SW Service Culture intro(仲)
Chinese_culture_中国传统文化介绍PPT课件
China is one of the Four Ancient Civilizations of the world (alongside Babylon, India and Egypt). It has 5000 year history of the development of civilization, and the only one that has lasted for thousands of years without suspension.
Beliefs are known as the conceptions that people accept as true about how the world operates and where individuals fit in.
Norms: All societies have guidelines that govern moral standards and even the most routine aspects of life.
The term was first used by the pioneer English Anthropologist Edward B. Tylor in his book, Primitive Culture, published in 1871. Tylor said that culture is "that complex whole which includes knowledge, belief, art, law, morals, custom, and any other capabilities and habits acquired by man as a member of society."
英文介绍中国文化
Edited By Juan Yong
中国 文化
Kong Fu: Strengthen body and soul
Inside Universe is the key
Speed and Strength
It’s not just a show
Oct 2011
To be known by Bruce Lee Edited By Juan Yong
中国 文化
Decoration: 4 Guard animals from God
North
West Tortoise South Tiger
East
Dragon
Phoenix
Oct 2011
Edited By Juan Yong
中国 文化
Dragon: The Totem of Chinese
Edited By Juan Yong
中国 文化
Taoism
• Taoism is the Chinese religion which believes in ghosts and spirits . It emphasized cooperation with the natural forces . • Teachings of Taoism : • Wu Wei , means ‘ actions without actions’ or ‘effortless doing’.
Edited By Juan Yong
中国 文化
Buddhism
• Buddhism has a profound influence on traditional Chinese culture ang thoughts and has become one of the most import religions in China . • Teachings of Buddha : • Life is full of suffering and suffering is caused by people’s wants .
中国文化简介(英文版)课后习题答案
中国文化简介（英文版）课后习题答案 1Chapter 1答案1.Multiple choice (choose the best answer).1)c 2) b 3) a 4) d 5) c2.Fill in the blanks.6)Sumerian, Egyptian, Chinese characters7)red, rectangular, five stars8)form, sound, meaning9)family name, the given name, xing, shi, ming, zi3.Translate the following terms into English.10)a. the Imperial palace/the Forbidden City b. nature reserve c. autonomousregion d. special administrative region11) a. the Han nationality b. ethical tradition c. social status d. Chinese character4.Explain the following in English.12)paper making, printing, the compass and gunpowder.13)甲骨文，钟鼎文，小篆，隶书，楷书5.Answer the following questions.14)Chinese characters mainly have four ways of formation, namely pictographs,indicatives, ideographs and pictophonetic.15) A person ' nsing and zi were normally given by his or her elders. Hao wasdifferent from both ming and zi in that it was chosen by oneself rather than by others. A person often had more than one hao. Hao was not used to address one another but as a signature in one' poetic and artistic works. Hao usually revealed one ' s aspirations and moral values.16) A Chinese surname is generally composed of one character or syllable, such asZhang, Wu, Li, or Yang. There are also two-syllable, three-syllable or even four- syllable surnames, such as Ouyang, Zhuge, Sima, Gongsun, Zhukehun,Buliugu, Houmochen and Jingjiangliushi.Chapter 2答案1.Multiple choice (choose the best answer).1)c 2) d 3) a 4) d 5) a2.Fill in the blanks.6)221 B.C.7)Silk Road, Chang'an, Xinjiang, Mediterranean Sea8)Opium War9)Sun Yat-sen, feudal monarchical system3.Translate the following terms into English.10)a. the Paleolithic Era b. the Neolithic Age c. slave society d. Dream of RedMansions11)a. painted pottery b. the spring and Autumn Period c. socialist market economyd. Opium War4.Explain the following in English.12)During the reign of Emperor Wudi (Liu Che, r. 140-87 B.C.), the Han regimereached the period of its greatest prosperity: The emperor conquered theXiongnu nomads, and sent Zhang Qian as envoy to the Western Regions (Central Asia), and in the process pioneered the route known as the "Silk Road" from the Han capital Chang'an (today's Xi'an, Shaanxi Province), through Xinjiang and onward, finally reaching the east coast of the Mediterranean Sea.13)During the Spring and Autumn and Warring States periods, philosophy and otherbranches of scholarship were unprecedentedly thriving, with therepresentatives of various schools vying with each other in writing books to discuss politics and analyze society. Hence the appearance of a situation in which "a hundred schools of thought contended."5.Answer the following questions.14)The Opium War was the turning point in Chinese history in that it marked theclose of the ancient period