2019年HND商务文化策略报告

合集下载

(完整word版)HND商务文化与策略

Assessment task 1Outcome coveredAll outcomes (1-5)Section 1:(a).The PESTEL analysis heading are a framework in which environmental influence are categorized into six main types: political, economic, socio-cultural, technological,, environmental and legal.1.P: political forces, as the political arena has a huge influence upon the regulationof business and the spending of consumers and other businesses. The political is including government stability, taxation policy, social welfare policies and the trade regulations.In our case of J D Wetherspoon plc, the Monopolies and Mergers Commission take a ruling about broken the ‘tied house’ system, this ruling limited the brewer selling the beer and brewing the beer at same time. And the government pays attention for the disadvantage.2. E: economic forces, as the state of a trading economy in the short-term andlong-term influence the wealth of a population. The economic is including interest rates, inflation, and disposable income and product seasonality and so on.About the J D Wetherspoon plc, in the start of twenty first century, J D Wetherspoon was facing much more competition. The retail licensing marking had adapted to the changes in the ‘tied house’ system and other retail pub chains like Regent Inns an d Punch Taverns had been developing their businesses. And the supermarket began selling drinks also have influence on the company.3.S: socio-cultural forces. Such as religion and demographics impact upon productdesign and spending by consumers. It includes lifestyle trends, education level, population demographics and social responsbilityIn the case, people more and more carefully to take attention on their health, so they began to reduce the wine drinking. Then J D Wetherspon plc develops a kind of low ethanol wine.4.T: technological forces, such as information technology influences productionmethods, and transportation influences market penetration and product costs. It will include speed of introduction of new technologies, innovations/developments and consumer buying options and so on.In the case, with the technological develop, the beer can be bottled and selling in the market. Because of this, people isn’t need to drink beer only in the pubs. This can decrease the sell share of the J D Wetherspoon.5.L: legal forces, such as product safety influences design, and trading practicesinfluence how businesses conduct themselves in the market. It may include likeemployment law, healthy and safety, company law and consumer protection and so on.In the case, the government issued policies to limit the wine drinking, and the Monopolies and Mergers Commission take a ruling about broken the ‘tied house’ system, this ruling limited the brewer selling the beer and brewing the beer at same time. All of these legal force could have influence on J D Wetherspoon.(b).The analysis of the organization’s internal and external strategic environment is referred to as a SWOT analysis. SWOT is an acronym for strengths, weakness, opportunities and threats. The SWOT analysis is a very popular tool with managersmanagers began as bar staff or cleaners. The company provide lifelong training and adopt he staff suggestion, and communicate with them, J D Wetherspoon provide quiet environment and the service are always satisfied the consumer demand, all of these can protect the company develop well.W: the food in pubs of J D Wetherspoon, it supports complimentary crisps with baguettes, this kind is bad for customers’ health and it didn’t distinguish the hot degree, this might cause customer’s discontented for the J D Wetherspoon. It also doesn’t have children’s meals. This will let the customers of adult unconvenient, and it may because the children are hurt. All of these can loss the customers.O:J D Wetherspoon is managing he pub style as ‘quiet’. But now, it acquired the Lloyds pub chain, J D Wetherspoon develop it as another style. This kind of pub’s music dazed outlets with a much stronger entertainment element and show TV programs, this can attract much more customers. The company also begun developing budget hotel, this can develop another market and increase the profit of J D Wetherspoon.T: J D Wetherspoon faced many computers, like Regent Inns, Punch Taverns and the supermarket. They will strive the share of market and the customer. The government policy also influences it. Like the limit of brewing and drink beer in the century of the city, this also can decrease the share of J D Wetherspoon. (c).Through a SWOT analysis an organization can assess its current position and makecomparisons with competitors in order to plan activities and resources appropriately. It is the first stage of planning and helps managers to focus on key issues. It is important remember when carrying out a SWOT analysis that it is not absolute. Simple rules for successful SWOT analysis like next:Be realistic about the strengths and weaknesses of the organization.Analysis should distinguish between where your organization is today, and where be in the future.Be specific. Avoid grey areas.Always analysis in relation to the competition.Keep your SWOT short and simple. Avoid complexity and over-analysis. SWOT analysis is a kind of subjective and short term in its nature, so it can’t use to analysis long-term situation.For example, when you analysis the opportunities, you can think about: where are the good opportunities available to our organization？Section 2:(a).1. Organizational culture is difficult to define precisely. A simple description is that it is a system of shared meaning between members of an organization or ‘the way we do things here’. It acts as the social glue which holds the organization together. Research shows that the culture of an organization can significantly affect the way in which the company operates, particularly in terms of its effectiveness. Shared values become embodied in the organization’s ideology or philosophy and act as a quite to behav ior and ways of dealing with anxiety.In J D Wetherspoon pubs, it says that people are its best asset. The company is satisfied the staff, so this is its organizational culture. It has a flexible training policy which enables people from all kinds of different backgrounds to join the company. It is committed to lifelong training and it provides staff with opportunities to gain relevant qualifications such as those offered by the British Institute of Innkeeping, 20% of senior managers began as bar staff or cleaners.2. Basic assumptions at a very fundamental, almost subconscious, level tell employees how to perceive, think and feel about things. These are the elements of culture are unseen and not openly identified in the day-to-day interactions of the member s of the organization. Culture elements at this level exist as ‘unspoken rules’ and are rarely discussed within the organization. They direct the way events and actions are perceived and interpreted by the organization.In the case, J D Wetherspoon create a quarter of the space in each establishment is non-smoking.(b).A kind of recognized model of organizational culture is Terrence Deal and Allan Kennedy. It is based on how quickly organizations receive or strategies and the level of risk that they take. Deal and Kennedy stated that these two factors gave rise to four generic types of cultures, which they called tough guy/macho culture, work hard/play hard culture, bet-the-company culture and process culture. Through the case, we canknow Tim Martin is a ‘big man’ in his company; he manages the company with his mind and idea, it company is include by the food industry, all the staff work hard every day, and then they will have a holiday for several days. So J D Wetherspoon is suit the tough work hard/pay hard culture.The work hard/pay hard culture’s core value is keeping good customer service. In the case, the company has a ‘lifestyle guarantee’ which aims to give managers time for a life outside work. Another key aspect of the company’s operation is ‘invo lvement and communication’. Staffs are kept in touch with weekly newsletters, a monthly company video and by publicizing the minutes of Board meetings. The company always pays highly attention to the staff and the customers, and the information’s high-speed recreation, and the company also does these suggestions quickly.(c).Culture is something every organization has, but it is not a concrete entity. The culture of an organization impacts upon how that organization reacts to change and it also explains what an organizations stands for. Organizational culture is difficult to define precisely. A simple description is that it is a system of shared meaning between members of an organization or ‘the way we do things here’. The founders of the organization have traditionally had a major impact on the organization’s early culture. Through the culture and the behaviors, in the company, the company built the pubs environment very quiet and let its staff work hard in several days and have a holiday in several days.So, a kind of culture will have a kind of behavior.(d).The other type of Terrence Deal and Allan Kennedy of recognized model of organizational culture is process culture, it is focus on details and process excellence. However, the stress may come from internal politics and stupidity of the system. This kind of culture has slow feedback/reward and low risk. As a food industry, it pays attention on the result about the customers satisfied. So it isn’t paying much attention on the details and process. If the company becomes the process culture, it will bog down with how things are done and not with what is to be achieved.Section 3:(a)In the Generic-Strategies---Michael Porter (1990), there are three strategies: cost leadership, differentiation and segmentation, niche or focus strategy.1.Cost leadership is a low cost leader---gain competitive advantage from being ableto produce at the lowest cost---‘cost advantage is the focuses’, the low cost doesn’t mean low price---gain the benefits. It in a broad market scope environment where it has a kind of substitute products and power competition. 2.Differentiation is differentiated goods and services satisfy the needs of customers,and the companies can de-sensitize prices and focuses on value-higher price and a better margin. So it needs to incur additional costs in creating its competitive advantage. It in a broad market scope environment is in that the customers’loyalty can help the company limited and reduce new entrants and competitors. 3.The segmentation, niche or focus strategy is included cost focus and focusdifferentiation.The cost focus is a form aims at being the lows cost producer in that niche or segment, it in a narrow market scope environment like low cost than thedifferentiation in a niche.The focus differentiation is a firm creates competitive advantage through differentiation within the niche or segment. Its potential problems are small,specialist niches could disappear in the long term. Its associated environmentis in the narrow market scope, you can use a special product from the majordeveloped market competitors who have different purposes.