HND商务沟通技巧outcome
HND客户服务outcome1
SQA-HND-客户服务-OUTCOME1《客户关系文化构建》英文案例中文提示Alice Hendry最近受聘成为高山酒店集团的总经理。
这是她首次受聘成为这个层次的管理者，她非常渴望能成功地做好自己的工作。
她意识到她的任务将是非常艰巨的。
但她自信：凭着从以前数次的类似经历中所获得的经验，她能迅速调动她得员工，把他们整合成一支忠于所做工作的统一团队。
酒店集团的董事会要求她提交一份报告，就她将怎样在传统的春秋淡季提升经营业绩做出详细说明。
该酒店集团有一系列的独特资源：它有150间客房，两个餐馆，两个酒吧和一个夜总会。
除此之外，它还有一个健身中心和一个游泳馆。
集团还经营有自己的运动品商店，在冬季提供滑雪用品的租售和滑雪培训课程，在夏季提供山地自行车运动设备的租售和导游。
集团还经营有高山缆车。
缆车除了冬季供滑雪者上山使用夏季供山地自行车运动者使用外，平时也向风景观光者开放。
酒店在冬夏两季的顾客通常是年轻运动爱好者。
尽管如此，Alice意识到酒店以前也尝试过吸引其他类型的顾客，尤其是在滑雪和山地自行车运动冷淡的春秋两季。
很明显，酒店以前的这种努力没有获得任何成功，虽然酒店的设备能毫无疑问的能满足更多成年顾客的需求。
Alice已经对酒店以前的这种经营失败做了一些调查，她不无担心地发现：酒店以前努力在淡季吸引更多中年顾客方面获得了一些成功，但是顾客的回头率太低，不能留住顾客。
在Alice到任第一个月末她召集了酒店集团的所有中高层管理会议。
会议讨论她对本年度淡季提高经营业绩的计划。
她建议：集团需要开展一系列拓展市场的行动来吸引更多中老年顾客；集团的员工对工作要采取更灵活的办法。
例如：有些人更喜欢比较安静的郊外散步，而不是剧烈的滑雪和山地车。
集团的健身中心为了吸引这类顾客可以相应的开展这类安静的运动项目；运动品商店可以为不具有强烈冒险精神的顾客或者在天气不好的时候提供低谷徒步团体游；Alice还觉得春季观鸟游在这里很有市场，因为她注意只要知道观察的地点，高山酒店集团所处的区域有很多罕见的夏季候鸟出现；夜总会很容易在淡季改造成舞厅，用作排排舞等健身舞活动（吸引中老年顾客），而不是仅仅局限在受年轻人喜欢的劲爆舞。
HND商务信息与通讯技术OUTCOME1
Part 1: Identify and evaluate the role of business information in decision-making.Question 1:Strategic ManagementStrategic management is responsible for making decisions that affect whole company. These decisions are generally very complex and unstructured .They make long-term decisions.Internal: The market trends. If the company can observe the index，it will understand the needs of the company ，so as to decide it will produce the products to gain more profi t.External: the staffing needs. If the ∞mpany can improve employee benefits，increase their rewards ，it will make employees have more power.Tactical ManagementTactical managers are the middle managemen t. They make medium-term de c isi o ns a忏'e c ting budget s，monit o ring oper a tions，d e v e lo p ing poli ci e s，obta in ing res o urc e s. Tactical manag e rs d ev elop tactics to ac hie ve the overall strategic aims and objectives set by the strategic manager.Internal: The budgets. If the company has a budget process，it will be able to control the budget and control the company's cash position. And the enterprise capital will become more f lexible .External: If the enterprise has the fixed suppliers，it will guarantee the quality of enterprise products and save operating time，thus enhances the enterprise the competitive ability and increase more profits.Operational ManagementThe operational manager is the first line manager or supervisor. They areresponsible for the day-to-day opera甘ons of the business.Internal: If the enterprise sta仔attendance record eve叩day，it can work outa plan for a more perfect plan according to the info rmat ion，so that employees work more e仔icient ly.External: Th e customer needs. If the enterp川se understand cus tomer needs，its products to attract customers and increase income.Senior ManagementStrategicTactical Middle ManagementOperationalQuestion 2:"Enterpri se resource planning is a cross-functional enterprise sys tem driven byan i nt egrated suite of so仕ware modules that supports the basicinterna lbusiness proωsses o f a ∞mpany." ERP gives a compa ny an integra ted real-time view of i怡core business processes such as production，orderprocessing，and inventory management，tied together by ERP applicationssoftwa r e and a common database maintained by a database managementsystem. ERP systems track business resources (such as cash，raw materials，Me n gj i e In fonnation an d Communi c a tio ns Techn o l o gy in B usiness16/ 10/ 2013and production capacity) and the status of commitments made by the business (such as customer orders，purchase orders，and employee payroll)，no matter which department (manufacturing ，purchasing ，sales，accounting ，and so on) has entered the data into the system. ERP facilitates information f10w between all business functions inside the organization，and manages connections to outside stakeholders. (Wikipedia ，2013)This information system would support decision-making at strategic levels.•ERP provides support to upper level management to provide them with critical decision making information.This decision support allows the upper level management to make managerial choices that enhance the business down the road.•ERP also creates a more agile ∞mpany that better adapts to change. ERP makes a company more f1exible and less 时gidly structured so organization components operate more cohesively，enhancing the business-斗nternally and externa11y.•ERP can greatly improve the quality and efficiency of a business. B y keeping a company's internal business process running smoothly ，ERPcan lead to bett e r output s that b e nefit th e c ompany su c h as c us tom e rs e rvi ce，and manufactur i ng."Customer relationship management is a model for managing a company's interactions with current and future customers." It involves using technology to organize ，automate ，and synchronize sales，marketing ，customer service ，and technical suppo凡(Wikipedia ，2013)This information system would support decision-making at operational levels.•Access control is crucial for the SCM too l. On the one hand，since this is team development ，may need to limit certain members of the authority;The sub-project of the especially big projects tend to be involved in outsourcing ，at the end of the alignment stage will involve a lot of different units，need more rights managemen t. Access control ，on the other hand，Me n gj i e In fonnation an d Communi c a tio ns Techn o l o gy in B usiness16/ 10/ 2013also reduced the possibility of wrong operation，indirect improve the availability of the SCM too l.•SCM tools record programs and files modified tr司ectory，track change informat i on，make the software development work completed in Baseli n e(Baseline) gradual wa弘avoiding the un c o n trolled software developme n t situation ，make development status in order."Sup p ly chain management is the management of the flow of goods. It includes the mo v emen t and storage o f raw materials ，work-in-process inventory，and finished goods from point of origin to point of consumption ." Interconnected or inte r linked networks，c hannels and node businesses are in v olved in t he provision of products and servi c es required by end customers in a supply chain .Supply chain management has been defined as the "design，plann i ng，execution，control ，and monito时ng of supply c hain a c ti v ities with the objective of creating net value，build i ng a competitive infrastructure ，leveraging worldwide logistics，synchron i zing suppl y with demand and measuring performance globally." (Wikipedia ，2013)Thi s in for m a t i on s y s tem woul d s up po rt d ecis io n-m aki ng at o p e r ation a川eve l s. .. C RM i s n ot o nl y o ne i n t he fa c e o f cus t o me r ma rk et i n g a n d se rv ic e department，also is a bus i ness departments can share information and resources pla仔'o rm for the automation work，in order to maximize the mining and coordination of enterprise resources ，expand the survi v al space and potential.•CRM is customer information into positi v e customer relationsh i p and the working process of the cy cle. Through the CRM can more trulyc omprehensive colle c tion，analysis of c ustomer information ，to pro v idecustomers with multi-angle，all-round service.Question 3:"The Data Protection Act 1998 is a United Kingdom Act of Parliament which defines UK law on the processing of data on identifiable living people. It is the main piece of legislation that governs the protection of personal data in the U K. Although the Act itself does not mention privacy，it was enacted to bring UK law into line with the EU data protection directive of 1995 which required Member States to protect people's fundamental rights and freedoms and in particular their right to privacy with respect to the processing of personal data." (Wikipedia ，2013)1 think it necessa叩for enterprises to use the Ac t.It can better protect corporatedata and information，to reduce a lot of business risk."The Copyright，Designs and Patents Act 1988 (c. 48)，also known as the CDPA，is an Act of the Parliament of the United Kingdom which received Royal Assent on 15 November 1988. It reformulates almost completely the statutory basis of copyright law (i ncluding pe斤。
HND 商务契约关系 outcome1
Case 1Q1：Maggie 没受伤，她是否有权利起诉SELLER；商品是in a sale,是否影响MAGGIE的权利？（买方和卖方的关系）A1：1，Yes, she can do that.2，The basic law is the seller violation the Implied Terms of SOGA 1979. It is include four terms.a)Section 12 SOGA 1979 Implied Terms of Titleb)Section 13 SOGA 1979 Sale by Descriptionc)Section 14 SOGA 1979 Satisfactory Quality and ReasonableFitness for Purpose.d)Section 15 SOGA 1979 Sale by SampleThis case was violation Section 14 SOGA 1979.Section 14 implied two terms: Satisfactory Quality and Reasonable Fitness for the Purpose. The major violation of this case is Satisfactory Quality.⑴The standard of Section 14 of SOGA 1979 is “that a reasonable person would regard as satisfactory taking account of any description of the goods, the price (i f relevant)and all other relevant circumstances”.⑵There are factors that are listed in Section 14 of SOGA 1979 as potentially relevant in appropriate cases:☉Fitness for the purpose for which goods of the kind inquestion are commonly supplied.☉Appearance and finish☉Freedom from minor defects☉Safety and☉Durability⑶In this case, the tumble dryer is lack of safety and durability. Maggie just bought it two months, so it still a new tumble dryer. It was caught fire. Clearly, it is lack of durability. The tumble is a latent defect in the wiring that lead to detonate. So we said it is lack of safety.3,Maggie bought the tumble dryer in a sale, but it does not diminish the buyer’s rights unless they are classed as “seconds” etc or a particular defect is brought to the attention of the buyer as being the reason for the reduction in price. Maggie did not know the bug of the tumble dryer before she buy it. So Maggie’ s rights should not be diminished.4,◎The cited case is Thomson v J Sears ＆Co(1926), the pursuer purchased boots for himself and suffered periostosis of the foot as a result of the insole having crumpled up and become knotted and nodular. It should be obvious that the boots were going to be worn as footwear.◎In the case of Priest V Last(1903),a buyer was scalded after using a hot water bottle and was successful in suing the seller onthe basis that the bottle was unfit for the purpose.Strict liability also applies and it is no defence that the seller has done all that is reasonable to avoid breach of the provision.(nao)◎In the case of Frost V Aylesbury Dairy CO ltd(1905),where the plaintiff’s wife died from consuming milk containing germs of typhoid fever and the dairy could not defend the action on the basis that they could not reasonably have discovered the presence of the virus in the milk.(pao)Q2:Charlie受伤，MAGGIE该怎么办？（the injury of Charlie）A2:1, Charlie can not impaled the seller. Because that he is not the buyer.Charlie no contractual relationship with the seller. The provisions of SOGA 1979 only apply to the buyer, not to any other people or party. He has no claim against the seller under the Act.2,There is a case that Donoghue V Sterenson 1932,Mrs Donoghue drunk some of mixture and her friend then lifted the bottle and was pouring out the remainder into a tumbler when a decomposed snail floated out of he bottle and into her drink. Mrs Donoghue suffered shock and illness as a result. She claimed damages against the manufacturer. The House of Lords ruled that the manufacturer would have to pay Mrs Donoghue damages as he owed a duty of care to anyone using his product. He had failed in that duty of care.3,Accroding to the Consumer Protection Act 1987 that the seller hasto return both the purchase price and compensate for any damage.The buyer does not have to prove negligence on the part of the seller. To the dangerous products causing damages or injury, manufacturer should assume the strict liability. Just presume fault of manufacturer.4In this case, Charlie should according to the Consumer Protection Act 1987 to implead. The process should not prove the fault of manufacturer, just mention Charlie was injury.Q3:Seller说是厂商的责任，零售商是否可以就此免责。
HND商务沟通 OCT1