and the beginning of the modern history.15)The reason why the construction of the Dujiang Dam was so important inChinese ancient times is that it made possible rationalized irrigationsupply, flood diversion and sand discharge.16)During his reign, Qin Shi Huang standardized the script, currencies, andweights and measures, established the system of prefectures and counties, and constructed the world-renowned Great Wall as well as a large palace,mausoleum and temporary regal lodges respectively in Xianyang, Lishan andother places. In addition, the life-size terracotta horses and armoredwarriors excavated from sites near the mausoleum of Qin Shi Huang are known as the eighth wonder of the world.Chapter 3答案1．Multiple choice (choose the best answer).1.d 2) b 3) a 4) b 5) d2.Fill in the blanks.6)3000, 727)li, yi, yi8)Mo Zi9)Xun Zi, nature, materialism, atheism3.Translate the following terms into English.10)a. Confucianism b. ( Sun Wu’s ) the Art of War c. Confucian analects d. Second Sage11)a. the feudal landlord class b. conservatism c. the policy of benevolence d. the nine-squarefield system4.Explain the following in English.12)The six documents (The Six Classics) under Confucius compilation include Shi (The Book ofSongs), Shu (Collection of Ancient Texts), Li (The Rites), Yue (The Music), Yi (I Ching, or The Classic of Changes), andChun Qiu (The Spring and Autumn Annuals), which are considered as the classics of Confucianism.13)Mencius believed that human beings are good by nature. He held that this goodnessis innateand can be acquired without learning or thinking; one’ s natural goodness is presented by the exercise of benevolence, righteousness, proprieties and prudence. Evil comes into being when one rejects their natural goodness.5.Answer the following questions.14)According to Mencius, the ideal moral personality is that one should never be “ corruptedby neither riches nor honors, shaken by neither peorvty nor adversity, faltered by neither threats nor force ”.15)Han Feizi argued that human nature is basically selfish, and thus the social order can bemaintained only when the ruler imposes rules and his subjects must obey withoutquestioning and enforces them with strict punishments. As a moral and ethical system,“isrtehne ” central theme of Confucius Analects, which focuses on human love that is hierarchical and differentiated. Thus Confucius created his version of humanism. In his idea, human nature is partially good and partially evil. Based on “ ren ” , Confucoibujsected to the fantastic powers that confused the human spirit.16)As one of the greatest thinkers and educators in the history of China, Confucius contributionslie in the following three aspects. Firstly, he compiled and preserved literary works of three generations. The six documents (The Six Classics) under his compilation, including Shi (The Book of Songs), Shu (Collection of Ancient Texts), Li (The Rites), Yue (The Music), Yi(I Ching, or The Classic of Changes), and Chun Qiu (The Spring and Autumn Annuals), areconsidered as the classics of Confucianism. Secondly, Confucius established a system of philosophical thoughts with “ ren ” (benevolenaces)its fundamental virtue. Thirdly, Confucius established private schools and founded a systematic educational framework.Chapter 4答案1.Multiple choice (choose the best answer).1) d 2) d 3) b 4) b 5) c2.Fill in the blanks.6)naturalistic, primitive7)the simplicity, true nature, selfishness, desire8)Old Master9)the social order, individual freedom3.Translate the following terms into English.10)a. prehistoric times b. pessimism c. Taoism d. men-cosmos correspondence11)a. Chinese martial arts b. astrology c. Chinese alchemy d. social order4.Explain the following in English.12)compassion, moderation, and humility13)Mount Longhu (Mount Dragon and Tiger) in Jiangxi Province, Mount Qingcheng in Sichuan Province,Mount Wudang in Hubei Province, and Mount Qiyun in Anhui Province.5.Answer the following questions.14)The core of Lao Zi ' thought is "Tao'(the Way), by which he refered to the condition of theuniverse before the creation of the heaven and the earth. Therefore, it is from Tao that all the elements of the universe are derived. Reversal enables Tao to have a circular movement, that is, when the development of anything brings it to one extreme, a reversal to the other extreme takes place.15)Taoism is one of the most important religions in China, which refers to a variety of relatedphilosophical and religious traditions and