阅读理解：阅读下面的短文，根据文章内容从A.B.C三个选项中选出一个最佳选项。Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company 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 complaining, 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 behaviour.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 every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.（1）At whom do angry customers tend to aim their dissatisfaction and complaints?

第1题

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。Want to keep your

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

Want to keep your staff motivated about learning new concepts？ The quality and variety of the employee training you provide are keys for motivation. Reasons to {A. offerB、B. completeB、C. take} employee training are many, from new-hire operational training to introducing a new concept to a work group to installing a new computer system.

{A. WhereverB、B. HoweverB、C. Whatever} your reason for conducting an employee training session, it’s critical to develop the employee training within the framework of a comprehensive, ongoing and consistent program.This employee training program is essential to keep your staff motivated about learning new concepts and {A. ultimateB、B. ultimatelyB、C. ultimation} keep your department profitable.

A complete employee training program includes a formal new hire training program with an overview of the job expectations and performance skills {A. needB、B. neededB、C. needing} to perform. job functions. A new hire training program provides a fundamental understanding of the position and how the position fits within the organizational structure.Another aspect of a comprehensive employee training program is continuing {A. continueB、B. continuedB、C. continuing} education. This is an important function in order to keep all staff members current about policies, procedures, and the technology.

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第2题

阅读理解：阅读下面的短文，根据文章内容从A.B.C三个选项中选出一个最佳选项。

An annual report provides __1__ information about an organization.People read annual reports in different ways. Some even __2__ to start at the back and work their way to the beginning. It makes __3__ difference how you read them as long as you get the essential points of the business and its financial condition.However, there is a good way to solve these reports that is __4__ most efficient and most effective. You can’ t possibly go any further in your research __5__ knowing what the company does! How can you insure that you have understood the report? Just ask yourself if you understand what the company does and who its customers are.

（1）__1__

A.useful

B.useless

C.usefulness

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第3题

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。The houses we live

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

The houses we live in are very {A. expensiveB、B. importantB、C. huge}. They keep us from being cold in the winter and hot in the summer. In the winter they keep out of the snow. They also keep out the wind. Even if it is blowing outside, we are nice and warm inside. In the summer houses keep the hot sun from us. When it rains, they keep us from getting wet.

Houses are also places {A. whichB、B. thatB、C. where} we feel safe. People can’t get at us or our things. Houses give us a place to be together with our families and friends. Mothers and fathers {A. care forB、B. care aboutB、C. take care} their children there. The children play there. The family eat and sleep under the same roof.

Houses are different in many ways. They are made of different things. Some houses are made of wood. Some are made of stones. Sometimes more than one thing is used to make a house.

Houses come in different {A. placesB、B. sizesB、C. names}. Some houses have only one room. Some houses have more than one room. Big buildings found in cities have a great many rooms. They hold many families. The rooms in which each family lives are called an apartment.

Houses are different in the ways they are {A. buildB、B. buildingB、C. built}. Houses in tropic countries can be lightly built. In places where it rains much of the time, houses must keep out the water.

take care (“注意”，“当心”，“留心”)

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第4题

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。Stress around inte

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

Stress around interviews is often influenced by our assumptions we make to ourselves about the process. Countering anxiety-provoking thoughts can help to lower levels of anxiety. “I just messed up that answer, and there’s no hope.” One poor answer normally does not knock a candidate out of consideration. An interview is like a test, getting an 85 or 90 might be good enough to get the job.

Visualizing success can improve performance and help ease anxiety. Always try imagining positive interactions with your interviewer, particularly in the hours just before your interview.

To some extent, relaxation techniques, such as progressive muscle relaxation or breathing exercises, can manage anxiety. If your anxiety around interview is excessive, you might consider seeing a doctor to develop effective countermeasures.