Information for assessorsOutcome 1The content of the assessment text should be relevant to the vocational needs or interests of the class group. Different approaches to this Outcome might be adopted in order to develop the skills level of the class group. The use of a report similar to the type to be produced for Outcome 2 would provide a model, develop skills of summarising and encourage awareness of the impact of format and style in business communication.Reading texts could also could be used to reinforce useful underpinning knowledge for other elements of the award or to introduce themed links with Outcomes 2 and 3. It would be possible, for example, to link an article providing complex information for business travellers to the preparation for the scenario given as an exemplar assessment.The key skills required are the ability to summarise and evaluate a business related text. The emphasis on summary means that candidates will be expected to identify the main points and relevant supporting detail of content and summarise them using their own words. Evaluation will involve recognising the impact of language, format, structure and layout used within the context of the writer’s intended purpose and readership.Outcome 2Produce complex written business documents.As candidates are likely to seek employment, or currently be employed, formative work should provide opportunities to examine the many different styles and formats of‘reports’ and other business documents which are currently used in industry. What may be appropriate for some companies might not be acceptable in others, and the importance of ‘house style’ in the preparation of documents should be emphasised. Where possible examples of documents from local employers such as the council or health board should be analysed. A traditional report format may provide an excellent framework for the presentation of an analytical investigation, but any detailed and structured documents, which present and analyse information on a complex vocational issue may provide valid evidence for the Outcome. Candidates must demonstrate the ability to organise and structure information logically in a format, which meets the requirements of the intended readership.It is important to ensure that written text presented for summarative assessment is the original work of the candidate and not downloaded or copied from a textbook. Somesupervised production of material is recommended — checking early drafts of meetings documents and reports is likely to be the best way of providing support and ensuring that work is authentic. Drafting and redrafting is acceptable, as a reflection of good business practice.Access to software, including spell check and business pro-forma should be encouraged.The folio of business writing (a minimum of 1,500 words) produced could include meeting papers for Outcome 3 and reports written for this or for other Unit assessments, as demonstrated in the attached exemplar and detailed earlier in this pack. Where Unit assessments are integrated candidates must be made aware of all Evidence Requirements for all Outcomes involved.Outcome 3Organise and participate in a formal meeting.Candidates will require some background knowledge of the purposes and procedures associated with formal business meetings. Using training videos and assessing role play around case study materials based on business situations linked with other Units in the award may be an interesting way of developing oral skills. For some candidates formal meetings based around course and vocational issues may be more appropriate. An end of course review meeting with candidates may also provide evidence of communication skills, which can be particularly useful if candidates have not achieved some Outcomes at an earlier stage of the year.There should be some preliminary discussion — supported by the assessor — to assign roles and responsibilities and to agree areas for discussion, from which an agenda could be drafted. Each candidate should prepare for the formal meeting by researching an area to present as an agenda item. The chair would need to prepare information sufficient for a background knowledge of agenda items. The assessor may chair the meeting if appropriate.Working in groups of at least five members, candidates should participate in a formal meeting, present findings and work co-operatively to reach conclusions. Each candidate should write up formal supporting business documentation (notice of meeting, agenda and minutes) suitable for wider distribution. Pro-forma and support software may be used.Assessment evidence is a detailed observation checklist - an example is included, and individual support documentation, which might take the form of notes, handouts or background reports unique to each candidate’s contribution to the meeting. Any shortresearch reports produced may usefully also contribute to the portfolio of evidence for Outcome 2.A video of proceedings, if practical, would be useful as means of checking events and decisions for minutes, and would assist internal and external moderation.An example of possible assessment approaches is included in this exemplar. Assessment Task 1Outcome(s)1CoveredAssessment Task InstructionsRead the text and complete the following tasks. You may present a written or a taped oral response.1.Demonstrate your understanding of the text by identifying the key points andimportant supporting details in a summary of the text which is about one third to one quarter of the length of the original.2.Suggest the intended purpose(s) of the writer and the intended readers of the text,giving some detail to support your answer.3.How effective is the text in meeting the suggested purpose(s) of the writer and theneeds of the reader? What do you see as being its main strengths and weaknesses?Comment in detail in terms of its:∙format∙language∙structure∙layout.1.Audio conferencing can provide you with many conveniences;2.The real advantage of audio conferencing is economical;3.Two types of audio conferencing service;4.How "user meeting" is operated and the advantage of it;5. What is "being closed doors meeting" and its good points;6.The way "operator meeting" is processed and it necessarilyWelcome to the World of Audio and Video ConferencingAudio conferencingAudio conferencing keeps you in touch with colleagues, customers and suppliers by enabling you to hold meetings over the telephone, and reducing the requirement for costly and time consuming face to face meetings. It provides an economical means of arranging meetings with those who are geographically distant at mutually convenient times, and enables you to structure your meetings in a way which best suits your requirements — as wide ranging discussions or as tightly controlled presentations or interviews. Contributions can be taped to provide a record of proceedings, or for dissemination to a wider audience.The real advantage of audio-conferencing is that it does not require the purchase of any expensive, specialist equipment, and can be conducted using a standard, touch-tone telephone — including a mobile — from anywhere in the world. In most cases, the service provided is ‘secure’ with the ‘meeting room’ accessible only to participants who are in possession of the right ‘key’, in the form of a pre-allocated telephone and PIN number.Most providers offer two levels of service —‘user meetings’ where the conference is controlled by the participating individuals, and ‘operator meetings’ where a specialist operator runs the event.A ‘user meeting’, managed by the participants, is the most economical and flexible means of audio conferencing. A virtual conference room is allocated to you and accessed by the ‘key’. This service is available at any time, and reservations are not usually required. Each meeting can accommodate up to 30 delegates, who may be based anywhere on the globe!Other features which may be available to you using audio conferencing include ‘behind closed doors’ meetings, in which you can limit the number of participants, and p revent others from joining the meeting, ‘sub-committees’, permitting participants to form smaller groups and work away from the main committee, and a ‘chairman’ function, so that you can control who can speak at any given time, and ensure that participants do not all speak at the same time.An ‘operator meeting’ is an audio conferencing service managed by an independent operator, and is usually reserved for high profile conferences where hundreds, or even thousands of individuals may be involved in a single call. This type of event does require advance booking, with information on the date, time, number of participants and approximate duration being given to the operator, who will make all the necessary arrangements. The service provider can invite all the participants to the meeting, and delegates will not be charged for the call. A verbatim transcription of the proceedings can be made available, as can a list of all those ‘attending’.Video conferencingVideo conferencing has all the advantages of audio conferencing, with one important addition — the participants can see each other. Another feature which may make it attractive to the business user is that it can provide a medium of exchange for digital files in various formats, be they audio, visual, or video, even allowing participants to work simultaneously on the same file. There are a number of options open to organisations who wish to adopt video conferencing, which vary in the quality and outlay required.At the top end of the market is the video conferencing suite — a dedicated resource set aside specifically for meetings via video. Although meetings held in such an environment may be difficult to manage, and lack spontaneity, the audio/visual quality tends to be higher than other configurations.A ‘roll-about’ system is a video conferencing system housed within a portable cabinet, which can be moved to the desired location as required. Whilst they lack the sophistication of a dedicated resource, the specification can be quite high, and such a system would normally have more than one monitor, at least one camera, and audio equipment designed to deal with poor acoustics and background noise.The cheapest alternative is the desk-top camera, where individuals meet via a video link on their own computer. However, transmission times (the delay between sending and receiving the video signal) and sound quality tends to be poor, the software can be difficult to set up, and there may be incompatibility between systems. Colleagues may find activity of this nature intrusive, and in some instances, confidentiality and privacy may be compromised.Video conferencing may be between two discrete destinations (point-to-point) or‘multi-point’, involving several destinations. The latter may take a number o f forms, such as ‘voice switched’ in which the image from the speaker’s site is transmitted to all other monitors, the picture changing with each speaker; ‘chairman controlled’, in which the site which has assumed the chair is seen by all other sites, with the different speakers being seen only by the chair; and ‘continual presence’, in which allparticipants are represented on all screens via a thumbnail image, with the broadcast sound being that of the person speaking.No matter which type of technology is being used, you are making an assumption about the level of technological expertise of the user at the other end. Even the technology itself has limitations, and the planning process for deciding on the most appropriate type of technology must take into account the inevitability of down time. Its ease of use may encourage workers to ‘meet’ when a meeting is not the most appropriate use of time. However, audio and video conferencing does offer a flexible, efficient and dynamic approach to meetings whilst retaining some of the advantages of face-to-face communications.Assessment Task 2Outcome(s)2 and 3CoveredAssessment Task InstructionsOutcomes 2 and 3BackgroundYou work as a PA in the British headquarters of a large European manufacturing company. You