商务沟通技巧report答案.docx

商务沟通技巧report答案.docx

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商务沟通技巧report答案

1.0Introduction……………………………………………………………………….2

2.0Procedure………………………………………………………………………….2

3.0Education………………………………………………………………………….2

3.1Educationsystems…………………………………………………………….2

3.2Library………………………………………………………………………...2

4.0Living……………………………………………………………………………...3

4.1Refectory……………………………………………………………………..3

4.2Dormitory…………………………………………………………………….3

5.0Entertainment……………………………………………………………………..3

6.0Environment………………………………………………………………………4

7.0Conclusion………………………………………………………………………...4

8.0Bibliography………………………………………………………………………6

9.0Appendices………………………………………………………………………..7

9.1AppendixA……………………………………………………………………7

9.2AppendixB……………………………………………………………………9

9.3AppendixC…………………………………………………………………...11

9.4AppendixD…………………………………………………………………..12

Introduction

Itisthefirstlectureoutcome2.ThisreportisforresearchinthecustomersatisfactionoftheBeijingNormalUniversitytoallmembersofteam.Thepartsofthisreportmainlycontaineducation,living,entertainmentandenvironment.Allinall,mostlystudentsthinkthecustomerserviceofBeijingNormalUniversitywasgeneral.

1.0Procedure

Thesourcethisreport:

a）Somedatawerereferencedbyquestionnaire.

b）Informationoncustomersatisfactionwastakenfrominternet.

3.0Definingmarkets

3.1Educationsystems

Accordingtoaninvestigation,thecoursewasproperlydisposition.Theteachergivesomelecturehaveaveinofhumor.Thecollegehardwarefacilitiesareallinreadiness.Butminoritystudentsthinkthelecturewassoboring.Andthescheduleofcurriculumwasunreasonable.Soamajoritystudentwassatisfiedwiththeeducationsystem.Datainthepictureshowsthat56%studentsthinkgeneralwiththeyusetheteachingmaterial,andonly22%studentsfeelsatisfaction.Theythinktheteachingmaterialwereutilizewiththem.Only19%studentsthinkthelectureliveuptotheirexpectationsand28%studentsfeeldissatisfied.Aboutacademicactivitiesandactiveinscientificpursuits,only19%studentsreckonsatisfactionand55%studentsthinkgeneral.Inteachingfacilitiesaspect（multimediaclassroom,laboratoryandlanguagelaboratory）,54%studentsfeelsatisfactionastheycanusethecomputertolookupsomethingandonly16%studentsconsiderdissatisfactionbecausetheysaytheycannotusethecomputers.

3.2Library

Halfstudentsfeelsatisfiedwiththelibrary.Theythinkthelibrarycleanandquiet.It’sagoodplaceforstudying.Itispropitioustomeditation.Themarkinginlibrarywasobvious.Thelibrarycansupplycomputerandelectronicbookswereconvenientforreader.But8%studentsfeeldissatisfiedwiththelibrary.Theythinkthetimewasshortwhenthelibraryopens.Thelibraryresourcewereinadequate,anddonotsatisfiedtheirneeds.Soamajorityofstudentsweresatisfiedwiththelibrary.Aboutthenumberofbooksinthislibrary,62%studentsfeelsatisfaction,theycanreceiveanythingtheywant,and38%studentsfeelthebookswerefew.69%feelthebooksspecieswereveryrichand31%studentsthinktheycannotlookupsomebookstheywanttoread.Theelectronicequipmentwithretrievalbystudents,60%thinktheretrievalmachineswereconvenientand30%studentsthinktheycannotcontrolit.

4.0Living

4.1Refectory

ThecustomersatisfiedofthethreeRefectoriesinBeijingNormalUniversity.Alotofstudentsthinkthepricesarereasonable,ithavemorekindsoffood,andithavemoredelicatefood.Ithassuperiorandsanitaryenvironment.Butithaslargepeopleinit.Asawhole,eateryhassatisfaction.Oninquiry,aboutthepriceoffoodinrefectoryand50%studentsthinkitexpensive.70%studentsthinkthefoodwassofreshinrefectory,but30%studentthinksometimesthefoodhadill-smellingandtheycannoteat.Aboutfoodsafetyinrefectory,75%studentsfeelsatisfactionand25%studentsdonotrelax,becausesomeonesawahaironfood.