concepts. These traditions have influenced East Asia for over two thousand years and some have spread to the West. As the native religion of China, Daoism, together with Confucianism and Buddhism, comprises the main body of traditional Chinese culture. Daoists, in pursuit of the ideal of becoming immortals by practicing Dao, made great efforts to transcend conventional wisdom about life and knowledge and thus helped both to define ancient science in China and to advance it through a great number of inventions. Chinese alchemy, astrology, cuisine, several Chinese martial arts, Chinese traditional medicine, fengshui, and many styles of qigong breath training disciplines have been intertwined with Daoism throughout history.16)Lao Zi ' s “ruling by non-action or inaction reflects the exploration of an intellectual forthe ultimate solution of the social order and individual freedom. His pursuit of vacuity and action through non-action echoes the reality of his time, a period torn by ceaseless wars among states. Lao Zi used the term broadly with simplicity and humility as key virtues, often in contrast to selfish action. On a political level, it means avoiding wars, harsh laws and heavy taxes. For him, it was more important to “see the simplicity, to realize one ' s true nature, to castselfishness, and to temper desireChapter 5答案1.Multiple choice (choose the best answer).1)c 2) c 3) a 4) a 5) d2.Fill in the blanks.6)the Han Dynasty, the Sui and Tang7)Confucianism, Taoism8)Wutai, the “ roof of northern China ”9)Buddhist temples, 76 temples, first3.Translate the following terms into English.10)a. Buddhism b. meditation c. Confucianism d. Buddhist temple11)a. the Great Buddha Hall b. Buddhist scripture c. joss stick d. summer resort4.Explain the following in English.12)The Four Wonders of Mount Emei are the “GolderSummit Sunrise " ：' Seof Clouds” ,“Buddha' s Halo " and the “Holy Lamp” .13)The Ten Schools of Chinese Buddhism are as follows:a.Reality School or Kosa School or Abhidharma School.b.Satysiddhi School or Cheng-se School.c.Three Sastra School or San-lun School.d.The Lotus School or T'ien-t'ai School.e.The Garland School or Hua-yen.f.Intuitive School or Ch'an School or Dhyana School.g.Discipline School or Lu School or Vinaya School.h.Esoteric School or Chen-yien School or Mantra School.i.Dharmalaksana School or Ch'u-en School or Fa-siang School.j.Pure-land School or Sukhavati School or Ching-t'u School.5.Answer the following questions.14)The cornerstone of Buddhist philosophy is the view that all life is suffering.15)the doctrine of Four Noble Truths refers to: life is suffering, the cause of suffering isdesire, the answer is to quench desire, and the way to this end is to follow the Eight-Fold Path, which consists of right knowledge, right thought, right speech, right behavior, right livelihood, right effort, right mindfulness and right concentration.16)When Li Bai, famous Chinese poet of the Tang Dynasty, was invited to Mount Jiuhua, he wasoverwhelmed by the scene of nine peaks that look like lotus blooms from heaven. Out of admiration he composed the lines: "Twcforces preserve between the World and the Heaven; Nine lotuses blossom on the Jiuhua Mountain. "Since then the mountain has been attracting men of letters throughout the ages, and thus Jiuhua obtained its fame.第二章中国文史小常识1、谥号是古代对死去的人按其生平事迹评定后，给予褒贬或屿的称号，谥号可与庙号结合，或为全称的组成部分，也可独立使用。
Bussiness Culture中文
在不同国家做生意的建议Austria 奥地利：·准时很重要·称呼奥地利商务人士时，冠以头衔如博士和姓非常重要·约会的时间不要在七八月份和法定假日Belgium 比利时：·请用法语或英语·知道Flanders 和Wallonia之间的文化差异·比利时有很多受过高等教育的人·显示自己愿意让步·不要问国家可能分离的问题，我们已经疲于回答这类问题了Belgium (Flanders) 比利时（佛兰德斯）：·和佛兰德人交流时用他们自己的语言·集中在内容上。
佛兰德人不关心形式·不在表现的交际过度Brazil 巴西：·谨小慎微-避免冒险·和可靠的代理一起工作-建立文化的桥梁·建立关系-和客户会面Bulgaria 保加利亚：·在保加利亚做生意，建议你至少要去过这个国家几次。
个人对待对于建立关系和信任很重要，如果你没能建立这样的关系，你可能会无法获得商务契约。
·作好面对官僚主义的准备。
如果你先了解“right person”，开始一桩生意会更加容易。
因此，要在地方层面建立你的关系网。
·法律保护商标、版权和专利，确保国内外投资者的公平对待。
然而，法律制度执行缓慢，所以你最好不要绞进法律争端。
Canada 加拿大：·表现开放、热情些·表现友好些·加拿大人很有礼貌，你也应该礼貌相待·加拿大人常会说许多“对不起”·品德操守最重要·注意文化差异-加拿大是一个多元文化国家·加拿大是双语国家（英语和法语）。
魁北克省主要用法语·加拿大文化多元且提倡多样性-影响客户分类和广告（如：标签应有法语和英语）·收费可以高于标准价，因为没人会报怨·正确填写你的纳税申报表·敏感地（或避免）比较加拿大人和美国人·加拿大人不喜欢被认为“就像美国人”·接受服务时付小费很正常（饭店小费为消费额的15%-20%）China中国：·关系，但不是人际网·关系影响最大·人际网很重要·人际网是生意成功的关键·和客户、政府工作人员建立良好的关系·建立关系·做生意都靠“关系”（就是关系/人际网）。
Services语义标注
这是Web Services发展的本质需要。 Web Service的功能描述，行为描述等。
行业报告 多媒体课件 友友情分享，欢迎收藏
4
Web Services的本体标注
Web Services 库
标 注 层
标注后的
Weed Web Services
行业报告 多媒体课件 友友情分享，欢迎收藏
1
Outline
Web Services的语义标注 Web Services的信息提取
行业报告 多媒体课件 友友情分享，欢迎收藏
2
本体应用
近年有关本体应用开始出现，甚至有专 门基于SW的应用。