and four of your colleagues have been given the task of planning and organising a conference for the company’s most senior British managers, together with their French counterparts, who are based in Paris.The conference, which will start the planning process for combining French and British company operations, will take place over two days in a large European city at the end of next month, and all the managers will spend the third day (which should be a Saturday) sightseeing at the chosen location.You and your colleagues should hold a brief meeting to decide on your priorities for organising this conference. This meeting should allocate each committee member anarea of research, as well as deciding on other areas on which decisions have to be made. Each group member should:Taska Draw up a notice of meeting and an agenda for the formal meeting about theconference.b Prepare an agenda item outlining information on an agreed aspect of the proposedManagers’ conference. Group members sh ould make preparatory notes to support their input and may use visual aids or distribute supplementary papers ifappropriate. The purpose of the meeting is to make a final decision on thearrangements for the Managers’ conference.c Attend the meeting about the conference and present findings to the meeting as anagenda item — each item should not exceed five minutes in length, includingresponses to comments and questions from other group members.d Write up the minutes of the meeting.e Write an evaluative report of at least 800 words outlining a proposal for theManagers’ conference, including recommendations on:∙when and where the conference should take place∙hotel accommodation∙how the managers should travel to their destination, including projected costs∙sightseeing on the Saturdayf Write a letter to the hotel chosen for the Managers’ stay, making a provisionalbooking.g E–mail or write to the Managers, outlining the arrangements for the conference.A checklist of the evidence requirements for the unit is provided. All written documents should make up a portfolio of work comprising a minimum of 1,500 words.The following is an extract from the company’s manual outlining procedures to be adhered to when travelling on company business.You will need it in order to make decisions on how and where the managers can travel.。
HND商务沟通outcome3
Summary (2)Introduction (3)Findings (3)Communication Industry (3)Low Carbon Growth in China (5)Update System with Windows 7 (6)Conclusions (8)Recommendations (8)Reference (9)Appendices (10)Appendix A (10)The analysis of all fields' ICT emission reduction effect by GeSI (10)Appendix B (11)RMB of GDP per RMB of ICT investment in OECD countries (11)Appendix C (12)Green consumer segmentation (percentage of all consumers) (12)The purpose of this report is introducing the development of Green ICT in the future and development potential. All the materials in this report is come from Internet and business report’s data analysis.More and more research indicates that Green ICT is benefit strategies for all the country, company and people, and it is benefit for environment. Green ICT is regarded as one of the effective strategies, for many firms, the operating costs savings from reduced energy consumption can leave them with more resources for other vital ICT initiatives. The reason is the more pollution, the worse influence for us. More and more government pay attention on Green ICT indicates that great majority country and people realized the pollution of earth and we need to change our life style to decrease pollution.This report suggests ways to improve company’s level on Green ICT to promote company’s long-term development. This change has improving strategies to adapt the development of society. Then, this report will analyses Green ICT in Communication Industry, Realizing the Potential for ICT enabled low Carbon Growth in China and update to Windows 7 three ways to explain the environment and the need for sustainability, Green business practices, Greener ICT and Customer demand for environment-friendly products.This report recommendation is:a.Reminds people pay more attention on Green ICTb.Promotes the development of Green ICTc.Change their represent ICT to Green ICT, such as: change system toWindows 7, improve technology so that extend product life and so on.The Future of Green ICTIntroductionThe purpose of this report to analyze the influence on company by Green ICT, evaluate the effect of Green ICT and suggest ways to improve company’s level on Green ICT to promote company’s long-term development. Nowadays, more and more person and company pay more attention on Green ICT. More industry pays more attention on Green ICT to decrease the pollution and cost, this is good for long-term development. And government published some policy to manage and decrease high-pollution industry, and limit high-pollution industry develop to protect our environment. So, Green ICT is important obviously, company need to change as Green ICT as soon as possible. The report outlines four points:munication Industryb.Realizing the Potential for ICT enabled low Carbon Growth in Chinac.Update System with Windows 7Some suggestions/recommendation is provided in this report.FindingsCommunication IndustryThe Green ICT’s communication’s most visible benefits are: the reduction in environmental negative impact and cost savings. At present, the energy-saving emission reduction strategies operated by China’s communication industry are lack of technological support, b ut developed country’s communication industry is using Green ICT technologies. Foreign country’s industry has low energy consumption, the huge role in gradual promoting is spread by the applications of ICT in several industries. Recommended energy conservation strategy for China’s communication industry can do it in the same way as foreign. We need change our communication industry strategy by the use of Green ICT and adopt some Green business practices.Recent years, government, international telecommunication organization and telecommunication operating company have researched in different industries to explore methods of energy saving energy. Industry of ICT makes a huge change in some country, ICT helps save energy and promote social development, but also raise the awareness of the role of energy conservation in new areas. Along with the voice of worldwide energy saving, more and more industry starts the research in Green ICT.Some research and date indicates that it is necessary to finish telecommunication’s energy saving.In 2008, GeSI (Global e –Sustainability Initiative) published a report “SMART 2020: Enabling the low Carbon Economy in the information A ge”, explain Green ICT has more than five-times affect.The analysis of all fields' ICT emission reduction effect by GeSIGeSI predicted that until 2020, ICT technology can reduce 15% of worldwide carbon emissions.American department of energy prove from ten years research, technology of Green ICT is more useful than technology now, and predict that until 2030, focus on semiconductor manage smart grid, electronic business, telecommunication and several field can reduce the energy consumption 25% approximately, it is nearly 27.7% of total national energy consumption offset. It is a huge contribution.All the data show that Green ICT in communication industry has a bright futureand it is benefit for environment, company can do some Green business practices on communication of Green ICT, it is good for company in long-term objective.Low Carbon Growth in ChinaLow Carbon is due to hold sustaining economic growth and controlling carbon emissions. China has recognized that ICTs can play an important role in driving low carbon growth. And they take action to reduce carbon growth to protect environment.The most serious problem in environment about earth we face is greenhouse effect, and carbon dioxide is the key point cause greenhouse effect, so we need to reduce the carbon emissions. Energy industry can take action to achieve low carbon growth:a.Develop a firm level inventory of carbon emissions, and understand therole that carbon plays in their organizations. Set down a comprehensive greenhouse gas emission targets, indentify the most effective reduction opportunities.b.Identify opportunities. Let some special staff to evaluate carbon dioxideemission and find the solution.c.Incentives staff to do work in green ways to reduce carbon dioxideemission.d.Set and manage towards to meet a reduction goal is crucial tocommunicating progress to investors and regulators, and to engaging employees, suppliers and customers.But develop low carbon growth need enough funds sustainability, so company need increase profit to develop low carbon growth and adapt long-term development and social demand. Company can increase in ICT asset base creates GDP. From the data indicates that each RMB of increase in ICT asset base creates around RMB 1.6 of GDP per year. From the chart, we know that more and more country realized that ICT can increase GDP.RMB of GDP per RMB of ICT investment in OECO countriesAnd China ranks lower globally in terms of enabling environment for ICT, company can take some Green business practices to increase company completely in long-term. China has a large space to develop in ICT about carbon.Update System with Windows 7Windows 7 is an operating system produced by Microsoft for use on personal computers, including home and business desktops, laptops, netbooks, tablet PCs, and media center PCs. It was released to manufacturing on July 22, 2009, and became generally available for retail worldwide on October 22, 2009, less than three years after the release of its predecessor, Windows Vista. Windows 7 is Greener ICT than windows XP and Vista.Windows 7 update so much system and technology, it help computer save energy and reduce pollution of carbon dioxide. Among Windows 7's new features are advances in touch and handwriting recognition, support for virtual hard disks, improved performance on multi-core processors, improved boot performance,DirectAccess, and kernel improvements. Unlike Windows Vista's many new features, Windows 7 was an incremental upgrade designed to work with Vista-compatible applications and hardware. Presentations given by Microsoft in 2008 focused on multi-touch support, an updated Windows shell with a new taskbar, referred to internally as the Superbar, a home networking system called HomeGroup, and performance improvements. Some standard applications that have been included with prior releases of Microsoft Windows, including Windows Calendar, Windows Mail, Windows Movie Maker, and Windows Photo Gallery, are not included in Windows 7; most are instead offered separately at no charge as part of the Windows Essentials suite.With the increase quality of life level, more and more people understand the important of Green ICT, and pollution of daily life is more and more serious. People realize that environment-friendly products can save energy and reduce daily pollution. To sum up, Green products are gaining in popularity among consumers:From the above chart, we can see that Green products are gaining in popularity among consumers. According to a study by Booz&Co., 10% of consumers are willing to pay a higher price for green products. And another 60% are interested in environmentally sound products, although they are not willing to pay more for them. So we need provide more environment-friendly products as customer demand.Because environment-friendly product is more and more popular, every companyand family was changing their system to Windows 7 as environment-friendly product in their computer and environment-friendly product is more and more popular. The CEO of Microsoft said Windows 7 is the most green and saving-energy system. All the system is easier to use, faster and simpler. It helps user use system efficiency and safety.ConclusionsTo sum up, Green ICT is important for the development of company. Increasing demand for Green ICT innovations will generate global opportunities for company’s ICT businesses and