第单元人力资源管理

第13单元　人力资源管理
Unit 13 Staffing and Human Resource Management

Text A

Ⅰ．课文导读

人力资源管理指根据企业发展战略的要求，有计划地对人力资源进行合理配置，通过对企业中员工的招聘、培训、使用、考核、激励、调整等一系列过程，调动员工的积极性，发挥员工的潜能，为企业创造价值，确保企业战略目标的实现。是企业的一系列人力资源政策以及相应的管理活动。这些活动主要包括企业人力资源战略的制定，员工的招募与选拔，培训与开发，绩效管理，薪酬管理，员工流动管理，员工关系管理，员工安全与健康管理等。

Ⅱ．Text

Staffing^[1]has long been an integral part of themanagement process．Like other traditional management functions，such as planning and organizing，the domain^[2]of staffing has grown throughout the years．Early definitions of staffing focused narrow ly on hiring people for vacant positions．Today，staffing is defined more broadly as human resource planning，acquisition，and development aimed at providing the talentnecessary for organizational success．This broader definition underscores^[3]the point that people are valuable resources requiring careful nurturing^[4]．The day has long passed when management could view labor simply as a commodity to be bought，exploited to exhaustion，and discarded when convenient．Global competitive pressures havemade the skillfulmanagement of human resourcesmore important than ever．

A particularly proMising development in the staffing area is the linkage of the human resource perspective with strategic management．A logical sequence of staffing activities—human resource planning，selection，performance appraisal^[5]，and training—all derive froMorganizational strategy and structure．without a strategic orientation，the staffing function becomes hap-hazardly^[6]inefficient and ineffective．

Human Resource Planning．Planning enablesmanagers to cope better with an uncertain environment and to allocate scarce resourcesmore efficiently．In recent years，management scholars have emphasized the need to plan the human side of organized endeavor:“There continues to be in organizations a failure，particularly on the part of linemanagers and functionalmanagers^[7]in areas other than personnel，to recognize the true importance of planning for and managing human resources．”

Human resource planning helpsmanagement find the right people for the right jobs at the right time．Formally defined，human resource planning is the development of a comprehensive staffing strategy formeeting the organization's future human resource needs．

Human resource planning requires a systematic approach to staffing．Staffing has suffered froMa lack of continuity as people are hired and trained on an“as needed”basis．with today's rapidly changing conditions，organizations need a foresighted，systematic approach that provides specific answers to this overriding^[8]question:“How can the organization assure that itwill have people of the right types and numbers，organized appropriately，managed effectively，and focused on customer satisfaction？”Answers to this question can be obtained through a systematic approach．First，current staffing needs are assessed．Next，future needs of human resources are forecast．Third，a comprehensive staffing strategy is formulated．Finally，evaluation and updating of the systeMare achieved by continually recycling through the process．

Selection．Management finds qualified people to fill available jobs through the employee selection process．Generally speaking，employee selection serves as the organization's human resource gatekeeper．Today'smanagers are challenged to find the best available talentwithout unfairly discriminating against any segment of society．

A person who has applied for a particular job is not necessarily qualified to hold it．Thus，a screening mechanism^[9]is required to separate those who are qualified froMthose who are not．Personnelmanagementexperts commonly compare the screening process to a hurdle race^[10]．Typical hurdles job that applicants have to clear are psychological tests，work sampling tests，reference checks，interviews，and physical examinations．Many companies have added pre-employment drug tests to this list．Importantly，Equal Employment Opportunity(EEO) legislation in the United States and elsewhere delineates^[11]whatmanagers can and cannot do when screening job applicants．

Performance Appraisal．Although formal performance appraisal systems are considered es-sential in today's organizations，they are often a source of dissatisfaction，as the following survey demonstrated．In a survey of 589 personnel adMinistrators^[12]，87% reportedly used formal performance appraisal systems，yet only 56% of those with such systemswere satisfied with them．Performance appraisal can be effective and satisfying if systematically developed and implemented techniques replace haphazardmethods．For our purposes，performance appraisal is the process of evaluating individual job performance as a basis for making objective personnel decisions．This definition intentionally excludes occasional coaching，in which a supervisor simply checks an employee's work and gives immediate feedback．Although personal coaching is fundamental to a goodmanagement，formally documented^[13]appraisal are needed both to ensure equitable distribution of opportunities and rewards and to avoid prejudicial treatment of protected minorities．