(b)In the case, during the1980s and 1990S the company relied on organic growth by acquiring suitable sites and converting them into J D Wetherspoon pubs. And it is developing a style that is quiet, healthy and satisfied environment. In the case, we can see that it build non-smoking and provide health food to the customers. To its staff, the company thinks that people are its best asset. This style is more different with others.In our case, all of these we have said, during the 1980s and 1990s, J D Wetherspoon is a pub chain, it has many pubs, the company’s aim is to manage the pub to satisfied with the customer, and it is always make its strategy in the pub chain, its all of actions like provide cheap beer and non-smoking area and so on, which are all of set the main point to its pub manage style.So I advise that the company’s situation is suit Generic-Strategies---Michael Porter (1990), differentiation.From the strategy, J D Wetherspoon gets more benefits, here I only identify four about it: the company build its own style and brand, it has its own customer group, the expansion about share and scope is growing quickly, and the benefits is more than before.(c)During the 21st century, J D Weterspoon was facing much mire competition, and through the government’s policy limited, its develop was decrease and slowly, then it begain to change its style and acquired others, it serve breakfast and open earlier in the morning, support the family dining area, show televised football and so on. The company also began to manage other area like the hotel.So it suit Generic-Strategies---Michael Porter (1990), segmentation, niche or focus strategy.During the1980s and 1990s, the company relied on organic growth by acquiring suitable sites and converting them into J D Wetherspoon pubs. In the case, we can see that it build non-smoking and provide health food to the customers. To its staff, the company thinks that people are its best asset. It is Generic-Strategies---Michael Porter (1990), differentiation.During the 21st century, it also pays attention to the staff, but it try to change its style, manage motel, and the food what has provided.(d)When a company was changing business strategy, it must be considering the factors, so as J D Wetherspoon .Exterior environment: by the start of the twenty first century, because of the retail licensing market had adapt to the changes in the “tied house”system and other competitor had been adapted it and developing their business. So JD Wetherspoon was facing much more competition. Many other competitorsrun the pub and receive the pay rent, this situation lead to saturation of the pub market. So J D Wetherspoon needs to change its business strategy.Policy: during 2002-2004, government allows the supermarket began selling drinks, particularly premium larger, at loss-leader prices. This means that the pub can not compare with supermarket in price. On the other hand, government concern about binge drinking and the consequent ant special behaviors, particularly in city centers. This lead the decrease of new pub number and shares of case form. They must to change to save their company.(e)Strategy is many things like plan, pattern, position, ploy and perspective. As position, strategy is the stance organizations take. Organizations can choose to: be a specialist provider; be the low-cost provider and so on. In the case, we can know that: at first, it supplies special environment quiet, clean, non-smoking to others. During the development of pubs, they all became to do special environment like that. Then J D W began to serve breakfast, show World Cup football and so on, it also develop new brand like ” L N O”, and begun developing budget hotel as “Wetherlodges” to change its strategy, all these process of strategy from differentiation to focus on difference strategy choosing is its strategic choice. So the strategy choosing is a process.(f)Key issues in the management of a business strategy like next:Market/industry knowledgeSufficiency of resources and capabilitiesOffering consumers ’a unique value ’ perceived or realEstablishing a key ’differentiator’Consistent communication consistentlyManagement must keep change feasible and StructureRecognize the principal causes of strategic change.About the J D Wetherspoon, I will talk about two points:Consistent communication consistently. In the J D Wetherspoon, ‘movement and communication’, staffs are keeping in touch with weekly newsletters, a monthly company video and by publicizing the minutes of broad meeting.And J D Wetherspoon attend to listen to the staff voice, like their suggestions wetherspoon’s ‘listening’ policy is based on a system successfully pioneered by the hi-foreteller, richer sounds.Establishing a key ‘differentiator’. During the development and growth of the company, it provides real ale beers at relatively low prices and care about child and disable, it build non-smoking area to keep health for the customers.Section 4:(a)Because of the two powers about restraining forces and driving forces take effect. The strategy of J D Wetherspoon changed over time. Through two forces of restraining is the force working against desired changes. And the other force of diving is the force of working for desired changes.If the diving force is stronger than restraining force, then the firm will be changing. The leader could compare the two forces, and consider the company need to change or not.Next we will talk about J D Wetherspoon’s driving force and restraining forces.1.Driving forces: The increase competition, many competitors run pubs to rentthe money.Government takes many police like concern about bingedrinking, and thought it is anti-social behaviors.The changing market, the market appears to be over-supplied.2.Restraining forces: Inertia (habit) of the J D Wetherspoon, like their staff, theyhave habit to their ruler and management. They want the steadyenvironment of work.Strength of culture in the J D Wetherspoon is very strong, theculture has a strong effect on J D Wetherspoon and its staff andits structure.(b)The big changes from business ethics is a mainly factor in the J D Wetherspoon.In the case, the government concern about binge drinking and think it is an anti-social behaviors, and it is particularly in the city canters. The situation of pub wasn’t been saw to be encouraging brings them bad policing. The event causes a bad effect on J D Wetherspoon.The bad influence on J D Wetherspoon about profit and shares and sales. Tim Martin now as an executive, he had give up his power through daily time. So the business ethics is very important factors for J D Wetherspoon.(c)The role of management of J D Wetherspoon dealing with the changes is like next:Establishing directions: developing a vision of the future often in the distant future, and strategies for producing the changes needed to achieve that vision.During the J D Wetherspoon’s development and grows, the firm sale bear in cheap price, take non-smoking area, provide television program and so on. All of these means J D Wetherspoon adopt the above behavior to reply change.Aligning people: communicating direction in words and deeds to all whose cooperation may be need so as to influence the creation of teams and coalitions that understand the vision and strategies and accept their validity. About the J D Wetherspoon, it communicates and knows about customers needs, then change its business, like breakfast serving in the morning before normal time at 11:00 a.m.Motivating and inspiring: energizing people to overcome major political, bureaucratic and resource barriers to change by satisfying basic, but often unfulfilled, human needs. Monitoring organizing and results, through find the careless to solve the problems. The leader should fide out the difference between J D Wetherspoon and others. It always needs to communication with people, know their needs and solve them, help them to adapt the changes in the company.(d)I will give some suggestions to J D Wetherspoon’s management, in order to help them analysis a change situation. I am introducing the three-step conceptual framework from Kurt Lewin to management. He has introduced the three-step change model in 1951 and has agreed the change that should be involved and concerned with the three stages and the individuals.The three stages like next:Unfreezing the present. Reducing the forces maintaining the organization in its present situation. Recognizing the need for change and important.In this stage, management need let their employees know the importance ofthe change. In the 21th centaury of the case of J D Wetherspoon, it faced more competition. Some other retail pub chains had been developing their business,and some of the pub are increasing the market appears to be over-supplied.The government limited the drinking and the consequent anti-social behavior.In a word, the market share, profit and sales are decreasing. So the company needs to change.Moving to the new level. Shifting the behavior of the organization to a new level by encouraging staff to adopt mew behavior and attitudes. The implementation of the change.In this stage, the employee needs to accept the mew business culture with the management’s help. Leader can use motivate methods to encourage employees say yes to the change. For instance, they can give rewards toemployees, or so benefits. About J D Wetherspoon, it has some changes like: most pubs have a dedicated family dining area where children and theirparents can eat together, and the pub began to serve breakfast and open earlier in the morning, and pubs start to show TV program and the television football, and so on.Refreezing the new level. Stabilizing the organization in its new state of equilibrium by, for example, establishing a new culture or new structure that reinforces the change.In this stage, the behavior and attitudes of the employees needs managers’force to treat and adapt the new culture, and monitor is essential. Managers need to ensure the business changes’attitudes and concepts and the new business culture. The company of this case should adapt a number of methods to strength change and achieve fully implement the change.If it needs ensure the successful about fully implement change. We need adapt Kotter and Schlesinger’s management style in order to dealing with the resistance to change.Education and communication. In this method, leader needn’t presume the information and knowledge and passed downward through the organization automatically, on the other hand, they should communicate with the employee in every stage of change. In J D Wetherspoon, it adopts a key aspect of operation about “involvement and communication”. Employees always keep touch with weekly newsletters, a monthly company video and by publicizing the minutes of board meetings. J D Wetherspoon does well in the acting and listening for their business. J D Wetherspoon can effectively use the method to communicate with staffs.In education aspects, J D Wetherspoon need set train classes for employees to improve the themselves, and ensure that staffs could adapt the new business culture and structures. In order to reduce the feel of worry, then will positive to change. Staffs clear up any misunderstandings and receive the full facts, the resistance will subside.Participation: the leader should let the employees to consultation process, and ensure them could obtain enough information of change. The manager also take them know they are valued; their opinion is valued for the company. This situation can ensure their information is right and immediate, and ensure the combat rumor and effectively combat employees feel they have lake of information and communication. So it is difficult for individuals to resist change the idea in which they have participated.。