4.2Dormitory

Theinfrastructureswerefullyfledged,andthehotwaternearlyservingalldaylong.Theyareonfriendlytermswiththedormitorymembersandotherdormitorymembers.Buttheelectricapparatusoftenhassomefaultandtherepairmendonotrepairintime.Itisestimatedthatifsomethingwerebroken,54%studentsthinktherepairmancomethereswift.But46%studentssaytheirdoorwasbroke,butaweekpassed,therepairmannotcomesthere.56%studentsfeeltheyaresafeindormitory,becausethewardenofastudentresidencesweregoaroundandinspect.And19%studentsthinktheydonotsafe,becauseathiefstolensomethingoftheirdormitory.Aboutthehygienicsituationofthedormitory,68%studentsfeelsatisfaction.Becauseasweepercleaningthestairseveryday.And4%studentssawsomerubbishatthedooralways.

5.0Entertainment

Themajorportionsofthepeopleweresatisfied.Ithasmoresportsfacilitiesandswimmingpool,Playground.Andithasmanystudentsocieties.Accordingofresearch,75%studentsthinkafterschoollifeofthemwerefunny.And25%studentsthinkitwasveryboring.Theydonotmakeanythingtheywanttodo.75%studentsthinktheyhavemanytimestotakeexercise,one,twoorfourdays.But15%studentsthinktheydonothavemoretimestotakeexercise.Aboutstudents’society,25%studentsthinktheactivitiesofstudents’societywererichandcolourful.Manystudentsinitcanlearnalotmoreusefulinstudent’ssociety.40%studentsthinkthestudents’societyheldmanyactivitiesbutithavingnomeaning.35%studentsthinktheactivitiesnotonlymeaninglessbutmaybewastemoretimeintheirstudy.Aboutentertainmentoverallevaluation,nobodyfeelverysatisfaction,19%studentsfeelsatisfaction.57%studentsfeelgeneral.

6.0Environment

Ithaswonderfullandscapingandmanyparking.Theculturelandscapingwasbeautiful.Ininvestigation72%studentsthinktheairqualityinthecollegewasveryfresh,andithasmanytreesoneachside.And28%studentsthinkthecollegehastoimproveairquality.Theythinkmanycarsincollege,theautomobileexhaustwasserious.Someill-smellingfilltheair.Abouttheopenarea（road,gardenandplayground）,42%studentsfeelsatisfaction.28%studentsfeelgeneral.12%studentsfeeldissatisfaction.Itisinteresting,18%studentsthinktheairqualityhasnorelationwiththem.Thecultureenvironmentisagoodsubjectofconversation.Itisincludingthehistoryofthiscollegeandfamouspeopleincollege.20%studentsthinkithasmanyman-madelandscapes.Forexample,theeffigyoffamouspeopleandsomeclassicalarchitectures.Sotheyfeelsatisfaction.And8%studentthinkthefamouspeoplewasindependentofthem.

7.0Conclusion

Aftermakinginvestigations,thearticlefirstlyanalysesthecustomersatisfactionofBeijingNormalUniversitybasedoneducationsystems,living,entertainmentandenvironment.Researchhasrevealedthat50%studentsweresatisfiedwitheducation,85%studentsweresatisfiedwithrefectory.45%studentsweresatisfiedwiththedormitory.76%studentssatisfiedwithentertainmentand61%studentssatisfiedwithenvironment.Therefore,studentsfeelthecustomerserviceinBeijingNormalUniversityofthecollegestudentsasawhole.

8.0Bibliography

Books:

SCOTTISHQUALIFICATIONSAUTHORITY,2009,Communication:

AnalysingandPresentingComplexCommunication（DE3N34）.

InternetWebSites:

9.0Appendices

9.1AppendixA

educationsystem

library

9.2AppendixB

refectory

dormitory

9.3AppendixC

entertainment

9.4AppendixD

environment