Training．There is often a gap between what employees do know and what they should know．Filling this know ledge gap by means of training has become big business．According to U．S．government statistics，American companies spend an incredible$ 30 or$ 40 billion a year on training．An estimated one-third of the U．S．work force participated in employer-sponsored training programs^[14]in 1990．As the terMis used here，training is the process of changing employee behavior，attitudes，or opinions through some type of guided experience．

Management development is themost common type of training today．Basic computer-skills training，nowranked fifth，has become increasingly important．Renewed competitive emphasis on customer service has elevated^[15]customer relations/services training to the number-seven spot．Videotape，a comparative newcomer to organizational training，has quickly become themost extensively used instructionalmethod．

After an employee has joined the organization，part of human resourcemanagement process involves dealing with human resource problems such as sexual harassment^[16]，alcohol and drug abuse^[17]，and AIDS．These three problems deserve a closer look froMa human resource management perspective．Each is a serious threat to individual well-being and organizational performance．

Controlling Alcohol and Drug Abuse．The statistics tell a griMstory about the number-one drug problem—alcohol．Serious drinking problems afflict approximately 10% of the U．S．population．About10．5 Million American qualify as alcoholics．25% of American polls^[18]say alcohol has been a probleMin their faMily．Once believed to be a character disorder，alcoholisMis now considered a disease in which an individual's normal social and economic roles are disrupted by the consumption of alcohol．Very few alcoholics are actually the skid-row-bum^[19]type; the vast majority are average citizenswith jobs and faMilies．

The National Institute on Drug Abuse“estimates that if every worker froMage 18 to 40 were tested for drugs on any given day，14% to 25% would test positive^[20]．”Compared with nonabusers，alcoholic employees and drug abusers are significantly less productive，10 times more likely to be absent and 3 timesmore likely either to have or to cause an accident．

Discouraging Sexual Harassment．A great deal of misunderstanding surrounds the topic of sexual harassment because of sexist attitudes，vague definitions，and inconsistent court findings．Sexual harassment，defined generally as unwanted sexual attention or conduct，has both behavioral and legal dimensions．Important among these are the following:

●Although female employees are typically the victims of sexual harassment，both women and men(in the United States) are protected under TitleⅦof the Civil Rights Act of 1964．

●Sexual harassment includes，but is not liMited to，unwanted physical contact．Gestures，displays，joking，and language also may create a sexually offensive or intimidating^[21]work environment．

●It is themanager's job to be aware of and correct cases of sexual harassment．Ignorance of such activity is not a valid legal defense．

Developing a Responsible AIDS Policy．The current acquired immune deficiency syndrome (AIDS) epidemic raises two critical questions formanagers:(1) How should the organization treat an individual who has tested positive for the AIDS virus？and(2) What can be done to prevent an AIDS victim's coworkers froMpanicking？

Equal treatment，education，and confidentiality are the three key components of a well-conceived AIDS policy．As stated in a report titled“AIDS:Corporate America Responds”:treatment of employeeswith AIDS should be the same as that for otherswith a chronic^[22]or life-threatening illness．．．including eligibility^[23]for the same work privileges and medical benefits．

Coworkers of an individualwho tests positive for the AIDS virus are less likely to panic if they are given the latest facts．According to the best available medical evidence，the virus is spread only through sexual contact，infected^[24]blood products，and froMinfected mothers to their unborn children．Othermodes of transmission，such as those encountered in medical and dental settings^[25]，are being investigated．Employees' fears about normal casual contact in the workplace，including the sharing of drinking fountains^[26]，dining facilities，tools，and rest rooms，are unrealistic．Organizations without a responsible AIDS policy will have to cope with an even greater problem，unwarranted fear^[27]．

Sexual harassment，alcohol and drug abuse，and AIDS are contemporary human resource problems that require top management attention and strong policies．Special care needs to be taken in each area to avoid discrimination．These three problems represent an erosion^[28]of human potential that today's organizations cannot afford if they are to achieve a competitive edge^[29]．