1. What often influences the stress around interviews according to the passage？ {A、B、C}

A. Interview process

B. Anxiety-provoking thoughts

C. Interviewers’ assumptions

2. Does one poor answer in an interview influence a candidate to get a job？ {A、B、C}

A. Yes.

B. No.

C. Not given.

3. Can imagining success help a candidate to lower levels of anxiety？ {A、B、C}

A. Yes.

B. No.

C. Not given.

4. How can we reduce our stress around interviews？ {A、B、C}

A. Breathe deeply

B. Meet friends

C. Have a big meal

5. When should we go to see a doctor according the author？ {A、B、C}

A. When we lose confidence in an interview.

B. When we find effective measures against anxiety round interview.

C. When we have too much stress around interview.

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第5题

阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。QUESTIONNAIRESA、ADVANTAG

阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。

QUESTIONNAIRESA、ADVANTAGES & DISADVANTAGES

Every coin has two sides and questionnaires are no different. With questionnaires, the advantages outweigh the disadvantages.

ADVANTAGES OF QUESTIONNAIRES

Compared to face-to-face interviews, questionnaires are cheaper for

collecting data from a large number of respondents. Also, questionnaires are easy to analyze, and computer software can easily complete data entry and make tables for nearly all surveys. Questionnaires are familiar to most people as nearly everyone has had some experience completing one. Questionnaires reduce bias when there are no clues to affect the respondents.

DISADVANTAGES OF QUESTIONNAIRES

One main disadvantage of questionnaires is the possibility of low response rates which reduces our confidence in the results. Another disadvantage is they provide little flexibility for the respondents. What’s more, many times the respondent is not the same person you sent the

questionnaire to. Finally, questionnaires are not suitable for some people. For example, a survey to a group of poorly educated people might not work because of reading problems.

1. The advantages of questionnaire are more than disadvantages.{T、F}

2. Questionnaire is the cheapest way for collecting data from respondents.{T、F}

3. Questionnaires have the advantage of being analyzed easily through the computer software.{T、F}

4. Questionnaire is suitable for everyone.{T、F}

5. The respondent is usually the same person you sent the questionnaire to.{T、F}

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第6题

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。If you take the fo

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

If you take the following steps, you can make a satisfactory annual report. And your boss and other supporters will be impressed.

DEFINING YOUR ACCOMPLISHMENTS. What difference did you make？ What has changed in your community or field because of your work over the past year？ Take all of your activities over the last 12 months and divide them into three to five major accomplishments.

LESS IS MOREA、BE SELECTIVE. If you include everything, the annual report becomes cluttered with information. You should think about what you want to focus on, and then select statistics to represent that and highlight key achievements with photos, or case studies, etc.

ADDING VISUALS AND CHARTSA、Visuals and charts can reduce the need for texts and details. And they will make the report more attractive. It’s great if you produce a full-color publication with lots of nice photography. Of course, it will depend on your resources.

A STRONG CALL TO ACTIONA、A strong call to action at the end of your report will impress the readers deeply. Make it clear what you’d like your readers to do once they’ve read it.

1. Do you have to gather all the information since you entered the company before writing the annual report？ {A、B、C}

A. Yes.

B. No.

C. Not given.

2. Is it reasonable to include everything of the company in order to make the annual report informative？ {A、B、C}

A. Yes.

B. No.

C. Not given.

3. What does the underlined phrase “Less is more” mean？ {A、B、C}

A. Using fewer words, making fewer parts, and so on, is simpler, and more efficient than the opposite.

B. The fewer, the better.

C. The more, the better.

4. Which is NOT TURE for the functions of the visuals and charts？ {A、B、C}

A. They can reduce the need for texts and details.

B. They can make the report more attractive.

C. They can make the report harder to be understood.

5. How many steps should you take to make your report impressive？ {A、B、C}

A. Five

B. Three

C. Four

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第7题

阅读理解：阅读下面的短文，根据文章内容进行判断，正确为“T”，错误为“F”。The world’s longest hig

阅读理解：阅读下面的短文，根据文章内容进行判断，正确为“T”，错误为“F”。

The world’s longest high-speed railway route, running from Beijing to Guangzhou, has been in operation for a few years. It cuts travel time between the two cities from 22 hours to only 8 hours. With comfortable seats and quiet cabins, this high-speed line offers a pleasant journey for thousands of travelers.