HND-商务行为技巧报告

IntroductionThis report will show the leader skills, and compare with the case to introduce the skills. The report will has five aspects. It will include the role of management, the assertiveness skills, the conflict, the time management techniques and the stress. The can influence people in which side. When the conflict and the stress happen, it will give the method to solve them. The following will give the information can help them resolved the problem.FindingRoles of the managerAt the start of the year, Richard cranberry decided to off-load several tasks to his three project team leaders—Ian Campbell, Carole Devlin and Joanne Cassidy.At the beginning of the season, Richard cranberry decided to take several tasks to his three project team leaders-Ian Campbell, carol... Joanne · card and. Due to the complex nature of work, Richard don't think that's possible task share alike. He thinks that, only carol necessary commitment and professional knowledge can adapt to increase the amount of work. But he was too busy, her lack of information and communication from the other stakeholders.In the implementation of the command activities, Richard didn't give him a clear command a clear command she should do. So he was subjected to severe constraints, she can't understand her responsibility and the difference between the accountabilities Richard and other directors. In the implementation coordination activities, Richard doesn’t try to solve the conflict and jean card relatives and friends. He was off work. Richard also does not take action in coordination with other department's activities. He resolutely refused to participate in the organization form of the working group, although now Brenda framework.Assertiveness skillsAssertive that some people can express their true feelings, do not let others use his advantage. Ahead, some people do not take into account respect for the rights of others to express their feelings or options. Passive, some people hide their feelings from others, let others push him, and told him what, no matter how he feels.Carole belongs to a submissive style. People may avoid dealing with compliance issues. Others may become frustrated and they trampled them. This may lead to dissatisfaction, lower self-esteem, and stress. She decided to face Joanne took over the network to her analysis, but the King refused to accept this additional workload. She did not resist. She was angry, lack of communication.To solve these problems, effective communication and Carol Joanne or department staff should be told Richard that she could not and so a lot of work to cope. In addition, Carol should be considered real, rather than look forward to receiving help from others from a moral point of view. He can convey her feelings, her bill of rights through the exercise, "she may not know. Examples of the Bill of Rights is as follows: employees have the right to express their views and ideas; employees have the right to ask for his needs; employees have the right to say "No" to unreasonable demands, employees have the right to make mistakes. Self-confidence is a useful technique, Carol is the "record" and "no." He let her hear, until Richard Department, and from her would not politely said Richard arrangements.Analysis the conflict in the work placeThis conflict may be due to cognitive dissonance, pressure groups, mode of communication, personality conflicts, poor coordination, and so on. Joanne refused his request to replace her as aspecialized network analysis. Conflict between family and friends and Joan is an interpersonal conflict, from the cognitive dissonance and his abuse of power. Richard refused to participate in working groups, although now Brenda groups. The conflict between Richard, Brenda is a structural contradiction, from the differences between the various departments. He often changed her decision, it belongs to the self-conflict.Carole decided to take over the face of Joanne to her analysis of the network, but the King refused to accept this additional workload. So she was very angry. This will result in reduced efficiency. And contact will be getting worse. There are two types of major conflict. First, the limited resource, Joanne has a good network analysis. Carole wanted to use her resources to reduce the work. So Joan does not want to give her. There is less work Joanne, have a good resource network analysis. Carole has a great network and poor work.The negative impact of the conflict as follows: it can be resources, which could lead to a bad relationship between the staff, it may affect mental health, which could lead to a poor efficiency. Active role in the conflict as follows: it can stimulate the communication between employees; it can reduce the boring work, it may lead to reform; it makes the work more accurate and effective for the wrong direction, will find more ideas will be that it promotes self-motivation of employees.Conflict is competition, cooperation, to accommodate and compromise. Cooperation is self-confidence and cooperation of co-operation with the other party because of a win-win solution. Carole wanted to know the use of resources.Carole needs to know how long her time.Carole was late will affect her work. If you do not affect her, she should share with the network analysis. Complete the work as soon as she can share with family and friends.Carole will increase communication with each other; she cannot resolve this conflict, cooperation, mediation. Joanna she can communicate and find an acceptable solution to them. She can also work with other directors, so that they can help herTime managementTime management contained: Priority Setting, Your Peak Time, Stress, Five Minute Rule andPlanning and Scheduling time. Doing well time management was to help the individuals to accomplish the work efficiently.No matter what is being done, before starting work, there should have a time schedule, because it will improve the efficiency and shorten time to complete. In determining priorities, its purpose is to outline the importance of the events, because they are from one activity to the next according to the order, this order is based on the urgency and importance. Therefore, we should firstly achieve those important things, because they will directly affect the completion of the project progress and achievement of objectives. Then do non-important and non-emergency activities. Your peak time is the peak time to complete the work on your most important task, because our mind and body closely linked. There was a very effective method, and that is five-minute rule. It includes: loop through each task, make sure you are doing each task, take time to achieve things for themselves within five minutes, if this is a major task, trying to get a basic treatment and then arrange a time, you can continue to work.There are other techniques that can help make time management. For example: to reduce the number of working hours to be interrupted, with colleagues to maintain a good working relationship; with the customer to maintain a good working relationship, in his spare time to help customers and colleagues to do their tasks and learn, learn to say "no."In this case, because the responsibilities are not clearly so that Carole had done a lot of wasted effort; due to lack of necessary new so again and again to change their decision; project cannot be implemented, because there were too little communication between stakeholders, and with subordinate communication are few as well. She did not set out a time schedule to plan a good thing so that she was so wasted a lot of time.So she can use the diagram to list the matrix which is the important thing, which is the emergency, what should do first things and which do not need to do things. After the time is planned, the efficiency would be increased. Also she could use Pareto principle that means spending her 80 percent of working hours to focus on doing the 20 percent of the works.Stress managementThe main stages of stress have three stages. Firstly, it is the alarm stage, the secondly is the resistance to change, the thirdly, is the exhaustion stage.Moderate level of stress may actually improve the performance and efficiency. Too little pressure can lead to boredom. Too much pressure there will be many negative effects.The negative impacts of physical are: weight gain or loss, unexpected hair loss, heart palpitations and high blood pressure. The negative impacts of emotional are: mood swings, anxiety, depression, forming unhealthy coping strategies, such as alcohol, drugs and so on.Carole is feeling pressure, cannot work effectively and Joan, Gan. She suffers from migraine headaches and stomach; she has also experienced repeated headaches. She was angry because she had to cancel several nights with her friends and everyone's situation. Carole's work due to stress and overloading of the conflict. He chose to drink a glass of wine too much to deal with her stress, but that is not a good idea.Carole was very tired, not a good rest. So she felt too much pressure. She needs to pay attention to physical reaction; she needs a good rest, every day. So that she will have enough energy to complete the day's work time and family and friends also need to eat drink, and since then she will feel the pressure will be reduced.she could improve her working environment and change the working atmosphere; she could conduct an effective communication with staff rather than littering the post-it notes and documents on her desk; she should think realistically, gaining control of time; she could carry out much more communication with colleagues, improving the relationship with them; she should pay attention to healthy diet instead of eating microwave ready meals.ConclusionThis report analyzes the problems. Management will know that there are many ways to solve this problem between employees and management. Management may need a good business proposition to encourage employees. Management business can best resolve the conflict. Timemanagement skills can help them deal with the problem employees. They can best cope with stress.Reference。

HND商务沟通报告（仅供参考）

1.0 IntroductionThe purpose of this report is to investigate which coffee shop is satisfied with student. It is about environment, price, taste and factors. The aim is how to create a good coffee shop for student. The intended readers are teacher, students and coffee shop customer service. There are five coffee shop in our school, boxingdi, MAAN coffee, campusstory coffee, Jiananmeidi and water through stone coffee.2.0 ProceduresThere are several sources of collecting information about coffee shop. The internet is import, it is convenient and fast. Some practical point of view need do questionnaire. Questionnaire can reflect the issues. Access to book is a effective way to collect information, some question need observation.3.0 Literature review3.1 customer serviceCustomer service can be defined as ' values ' which follows the customer. Daniel. Y. D (2006) had concluded that the main goal of customer service is to satisfy the customers. It gathers and manages the optimal cost in the predetermined. In the broad sense, every thing can raise the satisfaction of customer can be in the range of the customer service. To raise the satisfaction, it require to reduce the different between the expectation of customers and the practical situation they are treated. (Bryman, 2007)Customer service is often an important strategy and a value proposition for a company. From the sales process, customer service can be seen as an important part. It can checkout the organization whether has a perfect process of sale and ability to settle the problem from the customer. So to improve the system of customer service, a necessary premise is that the staffs should be absorbed in the every detail of the customers and to service from the heart . To improve themselves and increase there responsibilities. Give the customers a exceeds expectations service to keep the customer to long stay. This will be the base of the perfect customer service.(Rossman,1991)3.2 college customer serviceA college at least have two kind of customers, the first are students and business practitioners. The other is academics. College customer service not only about students canteen, dormitory, store and others facilities. Knowledge and academics are more important for student. (cathrye,2005). Students are customers for school, they give money to school and school provide service. So school service should transparency.(peter,2007). Scott said that if customer service failures, the school should analysis it. The impact of service operations failures satisfaction: evidence on how failures and their source affect what matters to customer.3.3 coffee shop createCoffee is one of the three major beverage in the world, as time advances and the opening up of china into the western culture, people bagan to accept coffee, understanding and consumption. Coffee shop should have own brand, that is important. Starbucks is around all the world, it business philosophy and service focused on six areas, brand positioning, brand experience, brand equity accumulation,brand communication, brand and brand extension chain. Starbucks on the successful experience of the brand strategy is: the third space, a unique brand positioning, experiential consumption around with customer, employees and suppliers, the relationship between asset accumulation, coffee, religion, word of moth spread, strict and flexible way to join the brand extension of rich Starbucks brand value.(Ray, 2005). The customer service is important, but a coffee shop should have good environment, well taste, and more others.4.0 Research4.1 MethodMy method of data collection have three: interview, questionnaire and observation. I interview our schoolmate, ask them how they fell about our school coffee shop and which coffee shop they usually consume. But I think interview not comprehensive, so I do some questionnaire to survey the question. The questionnaire involve coffee shop location, taste, environment and others. Questionnaire can make survey more clear and definite. That is a effective way. The observation is also important, some substance question need observe, then obtain conclution.4.2 LimitationThe limitation of questionnaire is I just survey HND students, most of HND students live in xuezhi, so the result may influence by location. Questionnaire give out to girls than to boys. Girls may pay more attention on environment, boys may most mind taste. So some result may not very accuracy.4.3 data analysis4.3.1 The introduction of questionnaireI give out 105 questionnaires to students, all the questionnaire give to HND students, include classmates, roommates and other students. The girls are doing 70 share, boys are doing 35 share. Because more girls like stay in coffee shop. They always doing homework or talk with student in coffee shop. Boys more like pubs. So give more questionnaire to girls. The questionnaire is about school coffee shop. Survey about which coffee shop is suitable for HND students. My questionnaire have 10 question. The first is ask how often students go to coffee shop. The second is talk about with coffee shop popular. The third is ask about who they will go coffee shop with. The forth, sixth, seventh, eighth, ninth are talk about the reason of coffee shop they choice. The fifth is say characteristics.4.3.2 Analysis data and survey resultThe questionnaire data show that the campusstory coffee is most popular, some student also like study at Boxingdi. Some student like go to MAAN coffee. It is the third. Little student will go to water through stone. Seldom student like go to Jiananmeidi. (See Appendix C)If the student go to coffee shop to study, they like go to Boxingdi, because many students study at there, they can conclusion at Boxingdi, and the price is low than others. If have a meeting with friend or boy/girl friend, most of student may choice xiaoyouji, xiaoyouji have sofa and environment is best. It warm than others, and quiet. If only want to drink coffee, MAAN coffee is popular. Jiananmeidi is suitable for make business. Little student choice shuichuanshi. The data show that girls go tocoffee shop usually, boys only waiting at there, or complain with girls. Every coffee shop have it own special. But do not have a coffee shop perfect, so many student have suggestion. Like shop’s internet, chairs, taste and others. (See Appendix B and Appendix D)4.3.3 Analysis reasonsurvey show that the popular coffee shop in our school is campusstory coffee, most students choice it because the environment is good, food taste is well, it have wi-fi, and it open 24hours. In our school, only this coffee shop open 24hours, so if students need study at night or have a meet, they will choice it first. The installation is good than others. It has sofa, table lamp and light let student feel warm. So it most popular than others. The second popular coffee shop is Boxingdi. It is nearest HND main dormitory, so the location is best for HND students, but it at underground, some student do not know it. The food is not well but cheap than others. The coffee is taste well.It is a little noise. MAAN coffee have it own characteristic. MAAN coffee shop’s coffee is the best in school. It smell savoury. If you order something, they will give you a colorful bear replace receipt, that really special, make students have a good mood. And MAAN coffee shop have many foreign students at there, we can make friends with them. Most people do not like go to water through stone, because it far away from HND class and dormitory. It environment and taste not good. So HND student do not go to there. Seldom student go to Jiananmeidi. Because the place is small, and it suitable for talk about business, not suitable for study or have a meet.5.0 ConclusionIn our school, most girls like go to coffee shop, the environment is the important than others. The whole factor is also important. Most students go to coffee shop for study. So it needs quiet. In the winter, good location is a superiority. Internet is must when students study now, so wheter have steady wi-fi is also need consider.6.0 suggestOur school have 5 coffee shop, but these are not very satisfied with student. Good service can take more benefit for shop. So the coffee shop should provide their service. That include change environment, make more good food, shop assistant provide good service. Coffee shop should have it owner brand and characteristic. Like Starbucks, that will attract more students. Coffee is develop in china now, coffee shop is not only a place to drink coffee, people like go to there to relax, so Starbucks the third space is popular. School should popularize coffee culture, let our school student have a good coffee shop atmosphere to study and relax.7.0 ReferencesBryman, A and Bell, E (2007)business research methods , 2nd Edition, new Y ork, Oxford university press.Daniel. Y. D (2006) International journal of market research, V ol.43, Quarter4, pp.361-375.Rossman, S.（2002）learning and Development, London, CIPD.Cathrye, D (2005) school customer service, 3rd Edition, Gower.Ray, T. (2005), managing knowledge, sage, London.peter, Z (2007), industrial and commercial training, V ol. 40, No.1,pp.39-40.8.0 Appendices8.1 Appendices AThe Campus culture of the coffee shop in HND studentsI'm sorry to take up your valuable time, hope you can contribute your power in campus cafe culture to Renmin University. Appreciate!1. How many times you go to café inside of campus normally?*always *not many times *rarely have chance to go there2. Which café is your choice normally?*XIAOYOUJI*BOXINGDI*JIANANMEIDI*MANCOFFEE*W ATERSTONE3. Who will go to the café with you when you are going to café?*alone *friends *classmates *lover *somebody relate to your work4. What is the reason you select in the second question do you think it is attracting you?*price - please go to question 9*surrounding (including hardware facilities) – please go to question 5*services - please go to question 6*catering - please go to question 7*position - please go to question 85. Please write one or more than one aspect attracts you in the environmental characteristics._____________________________________________________________________6. What are there special place you consider they have in services?_____________________________________________________________________7. What kinds of food in this café you prefer? Chinese food or western food? or have any other feature?_____________________________________________________________________8. The reason you come to this coffee shop is just because relatively close? Any other ideas?_____________________________________________________________________9. What suggestion and opinion you have and want to put forward to the café inside of campus?_____________________________________________________________________Thank you for your cooperation, God bless you!8.2 Appendices B1020304050607080enviroument taste servicewhich coffee shop students usually goBOXINGDIXIAOYOUJIMAANJIANANMEIDISHUICHUANSHIstudyhave a meeting wite boy/girl friend 0102030405060studytalk with friendhave a meeting wite boy/girl friend。

