
A:Educational background
B:Internship Experience
C:Health Status
D:Activities, special skills, honors
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Please select a suitable communication style according to the following situation:HR Manager is delivering a speech during campus recruitment.
A:Reflective Communication Style
B:Emotive Communication Style
C:Supportive communication style
D:Directive Communication Style
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下列哪一项不属于组成服务质量的元素
A:可靠性
B:确信度
奥鹏教育南开大学平时作业C:美誉度
D:有形设施
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According to Deming, organization's long-term
success is only achieved by
A:Consistently meeting or
exceeding the expectations of customers
B:Consistently increasing revenue
C:Consistently exceeding
competitors
D:Consistently expanding
business
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通过让他人直接参与到如何到达期望行为的讨论并共同做决定的权力技巧是:
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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在开展多元化培训之前跟不同人群做访谈的活动是属于“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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在规划个人职业发展时,以下哪一项不
应该包含在内?
A:寻找导师
B:制定职业发展计划
C:获得职业认证
D:托私人关系来获得晋升
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让我能在团队会议上勇敢发言的驱动力是什么?
A:过往的尴尬经历
B:紧张的情绪
C:我能够清楚的表达自己的想法
D:会议主持会在我无话可说时让我发言
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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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Where the personal details should be
place on the your resume?
A:At the bottom
B:At the top
C:In the middle
D:Anywhere you like
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哪个指标是用来评估团队绩效结果的?
A:团队的离职率
B:客房出租率
C:全年参加培训的总人数
D:员工建议被成功实施率
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Which one of following questions is a behavior-based interview question?
A:If there is fire in the kitchen what will you do?
B:How did you decide to
major in hospitality?
C:If you had it to do over, would you
still pick your school?
D:How would your last boss describe you?
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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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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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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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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?
A:内部的组织流程的变化
B:内部业务的需要
C:内部劳动力人群的变化
D:持续改进
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What kind of space the speaker should choose during group presentation?
A:Personal Space
B:Public Space
C:Business Space
D:Intimate Space
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Which one of following question is an illegal interview question?
A:What does your husband do?
B:Tell me about yourself
C:What do you really want to do in life?
D:Why should I hire you?
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What "PDCA' stands for?
A:Plan-Develop-Check-Action
B:Plan-Do-Check-Action
C:Plan-Develop-Check-Analysis
D:Plan-Do-Correct-Action
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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
A:职位权力
B:强制权力
C:奖励权力
D:参照权力
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What is the advantage of ISO ?
A:Time-consuming
B:Improve customer satisfaction
C:Reduces a business flexibility
D:expensive
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Which strategy can mostly help undereducated groups?
A:Provide English Training
B:Provide continuing education opportunity
C:Develop more lateral career opportunities
D:Provide diversity training program
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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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成为一名有效的信息型聆听者的技巧有哪些?
A:考虑发言者的可信度
B:倾听主要信息
C:寻找讲演者组织内容的方法
D:识别支持讲演者观点的重要细节
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Comparing with Deming, Juran's main
focuses on quality management are:
A:Delved much more deeply into the mechanics of actually Implementing a system of quality improvement within an organization
B:Emphasized the need for a common language of quality
C:Developed "PDCA" cycle
D:Published quality standards
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From what information you can assess this company's advancement opportunities?
A:Promotion from within
B:turnover rate
C:organizational structure
D:reporting relationships
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锁定改进机会的步骤:
A:跟踪数据
B:书写问题陈述
C:开放与选择标准
D:选择改进领域
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The common sources of data that help identify
process-related problems include:
A:External guest feedback
B:Employee satisfaction survey
C:Performance Indicators
D:Supplier feedback
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How to plan for change?
A:Recognize the
need for change
B:Create a vision
Statement
C:Assess the
current Status
D:Develop a plan for change
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从长远来看会降低员工自信心的反馈
形式有:
A:批判
B:沉默
C:建议
D:强化
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在会议中会议主持人可以通过哪些技巧来
控制操控会议的发言者?
A:点头示意发言者他/她的观点
已被采纳
B:打断发言者：“我们需要讨论下一
个话题了。”
C:通过向发言者提出关闭型问题
（是或不是）来结束发言
D:归纳总结发言者的观点然后问其它与
会者是否有补充
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Mintzberg's managerial roles focus on the practical side of a
manager's job and introduce a number of skills that managers need to perform effectively. These skills include:
A:Allocating resources
B:Developing peer relationships
C:Carrying out negotiation
D:Resolving conflicts
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Span of control is the area limit a manager
or supervisor is able to control
A:对
B:错
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Feedback should focus on behavior rather than personality
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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Managers ca develop conflict-management approaches that fit their personalities and responsibilities.
A:对
B:错
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在讲演与做价值观宣传时可以使用情绪型沟通风格
A:对
B:错
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渐进式改进比突破式改进实施起来风险更小
A:对
B:错
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教导不是一个被动的惩罚或奖励的形式
A:对
B:错
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90% of all training objectives will be lost without follow-up coaching
A:对
B:错
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Downsizing in hospitality industry must cut staff
A:对
B:错
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The leader's responsibility during the
forming stage is to assist people with transition from individuals to team members
A:对
B:错
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