1、大学四级-1863 及答案解析(总分：712.00，做题时间：90 分钟)一、Part Writing(总题数：1，分数：106.00)1.1.对 Smith先生应邀来讲学表示欢迎2.相关事宜的安排3.其他注意事项A Letter of Invitation（分数：106.00）_二、Part Reading Compr(总题数：4，分数：70.00)What Customer Service?The email from the airline arrived at 3: 23 a. m. and advised that “a cancellation has affected the f
2、ollowing flights,“ and then specified my Chicago OHare-to-LaGuardia flight, scheduled to depart a little less than five hours later. Irritation aside, my reaction was largely bafflementhow exactly had a cancellation “affected“ my flight? And how dare a cancellation do that, anyway? Didnt it realize
3、I had to get back to Manhattan for worknot to mention a battery of New Years Eve parties?Fhe notification from United Airlines was a fantastic thing in the tradition of the “mistakes were made“ rhetorical excuse. In this era of chaos, passive aggression, and euphemistic (委婉的) responsibility-avoiding
4、, it is no big surprise that an airline would seek to distance itself from the transportation mass caused by the Christmas-weekend storm that dumped up to two feet of snow on New York and other East Coast communities, led to the cancellation of thousands of flights and trapped throngs of passengers
5、all over the nation. But it says a good deal about why many customers have been pale and grey over this storm and have vented their anger in the direction of the airlines customer-service device.Airline passengers are accustomed to cutting the carriers some slack during weather emergencies. Thunders
6、torms, hurricanes(飓风), tornadoes(龙卷风), and yes, blizzards(暴风雪), are seen as “acts of God“ that no one can control. And even now, customers understand that theres not much anyone could have done about the storm itself. What has drawn their anger is the airlines reaction after the blizzard. For many,
7、the problem was an inability to get clear answers from the carriersor more precisely, to get to a live person representing the carriers. “For people, the point is, lets just have some clarity; let me know where I stand,“ says Michael Boyd, president of Boyd Group International, an aviation consultin
8、g firm. “The airlines want to say this happened, and we have nothing to do with it. Its like, a tornado came by and a cancellation came by right after. “The blizzard threw into disarray the travel plans of more than 1 million customers and led to cancellation of more than 8,000 flights. Passengers w
9、ho phoned the airlines were kept on hold for lengthy periods, in some cases more than two hours. Many were told to call back later. Others were directed to web sites, where no useful information was availablecallers mostly needed to know what their options were given that their flights had been canc
10、eled, and wanted to rebook on the next available flight. For that, they mostly needed to speak to an agent.But at many airlines, such agents are in short supply. Air carriers have been moving firmly toward automation. Indeed, in normal times people are punished, through fees and charges, for booking
11、 flights with agents on the phone or at a ticket counter. “Airlines have become more automated,“ says Boyd. “There are no ticket counters because there are no tickets. That has to be understood.“ He noted that Continental Airlines has gotten rid of 600 call-center jobs in the past year, almost a qua
12、rter of its reservations personnel. It is estimated that American Airlines cut 500 jobs when it closed a call center in New England, and that United Airlines has gradually shrunk its systemwide customer-service and reservations staff to about 10,000 from some 15,000, since the early 2000s. United sp
13、okesman Rahsaan Johnson says the carriers reservations staff has been “flat“ for the last two years. Some analysts, however, predict more cuts when the integration of United and Continental, which merged this year, is compled in 2011.The airlines insist that customer service will not be a victim of
14、automation. Johnson acknowledges that United is “trying to get to a point where we can do things electronically.“ He said people are not yet used to electronic flying the way they are accustomed to electronic banking, but that the airline is offering them more “online tools.“ Regardless, he said, “T
15、here are always going to be agents available for a customer who needs person-to-person aid.“ He added that United is now “for the most part“ flying a normal schedule, has been using wide-body aircraft on some flights to accommodate more passengers, and adding some routes that are not normally on its
16、 schedule, such as OHare to JFK airport.But such moves are scant comfort for many displaced and trapped passengers trying to get somewhere for New Yearsor heading back to their lives. Calling a carriers customer-service number right now often is an exercise in irritationif not effortlessness. It app
