东软英语专业学生商务礼仪能力的调查研究毕业论文.doc

东软英语专业学生商务礼仪能力的调查研究毕业论文Contents毕业设计（论文）任务书IAbstractII摘 要IVAcknowledgementsVI.Introduction1II.Literature Review22.1 The Definition of Etiquette22.2 The Characteristics of Business Etiquette22.3 The Importance and Necessity of Business Etiquette42.4 Related Studies on Business Etiquette5III.Methodology73.1 Research Questionnaires73.2 Participants73.3 Instruments73.4 Procedures8IV.Results and Discussion104.1 Overall Analysis104.2 Basic Business Etiquette124.3 Business Etiquette in Workplace134.4 Business Etiquette in Social Occasion174.5 Solution21V.Conclusion235.1 Major Findings235.2 Implication235.3 Limitation24Bibliography26Appendix272东北大学东软信息学院毕业设计（论文） I. IntroductionI. IntroductionSo far, with the gradual global economic integration and fierce business competition in Chinese market economy, it is strongly required for college students to understand the international practice in the external exchanges and learn the norms of how to have a smooth interaction with people. The business etiquette, as an interpersonal communication lubricant, has become more and more important. Therefore, the education and research of business etiquette cannot be ignored. Although many professionals and school personnel conducted the research on business etiquette from different perspectives, the etiquette is still not paid enough attention in the school education, and some researchers just generally rely on their theory and experience to explore schools business etiquette education.My research is built on the theory combined with more practical data analysis. The study purpose is to learn about Neusoft English major students overall understanding of business etiquette and explore their competence and cultivation for business etiquette further. Through questionnaires, we can have an objective analysis for their strength and existing weakness in business etiquette study and get relevant solutions. From the analysis, we will find how to cultivate the students better and how to meet their further requirement. Meanwhile, it provides the real meaning for college students to learn about business etiquette knowledge and its important status as much as they can. It also has the real value for college to develop business etiquette education widely and cultivate high-quality talents in the future. This paper will give an overall introduction of etiquette and business etiquette, the importance and necessity of business etiquette and related study in business etiquette; then it will mainly analyze the Neusoft English majors understanding of business etiquette through methodology, results and discussion. At last, it will get the relevant conclusion.-31-东北大学东软信息学院毕业设计（论文） II. Literature ReviewII. Literature Review2.1 The Definition of EtiquetteEtiquette is the general name of courtesy and ceremony. It refers to the established standards of conduct and procedures that people use to beautify themselves and respect others during the various social interactions. It embodies the politeness, courtesy, appearance, rite, etc. Etiquette is an important symbol of human civilization and social progress, which is not only the key part of communication, but also is the external manifestation of morality and culture.Starting from different perspectives, the definition of etiquette often can be made in a different interpretation.From the self-cultivation perspective, that is cognition and application. Etiquette can be said to be a persons internal culture and education.From the moral perspective, etiquette can be defined as the code of conduct or the standard practice in society.From the communication perspective, it can be said to be an art of interpersonal application, or to be a method of communication.From the folk-custom perspective, it can be said to be the respectful, friendly conventional practices established in social interaction.In short, etiquette is the practices that people how to behave themselves. Knowing the statements about etiquette above, you will further deepen your understanding for etiquette, and master it more accurately.2.2 The Characteristics of Business EtiquetteWhen etiquette is used in business, it is formed into the business etiquette. That is to say, in the business interaction, there is a certain established and accepted procedure and means abiding by people to show respect to each other. The central role of the business etiquette is to reflect the mutual respect between people. Briefly, business etiquette is a general requirement for peoples appearance and manners in the business activities.For the classification, the widely common types are such as business negotiation etiquette, business letter etiquette, greeting etiquette, gift etiquette, conference etiquette, telephone etiquette, banquet etiquette and so on. Because business etiquette is a comprehensive subject, the so-called several branches, are relative. The different branches of business etiquette are mingling with each other.The characteristics of Business Etiquette 1. Focus on credibilityFor both sides engaged in the business activities, they have the need of interests, rather than the unilateral need of interests. Therefore, in the business activities, honesty and good faith are very important. The so-called honesty is to be earnest and sincere participation in business activities, strive to reach an agreement, not rhetoric, without sincerity; the so-called good faith is that promise must be kept and action must be resentful. 