professionals, this is the same as company’s object and goals.Communication industry: do some green business practices as foreign country to reduce energy emission.Low carbon growth in China: to protect environment by low carbon growth in China, and take more keep environmental sustainability.Windows 7: Windows 7 is the Greener ICT than Windows XP and help user more efficiency and easy to use it and this is customer demand.RecommendationsEveryone believes that governments and company can take many actions to encourage ICT-enabled energy efficiency, clean energy innovation, and sustainable growth. Key areas that should be explored in more detail in relation to individual technologies are:a.In telecommunication infrastructure, we can do some networkoptimization to decrease energy emissions.b.In personal computers, we can improvements in power management ofPCs and update system to Windows 7, switch from desktop to laptop computers and from cathode ray screens to LCD screens.c.And extend product life is also important.d.In telecoms devices, do smart chargers and prevent electronic run off,when we don’t use telecoms devices, set low energy standby.Reference1.Baidu Library. Introduction about Green of ICT and Green by ICT.Retrieved June 5, 2013, from http: /view/3f2d064b2e3f5727a5e96227.html (2011). White Paper Green ICT, the Greening of Business (2011). Retrieved June 5, 2013, from http: /p-941614434605.html3.Baidu Library. ICT and Low Carbon Growth in China (2011).Retrieved June 5, 2013, from http: /view/35ccf3d4195f312b3169a5d7.html4. Baidu . Windows 7 (update on June 4, 2013). Retrieved June 5, 2013, from http: /view/761518.htmAppendicesAppendix AThe analysis of all fields' ICT emission reduction effect by GeSIReference: The Climate Group, 2008RMB of GDP per RMB of ICT investment in OECD countriesSource: OECD Productivity Database, September 2005,/statistics/productivity; World Bank Databank; team analysisGreen consumer segmentation (percentage of all consumers)Fig. 1: Booz&Co., Going Green – Addressing Untapped Consumer Potential In The Telecom Industry, 2009.。
HND--商务行为技巧报告_outcome1
Behavioural Skills for BusinessDE3L 35OUTCOME 1Tutor teacher:HNDCandidate Name:ID Number:Total Words:Finish Date:1. IntroductionThis report focuses on the skills of the leader. Faboil Ltd has developed into a successful organization biotechnology field, Richard is the leader of this team, he was not aware of their responsibilities and the division of work of their subordinates not clear, and so some of the problems, the report will be an analysis of the company's business behavior skills the role of managers involved in the conflict, time management, stress management, in order to solve these problems.2.0Analysis and Resolution2.1 Manage rolesHenry Mintzberg identified 10 roles common to the work of all managers. The ten roles are divided into three groups:●The interpersonal roles are the result of position he or she holds in management.●The informational roles link all the managerial work together.●The decisional roles the unique access to information places the manager at the centre of organization decision making.The three interpersonal roles are primarily concerned with relationships. For instance, Figurehead, Liaison, Leader.The direct relationships with people in the interpersonal roles place the manager in a unique position to get information. Thus, the three informational roles are primarily concerned with the information aspects of managerial work. For instance, Monitor, Disseminator, Spokesperson.The unique access to information places the manager at the centre of organizational decision making. There are four decisional roles, for instance, Entrepreneur, Disturbance, Handler, Resource Allocator, and Negotiator.In this case, Richard Cranberry is the leader of this team, he is difficult to control and manage the team, however, and this organization is very backward management approach. Richard Cranberry has encouraged his three project teams to develop new products, as quickly as possible. The leader's responsibility is to motivate and activation staffing, training, associated duties. But he was not clear about the responsibility of the leader, and the work of Joanne Carole Carole's work is not necessity. Richard Cranberry should be equal distribution of work.In this team, Richard is not associated with other departments.For the science department, finance department and marketing department, no association with each other.In a team, various departments should be contacted by the appropriate contact, so that is conducive to the development of the team, we must be engaged in the information exchange network and access the knowledge base. Thus, Richard should strengthen the interaction with other departments.Richard does not use the resources possible role in the allocation of resources, and can not provide a suitable job to the right person. Description of financial, material and human resources, distribution andsupervisory responsibilities. Depending on the sector, he should the allocate new work, and to strengthen the team spirit of cooperation among the three groups. In this case, Carole towards work dutifully, her organization has been 10 years, the other two the Team Leaders to with Carole's situation seemed to be coping better than Carole. Both Joanne and Ian sympathized, and told her that she should tell Richard that she could not cope. Carole did not really want to admit that she was unable to cope. Further consideration, she gave Richard some suggestions, but that meeting Richard but please long-term sick leave. She told the HR manager Colin Meed, about the status quo, let her do Acting Executive know Richard. A negotiation must have clear aim to discuses, and do many prepare work, you need to consider in advance they said the proposal is adopted, and whether the other side of the negotiations can be time presence.2.2 Assertiveness skillsAssertiveness is an umbrella term it is more concerned with the judgment, action, decision making and modification of manager's integrated ability.Aggressive people may upset others. This may lead to others avoiding them or escalating the conflict. This can affect communication, company image, relationships, and stress. They may also get upset with themselves afterwards if they have lost their temple -often aggressive people cannot control their aggressive.Submissive people may avoid dealing with issues.0ther may get frustrated with them or trample over them .This may lead to resentment, reduced self-esteem, and stress.Assertive people develop positive relationships with others, as they will try to consider other viewpoints as well as presenting their own viewpoint in a clear way. They will seek to work with others but will also stand up for themselves. This can lead to better self-image and reduced stress.Bill of rightIn this case,2.3Conflict in the workplaceConflict is process which begins when one party perceives that another party has negatively affected, or is about to negatively affect, something the first party cares about.Conflict between Carole and Joanne. It belongs to interpersonal conflict. Carole asked Joanne, network analysis, is to take over because she thought it was Joanne expertisefrom a moral perspective, Joanne refused to take on additional workload because she thought she was being undertaken Richard asked her.Source of conflict in the workplace have different goals, different time frames, different relationships, unequal distribution of power, unclear roles and responsibilities, as well as a limited number of resources.Carroll conflict because different goals. Incorrect authority Richard led to a clear role conflict leads to a great extent.As a result, to reduce individual and organizational performance, damage to physical and mental health, and increase the high stress levels and poor work attitude, damage to personal and working relationship between each other.Dealing with conflict can ignore the conflict, the conflict continues, to reduce or contain the conflict, conflict resolution, and to prevent the conflict in the first place. Communication with Joanne Carroll should perform; they can hold a meeting in order to solve this problem.2.4 Time ManagementTime management is about our use of time in relation to what we want to achieve. Typical time stealers are that searching for things or people, longer travel time, correcting mistakes, doing unnecessary activities, interruptions, changing priorities, unable to say “no”, waiting, clutter, procrastination.Carol decision, due to the lack of communication of information, and other stakeholders, we must change. This is a steal to correct the error. She is doing unnecessary activities, because she had received a lot of workload, she could not cope. She could not say "no". There are wastes of time to interrupt her. After save notes staff interrupted her work.她应该设置优先级的紧迫性和重要性，并确认她的工作。
HND_商务沟通_outcome1
Assessment task 1Access the White PaperGreen ICT---The Greening of BusinessSkim the report briefly to get a sense of the topic and viewpoint, then focus on reading Section 3-3.1 of Green ICT in the Office.访问白皮书绿色信息通信技术——绿化业务脱脂报告简要地得到了人们的主题和观点,然后专注于阅读部分3 - 3.1绿色信息通信技术在办公室。
3.1 Green ICT in the office3.1.1 Energy-efficient use of equipment and use of energy- efficient equipment.Each and every office desktop offers opportunities to save energy. This involves both energy-efficient use of equipment and the use of energy-efficient equipment.3.1绿色信息通信技术在办公室3.1。
1节能设备的使用和使用节能设备。
每个办公室桌面提供了机会来节约能源。
这涉及到两个节能设备的使用和使用节能设备。
Leaving a copler switched on overnight uses as much power as it takes to make 1500 copies. [Experton].离开一个copler开启一夜之间使用的电力相当于让1500册。
[Experton]。
Even without deploying any new technology, significant savings can be realized by encouraging office workers to change their habits. Company policies can be contribute: for example, through the use of hibernation mode and power-management software for hardware, duplex printing, and generally avoiding unnecessary printouts.即使没有部署任何新技术,可以实现节约大量通过鼓励办公室员工改变他们的习惯。
HND商务文化与策略-outcome5
1: (1) Some market/industry knowledge is necessary to AG managers. By environmental research, we could clearly know the trends of market and the need of consumers. And by investigating the consumers, AG Company will realize the game worlds must react in a realistic manner and expectations of appearance, movement and behavior has raised the bar in terms of graphic believability and authenticity. When the managers have collected this information from consumers, AG Company would make the right decisions for the future development. They would focus on the new technique research and development and improving the staff skills. Therefore the market/industry knowledge is full of importance and it could affect the future and development of AG Company.(2)When AG Company carries out a strategy, they should ensure that AG Company has enough resource and capabilities, the reason of which is that enough resource is the requirement when do the researching and developing of new products and service. In AG company, production cost and technological cost have risen most sharply in relation to graphics as HD gaming requires large scale investment in staff and equipment., therefore , AG Company should add the investment capital in production and technological to meet the ever-growing demand of new production and services.(3) Managers responsible for ensuring that staff and their work together has sufficient information to be able to get the job done. Is determined by the nature of management responsibilities, information transmission channels other working groups within the information delivery center managers both the unit, but also the organization. People throughout the organization depends on the management structure and managers to acquire or transmit the necessary information to complete the work.