The high speed railway connects Beijing with five provincial capitals. Part of the line, from Zhengzhou to Guangzhou, was in operation before the whole line was connected. The opening of the Beijing to Zhengzhou section has connected the entire line. It covers a total length of 2,298 kilometers.

The Beijing-Guangzhou line connects one third of China’s population and more than 40 percent of its economic power. Travelers benefit from the efficient network, and find that their hometowns are not that far away.

As the American publication _Newsweek_ puts itA、China is now engaged in a “railway revolution”. These 350 kilometer per hour high-speed railway trains have made the country’s vast territory “substantially smaller”, and changed the country economically.

1.The world’s longest high-speed railway route, running from Beijing to Guangzhou, has been in operation for a few years.{T、F}

2.It cuts travel time between the two cities from 22 hours to only 6 hours.{T、F}

3. The opening of the Beijing to Zhengzhou section has linked with the total route.{T、F}

4.The Beijing-Guangzhou line connects one third of China’s population and more than 40 percent of its economic power.{T、F}

5.These 350 kilometer per hour high-speed railway trains have made the country’s vast territory “considerably smaller”, and changed the country economically.{T、F}

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第8题

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。There are more ant

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

There are more ants than any other kinds of land animals in the world. They range from 0.1 to 1 inch long and are usually yellow, brown, red, or black. Ants live in societies in which they depend on one another. The societies are not all exactly the same because there are ants of very many kinds. But in general, each kind has ants of three main typesA、queens, males, and workers.

The ants have a good many enemies. They include birds, bears and ant eaters of various kinds. In some cases other ants are their worst enemies, as man’s enemy is man. In some parts of the world, red ants march in large armies to attack the homes of black ants. Some of them succeed in getting inside of the tunnels of black ants, whose entrances have been blocked. They try to carry the black ant babies away. The black ants do all they can to prevent that. They send their biggest soldiers into action. Very many of the red ants soldiers are killed but some escape with babies belonging to the black ants. The red ants take the babies home and bring them up. They become the only workers for the red ants.

Ants as a group are beneficial to humans. Their tunnels mix and soften the soil, in some places replacing the activity of earthworms. Some of ants are harmful to humans. For example, the fire ant, which has a painful bite, is a serious pest to humans and domestic animals in many parts of the world.

1. Which kind of ants is not regarded as the main types of ants in general？ {A、B、C}

A. Queen ants.

B. Soldier ants.

C. Worker ants.

2. According to the passage, what do we learn about the ants’ enemies？ {A、B、C}

A. They are of many kinds.

B. They are birds and ant eaters.

C. They are the same as man’s enemies.

3. The red ants attack the black ants’ home because {A、B、C}.

A. black ants are better soldiers

B. red ants are stronger than black ants

C. they don’t have workers of their own

4. According the passage, which of the following statements is TRUE？ {A、B、C}

A. The number of ants is the most in the world.

B. Each ant depends upon itself in the society.

C. Ants are useful to human on some conditions.

5. The main purpose of the passage is to {A、B、C}.

A. explain some information about ants

B. show the difference between red ants and black ants

C. convince people that ants as a group is beneficial insect

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第9题

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。Angry customers te

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company 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 complaining, so that satisfactory steps can be taken.

Show that you careA、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 behaviour.

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 every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.

1. At whom do angry customers tend to aim their dissatisfaction and complaints？ {A、B、C}

A. staff members

B. company managers

C. those who accompany them

2. When a customer shouts rudely at you, you should {A、B、C}.

A. argue back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

3. The underlined sentence “Use your ears more than your mouth” means {A、B、C}.

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.