2. Focus on the effectiveness for a given period of timeThe timing of business activities is very strong. If things are past for a proper time, you will lose the good opportunity. In the business activities, if your talk and action is just exactly to the right degree, the problem and trouble will be solved immediately.3. Focus on culture Although business activity is an economic activity, the requirement of culture is very high. Therefore, if business people want to reflect the good etiquette, elegant speaking style, tasteful manners, they must continue to improve their quality of cultures, set up the civilized enterprise images and perform with civilized, graceful and polite manners in the business activities.2.3 The Importance and Necessity of Business EtiquetteBy learning about the general concept and content of etiquette and business etiquette well, we can find the study of business etiquette is very significant. 1. The role of business etiquette in the international community:Under the global economic integration, in order to gain a foothold in fierce business competition, apart from the quality, interpersonal relations, what we need is to know about business etiquette. Business etiquette can display the civilized levels of enterprises, its management styles, moral standards, and build the image of corporations. As is known, good business etiquette is an intangible asset, which undoubtedly can create a good business atmosphere and lay a good foundation for the cooperation of enterprises. 2. The role of business etiquette in daily business interaction and behaviors.Business etiquette can reflect a persons communication skills and ability. It also indicates a persons temperament, experience, moral standard and spiritual appearance. For English majors, especially those who will meet different people in the business communication, it is an art learning for them to know how to contact with them in the workplace. The cultivation of business etiquette can help them to specify their own communicative behavior and enhance mutual understanding and trust. It also will help to create a perfect interpersonal relationship in the daily business. Therefore, for English majors, the combination of language and business etiquette learning can bring them an enormous amount of wealth. 3. The role for realizing the final value for students cultivation in the universities.As a university institution of higher education, in order to get advantage in the high education market competition, the orientation of student cultivation for university is very crucial. In the universities, not only do the students need rich knowledge and skills, but also to improve their personal quality and etiquette behaviors. What the university need is to aim at the society, making sure their study goals and cultivating the application-oriented, practical talents with high qualities. As we know, a knowledgeable student without moral standards and good etiquette behaviors, are impossible to be an excellent talents in the future. So, learning etiquette will pave the successful way for students career further and seize better opportunities for their job-hunting in the future.2.4 Related Studies on Business EtiquetteOur country has always been well known as the nation of ceremonies. Since ancient times, many people have researched the etiquette from different perspective. For instance, starting from the origin of the etiquette, researchers systematically researched ancient etiquette culture, to explore these historical reasons and theories caused by etiquette cultures (葛晨虹, 2001). With the rapid economic development, people enter the modern society, some people described and summarized the various modern etiquettes and its norms and requirements in details, which let people, have a better use for etiquette and promoted their exchanges with each other in daily life. (Baldrige, Letitia, 2003). In all etiquettes, the business etiquette in todays business world has the role of advance. Some researchers focused on the business etiquette aspects, they explained the basic concept of business etiquette and provided some help to the business people in international relations. (何伶俐, 2003; Jacqueline Whitmore, 2005; Paget Post、李琳娜, 2006). In order to adapt to the fierce business competition and needs of international business contact, there are some researches focusing on the business negotiation skills and etiquette learning for business people (方明亮, 2006; Mark Kass, 2007). An overview of home and broad research shows that it is urgent to develop etiquette education now, and this is also the schools duty. Aimed at the students and schools as the main research, it has become more and more important to know their opinions for etiquette in modern society. Students should learn and master basic business etiquette knowledge (刘宝恒, 2004; 丁立群，2008). During teaching, developing business etiquette courses, making students know how to use proper etiquette in theory (James L. Stapleton, 2006), these all are the popular topics for researchers.For my research, it is based on their theories and combination, from general to specific, from common to individual, focused on our school Neusoft English majors, to analyze their business etiquette knowledge skills, Through the questionnaire, we can find the specific data and get what we want, thus finding out students strength and weakness. It is also useful for school staff to know how to improve students competence in business etiquette, and provide the precious suggestion for teaching reform. 东北大学东软信息学院毕业设计（论文） III. MethodologyIII. Methodology3.1 Research QuestionnairesIn order to know Neusoft English majors general understanding of business etiquette, the author designed a questionnaire, which aims to research the following questions: 1. How well do the Neusoft English majors understand the different types of business etiquette?2. What are students strengths and existing weaknesses in the study of business etiquette?3. How to cultivate students business etiquette ability? 