(4) AG Company managers first provide evidence to prove the advantages and benefits of change, the enterprise and peers, compared with competitors, to stimulate the sense of competition staff, so that they have a "change is the only way out" of consciousness, to assess the business situation of enterprises, so that they understand the actual situation of business operations, open horizons of employees, so that they clearly feel more energetic in the family, vigorous enterprises is how scenes. To help them realize that they directly or indirectly in the change in available income, tounderstand that they may assume new roles, we need leadership and hard to pay.2: When business is change strategy, they would have some factors effect on business, such as social responsibilities, business goals, environment, stakeholders, organizational culture,(1): AG Company is mainly about a game company; therefore they should take the responsibility to children or teenagers. AG Company should take some methods to limit the hours for the game and AG Company must ensure the game content is positive and healthy.(2): Business goal is the second factor could affect AG change management. AG Company’s goal is that it will focus the innovation, quality and excellence in the future. To achieve this goal, they will improve the technique and train the staff skills and to be creative.Environment factor also will have an effect on business management, including the market trend, consumer demand, and level of income. The up-to-date technology software must become future software market trend. And there will be more and more target consumer with high income to buy specialized and custom products. So AG’s managers should focus on researching and developing to make innovation on the new product.3: According to the research, Lewin thought everything under a pair of opposite force and it keeps balance. Driving force is a force of push things change, restrained force is forces to keep the original state. The change is happen when the driving force exceeds restrained force and the balance is broken.In AG Company, there are driving force and restrained force.AG Company’s driving force comes from the pressure from competitors, such as Microsoft and Sony. If AG Company wants to make progress under the huge pressure, AG Company should retrain the personnel, changing markets, extend the lifecycle of product, changing the employee into the hard working nature, establish the global view of market development, social transformations, increased competition, newtechnology, management leadership change, new products and services, which will help AG Company make great achievement.The restraining forces are from individuals: fear of status, loss of status, inertia (habit), and fear of the unknown, loss of friends. From organizations: strength of culture, rigidity of structure, lack of resources and contractual agreements. If AG Company wants to gain next strategy, it should continue to use the cost focus strategy. And it will cost too much change the company’s strategy from cost focus into the differentiation, so it’s necessary to find reliable investor to help AG Company accomplish this huge change4: When AG Company has decided to make a change, it would meet some resistance. There are six approaches to overcome this resistance such as the education and communication, participation, support and guide, negotiation, manipulation and co-opting and coercion.AG Company could use the participation, education and communication, support and guide methods to overcome this resistance.Participation means that company should let it most staffs join the change because. In AG Company, staffs all have passion and are skilled in the development of software, so the staff could give more useful suggestion about research and develop unique production and service. And they know more information about the need of consumers; they could give the manager more information.Education and communication is also a key factor to overcome resistance. If staffs could clear decision and have no misunderstandings with upper level, the resistance will be subsided. Therefore AG Company would select and use the skilled staffs and arrange the training to new staff. And manager should often have a word with the veteran and old staff about the development of company, then it will helpful to deal with some serious problem, then help company minimize or solve the resistance to changes.。
HND商务沟通技巧报告
Communication: Analyzing and Presenting Complex CommunicationOutcome 1DE3N 34Candidate name:Class and Grade :REPORT ON CUSTOMER SERVIC IN CAMBRIDGE UNVERSITYTABLE OF CONTENT1.0Introduction (1)2.0Procedure (1)3.0Customer care (1)4.0The teaching system of school (1)4.1The teaching facility (1)4.2Teacher resource and quality (2)4.3The library of school (2)5.0 The life in the school (3)5.1 Canteen (3)5.2 Dormitory of school (3)6.0 The entertainment of school (4)6.1 Sports (4)6.2 Activity and amusement (4)7.0 Conclusion (5)8.0 Recommendation (5)9.0 Bibliography (6)10.0 Appendixes (6)1.0IntroductionThe aim of this report is to describe the customer service in Cambridge University. The objective of the report is to improve the customer service of Cambridge University and do assessment of customer care.The readership of the report are the people who working in Cambridge University.This report will cover 4 parts. They are the definition of customer care, the research sections, conclusion and recommendation.2.0ProcedureIn order to collect the information to produce this report, the internet and various search engines have been used to access the customer service information of Cambridge university, this is the most effective way of obtaining the up-to-date information needed. Also the questionnaires have been used in this customer service resreach.3.0Customer careA customer care is the way to improve customer satisfaction. The customer care could response customer’s request. In university, the students are the prime customer. As a student, the most important aspect for them is study, so the investigation divided into3 sections, including: study, life and entertainment.4.0The teaching system of school4.1The teaching facilityThe three major campuses include more than 180 teaching rooms. These range from collaborative teaching and learning spaces to seminar rooms and traditional lecture theatres. Computer laboratories, rooms and practical training areas cater for specialised needs. Large lecture theatres are fitted with a range of modern teaching technology tools. Video-conferencing is also available in selected rooms. In the Cambridge University, t he University’s innovative Collaborative Teaching and Learning Centres (CTLC) add new dimensions to available teaching spaces. The Centres are equipped with state-of-the-art audiovisual teaching equipment and consist of a series of spaces that allow for group work, teaching, photocopying, printing and recreation. The Cambridge University anticipates and responds to student learning and research needs, producing positive graduate outcomes and providing the information infrastructure necessary for leading-edge research activities.4.2 Teacher resource and qualityThere is no doubt that teacher resource of Cambridge University was the most excellent one all over the world.There are 1,000 teachers and 1,000 visiting scholar worked in Cambridge University. Cambridge has 16,900 students consist of 6935 postgraduates (72% of postgraduates come from other university and 42% of postgraduates are Foreign students).The school has its effective management team. The President of C ambridge is queen’s husband-- prince Philip Calendar , has an Assistant Director for routine .The achievement of Cambridge University is great and there are78 people who from Cambridge university won the Nobel Prize4.3The library of schoolThe library of Cambridge university plays a essential role on the university life of students. The library offered student diverse services and satisfied their wants and needs.There are several imaging services which provide in Library of Cambridge University, they are included that scanning, photocopying, single image capture, conservation stand capture and image reproductions on microfilm.The University Library has its loans called ‘Inter-Library Loans’ which offers access to material not held within Cambridge University but supplying material from other libraries( British Library and other Libraries within the UK and overseas).5.0The life in the school5.1CanteenIn Cambridge University, there are 5canteens inside school area and there are also 46 restaurants opened for the students. From the research of the canteen, most students think that the average prices of the canteens are reasonable and tend to cheaper. The canteens sell various foods to students thus the students have lots of different choices for their food. The atmosphere of the canteen is cozy because of the tidy clean facilities and the quiet environment. And the space of canteens is commodious enough. The most important one is that the attitudes of service are very good, because of the well-training staff with technical skills and serve awareness.5.2Dormitory of schoolCambridge University was the first one which has its dormitory and Residential regulation in UK. The student could chose school apartment or local family for accommodation.All of students must abide by the British government department of health, social services and fire prevention safety regulations and the management of school. Alsothe staff of dormitory would do their duty responsibly and the student would be willing to support the works of staff. This could ensure that all students are in the safe and healthy environment and get good care.The student's dormitories including Highfield House, Highfield Lodge , Hamilton Lodg, Highfield House and Highfield Lodge. Hamilton Lodge located in Cambridge city and the center of the Cambridge University. It also located in the most prosperous region of the university. This dormitories distance school and the railway station probably all for road in the half, and there provide single dormitory or two people the dormitory.The distance was close from dormitory to teaching building. The students could walk or cycling to library or teaching building within 10 minutes.6.0 The entertainment of school6.1 SportsThe students in University of Cambridge are keen to do sport , thus the University of Cambridge offer the abundant equipments and gymnasiums ,the school also owned its own basketball team , football team , fencing team and so on. If the students who want a perfect bodily form and become more healthy can go to the Fenner's Fitness Suite .In addition, the student can obtain the opportunity to experience military life from the Cambridge University. Through the Military training, students can gain the strong physique and professional skills of survival and self-help.6.2 Activity and amusementAll the staff of this university can free use the sport equipment and gymnasium. The Cambridge Museums and Galleries, Cambridge Cinemas, Music Venues in Cambridge and Cambridge Theatres enriched staff’daily life. Furthermore, the university often provide the chance of travel to their staffs . That could relaxed theirbody and mind.The teachers and students attend to many sorts of activities organized by the university or student union.There are many societies for the students. Especially the student union, have their own societies which provide services to their members. The members can use the facilities and sports field for amusement. The University's Museums and Collections also hold some exhibition for students who are interested in art or classical civilizationThere are 107 societies in Cambridge University which consist of the societies of Community and Charity, International, Literary & Arts, Music and Science and technology, etc.7.0ConclusionThe customer service of Cambridge University is satisfied. The students is positive to support the work of school and give some advices to improve the quality of school work.According to the research and the response from students, the advantage more than weakness, the positive influence over the negative impact, in a word, the customer care in Cambridge University is successful, but also have some