HND商务文化策略答案

HND商务文化策略答案商务文化策略是指企业在开展国际商务活动时，根据不同国家或地区的文化差异，制定相应的策略，以适应当地的商务环境，促进商务合作的顺利进行。

本文将围绕HND商务文化策略展开讨论，并提供相关的答案。

一、HND商务文化策略的重要性和意义商务文化策略对于企业的国际化经营至关重要。

不同国家或地区的商务文化差异可能涉及礼仪、沟通方式、商务谈判方式、商务合作模式等方面。

如果企业没有针对性地制定商务文化策略，可能会导致沟通不畅、误解增多、商务谈判失败等问题，从而影响企业的国际业务发展。

因此，制定HND商务文化策略是企业成功开展国际商务活动的关键之一。

二、HND商务文化策略的制定步骤1. 了解目标国家或地区的商务文化特点：包括礼仪、沟通方式、商务谈判方式、商务合作模式等方面的特点。

可以通过研究相关文献、咨询专业机构或当地人士等方式获取信息。

2. 分析目标国家或地区的商务文化对企业的影响：通过分析商务文化对企业的影响，确定企业在目标国家或地区的商务活动中需要重点关注的方面。

例如，某些国家重视面子文化，企业在与当地合作伙伴交往时需要注重尊重对方的面子。

3. 制定适应性的商务文化策略：根据目标国家或地区的商务文化特点，制定适应性的商务文化策略。

例如，如果目标国家注重礼仪，企业可以培训员工相关礼仪知识，以确保在商务交往中表现得体。

4. 实施商务文化策略并不断优化：将制定的商务文化策略付诸实施，并根据实际情况进行不断优化。

企业可以通过与当地合作伙伴的密切合作、反馈机制的建立等方式，了解策略的有效性，并及时进行调整。

三、HND商务文化策略的案例分析以某企业在进军中国市场为例，制定HND商务文化策略的具体步骤如下：1. 了解中国商务文化特点：中国商务文化注重人际关系，礼仪要求较高，商务谈判中注重长期合作关系的建立等。