3.2 Participants80 English major students from Neusoft were chosen as the investigation object. All of them are senior students and will graduate from school in June. Lets see the detailed investigative distribution of number of students in the table 3.1 as follows:Table 3.1 Distribution of Investigative NumberTotalNumber of boyNumber of girl8014663.3 InstrumentsThe design of questionnaire mainly involves some widely used business etiquette. It investigates 12 different types of business etiquette. And there are a total of 33 questions including 30 multiple choices and 3 short-answer questions.We can see the following Table3.2 about the design of questionnaires in details：Table 3.2 Design of QuestionnaireQuestion TypeNumber of Questions1.Business etiquette concept12.Personal etiquette2,3,43.Card etiquette5,64.Greeting etiquette75.Reception etiquette8,96.Banquet etiquette10,11,127.Gift etiquette13,14,158.Letter etiquette16,17,189.Negotiation etiquette19,20,2110.Conference etiquette22,23,2411.Phone calls etiquette25,26,2712.Foreign business etiquette28, 29,30Meanwhile, in order to be more convenient and time-saving for our students to finish the questionnaires during investigation, the contents of questionnaires are written in Chinese.3.4 ProceduresAfter finishing the design of questionnaire, I start to distribute the questionnaires to our English major students online by QQ tool and email. Since 2007-year English majors consist of four classes, firstly I contact the monitors of every class, and let them upload the questionnaires to their QQ class group respectively. Then students can download and fill in the questionnaire by themselves, and the monitors will collect and arrange them. At last, they will send to me online directly.On the other hand, I will select some students in four classes, who are very familiar or close to me. I instruct them to send the questionnaires to other students in the class online by email or QQ tool personally, so that the number of investigative participants will not miss.The limit time of investigation is about one month. So most of students will have enough time to complete and hand in questionnaires. During the distribution, I will check my email and QQ tool timely and keep in touch with them at any time. With their help and support, the result of the investigation will be satisfactory.东北大学东软信息学院毕业设计（论文） IV. Results and DiscussionIV. Results and Discussion4.1 Overall AnalysisTypeProportion (%)Number of peopleRight Answer RateWrong Answer RateRight Answer NumberWrong Answer Number1.Business etiquette concept62.5%37.5%50302.Gift etiquette57.5%42.5%46343.Conference etiquette50.0%30.0%40404.Card etiquette45.0%55.0%36445.Banquet etiquette43.7%56.3%35456.Negotiation etiquette42.5%57.5%34467.Letter etiquette40.0%60.0%32488.Reception etiquette38.7%61.3%31499.Foreign business etiquette35.0%65.0%285210.Phone calls etiquette30.0%70.0%245611.Personal etiquette27.5%72.5%225812.Greeting etiquette25.0%75.0%2060Table 4.1 Right and Wrong Answer DistributionAbove Table 4.1, on the whole, we can infer that our English major students general understanding of business etiquette is not very optimistic. From the accurate answer proportions, only business etiquette concept, gift etiquette and conference etiquette questions are more than 50%, the rest of different types of business etiquette questions are below 50%, especially greeting etiquette, only 20 students got the right answers. From this table, it shows that most of English majors know some about business etiquette, but they still lack a deep understanding and cant really apply them into their practical life. Now lets see the results of short-answer question sections：1. Have you been aware of the importance of business etiquette since you enter the university?According to Table 4.2, 75 students think it is very significant to learn about the business etiquette. Only a small part of students think that the importance of business etiquette in the university is not necessary or dont care about it. Nearly 77 of them are willing to study business etiquette in the universities in the future.2. Through which channel do you know about business etiquette? Above Table 4.3, when asked the channel of learning about business etiquette, 86% students choose the forms of course learning to study business etiquette in college, such as Business English, Communication and Speech course and so on. 67.5% of them learn about it through the Internet, TV and movies. 29 students choose self-study or read etiquette books. And there are only 3 of them choosing other ways to learn.3.Whether you expect our school to develop related business etiquette classes in the future? Table 4.4 Expectation of developing classNumber of peopleProportion (%)Indefinite or whatever78.7Expectative7391.2As the data is shown, approximately 91% students hope to develop related business etiquette courses in our school, while just 8.7% of them show the indifferent attitude towards developing etiquette classes.4.2 Basic Business EtiquetteAs is known, being courteous and polite to people should be a basic quality for college students. By paying attention to the basic etiquette and complying with the etiquette norm, it can effectively manifest one persons upbringing, grace and charm. If English majors know this point, they will make their self-value and self-cultivation gain the real recognition and respect from society.In the questionnaire, we choose etiquette concept and personal etiquette aspects as basic etiquette area. Lets see the table 4.5 below:Table 4.5 Basic Business EtiquetteNo.Question TypeRight Answer NumberRight Answer Rate (%)1.Business etiquette concept5062.5%2.3.4Personal etiquette2227.5%In the Table 4.5, about No.1 question, we