6
利用Web Services技术在整个Web上进 行信息提取，建立自己的知识库。
行业报告 多媒体课件 友友情分享，欢迎收藏
7
服 务 服务请求
引
擎
本体库
Semantic 处理引擎
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5
核心--标注层
标注层不仅要对单个Web Services进行 标注，还要对多个Web Services可以提 供的功能进行标注，也就是Web Services组装标注问题。
行业报告 多媒体课件 友友情分享，欢迎收藏
Web Services成为技术主流之一。
总的来说，Web Services的发展得益于
Semantic 技术的发展，Web Services
的整个框架离不开Semantic驱动的数据
处理。
行业报告 多媒体课件 友友情分享，欢迎收藏
3
(SWWS) Semantic Web Enabled Web Services
中国文化 My View on Chinese Culture—Chinese Cheongsam
My View on Chinese Culture—Chinese CheongsamAbstract:Cheongsam is one of China's traditional women's dress. Cheongsam gowns originated in the Manchu-style women's clothing. In the thick atmosphere of the feudal ethical code，the curve of the female body not exposed.Cheongsam also maintained this characteristic Cheongsam is one of China's traditional women's dress. Cheongsam gowns originated in the Manchu-style women's clothing. In the thick atmosphere of the feudal ethical code，the curve of the female body not exposed.Cheongsam also maintained this characteristic.Key words: Chinese Cheongsam traditional women qipaoQipao (Ch'ipau) is one of the most typical, traditional costumes for Chinese women. Also known as cheongsam, it is like a wonderful flower in the Chinese colorful fashion scene because of its particular charm.The cheongsam is a female dress with distinctive Chinese features and enjoys a growing popularity in the international world of high fashion.The name "cheongsam," meaning simply "long dress," entered the English vocabulary from the dialect of China's Guangdong Province (Cantonese). In other parts of the country including Beijing, however, it is known as "qi pao", which has a history behind it.When the early Manchu rulers came to China proper, they organized certain people, mainly Manchus, into "banners" (qi) and called them "banner people" (qiren), which then became loosely the name of all Manchus. The Manchu women wore normally a one-piece dress which, likewise, came to be called "qipao" or "banner dress." Although the 1911 Revolution toppled the rule of the Qing (Manchu) Dynasty, the female dress survived the political change and, with later improvements, has become the traditional dress for Chinesewomen.Easy to slip on and comfortable to wear, the cheongsam fits well the female Chinese figure. Its neck is high, collar closed, and its sleeves may be either short, medium or full length, depending on season and taste. The dress is buttoned on the right side, with a loose chest, a fitting waist, and slits up from the sides, all of which combine to set off the beauty of the female shape.The cheongsam is not too complicated to make. Nor does it call for too much material, for there are no accessories like belts, scarves, sashes or frills to go with it.Another beauty of the cheongsam is that, made of different materials and to varying lengths, they can be worn either on casual or formal occasions. In either case, it creates an impression of simple and quiet charm, elegance and neatness. No wonder it is so much liked by women not only of China but of foreign countries as well.In the early 17th century in North China, Nurhachi, a great political and military strategist, unified the various Nuzhen tribes and set up the Eight Banner System. Later he led his troops into Beijing and overthrew the Ming Dynasty. Over the years, a collarless tube-shaped gown was developed, which was worn by men and women. This is the embryo of the Qipao. It became popular among the royal palace of the Qing Dynasty and the mansions of the Manchu nobility. At that time, it was loosely fitted and long enough to reach the insteps. Usually it was made of silk, and embroidered, with broad laces trimmed at the collar, sleeves and edges. The dress empresses of past dynasties wore them. Their style of dress was regarded as the highest of standards for Chinese women for several thousand years.The only medium to display the elegance of a human body is an elegant costume. Whatever costume a woman wears, in addition to magnificence and nobility, she must have a thirst for elegance or beauty. Perhaps that's the reason why Qipao was born.In the past, the collar of the costume was made high and tight-fitting to keep warm. Qipao has incorporated this feature, not just for preventing coldness but also for beauty. The collar ofQipao generally takes the shape of a semicircle, its right and left sides being symmetrical, flattering the soft and slender neck of a woman. The collar of Qipao