17、ears that the airlines put up an array of obstacles to prevent a caller from reaching an actual human. Boyd, the aviation consultant, says the relationship between airline and customer remains too adversarial. “Even in these conditions, theres that feeling on the other side of the counter that Im no
18、t going to let you get away with anything,“ he tells NEWSWEEK. “It really is obstructionism. The airlines put too many people in that situation, and then its a gotcha game. The airlines dont train their people to handle situations like this.“The U. S. Department of Transportation is said to be looki
19、ng into the post-blizzard staggers in New York City and elsewhere. The worst appears to be over, and more people are boarding more flights. But there still are passengers stranded from New York to Fresno. Some of us will do New Years Eve wherever the night finds us. And even those who manage to get
20、on a plane cant necessarily breathe easy. Theres no telling when a delay might suddenly rush in and “affect“ their flights.（分数：49.00）(1).What would the airline do when facing the transportation mass caused by storm?A. It would be greatly surprised and perplexed.B. It would apologize to its vast angr
21、y passengers.C. It would try to keep itself away from the mass.D. It would frankly acknowledge its responsibility.（分数：7.00）A.B.C.D.(2).After blizzards, what really irritates customers?A. The airliners reaction.B. The bad weather.C. The cancellation of flights.D. The terrible phone signals.（分数：7.00）A
22、.B.C.D.(3).What does Michael Boyd, president of Boyd Group International, say about peoples need?A. They want to be clear about their situation.B. They want to know where theyre standing.C. They want to criticize the aviation firm.D. They tend to understand the unexpectedness.（分数：7.00）A.B.C.D.(4).Kn
23、owing the flights had been cancelled, what did passengers who phoned the airlines mostly need to know?A. Where to get useful information.B. Exactly when they could fly.C. What their alternatives were.D. How to log on the website.（分数：7.00）A.B.C.D.(5).Why are many airlines lacking agents?A. They dont
24、have ticket counters.B. They want to save their costs.C. They are becoming automated.D. They have closed call-centers.（分数：7.00）A.B.C.D.(6).When the integration of United and Continental is finished,A. it would be easier to make reservationsB. more reservations staff would be cutC. there would be no
25、reservation staff leftD. the airlines would be totally automated（分数：7.00）A.B.C.D.(7).According to United spokesman Rahsaan Johnson, how does the airline get people to be used to electronic flying?A. Providing customers with person-to-person aid.B. Using wide-body aircraft on some flights.C. Adding s
26、ome routes besides normal ones.D. Offering their customers more “online tools“.（分数：7.00）A.B.C.D.2.For a customer, if calling a carriers customer-service number right now is not effortless, it is often 1.（分数：7.00）填空项 1:_3.Boyd thinks airline and customer are still in a 1 relationship.（分数：7.00）填空项 1:_
27、4.It is said that in New York City and elsewhere, the U. S. Department of Transportation is investigating 1.（分数：7.00）填空项 1:_三、Part Listening Com(总题数：0，分数：0.00)四、Section A(总题数：4，分数：105.00)(1).A. In a taxi.B. In a train.C. In a plane.D. In a ship.（分数：7.00）A.B.C.D.(2).A. She has plans to work in a supe
28、rmarket this summer.B. She wants to take a class in marketing.C. She doesnt want to work this summer.D. She hasnt finalized her plans for the summer.（分数：7.00）A.B.C.D.(3).A. She wants to buy another clock of the same kind.B. She wants to change the defective clock.C. She wants to buy a radio.D. She w
29、ants to ask the shop for a receipt.（分数：7.00）A.B.C.D.(4).A. She is a teacher. B. She is a reporter. C. She is a student.D. She is a printing press owner.（分数：7.00）A.B.C.D.(5).A. He finds it fascinating. B. He finds it dull. C. He thinks it too long to see through.D. He takes a little interest in the f
30、ilm.（分数：7.00）A.B.C.D.(1).A. Shes annoyed. B. Shes angry.C. Shes sympathetic.D. Shes worried.（分数：7.00）A.B.C.D.(2).A. They should watch the thriller.B. He is thrilled to watch a movie with her.C. Long movies are difficult to understand.D. The historical drama follows the other movie.（分数：7.00）A.B.C.D.(
31、3).A. She needs to find a different roommate.B. She thinks the man should get a haircut.C. She didnt recognize the man because of his haircut.D. Few people have noticed her roommates haircut.（分数：7.00）A.B.C.D.Questions 19 to 22 are based on the conversation you have just heard.（分数：28.00）(1).A. With a
32、 knife.B. On the edge of some metal.C. By some glass.D. By a piece of paper.（分数：7.00）A.B.C.D.(2).A. The little cut hurts so much.B. The cut was deep.C. He was cut easily.D. The woman was concerned.（分数：7.00）A.B.C.D.(3).A. The amount of skin affected by the cut.B. The cause of the cut.C. The amount of
33、 bleeding.D. The number of nerve endings irritated.（分数：7.00）A.B.C.D.(4).A. Keep it elevated.B. Put a bandage on it.C. Clean it.D. Ignore it.（分数：7.00）A.B.C.D.Questions 23 to 25 are based on the conversation you have just heard.（分数：21.00）(1).A. She is a little worried.B. She lost her purse.C. She left