2. 分析中国商务文化对企业的影响：中国商务文化对企业的影响主要体现在建立人际关系的重要性、礼仪的要求、商务谈判的方式等方面。

HND商务文化与策略.doc

HND商务文化与策略Strategy and Culture in J D WetherspoonSection 1: External environment(a).The PESTEL analysis heading are a framework in which environmental influence are categorized into six main types: political, economic, socio-cultural, technological,, environmental and legal.1.P: political forces, as the political arena has a huge influence upon theregulation of business and the spending of consumers and other businesses.The political is including government stability, taxation policy, social welfare policies and the trade regulations.In our case of J D Wetherspoon plc, the Monopolies and Mergers Commission take a ruling about broken the ‘tied house’ system, this ruling limited the brewer selling the beer and brewing the beer at same time. And the government pays attention for the disadvantage.2. E: economic forces, as the state of a trading economy in the short-term andlong-term influence the wealth of a population. The economic is including interest rates, inflation, and disposable income and product seasonality and so on.About the J D Wetherspoon plc, in the start of twenty first century, J D Wetherspoon was facing much more competition. The retail licensing marking had adapted to the changes in the ‘tied house’ system and other retail pub chains like Regent Inns and Punch Taverns had been developing their businesses. And the supermarket began selling drinks also have influence on the company.3.S: socio-cultural forces. Such as religion and demographics impact uponproduct design and spending by consumers. It includes lifestyle trends, education level, population demographics and social responsbilityIn the case, people more and more carefully to take attention on their health, so they began to reduce the wine drinking. Then J D Wetherspon plc develops a kind of low ethanol wine.4.T: technological forces, such as information technology influences productionmethods, and transportation influences market penetration and product costs.It will include speed of introduction of new technologies, innovations/developments and consumer buying options and so on.In the case, with the technological develop; the beer can be bottled and selling in the market. Because of this, people aren’t need to drink beer only in the pubs. This can decrease the sell share of the J D Wetherspoon.5.L: legal forces, such as product safety influences design, and trading practicesinfluence how businesses conduct themselves in the market. It may include like employment law, healthy and safety, company law and consumer protection and so on.In the case, the government issued policies to limit the wine drinking, and theMonopolies and Mergers Commission take a ruling about broken the ‘tied house’ system, this ruling limited the brewer selling the beer and brewing the beer at same time. All of these legal forces could have influence on J D Wetherspoon. (b).The analysis of the organization’s internal and external strategic environment is referred to as a SWOT analysis. SWOT is an acronym for strengths, weakness, opportunities and threats. The SWOT analysis is a very popular tool withSWOT analysis for J D WethersponInternal Strength:●Staff.●Good service andenvironment.Weaknesses:●Food.●Service for children.External Opportunities:●Different pub brand.●Developing budget hotel.Threats:● 1. Other pubs compete.● 2. Government policy.senior managers began as bar staff or cleaners. The company provide lifelong training and adopt he staff suggestion, and communicate with them, J D Wetherspoon provide quiet environment and the service are always satisfied the consumer demand, all of these can protect the company develop well.W: the food in pubs of J D Wetherspoon, it supports complimentary crisps with baguettes, this kind is bad for customers’ health and it didn’t distinguish the hot degree, this might cause customer’s discontented for the J D Wetherspoon.It also doesn’t have children’s meals. This will let the customers of adult unconvenient, and it may because the children are hurt. All of these can loss the customers.O: J D Wetherspoon is managing he pub style as ‘quiet’. But now, it acquired the Lloyds pub chain, J D Wetherspoon develop it as another style. This kind of pub’s music dazed outlets with a much stronger entertainment element and show TV programs, this can attract much more customers. The company also begun developing budget hotel, this can develop another market and increase the profit of J D Wetherspoon.T: J D Wetherspoon faced many computers, like Regent Inns, Punch Taverns and the supermarket. They will strive the share of market and the customer.The government policy also influences it. Like the limit of brewing and drink beer in the century of the city, this also can decrease the share of J D Wetherspoon.(c).Through a SWOT analysis an organization can assess its current position and make comparisons with competitors in order to plan activities and resourcesappropriately. It is the first stage of planning and helps managers to focus on key issues. It is important remember when carrying out a SWOT analysis that it is not absolute.Simple rules for successful SWOT analysis like next:●Be realistic about the strengths and weaknesses of the organization.●Analysis should distinguish between where your organization is today, andwhere be in the future.●Be specific. Avoid grey areas.●Always analysis in relation to the competition.●Keep your SWOT short and simple. Avoid complexity and over-analysis. SWOT analysis is a kind of subjective and short term in its nature, so it can’t use to analysis long-term situation.For example, when you analysis the opportunities, you can think about: where are the good opportunities available to our organization？Section 2: Organizational culture(a).1. Organizational culture is difficult to define precisely. A simple description is that it is a system of shared meaning between members of an organization or ‘the way we do things here’. It acts as the social glue w hich holds the organization together. Research shows that the culture of an organization can significantly affect the way in which the company operates, particularly in terms of its effectiveness. Shared values become embodied in the organization’s ideolog y or philosophy and act as a quite to behavior and ways of dealing with anxiety.In J D Wetherspoon pubs, it says that people are its best asset. The company is satisfied the staff, so this is its organizational culture. It has a flexible training policy which enables people from all kinds of different backgrounds to join the company. It is committed to lifelong training and it provides staff with opportunities to gain relevant qualifications such as those offered by the British Institute of Innkeeping, 20% of senior managers began as bar staff or cleaners.2. Basic assumptions at a very fundamental, almost subconscious, level tell employees how to perceive, think and feel about things. These are the elements of culture are unseen and not openly identified in the day-to-day interactions of the members of the organization. Culture elements at this level exist as ‘unspoken rules’ and are rarely discussed within the organization. They direct the way events and actions are perceived and interpreted by the organization.In the case, J D Wetherspoon create a quarter of the space in each establishment is non-smoking.(b).A kind of recognized model of organizational culture is Terrence Deal and Allan Kennedy. It is based on how quickly organizations receive or strategies and the level of risk that they take. Deal and Kennedy stated that these two factors gave rise to four generic types of cultures, which they called tough guy/macho culture,work hard/play hard culture, bet-the-company culture and process culture. Thr ough the case, we can know Tim Martin is a ‘big man’ in his company; he manages the company with his mind and idea, it company is include by the food industry, all the staff work hard every day, and then they will have a holiday for several days. So J D Wetherspoon is suit the tough work hard/pay hard culture. The work hard/pay hard culture’s core value is keeping good customer service. In the case, the company has a ‘lifestyle guarantee’ which aims to give managers time for a life outside work. Another key aspect of the company’s operation is ‘involvement and communication’. Staffs are kept in touch with weekly newsletters, a monthly company video and by publicizing the minutes of Board meetings. The company always pays highly attention to the staff and the customers, and the information’s high-speed recreation, and the company also does these suggestions quickly.(c).Culture is something every organization has, but it is not a concrete entity. The culture of an organization impacts upon how that organization reacts to change and it also explains what an organizations stands for. Organizational culture is difficult to define precisely. A simple description is that it is a system of shared meaning between members of an organization or ‘the way we do things here’. The founders of the organization have traditionally had a major impact on the organization’s early culture.Through the culture and the behaviors, in the company, the company built the pubs environment very quiet and let its staff work hard in several days and have a holiday in several days.So, a kind of culture will have a kind of behavior.(d).The other type of Terrence Deal and Allan Kennedy of recognized model of organizational culture is process culture, it is focus on details and process excellence. However, the stress may come from internal politics and stupidity of the system. This kind of culture has slow feedback/reward and low risk. As a food industry, it pays attention on the result about the customers satisfied. So it isn’t paying much at tention on the details and process. If the company becomes the process culture, it will bog down with how things are done and not with what is to be achieved.Section 3: Business strategy(a)In the Generic-Strategies---Michael Porter (1990), there are three strategies: cost leadership, differentiation and segmentation, niche or focus strategy.1.Cost leadership is a low cost leader---gain competitive advantage from beingable to produce at the lowest cost---‘cost advantage is the focuses’, the low cost do esn’t mean low price---gain the benefits. It in a broad market scope environment where it has a kind of substitute products and powercompetition.2.Differentiation is differentiated goods and services satisfy the needs ofcustomers, and the companies can de-sensitize prices and focuses on value-higher price and a better margin. So it needs to incur additional costs in creating its competitive advantage. It in a broad market scope environment is in that the customers’ loyalty can help the company limited and reduce new entrants and competitors.3.The segmentation, niche or focus strategy is included cost focus and focusdifferentiation.●The cost focus is a form aims at being the lows cost producer in thatniche or segment, it in a narrow market scope environment like low costthan the differentiation in a niche.●The focus differentiation is a firm creates competitive advantage throughdifferentiation within the niche or segment. Its potential problems aresmall, specialist niches could disappear in the long term. Its associatedenvironment is in the narrow market scope, you can use a specialproduct from the major developed market competitors who havedifferent purposes.