Ⅲ．Notes

1．Equal EMployment Opportunity(平等就业机会)．Title VIIof the Civil Rights Act of 1964 was the first federal law designed to protectmost U．S．employees froMemployment discriMination based upon that employee's(or applicant's) race，color，religion，sex，or national origin．The Title also established the U．S．Equal Employment Opportunity Commission to assist in the protection of U．S．employees froMdiscrimination．Equal employment opportunity was further enhanced when President Lyndon B．Johnson signed Executive Order 11246 on September 24，1965，created to prohibit federal contractors froMdiscriminating againstemployees on the basis of race，sex，creed，religion，color，or national origin．

2．National Institute on Drug Abuse(美国国家滥用药物研究所)．It is a component of the National Institutes of Health．Itsmission is to lead the nation in bringing the power of science to bear on drug abuse and addiction．NIDA'swork involves(1) supporting and conducting basic，clinical，and applied research across a broad range of disciplines ranging froMgenetics and neurobiology to behavioral and social science and(2) ensuring rapid and effective disseMination and use of research results to improve prevention and treatment and inforMpolicy．

3．Civil Rights Act(民权法)．The Civil Rights Act of 1964 was a landmark piece of legislation in the United States that outlawed major forms of discriMination against blacks and women，including racial segregation．It ended unequal application of voter registration requirements and racial segregation in schools，at theworkplace and by facilities that served the general public．

Ⅳ．Useful Expressions

1．fill the gap:填补空白

2．by means of:通过……方式

3．be aware of:意识到

4．test positive:检查呈阳性

5．a strategic orientation:战略定位

6．cope with:应付

7．discriminate against:歧视

8．compare．．．to:将……比作

9．on any given day:在任何给定的一天

Ⅴ．Reading Comprehension

Questions

1．What is the definition of staffing？

2．Why is the staffing function a key deterMinant of organizational success？

3．What is the systematic approach to staffing in human resource planning？

4．What types of training are usually included in the training program？

5．Compared with traditional human resourcemanagement，what are the features ofmodern human resourcemanagement？

Decide whether each of the following statements is true or false．

1．Human resource is part of the strategic planning process．Much is done in the company that doesn't involve in the planning，policy or finalization stages of any deal．　(　)

2．Themain work of a human resource department is to select skilled people for the right jobs at the right time．　(　)

3．It is unlaw ful to discriminate employees on the basis of race，color，sex，religion，age，national origin，handicapped status，being a disabled veteran．　(　)

4．A manager is effective if he or she reaches a stated objectives and efficient if limited resources are notwasted in the process．　(　)

5．Managersmake hiring and other personnel decisions on the basis of ability to perforMand personal taste．　(　)

6．A systems approach to human resource planning will help management devise staffing strategies for future human resource needs．　(　)

7．Nowadays employees are treated as valuable human resources．　(　)

8．Human resources should be categorized with basic business resources(trucks，filing cabinets，etc)．　(　)

9．Staffing function is a key determinant of organizational success．　(　)

10．There are only three human resource problems:sexual harassment，alcohol and drug abuse，and AIDS．　(　)

Ⅵ．Discussion

Should someone who has tested positive for the AIDS virus be fired？Explain．

Text B

BEC Reading Texts

PART ONE

Questions 1—8

·Look at the statements below and the five extracts about Human Resources froMan article．

·Which extract(A，B，C，D or E) does each statement(1—8) refer to？

·For each statement(1—8)，make one letter(A，B，C，D or E) on your Answer Sheet．

·You will need to use some of these lettersmore than once．

1. External factors are those outside the control of the organization．

2. In ensuring such objectives are achieved，the HR Department is to implement an organization's human resource requirements effectively．

3. In simple terms，an organization's human resource management strategy should maximize return on investment in HR．

4. Development of the individual benefits the organization，the nation and its citizens．

5. HR development is the structure that allows for individual development，satisfying the organization's，or the nation's goals．

6. Human Resources Development is a framework for the expansion of human capitalwithin an organization or amunicipality，region，or nation．

7. The analysis requires consideration of the internal and external factors that can have an effect on the resourcing，development，motivation and retention of employees and otherworkers．

8. At the level of a national strategy，it can be a broad inter-sector approach to fostering creative contributions to national productivity．

A. Human resourcemanagers seek to achieve this by successfully matching the supply of skilled and qualified individuals and the capabilities of the current workforce，with the organization's ongoing and future business plans and requirements tomaximize return on investment and secure future survival and success．

B. These include issues such as economic climate and current and future labor market trends．On the other hand，internal influences are broadly controlled by the organization to predict，determine，and monitor—for example—the organizational culture，underpinned by management style，environmental climate，and the approach to ethical and corporate social responsibilities．