is meticulously made, especially the buttonhole loop on the collar, which serves as the finishing touch. We can't help but admire the designers' artistic originality. The design of the front of Qipao depicts the maturity of women properly, reminding people of the line of a Chinese poem 'A garden full of the beauty of spring can not be prevented from being enjoyed.'Qipao generally has two big slits at either side of the hem for convenient movement and display of the slender legs of women. Unlike a short-length skirt, the slits of Qipao expose a woman's legs indistinctly when she walks, as if there was a blurred emotional appeal of 'enjoying flowers in mist.'Qipaos can display Chinese women's modesty, softness and beauty. Like Chinese women's temperament, Qipaos are elegant and gentle.Like other costumes, the beauty of Qipao comes first. Simplicity is one of its features from the collar, loop, chest, waist and hips to the lower hem, and a Qipao almost varies with a woman's figure. It not only lays stress on the natural beauty of a female figure, but also makes women's legs appear more slender. Mature women in Qipaos can display their graceful refined manner.Besides its simplicity, Qipao provides designers with vast, creative space: some short, some long, with low, high, or even no collars at all.Practicality always goes with beauty. Qipaos are worn in both urban and rural areas, its long-standing elegance and serenity making wearers fascinating.When wearing Qipao, women should pay attention to the match as a whole; particularly middle-aged or elderly women should do so. Hairstyles, jewelry, socks and shoes should match Qipaos properly in color and design.Today, with the development of the market economy in China, designs or styles of fashions are so dazzling as the stars that the eye cannot take them all in. As a result, people are often at a loss what to choose when facing the vast sea of fashions. On the other hand, it is just a golden opportunity for Chinese national costumes to regain their popularity. Fashion culture has become a point of intersection of social culture, reflecting economic developments, social progress and educational level. It represents people's spirit, living standards and aspirations towards beauty.Qipao, which is famous with its harmony and unity ,is known as the representative of the Chinese dress culture.It shows the elegant temperament of Chinese women, demonstrates the culture and virtuesof our nation .It creates an impression of simplicity and quiet ,charm, elegance and neatness. . It’s a magnificent rainbow of the human culture.The cheongsa m, as a dazzling exotic flower in China‘s national apparel, will not only exist in the future but also continue to be in full bloom together with the wonderful garments in the world ，because the unique beauty, demeanor, disposition and nice feelings for life it has brought to wearers can not be replaced by any other garments.I believe that the cheongsams, the Chinese national garments, will develop well and stand in the peak of the world clothing in the future.Chinese Chi-pao shouldn’t be forgotten by contemporary girls.。
微软的企业文化
微软的企业文化1975年，保罗.伦和比尔.茨合伙创建微软公司。
产品是微软BASIC，雇员为3人，当年收入16000美元。
微软公司的企业文化是哪些呢?店铺把整理好的微软的企业文化分享给大家，欢迎阅读，仅供参考哦!微软企业文化什么是微软企业文化从1975年仅有的包括比尔·盖茨先生在内的三个员工，发展到今天的大型跨国公司来说，比尔·盖茨是一个传说，Microsoft(微软)更是一个令人难以置信的神话。
优秀的企业文化造就卓越的企业，微软就是这样一个例子。
微软拥有舒适的工作环境，包括自然环境和人文环境。
大学校园叫campus，微软研究院也叫campus，这正是微软舒适的自然环境的写照。
其中包括花园式的拥有大量鲜花、草坪的园区，还有美丽的Bill(比尔)湖，篮球场、足球场更是充满了校园气氛。
舒适的自然环境为微软人提供了优雅的工作场所，成为高效工作的有力保障。
微软企业文化的特征第一，强调企业的社会责任，使命充分体现着企业的社会责任和经营意识:只有为社会创造价值的企业，才能最终得到社会的认可，从而得到持久和长远的发展。
第二，突出‘火’的贡要性，始终园绕着‘火’为设计的企业文化和战略理念:无论是企业的愿景、客户至上的理念还是企业构建的授权、团队、能力发展和学习型组织，都着眼于‘火性化”，愿景是要为人类创造方便和价值，客户至上是围绕客户价值实现而进行设计，而内部文化建设是要给成员创造提升自我和实现自我价值的机会。
围绕着人类、客户、员工，从宏观到微观，充分体现着对人的尊贡和满足。
第三，着眼未来，强调发展和创新，敢于天下先，争做第一，永远处在变革和创新之中，不断地自我批判和否定，不断地创造，实现产品和技术的进步，员工的发展，最终实现企业的长足发展。
第四，构建企业文化多维度和多层次平衡发展的系统:企业战略及口标对愿景的支撑之间的平衡;创新与失败之间的平衡;尊贡个性自由发展与团队协调发展的平衡;团队协调发展与企业整体发展之间的平衡等等。
【商务英语】企业文化（中英）（精选合集）
【商务英语】企业文化（中英）（精选合集）第一篇：【商务英语】企业文化(中英)【商务英语】企业文化(中英)【商务英语】企业文化(中英)升职？跳槽？加薪？英语口语很重要！！史上最牛英语口语学习法：躺在家里练口语，全程外教一对一，三个月畅谈无阻！太平洋在线英语，免费体验全部外教一对一课程：1.Corporate Culture 企业文化（企业个性，形成于企业生产经营实践之中，为全体员工所认同并且遵守的、带有本组织特点的使命总之精神价值观和经营理念，以及这些理念在生产经营实践、管理制度、员工行为方式和企业对外形象的体现的总和。
为企业灵魂，推动其发展动力。
有有形与无形之分。