34、 some money in the cinema.D. She is leaving soon.（分数：7.00）A.B.C.D.(2).A. Bills.B. Identity cards.C. Photos.D. Visa.（分数：7.00）A.B.C.D.(3).A. He is going to turn to the police for help.B. He is going to put an advertisement in the local newspaper.C. He is going to ask his grandmother to go for an inqui
35、ry.D. He is going to search the cinema thoroughly for the wallet.（分数：7.00）A.B.C.D.五、Section B(总题数：3，分数：70.00)Passage OneQuestions 26 to 29 are based on the passage you have just heard.（分数：28.00）(1).A. Their carelessness over financial problems.B. Their inability to meet academic requirement.C. The i
36、ncreased feelings of homesick.D. The loss of their parents support.（分数：7.00）A.B.C.D.(2).A. Prepare enough money for the whole year.B. Find more than one part-time job.C. Never go to the hospital.D. Use public transportations.（分数：7.00）A.B.C.D.(3).A. How to support themselves.B. How to finish school e
37、arly.C. How to improve their grades.D. How to make more friends.（分数：7.00）A.B.C.D.(4).A. Ask their schools for permission.B. Get to know the average income.C. Tell their parents in advance.D. Check the laws of the country.（分数：7.00）A.B.C.D.Passage TwoQuestions 30 to 32 are based on the passage you hav
38、e just heard.（分数：21.00）(1).A. The central idea or information one means to convey.B. The idea or information in ones thinking.C. The piece of information at the centre of ones writing.D. The attitude of ones spoken comments.（分数：7.00）A.B.C.D.(2).A. Americans are rude while Japanese are graceful.B. Am
39、ericans are precise while Japanese are intensive.C. Americans are direct while Japanese are indirect.D. Americans value honesty while Japanese stress grace.（分数：7.00）A.B.C.D.(3).A. Learn to reason and express clearly and precisely.B. Get to the point anytime when talking with Americans.C. Imitate the
40、 way American people speak.D. To be intensive in their thinking.（分数：7.00）A.B.C.D.Passage ThreeQuestions 33 to 35 are based on the passage you have just heard.（分数：21.00）(1).A. At the office.B. At the party.C. At the restaurant.D. At home.（分数：7.00）A.B.C.D.(2).A. There are great differences between Tha
41、iland and English cultures.B. The same signal may be misunderstood by people from different cultures.C. Thailand and English cultures have different value systems.D. Requirements for talk and silence can be different in some cultures.（分数：7.00）A.B.C.D.(3).A. Understanding different values in other cu
42、ltures well.B. Creating a multicultural environment.C. Following the value systems of our own culture.D. Teaching our customs to foreigners.（分数：7.00）A.B.C.D.六、Section C(总题数：1，分数：77.00)Nonasserters(不表达自己的人) pay for not expressing themselves in several ways. The most (36) costs are social ones. Shy pe
43、ople make few new (37) and have a hard time building friendships with those people they do meet. They often wind up feeling (38) , even in a crowd, and thus become victims of unhappy social disease of loneliness. Even when they do mingle with others, nonexpressive people are often misunderstood. Its
44、 easy to misinterpret the silence of shyness and discomfort for (39) , hostility, or snobbishness (势利).Besides the social consequences, nonassertiveness takes a psychological toll on its victims. Three (40) often develop in people who are not able to express the full range of their feelings. Some si
45、mply withdraw from any kind of (41) contact with others, taking refuge in impersonal (42) : watching TV for hours at a time, wasting all their affection on such inanimate(无生命的) objects as cars or motorcycles, becoming (43) with earning money, or distracting themselves with liquor or other drugs. Oth
46、er people deal with their improper communications by becoming cynics, claiming that people arent worth caring about anyway. A third group of Nonasserters react to their condition with despair at themselves. They claim that people are disgusting creatures and that life in this imperfect world is not
47、worth living.Reassertion also can have its physiological costs, often in the form of psychosomatic (身心的) illness. Psychosomatic disease is real: (44) . The characteristic that distinguishes a psychosomatic illness is that while the pain comes from a condition in the persons body, (45) . Unassertive
48、people often develop stress-related diseases as well as psychosomatic illnesses. (46) .（分数：77.00）(1).Nonasserters(不表达自己的人) pay for not expressing themselves in several ways. The most (36) costs are social ones. Shy people make few new (37) and have a hard time building friendships with those people
49、they do meet. They often wind up feeling (38) , even in a crowd, and thus become victims of unhappy social disease of loneliness. Even when they do mingle with others, nonexpressive people are often misunderstood. Its easy to misinterpret the silence of shyness and discomfort for (39) , hostility, or snobbishness (势利).Besides the social consequences, nonassertiveness takes a psychological toll on its vi