C. Human Resources Development is a combination of training and education，in a broad context of adequate health and employment policies，which ensures the continual improvement and grow th of the individual，the organization，and the national human resourcefulness．

D. In organizations，it is important to deterMine both current and future organizational requirements for both core employees and the contingentworkforce in terms of their skills/technical abilities，competencies，flexibility etc．

E. In the corporate vision，the Human Resources Development framework views employees as an asset to the enterprise，whose value is enhanced by development，“Its primary focus is on grow th and employee development．．．it emphasizes developing individual potential and skills”Human Resources Development in this treatment can be in-rooMgroup training，tertiary or vocational courses ormentoring and coaching by senior employees with the aiMfor a desired outcome that develops the individual's performance．

PART TWO

Questions 9—14

·Read the text about the human resourcemanagement．

·Choose the best sentence to fill each of the gaps．

·For each gap(9—14)，mark one letter(A-H) on your Answer Sheet．

·Do not use any lettermore than once．

Human Resource Management

(9)．．．For the last20 years，empiricalwork has paid particular attention to the link between the practice of HRMand organizational performance，evident in improved employee commitment，lower levels of absenteeisMand turnover，(10)．．．，enhanced quality and efficiency．This area of work is sometimes referred to as‘Strategic HRM’or SHRM(not to be confused with the Society for Human Resource Management)．within SHRMthree strands of work can be observed:Best practice，Best Fit and the Resource Based View(RBV)．

The notion of best practice-sometimes called‘high commitment’HRM-proposes that the adoption of certain best practices in HRMwill result in better organizational performance．These practices included:(11)．．．，sharing information，self-managed teams，high pay based on company performance and the reduction of status differentials．However，there is a huge number of studieswhich provide evidence of best practices，usually implemented in coherent bundles，and (12)．．．

Best fit，or the contingency approach to HRM，argues that HRMimproves performance where there is a close vertical fit between the HRMpractices and the company's strategy．This link ensures close coherence between the HR people processes and policies and the externalmarket or business strategy．(13)．．．For example，a set of‘life cycle’models argue that HR policies and practices can bemapped onto the stage of an organization's development or life cycle．Competitive advantagemodels take Porter's ideas about strategic choice and map a range of HR practices onto the organization's choice of competitive strategy．Finally‘configuration models’provide amore sophisticated approach which advocates a close examination of the organization's strategy in order to determine the appropriate HR policies and practices．However，this approach assumes that the strategy of the organization can be identified-(14)．．．

A. Practicing good human resourcemanagement(HRM) enablesmanagers of an enterprise to express their goals with specificity

B. providing employment security，selective hiring，extensive training

C. many organizations exist in a state of flux and development

D. therefore it is difficult to draw generalized conclusions aboutwhich is the‘best’way

E. Research in the area of Human Resource Management or HRMhasmuch to contribute to the organizational practice of HRM

F. increasing worker comprehension of goals，providing the necessary resources

G. higher levels of skills and therefore higher productivity

H. There are a range of theories about the nature of this vertical integration

PART THREE

Questions 15—20

·Read the following article on the development of human resources．

·For each question(15—20) mark one letter(A，B，C or D) on your Answer Sheet for the answer you choose．

Human Resources Development(HRD) is not a defined object，but a series of organized processes．Specific interventions，areas of expertise and practice that fallwithin this definition of HRD are recognized as performance improvement，organizational learning，career management and leadership development．HRD as a structure allows for individual development，potentially satisfying the organization's goals．The development of the individualwill benefit both the individual and the organization．The HRD framework views employees as an asset to the enterprise whose value will be enhanced by development:“Its primary focus is on grow th and employee development and it emphasizes developing individual potential and skills”

An apprentice will step through the development process to become a tradesman in their field aswill awhite-collar trainee to become a professional in their field．Training will allow the individual to complete a task within their field today．Training provides，maintains and enhances skills to perforMthe job．

HRD is the framework that focuses on the organizations competencies at the first stage，training，and then developing the employee，through education，to satisfy the organizations longterMneeds and the individuals'career goals and employee value．HRD can be defined simply as developing themost important section of any business by attaining or upgrading the skills and attitudes of employees at all levels in order to maximize the effectiveness of the enterprise．The people within an organization are its HR．