weakness should be overcame.The weakness of customer care of school including:The broken teaching facilities are not repaired in timeThe students do not know how to use the facilities in library. Such as the copy machine, search engine and etc.8.0RecommendationThe research had done in the Cambridge University, according to the feedback fromstudents and the analysis of questionnaire survey, the students give some advices below:Firstly, the activities of entertainment should be increase and the plan of activities should be deliver to everyone effectively in the schoolSecondly, the old teaching building should equip some multi-media such as projector and computer.Thirdly, the school should provide more single room for some particular student.Fourth, the opening time of canteen and library should be extended more.Fifthly, the teaching and sport facilities should be repaired in time.9.0BibliographyWebsites:/wiki/University_of_Cambridge//index.html10.0 AppendixesAn questionnaire about apartment of Cambridge University[Satisfaction: 5 Normal: 4 not satisfied: 3 poor: 2]1.Quarters are satisfied with the internal space? (The number is too many)A. 5 50%B. 4 10%C. 3 20%D. 2 20%2. quarters hardware facilities satisfactory? (Air conditioning, bathroom, beds, balcony)A. 5 70%B. 4 10%C. 3 10%D. 2 10%3. quarters on how cost-effective broadband network? (Price, speed, service)A. 5 20%B. 4 10%C. 3 30%D. 2 40%4.accommodation satisfactory? (Price)A. 5 30%B. 4 20%C. 3 40%D. 2 10%5.of the quarters are satisfied with the security situation? (Secure channel, fire equipment, dorm Chaqin)A. 5 30%B. 4 40%C. 3 20%D. 2 10%6.heating in winter quarters, how? (24-hour heating, temperature)A. 5 50%B. 4 10%C. 3 20%D. 2 20%7.quarters surrounding environment? (Diet, quiet)A. 5 60%B. 4 20%C. 3 10%D. 2 10%8.accessibility of location? (School, attendance, meals)A. 5 70%B. 4 10%C. 3 10%D. 2 10%9.services provided to dorm? (Newspaper subscriptions, weather, cleaning services)A. 5 80%B. 4 10%C. 3 5%D. 2 5%10. living quarters for now satisfied?A. 5 90%B. 4 6%C. 3 3%D. 2 1%。
hnd商务沟通outcome1答案
SummaryThe article mainly explains the workforce management should change in now. It can’t just depend on traditional management approach. With the development of Globalization, culture different become animportant element to influence the leadership, management and strategy. The smart manger should learn and understand it.The article has four mainly parts, cultural blunder, embarrass the leader,localize, localize, localize and a 'United Nations Approach'About cultural blunder, it explain the cultural blunder make thecompany faceserious problems and potential problems. In the example about “EraseMan”, the company leader did not consider the cultural different, so it cause cultural gaffe. It makes Asian staff feel confused and annoyed.Other manufacturers worldwide will face much more serious consequence, if they don’t know the different customs. Meanwhile, Multinational companies also face workforces that place different values on workplace benefits. For example the IBM report and Big Blue's Global Human Capital Study 2008 provide more evidences.About embarrass the leader, it points the leader should make staff acceptleadership roles, it need coaxing and encouragement. Some cultural is more comfortable to solve problems rather than depending on other cultural. For example leaders should encourage Asian staff to use this form of reporting which can embarrass leadership. And the safety is aproblem. In differentcountries safety standard is different, some developing countriessafety standards may be lacking.About third part, the mainly idea is localize. The PPG provides the direction to the foreign staff. The autonomy has been given in each regional operation in the dicision process. And it provides intense training to low-skilled workforces. Onsite and online training courses both are included. It can help the company’ developing countries get knowledge from mature regions. It also helps PPG's offshore workforces understand the strategy, standards and protocols of the company for each respective region.In the last part, it emprises cooperation. It points Guardian has created a companywide "United Nations" which will hold twice meeting one year. It can make local staff help foreign employees operate successful. And W.R. Grace has a similar program. The conference can boost morale and reduce the conflicts between the staffs that come for different contraries.For example the Germans and Americans have different communication approaches, and the company approve method to make they understand other contrary consumer.In short, the culture has become an importantfactor in the management. The manger should learn, understand and use it to make the management to be successful.Intended readersThe mainly intended audiences for the article seem to be the people who work in administration or management in multinational companies. It includes manger, CEO or shareholder. Especially those often involved in international business.The article points the importance of the culture in the management.It can give the leadersome useful imaginations about the strategy decision. The staff work in multinational companies will have interest in the article. Especially some staffs who work in foreign trade department. The article can help the staff understand the culture different of foreign countries. And understand other foreigner; it can help them work well. The teacher who teaches communication can use this article and, the article can help the students understand better. In fact the article is easy to understand, general public would read the article.However, if the writer gives more detailed examples, it will havea wider audience.PurposeThe article has two purposes, provide some examples to describe the importance of culture and make the reader accept his ideas.For examplein the begin of the article the author points understanding the culture is important. And it lists many examples to emprise the idea in different aspects. There is not many personal opinions. The author explains how to deal the cultural difference in management correctly thethrough the examples.So the mainly purpose is to inform not to persuade.LanguageThe language is basically semi-formal, easy to read. The sentence structures and vocabulary is easy to understand. There are noerrors on spelling and punctuations. And the grammar is right. The sentence general has about 20 words, and the sentences have different lengths.But there are some long sentences,difficult new words. It is hard for reader to understand.However there are some contractions such asisn't,wasn't and that's. The article is expressed clearly and objectively. It mainly uses the third person.StructureThe structure of the article is confusion. It includes introduction and contents. Introduction is explained in the start of the article. The contents follow the introduction including four parts. But in the end of the article, there lack the conclusion. And the article lacks continuity;there was little connectionbetween some paragraphs.The main ideas are not explain in the beginning of the each paragraph, thereare examples in the start of each part. The main ideas usually present in the middle of the paragraph. It will make reader feel confusion.Layout●The layout is clear and acceptable.There isparagraphspacingbetweenparagraphs. Margins are equal on all four sidespreventing this text overcrowded. There are title and sub-title;it could be added to attract the audience’s attention.And title,sub-title and text use correct forts. The title and sub-title useboldface to attract the audience’s attention,help the audience skimand could have increased visual impact. The title size is biggerthan the sub-title,and the sub-title is bigger than text. Type size of12 point is acceptable. The use of one type of fonts lacks variety.●。
(完整word版)HND商务文化与策略-outcome3-4
1：(1) Market PenetrationHere we market our existing products to our existing customer groups. This means increasing our revenue by, promoting the product， repositioning the brand， and so on。
However, the product is not altered and we do not seek any new types of customers. It involves an increase in sales of existing products to existing markets-selling more of the same to the same people. It has two methods； the first one is using the existing product break new market to penetrated， the other is offer new products to existing market to penetrate。
This strategy has the lower risk and don't need more investment。
It is suitable for the product being in the growth process, when the market is not saturated the business would growth in the market and increased volumes lead to economies of scale, especially for some business which not have some clearly goals and development strategies。
(完整word版)HND商务文化与策略outcome3
a. Strategy is getting it right and doing it right。
It is very important to organizations. Choosing strategy is direct effect organization’s development and future. And every strategy have advantages and disadvantages，so in the different complex situation, we can adopt different strategies to solve problems。
Now I will choose four possible strategies which the organizations may adopt。
The first is cost leadership strategy. Cost leadership is the low—cost leader in any market gains competitive advantage from being able to produce at the lowest cost。
Company can use low cost strategy defeat the competitors among the marketing environment.The second is differentiation. A competitive strategy that allows a company to sell its products for a premium price. This emphasizes creating superior products, products with unique or more desirable features or design。
hnd商务行为技巧报告
hnd商务行为技巧报告hnd商务行为技巧1最新20151. Management theory and leadership theory Applied in analyzing Jess’s role as manager of the Customer Engagement team.a) In terms of the management theoryAnalyses jess’s role as manager of the Customer Engagement team using appropriate management and leadership theories.According to Rosemary Stewart state that the reality of what managers do . Rosemary Stewart’s study that used three –part classification for analysis of job include that “the demand of the job”, “the choices available”, and “the constraints of the job”.The demand of the job, that is to say, what must Jess do? Jess should establish object and control staff and performance. As shown in the case, as a new manager Jess has only limited experience andability to manage team. Hence, Jess often patches to help her team member which lead to she focus some day to day issues. She should improve her manage ability via communicate and share experience with Jack. What’s more, she should fully chat with the team member particularly Richard and Abad about work performance.The choices available, In other words, there are something Jess can do with her power. Jess has power to manage two teams and coordinate the staff’s relationships. However, due to she has a poor management ability, what’s more, the employees think that she has a little experience, therefore, the staff didn’t obey her order. She should improve her management ability, and coordinate the conflict between the organization and the staff, and then make the employees trust and respect her.The constraints of the job, namely, the limits on what the Jess can do. As we can see from the case, the seniormanager didn’t approve her abilities, Jess and senior management to communicate her ideas and thoughts, make Top learn more about her ability and the next solution. On the other hand，Jess didn't get subordinates the respect, trust, and recognition. Therefore, Jess should always work together with the team members which lead to familiar with each other to build trust relationships. So that employees understand jess, obey jess words.b) In terms of the leadership theoryJess is a manager at the same time as a leader. Hence, John Adair’s function approach is suitable for the Jess. John Adair aims at effectiveness of the leader depend on three aspects: Task needs, Team needs and Individuals needs.At the first, although the Jess has clear plan for the long term develop and create new operational system. As a result the divisions within the team were maintained and there was very little movement which lead to the work is hardto impose. Hence, Jess should reinforcing the structural divisions and effective communication with team member for specific work. Secondly, Jess’s team is lack of cohesiveness and morale which due to the team is new building. So, Jess should organize more activities in the team which help to increase the cohesion among employees and more effective working. In final, Jess should consider every team member about personal issues, conflicts and individual motivation. For instance, Elspeth is a positive and aggressive staff and frequent absences. Jess should in-depth exchanges with her and find out why and help solve absenteeism.