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【简答题】
&8226;Read the article below about telephone skills. &8226;For each question 31-40 write one word in CAPITAL LE'I'I'ERS on your Answer Sheet. How to deal with difficult people on the phone One of the skills required of today's successful business people is the ability to deal with difficult people on the phone. The Reed Employment agency has come (31) with some advice to help business people get the best from the caller. First of all, accept that people can be rude when they are (32) pressure. Try to find out (33) they are angry - even if you have to guess. And, importantly, never get angry back. Many problems are caused by a simple misunderstanding. Therefore it is essential (34) remain calm so that you can get to the root of the problem and thus have (35) better chance of resolving it, Understand that maintaining your calm is much easier than it sounds - but you can prepare (36) designing a strategy. Most call centres train staff (37) these techniques; other office workers need to train themselves. The trick is to be really nice back (38) that they end up thanking you for your help, understanding and assistance. Secondly, listen carefully and empathise with the person making the comlaint. You don't (39) to compromise your company or your colleagues just because you show understanding. Agree to a course of action and stick to it and, finally, always try to be courteous. Sometimes you are the one (40) will have to apologise and you just have to accept that. (31)
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【简答题】所谓冠礼,是指男子在___岁时的成年礼仪。(使用阿拉伯数字填写)
【单选题】在数据库设计中,将E-R模型转换成关系数据模型的过程属于【 】
A.
需要分析阶段
B.
逻辑设计阶段
C.
概念设计阶段
D.
物理设计阶段
【单选题】口腔颌面外科清创缝合的原则中,不正确的是
A.
清创缝合时应注意面部外形与生理功能的恢复与重建
B.
在彻底清创的同时尽量保留有生机的组织
C.
外伤和超过24小时的创口均不能进行初期缝合
D.
组织器官与解剖标志应准确对位
E.
操作轻柔,缝合应细致,以免加重面部畸形与功能障碍
【判断题】经营者在生产经营活动中,应当遵循自愿、平等、公平、诚信的原则,遵守法律,但商业道德可以遵守也可以不遵守。( )
A.
正确
B.
错误
【多选题】下列税种属于中央与地方共享税的有( )。
A.
增值税
B.
消费税
C.
城市维护建设税
D.
个人所得税
【单选题】将 E-R 模型转换成关系数据模型的过程称为数据库设计的( )
A.
需求分析
B.
逻辑结构设计
C.
概念结构设计
D.
物理结构设计
【判断题】新加坡又被称为“狮子城”,位于新加城河口的角尾狮塑像已成为新加坡的象征。
A.
正确
B.
错误
【简答题】所谓冠礼,是指男子在_______岁时的成年礼仪。男子加冠后就被承认为成年男子,从此有执干戈以卫社稷等义务,同时也就有了娶妻生子等成年男子所拥有的权力。
【单选题】室内设计中的平面形态基本要素由哪三部分组成?
A.
线、面、形
B.
点、线、体
C.
圆、线、面
D.
点、线、面
【判断题】所谓冠礼,是指男子在 30岁时的成年礼仪。男子加冠后就被承认为成年男子,从此有执干戈以卫社稷等义务,同时也就有了娶妻生子等成年男子所拥有的权力。
A.
正确
B.
错误
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