）ϖThe personality of an organization（warm, aggressive, friendly,open, innovative, conservative, and so on.）ϖ Guides how employees think, act and feelis a broad term used to define the unique personality or character of a particular company or organization, and includes such elements as core values（核心价值观）and beliefs, corporate ethics, and rules of behavior.2.Functions of Corporate Culture企业文化的主要功能Three key functions are:ϖ Provide a sense of identity for members.导向功能：对每个员工价值取向及行为取向的导向功能ϖGenerate commitment to the organization’s mission.凝聚功能：一种价值观被员工所认同后产生巨大的向心力和凝聚力。
对服务“SERVICE”的再解读
对服务“SERVICE”的再解读零售超市是现代商贸服务业的一支重要力量，在推动国民经济发展中发挥着不可替代的作用。
尽管湖北省教育超市主要面向高校学生和教职员工，隶属于各高校的后勤集团，在体制、经营理念、经营模式、产品结构、顾客定位等方面都和外面的大型超市存在着不同程度的差异，但属于现代服务业的本质是一致的。
生活在市场经济大潮中的人们对“服务”这个词早已不陌生了，每天也在享受着各式各样的服务。
伴随市场竞争的加剧，消费者权利意识的增强，大家对服务的认识在深入，对服务的要求在不断提高。
服务本身就是如今市场竞争中的一项重要内容，对我们教育超市而言也显得格外重要，因为受条件限制，我们在经营场地、产品种类、产品结构、价格、促销活动等方面和外面一些大的超市卖场存在明显的差距，因而我们需要在服务上更下功夫，通过提高服务价值来弥补产品价值的短缺。
目前对服务的定义有很多种，而笔者也发现了一个有趣的现象，那就是把服务的英文单词“SERVICE”每个字母拆开来解读的话，可以对服务做个新的诠释，服务的涵义将得到扩展。
首先，“S”代表向每个人微笑（Smile for everyone）。
希尔顿酒店创始人康拉德.希尔顿在巡视旗下酒店时，对员工问得最多的一句话就是“今天，你对客人微笑了没有？”北京王府井大街百货大楼优秀营业员张秉贵，从业27年中，就是靠和蔼亲切的微笑服务始终赢得顾客赞誉、赢得个人和集体的无尚光荣……微笑是全世界共通的语言，对平常人来说，微笑是推销自我的一种必备神情，是保护自我、完善人格的一种良好武器，我们作为窗口服务行业的职员，更要理解微笑的意义，练就微笑服务的艺术，用微笑在超市、服务人员和顾客之间架起一座友谊的桥梁，让微笑成为留住老顾客、吸引新顾客的一把利器。
其次，“E”代表让自己成为本领域的专家（Excellence in everything you do）。
让顾客相信自己，是很多企业及其员工正在奋力追求的，而赢得了顾客的信任，往往忠诚就不请自来。
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啟示
轮流从事繁重 的工作是合理的， 轮流担任与共享领 导权是必要及明智 的，对人或对南飞 的野雁都一样。
世聯地産
当领队的野雁疲倦了，它会轮流退 到侧翼，另一只野雁则接替飞在队形的 最前端。
• Cell 的 Leader并不是固定不变的，因此。每 个Cell的成员都必须准备好有一天担任Leader 的职务……
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此次培训的内容
一、核心价值观 二、世联目标 三、重要理念
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一、核心价值观
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1、价值观
什么是价值观？ 是人们关于事物的意义或重要性的总的评 价和看法 是人们所奉行的一系列观念、信条或原则
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1、价值观
价值观 ＝ 抽象、书本化？
世聯地産
当一只野雁脱队时，他立刻感到独自飞行 时迟缓、拖拉与吃力，所以很快又回到队形 中，继续利用前一只鸟所造成的浮力。
• 愿意意接受他人的协助，也愿意协助他人。是成 功与否的必要条件。因此,每个团队的成员除了 本身的专长,还必须努力去学习別人会的技能,扮 演多能/知能的角色,才能与队友同心协力,互助 合作！
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1、价值观
它是我们每天的行为、态度的基础与根源，
价值观， 从它诞生的那一刻， 就是实用的，解决
现实问题的。
我们每天都会碰到问题、疑惑和选择。 它反映出我们对与我们生活切身相关的事
物的重要性的排序，即你认为什么是更重
要的？
它支持了我们的“取舍”→解惑。
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文化服务知识点总结
文化服务知识点总结一、文化服务的概念和特点1. 文化服务的概念文化服务是指为满足人们文化需求和提高文化生活水平而提供的各种服务。
它包括文化娱乐、文化传播、文化教育、文化体验等各种形式的服务。
文化服务以满足人们的文化需求和提高文化生活水平为宗旨，通过各种方式提供给民众，是促进文化交流和交融的重要手段。
2. 文化服务的特点（1）多样性：文化服务形式多样，包括文化娱乐、文化传播、文化教育、文化体验等形式，满足不同群体的文化需求。
（2）互动性：文化服务不是单向传递，而是通过互动的方式提供，使受众能够参与其中，提高参与感和满意度。
（3）开放性：文化服务是面向公众的，不分种族、年龄、性别、地域，任何人都可以享受文化服务。
（4）公益性：文化服务通常是以推广文化、提高文化水平为目的，具有一定的公益性质。
（5）需求导向性：文化服务是以满足人们的文化需求为宗旨，以人为本，注重服务对象的需求和利益。
二、文化服务的形式和内容1. 文化娱乐服务文化娱乐服务是以文化为媒介，以娱乐为目的的服务形式，常见的文化娱乐服务包括电影、音乐、戏剧、艺术展览等。
这些形式的文化娱乐服务通常以消费者为中心，通过吸引人们的注意力，提供娱乐和休闲的功能，使人们在享受文化的同时得到放松和愉悦。
2. 文化传播服务文化传播服务是以传播文化为主要内容的服务形式，常见的文化传播服务包括图书出版、音像制品制作、新闻媒体传播等。
这些形式的文化传播服务通过传播文化信息，提高民众对文化的认识和理解，推动文化交流和交融，促进文化的繁荣和发展。
3. 文化教育服务文化教育服务是以教育培训为主要内容的服务形式，常见的文化教育服务包括艺术培训、文化艺术教育、文化遗产保护等。
这些形式的文化教育服务通过提供专业的培训和教育，提高人们的文化素养和技能，培养文化人才，促进文化产业的发展。
4. 文化体验服务文化体验服务是以体验文化为主要内容的服务形式，常见的文化体验服务包括文化旅游、文化节庆、文化体验营等。
售后服务文化与制度
发展现代服务业，提高服务业比重和水平。
——胡锦涛总书记在中共十七大的讲话售后服务文化与售后服务制度《商品售后服务评价体系》标准主要起草人北京五洲天宇认证中心主任一、售后服务文化什么是服务。
service?为满足顾客的需要，供方和顾客之间接触的活动以及供方内部活动所产生的结果。
包括供方为顾客提供人员劳务活动完成的结果；供方为顾客提供实物使用活动完成的结果。
服务的提供涉及：——在顾客提供的有形产品（如汽车、家电）上完成的活动；——在为顾客提供的有形产品加文化理念的活动（如风景名胜区、酒楼、饭馆）；——在顾客提供的无形产品（如为准备税款申报书所需的收益表）上完成的活动；——无形产品的交付（如提供策划方案、知识传授、信息提供等）；——为顾客创造氛围与传递文化相结合的活动（如演出、节庆等等）。
什么是售后服务。
after-sale services？企业对客户在购买商品和接受无形产品之后提供的与商品属性及无形产品属性相符合的多种形式的服务的总称。
什么是文化。
对文化的解释很多很多。
我认为：习惯和规则积淀的总和就是文化。
什么是企业文化？这方面的解释和著作汗牛充栋，大家普遍认同的解释是：广义的企业文化，通常是指企业物质文化、制度文化、精神文化、行为文化和环境文化的综合与统一。
狭义的企业文化，通常是指企业的精神文化，即企业在长期生产经营实践中逐渐形成的价值观、理念、愿景、精神、道德、习惯、风尚等的综合与统一。
为方便与记忆，我理解为：企业在生产经营中习惯和规则积淀的总和叫企业文化。
企业售后服务文化是企业文化的一个重要组成部分，因此，企业在从事售后服务实践中习惯和规则积淀的总和叫企业售后服务文化。
售后服务与社会各界是什么样的关系呢？一是尤如恋爱和婚姻的关系。
售前，售中服务好比是恋爱中的男追女，女缠男，是单相思，一厢情愿的关系。
只有顾客购买了商品，接受了某项有价服务，双方才产生了“法定”的婚姻关系，企业对客户就要承担责任。
服务文化：客户关系的新视角 (9)