(b)In the case, during the1980s and 1990S the company relied on organic growth by acquiring suitable sites and converting them into J D Wetherspoon pubs. And it is developing a style that is quiet, healthy and satisfied environment. In the case, we can see that it build non-smoking and provide health food to the customers. To its staff, the company thinks that people are its best asset. This style is more different with others.In our case, all of these we have said, during the 1980s and 1990s, J D Wetherspoon is a pub chain, it has many pubs, the company’s aim is to manage the pub to satisfied with the customer, and it is always make its strategy in the pub chain, its all of actions like provide cheap beer and non-smoking area and so on, which are all of set the main point to its pub manage style.So I advise that the company’s situation is suit Generic-Strategies---Michael Porter (1990), differentiation.From the strategy, J D Wetherspoon gets more benefits, here I only identify four about it: the company build its own style and brand, it has its own customer group, the expansion about share and scope is growing quickly, and the benefits is more than before.(c)During the 21st century, J D Weterspoon was facing much mire competition, and through the government’s policy limited, its develop was decrease and slowly, then it begain to change its style and acquired others, it serve breakfast and open earlier in the morning, support the family dining area, show televised football and so on. The company also began to manage other area like the hotel.So it suit Generic-Strategies---Michael Porter (1990), segmentation, niche or focus strategy.During the1980s and 1990s, the company relied on organic growth by acquiring suitable sites and converting them into J D Wetherspoon pubs. In the case, we can see that it build non-smoking and provide health food to the customers. To its staff, the company thinks that people are its best asset. It is Generic-Strategies---Michael Porter (1990), differentiation.During the 21st century, it also pays attention to the staff, but it try to change its style, manage motel, and the food what has provided.(d)When a company was changing business strategy, it must be considering the factors, so as J D Wetherspoon .●Exterior environment: by the start of the twenty first century, because of theretail licensing market had ada pt to the changes in the “tied house” system and other competitor had been adapted it and developing their business. So JD Wetherspoon was facing much more competition. Many other competitorsrun the pub and receive the pay rent, this situation lead to saturation of the pub market. So J D Wetherspoon needs to change its business strategy.●Policy: during 2002-2004, government allows the supermarket began sellingdrinks, particularly premium larger, at loss-leader prices. This means that the pub can not compare with supermarket in price. On the other hand, government concern about binge drinking and the consequent ant special behaviors, particularly in city centers. This lead the decrease of new pub number and shares of case form. They must to change to save their company.(e)Strategy is many things like plan, pattern, position, ploy and perspective. As position, strategy is the stance organizations take. Organizations can choose to: be a specialist provider; be the low-cost provider and so on. In the case, we can know that: at first, it supplies special environment quiet, clean, non-smoking to others. During the development of pubs, they all became to do special environment like that. Then J D W began to serve breakfast, show World Cup football and so on, it also develop new brand like ” L N O”, and begun developing budget hotel as “Wetherlodges” to change its strategy, all these process of strategy from differentiation to focus on difference strategy choosing is its strategic choice. So the strategy choosing is a process.(f)Key issues in the management of a business strategy like next:●Market/industry knowledge●Sufficiency of resources and capabilities●Offering consumers ’a unique value ’ perceived or real●Establishing a key ’differentiator’●Consistent communication consistently●Management must keep change feasible and Structure●Recognize the principal causes of strategic change.About the J D Wetherspoon, I will talk about two points:●Consistent communication consistently. In the J D Wetherspoon, ‘movementand communication’, staffs are keeping in touch with weekly newsletters, a monthly company video and by publicizing the minutes of broad meeting.And J D Wetherspoon attend to listen to the staff voice, like their suggestions wetherspoon’s ‘listening’ poli cy is based on a system successfully pioneered by the hi-foreteller, richer sounds.●Establishing a key ‘differentiator’. During the development and growth ofthe company, it provides real ale beers at relatively low prices and care about child and disable, it build non-smoking area to keep health for the customers.Section 4: Change(a)Because of the two powers about restraining forces and driving forces take effect. The strategy of J D Wetherspoon changed over time. Through two forces of restraining is the force working against desired changes. And the other force of diving is the force of working for desired changes.If the diving force is stronger than restraining force, then the firm will be changing. The leader could compare the two forces, and consider the company need to change or not.Next we will talk about J D Wetherspoon’s driving force and restraining forces. 1.Driving forces: The increase competition, many competitors run pubs to rentthe money.Government takes many police like concern about bingedrinking, and thought it is anti-social behaviors.The changing market, the market appears to beover-supplied.2.Restraining forces: Inertia (habit) of the J D Wetherspoon, like their staff,they have habit to their ruler and management. They wantthe steady environment of work.Strength of culture in the J D Wetherspoon is very strong,the culture has a strong effect on J D Wetherspoon and itsstaff and its structure.(b)The big changes from business ethics is a mainly factor in the J D Wetherspoon. In the case, the government concern about binge drinking and think it is an anti-social behaviors, and it is particularly in the city canters. The situation of pub wasn’t been saw to be encouraging brings them bad policing. The event causes a bad effect on J D Wetherspoon.The bad influence on J D Wetherspoon about profit and shares and sales. Tim Martin now as an executive, he had give up his power through daily time. So the business ethics is very important factors for J D Wetherspoon.(c)The role of management of J D Wetherspoon dealing with the changes is like next:●Establishing directions: developing a vision of the future often in the distantfuture, and strategies for producing the changes needed to achieve that vision. During the J D Wetherspoon’s development and grows, the firm sale bear in cheap price, take non-smoking area, provide television program and so on. All of these means J D Wetherspoon adopt the above behavior to reply change.●Aligning people: communicating direction in words and deeds to all whosecooperation may be need so as to influence the creation of teams and coalitions that understand the vision and strategies and accept their validity.About the J D Wetherspoon, it communicates and knows about customers needs, then change its business, like breakfast serving in the morning before normal time at 11:00 a.m.●Motivating and inspiring: energizing people to overcome major political,bureaucratic and resource barriers to change by satisfying basic, but often unfulfilled, human needs. Monitoring organizing and results, through find the careless to solve the problems. The leader should fide out the difference between J D Wetherspoon and others. It always needs to communication with people, know their needs and solve them, help them to adapt the changes in the company.(d)I will give some suggestions to J D Wetherspoon’s management, in order to help them analysis a change situation. I am introducing the three-step conceptual framework from Kurt Lewin to management. He has introduced the three-step change model in 1951 and has agreed the change that should be involved and concerned with the three stages and the individuals.The three stages like next:●Unfreezing the present. Reducing the forces maintaining the organization inits present situation. Recognizing the need for change and important.In this stage, management need let their employees know theimportance of the change. In the 21th centaury of the case of J DWetherspoon, it faced more competition. Some other retail pubchains had been developing their business, and some of the pub areincreasing the market appears to be over-supplied. The governmentlimited the drinking and the consequent anti-social behavior. In aword, the market share, profit and sales are decreasing. So thecompany needs to change.●Moving to the new level. Shifting the behavior of the organization to a newlevel by encouraging staff to adopt mew behavior and attitudes. The implementation of the change.In this stage, the employee needs to accept the mew business culturewith the management’s help. Leader can use motivate methods toencourage employees say yes to the change. For instance, they cangive rewards to employees, or so benefits. About J D Wetherspoon, ithas some changes like: most pubs have a dedicated family diningarea where children and their parents can eat together, and the pubbegan to serve breakfast and open earlier in the morning, and pubsstart to show TV program and the television football, and so on.●Refreezing the new level. Stabilizing the organization in its new state ofequilibrium by, for example, establishing a new culture or new structure that reinforces the change.In this stage, the behavior and attitudes of the employees needsmanagers’ force to treat and adapt the new culture, and monitor isessential. Managers need to ensure the business changes’ attitudesand concepts and the new business culture. The company of this caseshould adapt a number of methods to strength change and achievefully implement the change.●If it needs ensure the successful about fully implement change. We needadapt Kotter and Schlesinger’s management style in order to dealing with the resistance to change.●Education and communication. In this method, leader needn’t presume theinformation and knowledge and passed downward through the organization automatically, on the other hand, they should communicate with the employee in every stage of change. In J D Wetherspoon, it adopts a key aspect of operation about “involvement and communication”.Employees always keep touch with weekly newsletters, a monthly company video and by publicizing the minutes of board meetings. J D Wetherspoon does well in the acting and listening for their business. J D Wetherspoon can effectively use the method to communicate with staffs.In education aspects, J D Wetherspoon need set train classes foremployees to improve themselves, and ensure that staffs could adaptthe new business culture and structures. In order to reduce the feelof worry, then will positive to change. Staffs clear up anymisunderstandings and receive the full facts, the resistance willsubside.●Participation: the leader should let the employees to consultation process,and ensure them could obtain enough information of change. The manager also take them know they are valued; their opinion is valued for the company.This situation can ensure their information is right and immediate, and ensure the combat rumor and effectively combat employees feel they have lake of information and communication. So it is difficult for individuals to resist change the idea in which they have participated.。

