2. 外语
  3. Much has been written about the potential for management to become isolated from customers and employees. This phenomenon often

Much has been written about the potential for management to become isolated from customers and employees. This phenomenon often

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问题    Much has been written about the potential for management to become isolated from customers and employees. This phenomenon often occurs not just within top management, but also within middle management.
   I’ve seen this isolation phenomenon in many companies. The symptoms are quite apparent: Managers spend a great deal of time talking to themselves and studying operating numbers. They spend precious little time with customers or with employees, trying to understand the system of the business. And when they do spend time with them, they often do not probe deeply into needs, concerns, and opportunities. This phenomenon, often referred to as being" internally focused," can be tremendously insidious.
   Although the need for understanding and spending time with customers has been well documented, I find few managers spending time in the field. The benefits of doing so are clear. A visit with your counterparts at customers’ distribution centers, for example, not only builds relationships that can prove useful when problems arise, but also uncovers numerous opportunities to enhance your performance and deepen your company’s linkage with those customers.
   There are many ways to connect with and understand employee perspectives. Some companies have found formal sessions in which senior managers solicit ideas from employees to be very useful. These can be run either as focus groups or as structured discussions.
   Managers also should exploit every opportunity to gather organizational knowledge from employees. Some successful managers collect employees’ opinions by what often is referred to as" managing by walking around" or the" 10-minute cup of coffee. "They may, for example, go to employees’ offices and solicit, their opinions. Or at lunch or when they take a cup of coffee, they" mix with the troops" and solicit their input.
   Rather than talk about the latest game, you can solicit employees’ ideas by asking questions like: What are you working on? How’s it going? What’s good about our organization? What could be better? How could we better serve our customers or improve our processes? What do you think we Should be doing differently?
   You’ll be surprised at how valuable a" 10-minute cup of coffee" together with a brief conversation with an employee can be. It will make you a more effective manager.
According to Paragraph 3 ,which of the following is true?
选项 A、The necessity of spending time with customers has not been proved.
B、The advantages of spending time with customers are not obvious.
C、Managers may benefit a lot from pay a visit to their customers.
D、More and more managers begin to spend time with customers.
答案C
解析 根据文章第三段可知与客户交流是非常必要的，而且是十分有益的。即使是对客户的一次拜访也可能带来无穷受益。A与文意不符，本段第一句说明在客户身上花时间是必需的早已被证明。B与文意不符，本段第二句说明与客户沟通的益处是很明确的。 D与文意不符，文章说很少有管理者这样做。
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