篇二：大三HND 商务行为技巧1Leader: Richard cranberry has encouraged his three project teams to develop new productions. But Richard doesn't know about theleader's duty, and gives the Joanne's work to Carole, which addsCarole's work unduly. Duties are at the heart of the manager-subordinate relationship and include structuring and motivating subordinates, overseeing their progress, promoting and encouraging their development, and balancing effectiveness. He should distribute work equally.Liaison: Richard can't associate with other departments. Describes the information and communication obligations of a manager. One must network and engage in information exchange to gain access to knowledge bases. So Richard should enhance the interaction with the other department, which is beneficial to team development.Resource Allocator: Richarddoesn't use resources possibly, and can't provide a suitable job to the right people. Describes the responsibility of allocating and overseeing financial, material and personnel resources. He should allocat different new work according to the different departments,and strengthen team spirit among the three groups.2 Assertiveness is a way of thinking and behaving that allows a person to stand up for his or her rights while respecting the rights of others. Through the acts in this case we can find Carole is a confident person.Firstly, Carole had never been asked to attend seminars as an ambassador of Fabio, nor had she been asked to negotiate with experienced staff and suppliers over the organization’s product range. Carole did not understand her own ability, so she would not like to admit that she could not handle the work, which makes her have to spend much time to deal with the work and almost have no time to rest and do some other things, and makes her feel pressure. Carole should say no. When Richard gave her the extra workload, she should tell him that she was not so professional, so that Richard can assign appropriate work to her.Secondly, Carole knew Joanne specializes in network analysis, she was very angry, and asked Joanne to take over the work of the network, but Joanne refused, which expand the rift between them. She can ask Joanne to help her, but not with the attitude of the command, because it is not the responsibility of Joanne. If Carole wants Joanne to take over the network analysis, she must tell Joanne if she gives the work to her or not before the communication. Otherwise, she let Joanne take over her job; she should tell this to Richard, to make Richard distribute the work efficiently. 第三：She lacks of effective communication. She lacks of the communication with her staff face to face, she asks them to leave a piece of paper when they have any comments, and she will solve it.。
HND商务沟通技巧outcome
商务沟通技巧报告outcomeCommunication:Analysing and PresentingComplex CommunicationUnit Student GuideDE3N34Outcome2Contents1.0Introduction32.0Procedure33.0Customer service33.1What is customer service?34.0Daily life3 4.1Dormitory4 4.2Canteen44.3The university hospital55.0Teaching and studying55.1Facility5 5.2Teachers strength6 5.3Professional curriculm65.4Career Prospects76.0Extracurricular activity8 6.1Student activity center86.2Sports activity87.0Conclusion98.0Bibilgraphy109.0Appendices111.0IntroductionThis report is for assessment in the Communications unit of the Higher National Certificate in customer service.The aim of this report is to investigate the way in which customer services of Nankai University.The objectives of the report are to define what customer service is and to look at how customer services provided in Nankai University.2.0ProcedureTo source this report:a)A number of books on customer surveys were consulted.b)Information on customer surveys was taken from internet websites.c)Information was gathered from an interview with the Nankai University students.3.0Customer surveys3.1what is customer surveys?Customer service is a customer oriented values,its integration and management in the pre-set the optimal cost-service portfolio of all the ingredients of a customer interface.Broadly speaking,any can improve customer satisfaction contents belong to customer service scope.4.0Daily life4.1DormitaryAs for the specific accommodation,Nankai there are two places to stay,a district in the South Park Xiangyu,a hospital in the north campus of Nankai. Undergraduate:RuXi dormitory building5and earth,spread the bed,bunk bed desk.One floor has a bathroom.The second floor6beds,bunk.4Building IV Room,capped a bed,bunk bed is the desk,every house with a separate pit. Campus dormitory6beds,bunk beds.To the headquarters,21residential apartments and the Western better conditions,a large unit in sets of4-54earth, above the bed below the desk,plus a separate desk cabinet.Conditions quite other quarters.4.2CanteenNorth School cafeteria prices were relatively cheap.Most people buy lunch at noon,to wait about15minutes,but you can also come from the classroom to avoid late peak.South Park canteen individual contract so the price because it is relatively high,do not look too tasty,very few go.A canteen,two canteens,canteen internshipA cafeteria breakfast good,the other is light-based,more girls to go;Two cafeteria on the first floor is the brother hodgepodge,not good but also expensive.On the second floor is not ye.The middle of the dumpling shop that Korean food and good;floor Xin Hong Park restaurant food is equivalent to a child,but also lacks delicious;Three first floor cafeteria breakfast is very cheap,on the second floor of the pasta well.Canteen frequented freshman,is relatively inexpensive;Triangle restaurant food good,prices are also authentic;Jinnan is known as a place with cooking waste oil,something very authentic unpalatable!90is a place to drink,eat expensive and not good;Park is the foreign students should often go to restaurants where food is more expensive number,but foreigners seemingly wealthy,actually said to me very cheap..4.3The university hospitalNankai University Hospital,35existing employees in preparing it into medicine, surgery,radiology,and dental and Traditional Chinese Medicine and other departments.Two north of the main building to the university hospital the most commonly encountered situation is to give you a referral certificate.Boring,but the chargeswill be cheaper,or do a number of minor5.0Teaching and Studying5.1FacilitiesClassroom and laboratory：There are many buildings for students to learn,like the administration building,the comprehensive test building,Chinese language teaching center,the new stadium,the first mathematical sciences such as building provides students with a good learning environment.They have advanced laboratory.The experiment teaching in chemistry,biology and physics,electrical and electronic four fundamental teaching center,they brought in the life science instrument platform and the polymer of large-scale instrument and equipment.The school laboratory：Schools to make full use of equipment,equipment management approach is very strict,very important to go through a number of regulatory constraints.Include:purchase,inspection and claims,use and management,assessment and punish,repair,scrap.The filing of the instrument also has an important archive requirements.5.2Teachers strengthCurrently,Nankai University has a neat line,reasonable structure,academic exquisite,innovative teachers.In2052full-time teachers have doctoral instructor in619,723professors,787associate professor,Chinese Academy of Sciences and Chinese Academy of Engineering11,5Academy of Sciences in developing countries,"973"and"863"Chief Expert9,the State Council degree Committee Subject12,12state-level experts with outstanding contributions,distinguishedProfessor of Cheung Kong Scholars Program31,14Changjiang scholar Chair Professor,National outstanding Youth Fund,29winners,selected countriestalents Project20,program for New Century excellent Talents in University (including the former Ministry of Education,cross-century talents fund)selected were120people,the national teacher of college teaching8,Tianjin,"131"Talent Project first level25.Not only do they have a wealth of knowledge but also have their only teaching style. They will be based on the character of the different students with different educational. Students in this university will have a well development.5.3Professional curriculumNankai university is the famous medical arts with comprehensive university,the liberal arts subjects,such as finance,international finance,financial engineering, insurance study,insurance actuarial science,finance,international economic trade and applied economics,western economics,macroeconomics,microeconomics,political economics theory of economics,modern international logistics,industry and commerce administration,administrative management,political science,management science,history,tourism,Chinese literature and other professional subject in the leading position.Science subjects,such as science subject in the national life categories is the best.Such as mathematics and applied mathematics,physics and mathematics theory,optical and optical technology,intelligent robot technology, electronic information technology and software science,chemical materials,energy chemical,biological chemistry,biology,medicine,biology gene microbial science technique research ability and ranked the academic level.So,there are various profession options for students.foreign,Nankai university employment is possible,the college alumni is also widely to every corner of the world,in addition to the learning environment of a school superior outside,the school also open network platform, through the Nankai university employment nets to provide a good platform for the students to better understand the employment information.After a few years of construction,the website whether from the function development,column setup to technical service level are achieved certain level.With your current site employment trends,employment guidance,employment policy,professional introduction,civil service examinations,laws and regulations,professional evaluation,recruitment, employment information,students and information service columns recommendation. In addition,the site also creative developed individualized service and management way,for every registered users and units provide users graduates of an independent virtual space for student online recruitment information,delivering customized electronic resume and employers recruitment information,receiving students released resume to provide a broad network space.Nankai university employment information can not only through the network information get understanding,school every year also holds a recruitment conference, each enterprise company came to select the people,so that students will have more opportunities to understand social employment situation.6.0Extracurricular activities6.1Student Activity Center7.0ConclusionThis report on field surveys,questionnaires and hands-on way to an interview survey of each customer's situation,Nankai University,and discover the pros and cons of these customer services.Generally speaking,most customers have some drawbacks, and most of the students reflect the same situation,we need to improve theseproblems.The problem of most students:the high price of dining,you could not use cash,part of the construction is too old school,teaching facilities incomplete,and some accommodation is no separate bathroom floor,easily lost in the campus bike.These are the schools need improvement,such as:canteen price adjustment,and allows the use of cash;old school relocation,new building construction equipment;for each dormitory building be equipped with separate toilet,to strengthen the management of the campus to combat theft./default.asp/english/shownews.asp?newsid=1049/news/show.jsp?informationid=200812030915297814 /wiki/%E5%8D%97%E5%BC%80%E5%A4%A7%E5%AD% A6‘Communication:Analysing and Presenting Complex Communication Unit Student Guide’10.0Appendices11。