Mr.S'商务文化策略

Business Culture and Strategy ofJ D WetherspoonReported by: Lang SongContents PageIntroduction P.3 Section 1 External Environment P.31.1 SPELT Analysis for J D Wetherspoon P.31.2 SWOT analysis in 21st century P.41.3 Guidelines for J D Wetherspoon P.4 Section 2 Organization Culture P.52.1 Organization culture in J D Wetherspoon P.52.2 The type of culture for J D Wetherspoon P.62.3 Relationship between Organizational culture andOrganization behavior P.62.4 A different type of culture for J D Wetherspoon to choose P.7 Section 3 Business Strategy P.73.1 Brief introduction of four strategies in an organization P.73.2 The strategy that use during the 1980s and 1990s P.73.3 Compare the strategy between 21st and 80s and 90s P.83.4 The factors considered when changing business strategy P.83.5 ‘Business strategy’ and ‘Business choice’P.93.6 Key issues considered when managing its strategy P.9 Section 4 Change P.94.1 Forces for change P.94.2 Social Responsibility P.104.3 The role of the management of J D Wetherspoon P.104.4 Overcome any resistance to change P.10 Conclusion P.11 References P.11IntroductionJ D Wetherspoon plc was founded by Tim Martin who opened the first J D Wetherspoon pub in 1979. He based his model for a pub on a 1946 essay by George Orwell which referred to an imaginary pub called …Moon Under Water‟. This offered cheap beer, good conversation and solid architecture. As a result, the company motto of J D Wet herspoon is …cleanliness, beer, service and maintenance‟. J D Wetherspoon, incidentally, takes its name from a Mr Wetherspoon who was Tim Martin‟s primary school teacher. The …JD‟ is from a character in a television programme …Dukes of Hazzard‟. J D Wether spoon became a plc in 1992 at which time it consisted of a chain of 44 pubs. It now has over 600 pubs, which means that it has expanded on average at the rate of about one new pub each week. In 2000, for example, it opened over 90 new pubs and over 50% of the finance for the new developments came from cash generated by the business. In 2002, about 10 years after flotation, its share price rose to more than ten times its original value.In my report, I will refer four knowledge points, such as external environment, organization culture, business strategy and change. In order to analysis whether J D Wetherspoon plc remains a successful business, what factors made J D Wetherspoon to achieve its goals, and to show how the company to take appropriate measures to deal with problems.Section 1: External Environment1.1 SPELT Analysis for J D Wetherspoon♦Social factorThis factor had an influence J D W company on the licensing trade during 2002-2004, supermarket began selling drinks, particularly premium large, at loss-leader prices. This makes it difficult for pubs to compete on price and encourages drinking at home. ♦Political factorThere was increasing public and government concern about binge drinking and the consequent anti-social behavior, particularly in city centers. Pubs of J D Wetherspoon plc cannot be seemed to be encouraging this state of affairs as it brings them bad publicity.♦Economic factorJ D Wetherspoon plc offered cheap beer and sold a wide range of real ale beers at relatively low prices. During 2002-2004, supermarket began selling drinks, particularly premium large, at loss-leader prices.♦Legal factorThe traditional link between the brewing companies and pubs known as the …tied house‟ system had been broken by a ruling from the Monopolies and Mergers Commission which severely limited the number of pubs which a brewer could operate. This had forced J D Wetherspoon plc to choose between brewing and retailing. Monopolies and Mergers Commission have been given responsibility to control, usually for the government.♦Technological factorIn the J D W pubs, the plasma screens can make a special atmosphere of the pubs. And it makes up disadvantage that the lack of TV sets.1.2 SWOT analysis in 21st centuryI will show you a diagram about the J D W‟s internal factors and external factors which consisting of its strengths, weaknesses, opportunities and threats by SWOT1.3 Guidelines for J D Wetherspoon♦O and T can be identified by using a classificationAny organisation will want to maximize strengths and minimize weaknesses. In order to seize opportunities and remove threats. Change way arises from any of these four areas. Organisations need to monitor their SWOT, especially at times of crisis, and be responsive to changes that have already occurred. They also need to plan for anticipated changes and be fully prepared to meet them. SWOT analysis is a very useful tool but it is only a starting point.♦Strengths and weaknesses can be identified an internal audit.Strength and weakness depend on the company‟s performance in the past. They can be found using internal audit. For example, the JDW are including the provision of specially adapted toilets for customers with disabilities, this strength is belong to J D W‟s internal advantages.♦Past O and T may lead to current S and WFor example, the JDW seized the opportunity to using new information communication technology innovations—Wi Fi, so it has attract more customers. Furthermore, if the JDW did not deal with the potential threats well, this may be become its weakness.♦S, W, O and T change over timeIn most time, the JDW without TV screens may be can become a strength, because it can offer a quite and comfortable atmosphere to customers, make them enjoy themselves in the pub; but on the other hand, when the World Cup or other Tournaments held, it cannot show the televised football, here, the strength become a weakness.♦Strengths and weaknesses can be at the same instantFor example: In JDW, they do not play music or TV programmers, the strengths is that it can provide a quiet atmosphere for customers to socialize and converse; meanwhile, this make the competitors‟ premises more attractive.♦Interpretation for SWOT with cautionTo some extent, SWOT analysis is subjective, so it has limitation, the JDW using this analysis need be treated with caution.♦The use of SWOTThe SWOT analysis does not determine strategy, it used in conjunction with other tools for audit and analysis, so you can choose the highlight factors used into account. ♦Basic attention on using SWOTJDW can take action on any one or more of the four elements in a SWOT, but they can not only pay attention to its single aspect, such as threats, and ignore its opportunities, they should consider things from every angle.Section 2: Organization Culture2.1 Organization culture in J D W♦Definition of Organization cultureOrganization culture is the pattern of assumptions, values and norms shared by organizational members. The culture of an organization can significantly affect theway in which the company operates, particularly in terms of its effectiveness. Culture is the environment that surrounds staff at work all of the time. It is a powerful element that shapes the staff‟s work enjoyment, work relationships and work process. However, it sometimes cannot actually see.♦Definition of shared values and taken-for-granted assumptionGenerally speaking, shared values means formal culture while taken-for-granted assumptions informal culture. In this sense, control systems, organizational structure, power and structures can be regarded as shared values; rituals, stories, physical symbols and common languages can be called taken-for-granted assumptions.♦Examples of shared values and taken-for-granted assumptionIn this case, one example from J D Wetherspoon of shared values is that the company empowered its staff kept in touch with weekly newsletters, a monthly company video and by publicizing the minutes of Board meetings. This policy reflected the company‟s power structure, which was a deliberate attempt by senior management to develop a particular set of value, which encouraged the employees to work actively and creatively.The example of taken-for-granted assumption is that J D Wetherspoon welcomes people form all kinds of different backgrounds to join the company. This reflected the company‟s symbols.2.2 The type of culture for J D WetherspoonWhen the customers have the new demanded, such as the new taste of beer, pubs will get the rapid feedback. Meanwhile, if a pub cannot make profit any more, it will withdraw the market easily. In other word, the risk is lower. According to the Deal and Kennedy‟s Model, I think J D Wetherspoon‟s culture is the type of work-hard and play-hard culture.Work-hard and play-hard culture‟s stress comes form the quantity of the work rather than uncertainly. The high-speed action will lead to the high-speed reaction. The basic concepts and beliefs of this type are focusing on the customers. They should find the customers‟ need and meet it. J D Wetherspoon is the pub that concern on its services. It should find and know the customers‟ needs timely and meet them. Otherwise the power of competition becomes lower. For example, each of J D Wetherspoon pubs has a ventilation system because majority customers do not like smelling of smoking. It also offers specially adapted toilets for customers with disabilities. It is obviously that when the company knows the customers needs, it make reaction quickly.2.3 Relationship between Organizational culture and organization behavior Wetherspoon‟s has consistently claimed that people are its best asset and offers the flexible training policy. Every member of staff is considered as potential management material. It is the formal culture. So the company gives every staff‟s lifelong training and provides equity opportunity to gain relevant qualifications. Thus the sense ofloyalty will be build. The culture influences the behavior.The company has adopted some suggestions from employees, such as starting training courses later in the day to save on travel costs, introducing a …hotness‟ rating on the curry menu and so on. It is obviously that the company has the policy that staff can be involved to discussion the company‟s operations. The behavior reflects the culture. The culture and behavior in J D Wetherspoon are identically.2.4 A different type of culture for J D Wetherspoon to chooseProcess is the type which has low feedback and low risk. The stress of it may come from the internal policies and stupidity of the system. They focus on the security of past and of the future. This type of organization concerns on work patterns and titles. If J D Wetherspoon chooses the type of process, the result is may be worried. The company cannot get the information about market and make reaction quickly. The management will not flexible and become stability. Furthermore, the company cannot renovate the customers‟needs and new technology. It will cause loss the power of competition.Section 3: Business Strategy3.1 Brief introduction of four strategies in an organization♦Market PenetrationIt markets its existing products to existing customers. This strategy increases revenue by promoting the product, repositioning the brand and enlarging its business.♦Market DevelopmentHere we market our existing product range in a new market. This means that the product remains the same, but it is marketed to a new audience. Exporting the product, or marketing it in a new region, is examples of market development.♦Product DevelopmentThis is a new product to be marketed to our existing customers. Here we develop and innovate new product offerings to replace existing ones. Such products are then marketed to our existing customers. This often happens with the auto markets where existing models are updated or replaced and then marketed to existing customers.♦DiversificationThis is where we market completely new products to new customers. There are two types of diversification, namely related and unrelated diversification. Related diversification means that we remain in a market or industry with which we are familiar. For example, a soup manufacturer diversifies into cake manufacture (i.e. the food industry). Unrelated diversification is where we have no previous industry or market experience. For example a soup manufacturer invests in the rail business.3.2 The strategy that use during the 1980s and 1990sThe strategy that be used in 1980s and 1990s are market penetration. It is the existing product to the existing customer. The company relied on growth at that time by acquiring suitable sites and converting them into J D Wetherspoon pubs. The company did not open it in other country or take the pub into other forms. So the products and th e market are both don‟t change.The J D Wetherspoon chooses that strategy have some advantages as follows:1. The staff has a loyalty in the company. It is useful for the company to growth.2. The expansion of company does quickly and stably. It means that the profit for the company from sales is good.3. The company growth organic, the share price rise ten times than its original value.4. The company quickly responds the change of environment. It attracts more customers that some characteristics that other pub do not possess. It builds good loyalty with customers.3.3 Compare the strategy between 21st and 80s and 90sIn 21st the strategy is product development. The company entered into new market and the company also does some changes on their original services such as reduce alcohol in cocktail pitchers or providing breakfast.The strategy used in 80s and 90s make the company grows stably. It helps the company build a good loyalty with the customer. The company has enough capital to run the company as the sales grow quickly. The strategies that use in 21st help the company expand the business and improve the competitiveness.J D Wetherspoon seems to be following a different strategy which called Focused differentiation during the 21st century. For example, pubs now serve breakfast and open earlier in the morning before normal licensing hours begin at 11:00 a.m.. The strategy in 1980s to 1990s didn‟t help the company exist well in today‟s competitive market. So, the company changed its strategy to maintain its market share and develop its profit.3.4 The factors considered when changing business strategyThe situation may also accident. Changes in an organization‟s strategy are caused by changes in the environment within which organisation operate. If the structure needs to be changed, the manager will change their strategy. The staff may be willing to follow the strategy. However, if the company takes the new product in the market; it can help the company get high market share.♦Social factorIf JDW change its business strategy, there are many factors should be considered, such as the changes in current marketing environment. The social attitudes to binge drinking indicate the threat to JDW.♦Culture factorIn addition, another factor is existing management. Tim Martin may have been committed to the old strategy, while others may have taken advantage of theslowdown in profits and growth to sideline him. His style may have been perceived by others as more appropriate to a previous time. The involvement and communication of staff can be an advantage but maybe a hindrance for them.3.5 ‘Business strategy’ and ‘Business choice’♦Concepts of business strategy and strategy choiceBusiness strategy is for every manager, needs to be effective and well plan to steer an organisation as efficiently and successfully as possible. It must make a correct business strategy in right time.Strategic choice is viewed as an ongoing process in which the planned management of uncertainty plays a crucial role.♦The connection between the terms business strategy and strategy choice During the 1980s and 1990s, JDW adopt the differentiation as their business strategy. They do not play music or show TV programmers in their pubs and also established at least a quarter of space is non-smoking area. Though this strategy, it became more attractive and intensify its marketing competitiveness.3.6 Key issues considered when managing its strategy♦Communication with staffManagement should be clear about the message and ensure that it always expresses it in a similar manner regardless of the audience. From the case, Wetherspoon‟s has consistently claimed that people are its best asset. Every member of staff is considered as potential management material and 20% of senior managers began as bar staff or cleaners. It recognizes that employees will not stay with it for all their working lives but does wish to build a sense of loyalty.♦O ffering consumers ‘a unique value’Another key issue is that offering consumers …a unique value‟, perceived or real. Combining from the organization‟s products and services so that the organization can offer more benefits to the consumer for a lower price. For example, supermarkets began selling drinks, particularly premium lager, at loss-leader prices. This makes if difficult for JD Wetherspoon pubs to compete on price and encourages drinking at home. Thereby, the company should make a suit of price strategy. Let consumers realize JD Wetherspoon without end offer good service and that concrete price. Section 4: Change4.1 Forces for change♦Increase competitionBy the start of the twenty first century, J D Wetherspoon was facing much more competition. Supermarkets began selling drinks, particularly premium larger, atloss-leader prices. There was increasing public and government concern about binge drinking and the consequent anti-social behaviors, particularly in city centre. Restraining forces also exist in J D Wetherspoon. At the early time of this company‟sdevelopment, the management kept using their traditional method of operation and did not want to change. In this case, they did not play music or show TV programmes in pubs.♦Influences from changeThe changes have affected J D Wetherspoon. Their sales and profit growth have slowed down and the share price also fell. They should sell drinks in low-price than the previous year to attract more customers and gain the market share. But the profit growth will be dropped.4.2 Social ResponsibilityThe social responsibility factors can affect product design, and spending by customers.As the pub, J D Wetherspoon has its especially social responsibility. It will limit the drinking. In other word, J D Wetherspoon pubs will not encourage unrestricted drinking. Meanwhile, the government is also concerning the anti-social behavior because of binge drinking. So J D Wetherspoon makes the modification of its produces. The pubs reduce the amount of alcohol in its cocktail pitchers and remove the price incentives to dink larger measures of spirits. However, the situation is not satisfied. The sales of spirits and cocktails are not increase. The profit has been affected.4.3 The role of the management of J D WetherspoonThe management of J D Wetherspoon could play an important role which is the Action Research Model in dealing with the changes that have occurred during the period since the year 2000.Successful action is based on analyzing the situation correctly, identifying all the possible alternative solutions and choosing the most appropriate to the situation at hand. So the company collects the suggestions from members of staff.In this case, at the beginning of the 21st Century, the retail licensing market had adapted to the changes in the …tied house‟ system a nd other retail pub chains like Regent Inns and Punch Taverns had been developing their businesses. The basic approach to J D Wetherspoon outlets remains unaltered but it has made some changes, such as, pubs now serve breakfast and open earlier in the morning before normal licensing hours begin at 11:00 a.m.4.4 Advice to the management of JDW♦Advice for overcoming resistanceIn order to overcome any resistance to change, management of J D Wetherspoon should concern on something and take any actions. Don not make unnecessary changes is the key element. Managers need to ensure people know why the changes are needed. They can accord to education and communication with employees. Negotiate and bargain with staff rather than dictate. Managers also can analysis what will happen if the changes are not made.HND DE3X 35: Business Culture and StrategyLang Song trade 07 11Advice for analyzing changeJ D Wetherspoon can create a climate for change. For example, the company can reduce the fear of change, encourage innovation and eliminate any …blame culture ‟. The company also can try to identify small but effective changes to introduce the idea of change and create a climate for change. These are few examples of simple ways to introduce effective and accept changes.ConclusionIn this report, I analyzed the structure and organization culture of JDW from four aspects: external environment, organizational culture, business strategy and change. For the section one, I mainly through SPELT analysis and SWOT analysis to show which factors affected JDW and its strengths, weakness, opportunities and threats. In the section two, I mainly introduced some information about organization culture of JDW. And then I explained the strategy that JDW adopt the different period in section three. Finally, the section four indicates the information of forces for change and against change in JDW. Then gave the suggestions on analyzing change and overcoming resistance to the management of JDWIn JDW, the passionate and skillful employees, who help create JDW as a comfortable place for customers to enjoy the “Wetherspoon Experience ” is an important part of JDW. The great brand recognition and high customer satisfaction made it widely accepted by a variety of consumers. Furthermore, it has a good management, organization culture and strategy. It not only meets the needs of modern consumer culture, but also adopted the flexibility strategies —it takes appropriate model of cooperation based on the different marketing. Due to these key factors, the JDW could be so successfully nowadaysReferencesBusiness Culture and Strategy: An Introduction topic 5.1, 5.2Business Culture and Strategy: Advanced topic 5.2, 5.3, 5.4, 5.5http:// http:// http:// http:// 。