4. When dealing with an angry customer, which is NOT the right attitude？ {A、B、C}

A. Be concerned.

B. Be patient.

C. Be amused.

5. Which of the following statements is true according to the passage？ {A、B、C}

A. When the customers complain, 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.

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第10题

阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。USE THESE 5 （OF 10) TIPS

阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。

USE THESE 5 (OF 10) TIPS TO START YOUR EVENT PLANNING CAREER

STEP 1 – Get experience and volunteer your time in different event services. There are so many aspects of events including, working for a graduation event, a sports competition, volunteering for nonprofits, and working for an established event planner. Your long-term success in event planning will be based on the experience you had.Make sure you have some solid skills in:

* Verbal and written communications

* Organization and time management

* Negotiation and budget management

* Creativity, marketing, public relations and more

STEP 2 – Move into a position with some responsibility. Instead of just volunteering, become the fundraising chair for a nonprofit, become a catering manager, or take on a lead-planning role at an event planning company.

STEP 3 – Are you familiar with the saying, “it’s not what you know, but who you know”？ In event planning, networking is key! Wherever you go, collect contact information for the people you meet.

STEP 4 – Create an event album. Showcase your work with photos, booklets, and invitations of the events you’ve worked on. Organize each piece in a book to easily present your experience and event stories. Most people are visual so paint the picture for them!

STEP 5 – While you’re gaining valuable event planning experience, you can also become a certified event planner. Join some training and try to get planner certification from some institutions. It’s also helpful to keep up with industry trends and establish contacts within the industry.

1. You can plan a success event if you have experience.{T、F}

2. You will move into a position with some responsibility only through volunteering.{T、F}

3. Networking is the key to event planning.{T、F}

4. Create an event album means taking photos in the event.{T、F}

5. You can become a certified event planner as well when you gain valuable event planning experience.{T、F}

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第11题

阅读理解阅读下面的文章，根据文章内容判断文章后的句子是正确（T)还是错误（F)。THE INTERNATIONA

阅读理解

阅读下面的文章，根据文章内容判断文章后的句子是正确(T)还是错误(F)。

THE INTERNATIONAL FOOD SAFETY AUTHORITIES NETWORK (INFOSAN)

With the rapid globalization of food production and trade, international issues related to food safety are likely to increase. Food safety authorities all over the world have realized that food safety problems should be carried out at both national and international levels. There is a pressing need for exchanging routine information on food safety issues, and sharing experiences and information quickly when a food safety related event takes place.

INFOSAN is a joint program between the World Health Organization (WHO) and the Food and Agriculture Organization of the United Nations (FAO). This global network includes 181 Member States. Each has a designated INFOSAN Emergency Contact Point which manages communication between national food safety authorities.

The network aims to:

Promote the rapid exchange of information during food safety related events;

Share information on important food safety related issues of global interest;

Promote partnership and cooperation between countries;

Help countries strengthen their capacity to manage food safety risks.

As part of its routine activities, the INFOSAN Secretariat publishes reports in six languages and provides members with summaries and guidance on relevant food safety issues.

INFOSAN helps exchange food safety information and experience among its members. It is also a useful resource for other public health organizations which recognize INFOSAN as an organization through which findings of investigations and strategies for improving food safety may be shared.

INFOSAN monitors possible international food safety related events in close cooperation with the WHO Alert and Response Operations program. INFOSAN can work with other international organizations to provide assistance to the countries or regions with emerging food safety events of possible international concern.

操作提示：句子正确选择下拉选项框为“T”;句子错误选择下拉选项框为“F”。

1. It is probable that there will be more and more safety related issues worldwide. {T; F}

2. Food safety authorities in each country believe that food safety problems should be solved within their country. {T; F}

3. The major duty of the INFOSAN Emergency Contact Point in each FAO member state is to manage communication between national food safety authorities. {T; F}

4. Public health organizations can get findings of investigations and strategies for food safety improvement from INFOSAN. {T; F}

5. INFOSAN monitors possible international events concerning food safety independently. {T; F}

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