Culture of ServicesSession 2-3 Comparative AnalysisYutaka YamauchiKyoto UniversityComparative analysisWhat are the differences you noticed between the Italian and the French restaurant services?–Material environment–Waiter behaviors–Information provided–Service organization as a wholeItalian–No table cloth–No plates or silverware set –The waiter wears an apron French–Table cloth–Plates, glasses, silverware all set–The waiter wears a black suit and a tieMaterial environment–“Formal”–“Casual”Italian–Close to customers –Crouching down –Smiles French–Keep some distance from customers–Standing still–Little smilesWaiter behaviors–“Reserved”–“Friendly”Italian–Asking whether the first time or not–Detailed explanations about the menu–Recommendations (extra price) French–Less explanation–some hints only when customers take timeInformation provided–“Little information”–“Much information”Italian1.Bring water when guidingcustomers to a table2.Explain the menu first3.Give customers the timeto choosee back to take orders(both dishes and drinks) 5.Customers can pick upfood at the buffet…French1.Bring the towels2.Give the drink menu andtake orders (wait whilecustomers are choosing)e back with drinkse back with a foodmenu and take orders.5.Bring the appetizer…Service OrganizationItalian–Give customers little time to wait–Give customers enough time to choose French–Let customers wait for the waiter to bring menus, drinks, and foods–Stand by while customers are choosingWaiting–“Waiting at each step”–“No waiting”Italian–Friendly and intimate –Much information–Expeditious French–Reserved–Little information –Slow and leisurelySummaryThe more expensive the service is, the less service you receive.。
服务文化：客户关系的新视角 (15)
Culture of ServicesSession 3-4b Sushi 02Yutaka YamauchiKyoto University01 AS : お飲物いかがいたしまし[ょうかWhat would you like to dr[ink02 C : [ビールを[Beer please03 (.)04 AS : ビールが(.)大瓶小瓶と[ございますがAs for beer (.) ((We have)) large and small [bottles 05 C : [↑ん:[We↑:ll06 C : じゃあ小瓶で.All right then a small bottle.01 AS : お飲物いかがいたしまし[ょうかWhat would you like to dr[ink02 C : [ビールを[Beer please03 (.)04 AS : ビールが(.)大瓶小瓶と[ございますがAs for beer (.) ((We have)) large and small [bottles 05 C : [↑ん:[We↑:ll06 C : じゃあ小瓶で.All right then a small bottle.01 AS : お飲物いかがいたしまし[ょうかWhat would you like to dr[ink02 C : [ビールを[Beer please03 (.)04 AS : ビールが(.)大瓶小瓶と[ございますがAs for beer (.) ((We have)) large and small [bottles 05 C : [↑ん:[We↑:ll06 C : じゃあ小瓶で.All right then a small bottle.01 Chf : モリさんお飲み物は.(0.4)いかがいた[しますかMr Mori for drinks (0.4) what would you like [to do02 C4 : [小瓶ください[A small bottle please03 (.)04 Chf : 小瓶を.A small bottle.05 (0.2) ((Chf looks away from C4))06 Chf : [はい][Yes]07 AS : [はい][Yes]08 (.)09 Chf : 小瓶一本ですOne small bottle01 Chf : モリさんお飲み物は.(0.4)いかがいた[しますかMr Mori for drinks (0.4) what would you like [to do02 C4 : [小瓶ください[A small bottle please03 (.)04 Chf : 小瓶を.A small bottle.05 (0.2) ((Chf looks away from C4))06 Chf : [はい][Yes]07 AS : [はい][Yes]08 (.)09 Chf : 小瓶一本ですOne small bottle01 Chf : モリさんお飲み物は.(0.4)いかがいた[しますかMr Mori for drinks (0.4) what would you like [to do02 C4 : [小瓶ください[A small bottle please03 (.)04 Chf : 小瓶を.A small bottle.05 (0.2) ((Chf looks away from C4))06 Chf : [はい][Yes]07 AS : [はい][Yes]08 (.)09 Chf : 小瓶一本ですOne small bottleSummaryThe first question is difficult.–asked as soon as customers are seated–without clue, without written menu Customers reveal what kind of customers they are. –Either not so experienced customers who are unsure whether they are behaving properly, or –Experienced customers who have anticipated this question.One last remarkAre you unsure about this analysis based only on three fragments?–We collected much more data and made a systematic analysis with varied patterns. But, the important point is that we need to be able to analyze each instance of the interaction,–Without referring to the other data, which participants of this single instance have noaccess.。
w-culture
Three kinds of norms:
a. folkways, a society’s web of cultural rituals, traditions and routines. Say grace before eating thanksgiving dinner b. mores moral judgment that define wrong and right, the allowed and the disallowed, what is wanted or not wanted within a culture. Drug use; sexual promiscuity; extreme styles of dress; c. laws in highly organized societies, formalized and precisely delimited norms; the norm of reciprocity
a. Assimilation of foreign cultures b. Componets of modern Chinese culture c. Foreign cultural components in Chinese culture d.
Definitions: a. the beliefs of an individual or culture; b. a learned organization of rules for making choices and for resolving conflict; These rules are normative and teach us what is useful, good, right, wrong, what to strive for, how to live our life, and even what to die for. c. an enduring belief that a specific mode of conduct or end-state of existence is personally or socially preferable to another;
服务文化
(三人一组 ，限时： 限时：15分钟 15分钟) 分钟)
优质的客户服务应从 内部服务做起…
顾客是上帝， 顾客是上帝，而你的同事是为上帝 服务的人， 服务的人，所以要像对待你的顾客 一样对待你的同事。 一样对待你的同事。
什么是客戶服务？ 什么是客戶服务 ？
客戶服务 Customer Service
內部顾客 Internal Customer
是公司內 是公司內部的所有同事
內部顾客 我为别 我为别人做什么
公司內 公司內部的所有同事
别人为我做什么
我
我
小组讨论 小组 讨论 (2)
1. 2. 3. 4.