Compared to other disciplineswithin Business Economics，HR Professionals have over the years in practice had difficulties in justifying HR investment，especially during recessions．This can in many ways be argued as being based on Human Capital lackingmeasurability，merely because the field has followed the measurement siMilar to other disciplines within Business Economics．Systems have arisen such as Learning Management Systems(LMS)，Human Resource Management Systems(HRMS) and Enterprise Resource Planning(ERP)．LMS has had focus on HRD，but not as an integrated part of Business Economics．

Recent innovative studies and development shows that it is possible to encompass HRD as a concept of Business Economics．The concept is called HRD intelligence．HRD intelligence focuses entirely on the behavior，attitudes，skills and know ledge．When used as a concept and a systeMHRD intelligence has the task to collect，structure，provide，promote，pull and document information，within or outside the control of the company，which all have the characteristics to have an influence on the success of the strategies of the business，and hereby support better business decision-making．

15. By the word“asset”(line 7，paragraph 1)，the authormeans_______．

A. an agent

B. an iteMof value owned

C. something useful to defeat enemy

D. economic resource

16. Which of the following is NOT what Human Resources Development focuses on？

A. Enhancing the organization's value．

B. Employees'development．

C. Developing individual potential and skills．

D. Becoming a tradesman．

17. Which of the following is the right description of HRD？

A. A series of training．

B. An framework．

C. An organized process．

D. A defined object．

18. Why does the author compare HRD to other disciplineswithin Business EconoMics？

A. To emphasize the importance of HRD．

B. To differentiate HRD froMother disciplines．

C. To reveal the difficulties of HRD in practice．

D. To analyze HRD's similarmeasurement to other disciplines．

19. Which of the following is NOT the right description of HRD intelligence？

A. It focuses entirely on the behavior，attitudes，skills and know ledge．

B. It can help employers and bossesmake better decision in business．

C. It has an influence on the performance and results of companies．

D. It is superior to HRD．

20. Why do Human Resource Professionals have difficulties in justifying HR investment？

A. Because the field has arisen many systems such as LMS，HRMS，ERP etc．

B. Because the field hasmany differentmeasurement to other disciplines．

C. Because the field lacks a certain measurability．

D. Because the systems like LMS，HRMS are not integrated in Business EconoMics．

PART FOUR

Questions 21—30

·Read the article below about the human resource．

·Choose the correctword to fill each gap froMa，B，C or D．

·For each question(21—30)，mark one letter(A，B，C or D) on your Answer Sheet．

W hat HR is About

Human resource is a terMused to describe the individualswho make up the(21)．．．of an organization，(22)．．．it is also applied in labor economics to，for example，business sectors or even whole nations．Human resource is also the name of the function within an organization (23)．．．with the overall responsibility for implementing strategies and policies(24)．．．to the management of individuals．Despite its more everyday use，terms such as“human resource”and，similarly，“human capital”continue to be perceived(25)．．．and may be considered insulting．They create the impression that people aremerely commodities，like officemachines or vehicles，despite assurances to the contrary．

Modern analysis emphasizes that human beings are not“commodities”or“resources”，but are creative and social beings in a productive enterprise．The 2000 revision of ISO 9001，in contrast，requires(26)．．．the processes，their sequence and interaction，and to define and communicate responsibilities and authorities．In general，heavily unionized nations such as France and Germany have adopted and encouraged such approaches．(27)．．．，in 2001，the International Labor Organization decided to revisit and revise its 1975 Recommendation 150 on Human Resources Development．One vieWof these trends is that a strong social(28)．．．on political economy and a good social(29)．．．systeMfacilitates labormobility and tends tomake the entire economy more productive，as labor can develop skills and experience in various ways，and move froMone enterprise to another with little(30)．．．or difficulty in adapting．Another viewis that governments should becomemore aware of their national role in facilitating human resources development across all sectors．