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商务沟通技巧报告outcomeCommunication: Analysing and PresentingComplex CommunicationUnit Student GuideDE3N 34Outcome 2Contents1.0Introduction 32.0Procedure 33.0Customer service 33.1 What is customer service? 34.0Daily life 3 4.1Dormitory 4 4.2Canteen 44.3 The university hospital 55.0Teaching and studying 55.1 Facility 55.2 Teachers strength 6 5.3Professional curriculm 65.4Career Prospects 76.0 Extracurricular activity 8 6.1Student activity center 86.2 Sports activity 87.0 Conclusion 98.0Bibilgraphy 109.0 Appendices 111.0 IntroductionThis report is for assessment in the Communications unit of the Higher National Certificate in customer service. The aim of this report is to investigate the way in which customer services of Nankai University. The objectives of the report are to define what customer service is and to look at how customer services provided in Nankai University.2.0 ProcedureTo source this report:a) A number of books on customer surveys were consulted.b) Information on customer surveys was taken from internet websites.c) Information was gathered from an interview with the Nankai University students.3.0 Customer surveys3.1 what is customer surveys?Customer service is a customer oriented values, its integration and management in the pre-set the optimal cost - service portfolio of all the ingredients of a customer interface. Broadly speaking, any can improve customer satisfaction contents belong to customer service scope.4.0Daily life4.1 DormitaryAs for the specific accommodation, Nankai there are two places to stay, a district in the South Park Xiangyu, a hospital in the north campus of Nankai. Undergraduate: RuXi dormitory building 5 and earth, spread the bed, bunk bed desk. One floor has a bathroom. The second floor 6 beds, bunk. 4 Building IV Room, capped a bed, bunk bed is the desk, every house with a separate pit. Campus dormitory 6 beds, bunk beds.To the headquarters, 21 residential apartments and the Western better conditions, a large unit in sets of 4-5 4 earth, above the bed below the desk, plus a separate desk cabinet. Conditions quite other quarters.4.2 CanteenNorth School cafeteria prices were relatively cheap. Most people buy lunch at noon, to wait about 15 minutes, but you can also come from the classroom to avoid late peak. South Park canteen individual contract so the price because it is relatively high, do not look too tasty, very few go.A canteen, two canteens, canteen internshipA cafeteria breakfast good, the other is light-based, more girls to go;Two cafeteria on the first floor is the brother hodgepodge, not good but also expensive. On the second floor is not ye. The middle of the dumpling shop that Korean food and good; floor Xin Hong Park restaurant food is equivalent to a child, but also lacks delicious;Three first floor cafeteria breakfast is very cheap, on the second floor of the pasta well.Canteen frequented freshman, is relatively inexpensive;Triangle restaurant food good, prices are also authentic;Jinnan is known as a place with cooking waste oil, something very authentic unpalatable!90 is a place to drink, eat expensive and not good;Park is the foreign students should often go to restaurants where food is more expensive number, but foreigners seemingly wealthy, actually said to me very cheap. .4.3 The university hospitalNankai University Hospital, 35 existing employees in preparing it into medicine, surgery, radiology, and dental and Traditional Chinese Medicine and other departments.Two north of the main building to the university hospital the most commonly encountered situation is to give you a referral certificate. Boring, but the chargeswill be cheaper, or do a number of minor5.0 Teaching and Studying5.1 FacilitiesClassroom and laboratory：There are many buildings for students to learn, like the administration building, the comprehensive test building, Chinese language teaching center, the new stadium, the first mathematical sciences such as building provides students with a good learning environment. They have advanced laboratory. The experiment teaching in chemistry, biology and physics, electrical and electronic four fundamental teaching center, they brought in the life science instrument platform and the polymer of large-scale instrument and equipment.The school laboratory：Schools to make full use of equipment, equipment management approach is very strict, very important to go through a number of regulatory constraints. Include: purchase, inspection and claims, use and management, assessment and punish, repair, scrap.The filing of the instrument also has an important archive requirements.5.2 Teachers strengthCurrently, Nankai University has a neat line, reasonable structure, academic exquisite, innovative teachers. In 2052 full-time teachers have doctoral instructor in 619, 723 professors, 787 associate professor, Chinese Academy of Sciences and Chinese Academy of Engineering 11, 5 Academy of Sciences in developing countries, "973" and "863" Chief Expert 9, the State Council degree Committee Subject 12, 12 state-level experts with outstanding contributions, distinguishedProfessor of Cheung Kong Scholars Program 31, 14 Changjiang scholar Chair Professor, National outstanding Youth Fund, 29 winners , selected countriestalents Project 20, program for New Century excellent Talents in University (including the former Ministry of Education, cross-century talents fund) selected were 120 people, the national teacher of college teaching 8, Tianjin, "131" Talent Project first level 25.Not only do they have a wealth of knowledge but also have their only teaching style. They will be based on the character of the different students with different educational. Students in this university will have a well development.5.3 Professional curriculumNankai university is the famous medical arts with comprehensive university, the liberal arts subjects, such as finance, international finance, financial engineering, insurance study, insurance actuarial science, finance, international economic trade and applied economics, western economics, macroeconomics, microeconomics, political economics theory of economics, modern international logistics, industry and commerce administration, administrative management, political science, management science, history, tourism, Chinese literature and other professional subject in the leading position. Science subjects, such as science subject in the national life categories is the best. Such as mathematics and applied mathematics, physics and mathematics theory, optical and optical technology, intelligent robot technology, electronic information technology and software science, chemical materials, energy chemical, biological chemistry, biology, medicine, biology gene microbial science technique research ability and ranked the academic level. So, there are various profession options for students.5.4 Career prospectsIn domestic and foreign, Nankai university employment is possible, the college alumni is also widely to every corner of the world, in addition to the learning environment of a school superior outside, the school also open network platform, through the Nankai university employment nets to provide a good platform for the students to better understand the employment information. After a few years of construction, the website whether from the function development, column setup to technical service level are achieved certain level. With your current site employment trends, employment guidance, employment policy, professional introduction, civil service examinations, laws and regulations, professional evaluation, recruitment, employment information, students and information service columns recommendation. In addition, the site also creative developed individualized service and management way, for every registered users and units provide users graduates of an independent virtual space for student online recruitment information, delivering customized electronic resume and employers recruitment information, receiving students released resume to provide a broad network space.Nankai university employment information can not only through the network information get understanding, school every year also holds a recruitment conference, each enterprise company came to select the people, so that students will have more opportunities to understand social employment situation.6.0 Extracurricular activities6.1 Student Activity CenterNew student activity center investment of 100 million yuan, cover an area of about 13000 square meters, from the grey, black and brown rust 3 kinds of color aluminum panel is built, the contour novel chic, strong contemporary feeling, like a piano. Thereare more than 1150 square meters of floor open hall, multi-function hall of more than 500 square meters and more than 1000 square meters of theatre, also have student service center, PaiLianTing symphony, make up, Musical Instruments, the classroom, activity room, library exhibition hall, the engine room and piano room, etc.6.2 Sports activitySchool to support the development of student sports organization, encourage and support them conducting various forms of student sports activities. School for student sports organization equipped with professional guidance teachers, most of the students in the exercise of the body while improving the skills. At present, the school has set up taijiquan, table tennis room, chess &cards room, tennis, football, martial arts, bicycle, badminton 16 student sports organization. Student sports organization is active with other colleges and universities jointly carrying out the sports communication, and other forms of sports activities and in communication enhance friendship, to broaden their horizons, improve level. Such as badminton association of tianjin university of successive hold more badminton team competition, and Beijing university badminton association exchange ", strengthen the two schools students of badminton sport cooperation and exchanges. Student sports organization also take an active part in tianjin game, won a very good performance, won the honor for the school. Badminton club won the 2007 "alpha cup" tianjin university badminton team competition champion.7.0 ConclusionThis report on field surveys, questionnaires and hands-on way to an interview survey of each customer's situation,Nankai University, and discover the pros and cons of these customer services. Generally speaking, most customers have some drawbacks, and most of the students reflect the same situation, we need to improve theseproblems.The problem of most students: the high price of dining, you could not use cash, part of the construction is too old school, teaching facilities incomplete, and some accommodation is no separate bathroom floor, easily lost in the campus bike. These are the schools need improvement, such as: canteen price adjustment, and allows the use of cash; old school relocation, new building construction equipment; for each dormitory building be equipped with separate toilet, to strengthen the management of the campus to combat theft .8.0 BibliographyThe websites visited included:/default.asp/english/shownews.asp?newsid=1049/news/show.jsp?informationid=200812030915297814 /wiki/%E5%8D%97%E5%BC%80%E5%A4%A7%E5%AD% A6The book is‘Communication: Analysing and Presenting Complex Communication Unit Student Guide’10.0 Appendices11。