|
CBC is a famous air company which has over twenty planes carrying passengers and goods, flying along 12 fixed lines all over the world. Its service is very good but some passengers are still not satisfied with it and that is why in 2008 and 2009 the company received letters of complaints from consumers or passengers who pointed out over a dozen kinds of problems which are divided in groups in the following table. Those about passengers’ things carried by the plane are Baggage problems. Consumer service refers to service work which passengers are not satisfied with. Over sales of seats are about the fact that more seats are sold and as a result the plane is too crowded to be safe. Refund(退票)problems appear when passengers fail to receive the money paid back to them because of what they have lost. Fares are problems about the price of tickets. Consumer Complaints Received by the CBC Category20082009 Flight problems20.2%22.1% Baggage18.3%21.8% Customer service3.1%11.3% Over sales of seats10.5%11.8% Refund problems10.1%8.1% Fares6.4%6.0% Reservation & Ticketing5.8%5.6% Tours3.3%2.3% Smoking3.2%2.9% Advertising1.2%1.01% Credit1.0%0.8% Special passengers0.9%0.9% Others6.0%5.3% Total Number of Complaints2,9981,792 60. By about what percent did the total number of complaints decrease from 2008 to 2009? A. 40%B. 60%C. 75%D. 100% 61. If the circle graphs below show total consumer complaints for 2008, which graph shows a dark part that is about Flight problems and Refund problems together? A.B.C.D. 62. From the passage we can know that _____. A. customers are not satisfied with CBC B. sometimes CBC sells more tickets than its plane’s most desirable seats C. CBC has more than twenty planes which fly to all the capital cities of the world D. customers can only buy tickets with ready money C When we think of leadership, we often think of strength and power. But what are these really, and how do they operate? Leadership today is not about forcing others to do things. If this is even possible, it is short-term. If you order someone to do something against their will, they may do it because they feel they must, but the anger they feel will do more harm in the long-term. They will also experience fear. Fear causes the thinking brain to shut down, making the person unable to function(功能) at his or her best. If they connect you with this emotion of fear, they will become less functional around you, and you will have succeeded in not only shooting yourself in the foot, but possibly making a very good employee or partner unable to perform effectively. Fear has no place in leadership. The way we affect people in a lasting way is by our own character, and our understanding and use of emotion. We can order someone to do something, which may be part of the work day, or we can employ them at the emotional level, so they become fully devoted to the projects and provide some of their own motivation(积极性). Today’s work place is all about relationships. Anyone works harder in a positive environment in which they’re recognized and valued as a human being as well as a worker. Everyone produces just a bit more for someone they like. Leaders understand the way things work. They know money is not the only most motivating factor in the work life of most people. The true strength of leadership is an inner strength that comes from the confidence of Emotional Intelligence — knowing your own emotions, and how to deal with them, and those of others. Developing your emotional intelligence is the best thing you can do if you want to develop your relationships with people around you, which is the key to the leadership skills. 63. An employee may have a feeling of fear in the work place when ______. A. he is forced to do things B. he cannot work at his best C. he feels his brain shut down D. he thinks of his work as too heavy 64. Which of the following is TRUE according to the passage? A. People like to connect leadership with fear. B. Working conditions affect people’s physical health. C. Good relationship is the key to business success. D. Smart people are more functional in the work place. 65. To positively affect employees, a leader should first of all ______. A. provide better suggestions B. develop his own personality C. give his employees a pay raise D. hide his own emotion of fear 66. Good leadership is mainly seen in a leader’s ability to ______. A. provide a variety of projects for employees B. help raise employees’ living standards C. give employees specific instructions D. deal wisely with employees’ emotions D Most young people enjoy some form of physical activity. It may be walking, cycling, or swimming, or in winter, skating or skiing. It may be game of some kind football, hockey, golf, or tennis. It may be mountaineering. Those who have a passion for climbing high and difficult mountains are often looked upon with astonishment. Why are men and women willing to suffer cold and hardship, and to take risks on high mountains? This astonishment is caused probably by the difference between mountaineering and other forms of activity to which men give their relaxation. Mountaineering is a sport and not a game. There are no man-made rules, as there are for such games as golf and football. There are, of course, rules of a different kind which it would be dangerous to ignore (忽略), but it is this freedom from man-made rules that makes mountaineering attractive to many people. Those who climb mountains are free to use their own methods. If we compare mountaineering and other more familiar sports, we might think that one big difference is that mountaineering is not a “team game”. We should be mistaken in this. There are, it is true, no “matches” between “teams” of climbers, but when climbers are on a rock face linked by a rope on which their lives may depend, there is obviously teamwork. The mountain climber knows that he may have to fight forces that are stronger and more powerful than man. He has to fight the forces of nature. His sport requires high mental and physical qualities. (责任编辑：admin) |