21. A. resource　　　 B. workforce　　　C. manpower　　 D. staff

22. A. although　　　 B. because　　　　C. supposing　　D. but

23. A. involved　　　 B. associated　　 C. along　　　　D. charged

24. A. according　　　B. belonging　　　C. relating　 　D. as

25. A. indifferently　B. negatively　　 C. strangely　　D. oddly

26. A. implementing　 B. identifying　　C. conducting　 D. assuring

27. A. However　　　　B. Anyway　　　　 C. Also　　　　 D. Further

28. A. contact　　　　B. capital　　　　C. consensus　　D. status

29. A. transport　B. security　C. service　D. welfare

30. A. controversy　B. challenge　C. doubt　D. trouble

PART FIVE

Questions 31—40

·Read the article below about applicant recruitment．

·For each question 31—40，write one word in CAPITAL LETTERS on your Answer Sheet．

Applicant Recruitment

Applicant recruitmentand employee selection forMamajor partof an organization's overall resourcing strategies，(31)．．．identify and secure people needed for the organization．Recruitment activities need to be responsive to the increasingly competitive market to secure suitably qualified and capable recruits atall(32)．．．To be effective，these initiatives need to include how and when to source the best recruits，internally or(33)．．．Common to the success of(34)．．．are:well-defined organizational structureswith sound job design，robust task and person specification and versatile selection processes，reward，employment relations and human(35)．．．policies，underpinned by a commitment for strong employer branding and employee engagement and on-boarding strategies．Internal recruitment can provide themost cost-effective(36)．．．for recruits if the potential of the existing pool of employees has been enhanced through training，development and other performance-enhancing activities such as performance appraisal，succession planning and development centers to review performance and assess employee development needs and promotional potential．(37)．．．many organizations，securing the best quality candidates requires external recruitment methods．(38)．．．changing business models demand skill and experience that cannot be sourced or rapidly enough developed froMthe existing employee base．Itwould be unusual for an organization to undertake all aspects of the recruitment process (39)．．．support from(40)．．．—party dedicated recruitment firms．Thismay involve a range of support services，such as:provision of CVs or resumes，identifying recruitmentmedia，advertisement design and media placement for job vacancies，candidate response handling，short-listing，conducting aptitude test，preliMinary interviews or reference and qualification verification．

PART SIX

Questions 41—52

·Read the text below about the definition of human resource development．

·In most lines(41—52)，there is one extra word．It either is grammatically incorrect or does not fit in with the sense of the text．Some lines，however，are correct．

·If a line is correct，write CORRECT on your Answer Sheet．

·If there is an extra word in the line，write the extra word in CAPITAL LETTERS on your Answer Sheet．

The Definition of HRD

At the organizational level，a successful Human Resources Development prograMprepares the

41. individual to undertake a higher level of work，“Be organized learning over a given period of time，to provide the possibility of performance change”．In these settings，Human Resources

42. Development is the framework that those focuses on the organization's competencies at the first stage，training，and then developing the employee，through education，to satisfy the

43. organization's long-terMneeds and the individual's career goals and employee value relating to

44. their present and future employers．Human Resources Development can be defined simply as

45. developing themost important section of any business，and its human resource，by attaining or

46. upgrading employee skills and attitudes at all levels to maxiMize our enterprise effectiveness．

47. The people within an organization are its human resource development．Human Resources

48. Development froMa business perspective is not entirely focused on the individual's grow th and

49. development;“development occurs theMto enhance the organization's value，not solely for

50. individual improvement．Individual education and development is not a tool and a means to an

51. end，not the end goal itself”．The broader concept of national and more strategic attention to the

52. development of human resources is beginning to emerge on as new ly independent countries face strong competition for their skilled professionals and the accompanying braindrain they experience．

【注释】

[1]staffing:人员编制

[2]domain:领域

[3]underscore:强调

[4]nurture:培养

[5]performance appraisal:绩效考核

[6]haphazardly:随意地

[7]linemanager and functionalmanager:直线管理人员和职能管理人员

[8]overriding:最重要的

[9]a screeningmechanism:筛选机制

[10]hurdle race:跨栏比赛

[11]delineate:描绘

[12]personnel administrator:人事管理员

[13]document:记录

[14]employer-sponsored training programs:由雇主资助的培训项目

[15]elevate:提升

[16]sexual harassment:性骚扰

[17]drug abuse:滥用药物，暗指吸毒者

[18]poll:民意测验

[19]skid-row-bum:街头流浪

[20]positive:呈阳性

[21]intimidating:令人紧张不安的

[22]chronic:慢性的

[23]eligibility:资格

[24]infect:传染

[25]dental settings:牙科器具

[26]drinking fountains:饮水机

[27]unwarranted fear:不必要的恐惧

[28]erosion:侵蚀，腐蚀

[29]a competitive edge:竞争优势