在公司内我为 在公司内我为其 我为其他同事做了什么 同事做了什么？ 做了什么？ 我对他们成为“ 我对他们成为“优秀客服人员 ”有何影响？ 有何影响？ 请说明公司 请说明公司中的其他 公司中的其他同事 中的其他同事为我做了 同事为我做了什 为我做了什么？ 他们如何直接或间接影响我， 他们如何直接或间接影响我，使我具备 使我具备 “优秀客服人员”应有的能力？ 应有的能力？
服务文化
何老狮 2011.5.5
…是源于转变 是源于转变中 转变中的顾客
转变中的顾客 转变中的 顾客…
顾客的转变: 顾客的转变:
时间 金钱 所见所闻 教育程度 大众传媒 竞争与选择 生活方式
对客户服务的要求: 对客户服务的要求:
• 效率 • 性价比 • 地球村 概念 • 服务质量 服务质量 • 消费者权益 • 合理化 • 不断提升
顾客
什么是“顾客” 顾客”?
外部顾客 (External Customer) & 內部顾客 (Internal Customer)
外部顾客 External Customer
中英文企业文化
企业使命：改善人类健康，传播健康文化，倾情回报社会，促进社会文明进步。
Enterprise M ission:Improving human health, spreading healthy culture, repaying to our society with our feelings, promoting social progress of civilization.企业精神：敢为人先，拚搏进取，执着努力，务实求新，科学和谐。
Spirit of Enterprise:Daring to be the first, fighting our way upward, working hard, innovating pragmatically and science harmonious.企业宗旨：与时俱进，引导潮流，开创未来，服务人类。
Enterprise purpose:Advancing with times, guiding the trend, starting the future and serving human.企业目标：行业楷模，世界品牌。
Business goals:Being the model in our industry and being famous in the world brand.企业价值观：品牌+ 员工+ 社会奉献= 企业价值。
Enterprise value:Brand + Staff + Dedication = the Value of Enterprise.企业理念：观念引导思路，思路促进创新，品质铸就品牌，效率提高速度，科学创造完美。
Corporate philosophy:Concept guides the ideas, ideas promote innovation, quality casts brand, efficiency improve speed, science creates perfect.经营战略：品牌导向，市场先驱，资源整合，协调整体，分步实施，纵向推进。
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ivan zhong
2011年7月
内容
• 喜达屋服务文化培训体系 • 服务文化在酒店中的应用
• 星声-喜达屋员工满意度调查
每年收集员工对酒店/集团 各方面的意见反馈
• GSI-喜达屋酒店客人满意度调查
每天收集客人对酒店/集团各方面的意见反馈
•自身领导 素质
•员工卓越 表现
•高度满意 的客人
-打造舒适度和忠诚度 -威斯汀的招牌用语 -丰富对话内容 -服务模拟
建立辅导文化
-培养学习的心态 -建立辅导文化
THANK YOU
• SCLU ：喜达屋关爱管理学院
转折一 •成功转变为一名主管 •主管的有效沟通 •通过管理冲突建立和谐关系 •合理决策
转折二
•成功转变为一名经理 •经理的有效沟通 •鼓励团队合作
•通过参与性的管理来激励和启发员工 •通过指导达到有效执行
•通过团队内部与外部管理达到有效执行 转折三
•成功转变为一名行政委员会成员
转折四
•引领喜达屋
•Westin® 威斯汀 •Element ® •Sheraton® 喜来登 •Four Points® by Sheraton 福朋喜来登 •St. Regis® 瑞吉 •The Luxury Collection® 豪华精选 •W® •aloft® 雅乐轩 •Le Meridien® 艾美
•忠诚度/ 长期经济效益
喜达屋之培训系统
喜达屋关爱
关爱员工 关爱客人 关爱生意 关爱社区
2001
打造世界级品牌
通过建立客人与品牌 以及酒店的情感联系， 赢得客人忠诚度。
2006
BEYOND PHASE 3 超越 第三阶段
ቤተ መጻሕፍቲ ባይዱ
SCAC喜达屋关爱审计与咨询 SCLU喜达屋关爱管理学院
PHASE 3 第三阶段
Plan计 划
PHASE 1 第一阶段
SC Guest Service Program / Care Ring 喜达屋关爱宾客服务计划/铃悦关爱
喜达屋关爱-我们独特的服务文化
明星服务标准-酒店服务的基本规范 铃悦关爱-从电话技巧体现服务品质 明星补救措施-如何处理客人投诉 明星改进系统-如何改进服务中的不足 明星顾客经历-如何制造客人惊喜，赢得客人忠诚度 喜达屋关爱管理学院-员工向管理人员发展的学堂 服务文化审计与咨询-集团督导酒店服务文化执行
STAR Customer Experience 明星顾客经历
STAR Improvement System
明星改进系统 PHASE 2 第二阶段
实施
Prepare准 备 Practice Priorities
优选
STAR Recovery
明星补救系统 (Handling Complaint) 处理客人投诉
打造世界级品牌-第一阶段
威斯汀品牌
-超越理性的忠诚 -激励我做到最好
威斯汀体验
-讯息来自万物 -丰富多彩的体验 -情感联系 -什么是我的风格 -直觉灵动的服务 -焕发活力的解决方案
引领威斯汀文化
-建立绩效文化 -建立责任制文化 -建立信任与信用文化 -建立协作文化
打造世界级品牌-第二阶段
服务文化的转变