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商务行为技巧报告

HND商务行为技巧报告引言：商务行为技巧对于现代商业领域的成功至关重要。

在竞争激烈的商业环境中，掌握有效的商务行为技巧可以帮助企业更好地与客户、合作伙伴和员工进行沟通，取得更好的业务成果。

本报告将介绍商务行为技巧的重要性，并提供几个实用的技巧。

一、商务行为技巧的重要性1.建立良好的人际关系：商务行为技巧可以帮助建立并维系与客户、合作伙伴和员工之间的良好人际关系。

通过有效的沟通和交流，可以增加彼此之间的信任和合作，并促进业务发展。

2.提升销售能力：商务行为技巧在销售过程中起到关键作用。

通过了解客户需求、运用有效的销售技巧和技巧可以提高销售人员的效率和销售额。

3.解决问题：商务行为技巧可以帮助解决商务中出现的问题。

有效的沟通技巧和解决问题的能力可以让双方更好地达成共识，化解纠纷。

二、商务行为技巧的实用技巧1.善于倾听：倾听是一项重要的商务行为技巧。

通过倾听，可以理解并满足客户的需求，建立更好的客户关系。

在与合作伙伴和员工沟通时，也要善于倾听，以便更好地理解对方的意见和建议。

2.积极沟通：有效的沟通在商务环境中非常重要。

积极参与沟通活动，表达自己的观点并听取他人的建议，可以促进更好的理解与合作。

3.灵活应变：商业环境经常变化，要成功应对变化需要具备灵活应变的能力。

灵活应变意味着根据不同情况调整自己的行为和策略，以适应不同的商务环境。

4.时间管理：合理管理时间是一项重要的商务行为技巧。

合理安排工作时间，以充分利用时间和资源，提高工作效率和生产力。

结论：商务行为技巧对于企业在竞争激烈的商业环境中取得成功至关重要。

通过建立良好的人际关系、提升销售能力和解决问题等技巧，可以提高业务效果，并为企业的成功打下基础。

在今后的发展中，我们需要不断提升和应用商务行为技巧，以适应商业环境的变化，并取得更好的成绩。

HND 商务文化策略1

Report on Business Cultureand StrategyCandidate No.:Candidate Name :Tutor :Nov 2th, 2015Central South University of Forestry and TechnologyPEST analysisPEST analysis include social factor, technology factor, economic factor and legal factor, which is used to analyze the influence of the external environment to the organization. In this case, social factor, for example, J D Wetherspoon sell a wide range of real ale relatively low prices. Wide range can meet customers’ need well and low price will add the conversion cost of customers which promote sales. Other social factor is that J D Wetherspoon serve food which is available all day and sold at relatively cheap prices.Technology factor has limited influence to J D. Free WI-FI and TV screen provide convenience for customers.Currency condition and national income are major element of economic factor. In this case, in 2004 it remove price incentives to drink larger measures of spirits and reduced the amount of alcohol in its cocktail pitchers which has an adverse effect on sales of spirits and cocktails. If national income increase, citizen’ consumption will increase.Legal factors have limited effect to company as much as technology factors. In this case, tied house system had been broken by ruling from the MMC which severely limited the number of pubs which a brewer could operate. Other hand, government is concerning about binge drinking and the consequent anti- social behavior. It may reduce sales.Political factor is MMC and binge drinking. In case, tied house system had been broken by a ruling from the MMC which limited the number of pubs. Increasing public concern about binge drinking and the consequent anti-social behavior. These impact the sale.SWOT analysisIn SWOT analyse, S and W belong interior factors and external factor include W and T. Advantage of strength are reflected following circumstances. Training courses, area meetings and shift management meetings form part of the working week which will notencroach into staff leisure time. It can improve staff’ loyalty, and competitor do not take them. The other circumstances is that it is committed to lifelong training and it provides staff with opportunities to gain relevant qualifications such as those offered by British Institute of Innkeeping. These can keep staff and avoid outstanding employee quitting.Weakness are reflected these aspect. Music and TV programmes. J D Wetherspoon do not play music and show TV programmes which reduce its allure so that competitive advantages is lower than competitors.About opportunities, J D wetherspoon has developed the ‘Lloyds Number One Bar’ brand and greatly increased the number of outlets. New product can attract attention of customers. If the new product’s quality is good, J D’s sales will increase.Secondly future new outlets will be divided between the J D wetherspoon and Lloyds No1 Bar brand. Reasonable market segments will expand sales.Threat are from concern about binge drinking and the consequent anti-social behavior. It will reduce sales seriously. Even more, due to opportunities are less, J D must be impacted from environment, advantages are probably to be covered by threat. Apart from these point, there also are some competitors in pubs industries.GuidelinesIn the earlier stage of planning, company should use SWOT analysis to compare with competitors so that senior managers can plan activities and distribute resource well. SWOT analysis must be specific and avoid ambiguous areas. The analysis also should be linked with competition and should not be long and complex. SWOT analysis is a kind of subjective and short term in its nature, so it can‟t use to analysis long-term situation.The analysis is changing. S and W is familiar with O and T each other. Former opportunities and threat is reflected by present strength and weakness. J D Wetherspoonalso needs to make plan for anticipated changes so that be fully prepared to meet them.S and W is interior factor. O and T is external factor. Before using SWOT analysis, managers should refer some relative material. J D Wetherspoon needs to control their SWOT, specially at the times of crisis, and deal with the changes that have already occurred.Value and assumptionculture is the outcome of the shared experiences arising from an organisation's attempts to resolve fundamental problems of adapting to the external world and achieving internal intergration and consitency. Culture is something every organisation has, but it is not a concrete entity. Value and assumption belongs the level of culture.Value is high-profile symbol include strategy, misson, statement and goals. In this case, as well as ensuring that the site was big enough, this strategy of organic growth enabled the company to choose locations which it considered suitable for pubs of its type. Statement also has been mentioned in case, Share value act as a quite to behavior and ways of dealing with anxiety. J D Wetherspoon has a ‘lifestyle guarantee’which aims to give managers time for a life outside work, which can reduce staff’ pressure.Assumption is low-profile symbol, which is reflected by staff or audience how to feel the rules. It is not visible. Culture elements of this level is called as unspoken rules and is rarely discussed within the organization. They direct the way events and actions are perceived and interpreted by the organization. In this case, J D Wetherspoon create a quarter of the space in each establishment is non-smoking.Model of organisation cultureThe model of organizational culture is Terrence Deal and Allan Kennedy, which based on how quickly organizations receive or strategies and the level of risk that they take. Itstated that these two factors gave rise to four generic types of cultures, which they called tough guy/macho culture, work hard/play hard culture, bet-the-company culture and process culture. J D is work hard/play hard culture, because in Tim Martin’s company, the staff work hard every day, and then they will get a holiday for several days and the company also work to the food industry. This is typical in large organisations that strive for high-quality customer service. Rapid feedback and reward and low risk is the feature of work hard/play hard. In the case, J D Wethrspoon has a’lifestyle guarantee’ which aims to give managers time for a life outside work. It reduce risk from staff’ pressure to quitted. Another key aspect of the company’s operation is ‘involvement and communication’. Staffs are kept in touch with weekly newsletters, a monthly company video and by publicizing the minutes of Board meetings. It promote feedback.Relationship between culture and behaviorOrganisational behaviour is the study of human behavior in organizational settings, the interface between human behavior and the organization, and the organization itself. Organizational culture is difficult to define precisely. A simple description is that it is a system of shared meaning between members of an organization or the way we do things here. Every organization has culture, but culture is a abstract conception. Organisation culture can affect what company should do in next step, so, every culture will have a kind of behavior. In this case, poll and staff meeting is major embodiment. For example, Tim Martin justified them by using the results of a poll among company staff which showed that 90% were against the single currency and 95%were happy for the pubs to be used in Martin’s No’ campaign. If managers are willing to execute the choice of most staff, it can avoid autarchy. These is poll. About meeting, its staff are kept in touch with weekly newsletters, a monthly company video and by publicising the minutes of Board meetings.Another model of organisation cultureProcess culture also is another choice. This is slower feedback and reward than DK and low risk as much as DK. This is often associated with bureauracies. While it is easy tocritics these cultures for being overly cautious or bogged down in red tape, they do produce consistenr results, which is ideal in. There is general low stress. However stress may come from internal politics and stupidity of the system. J D stress punctuality and remain current situation. As a food industry, if J D Wetherspoon use the process culture, it will get into trouble with how things are done and with what is to be achieved.。

HND商务文化与策略

H N D商务文化与策略o u t c o m e3(总3页)--本页仅作为文档封面，使用时请直接删除即可----内页可以根据需求调整合适字体及大小--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.The third is focus strategy. The generic strategy of focus rests on the choice of a narrow competitive scope within an industry. The focuser selects a segment or group of segments in the industry and tailors its strategy to serving them to the exclusion of others. The focus strategy has two variants. One is in cost focus a firm seeks a cost advantage in its target segment, the other is in differentiation focus a firm seeks differentiation in its target segment.The fourth is diversification. This is where we market completely new products to new customers. There are two types of diversification, namely related and unrelated diversification. Related diversification means that we remain in a market or industry with which we are familiar.b. During the 1980s and 1990s, JD Wetherspoon used broad differentiation strategy. Compare other pubs; JD Wetherspoon isspecial and different. They sell a wide range of real ale beers at relatively low price; good quality wine is available; they don’t play music or TV programmers; especially the non-smoking and toilet design.Because its clean comfortable atmosphere and low price high quality products, it bring some benefits to JD Wetherspoon.They provide good services, such as cheap beer, good conversation and solid architecture with 24-hours. It is not only attracting more new customers, but also improves the customers’ loyalty. Then the purchases will increase.Their employees have high loyalty and good quality, it is easy to manage and control. Then it will steadily develop the company’s future.Their delicious food and thoughtful service can build a good reputation and good brand image, and maybe the company will become a trend.JD Wetherspoon can expend to help the company increase market share, make more profits.c. In 1980-1990s, business strategy is broad differentiation strategy. While in the 21st century, business strategy is focus differentiation strategy.In 1980-1990s, they don’t play music or watch TV. But in the 21st century, they have plasma screens and it can watch football.In 1980-1990s, the pub just has only one business. But in the 21st century, the pub serve breakfast and begun developing budget hotel accommodation.In 21st century, JD Wetherspoon Removed price incentives to drink larger measures of spirits and reduced the amount of alcohol. But In 1980-1990s, they just sold real ale beers and good quality wine.d. J D Wetherspoon need to consider some factors when change its business strategy. The first is policy. From the case, we can see during 2002-2004, government concern about binge drinking and the consequent ant special behaviors, particularly in city centers. Before changing a policy, they need to concern about whether the new policy could make more profits.The second is internal environment. Because the customers demand increases, J D Wetherspoon should improve employee’s quality, make the service more thoughtful. Before changing a policy, they need to concern about whether the new policy is suits different customers. The third is social. In this case, the supermarket began selling drinks, encourages drinking at home and increase in the number of bars. It increased more competitors. So before changing policy, they need to consider about whether the policy can bring more customers and whether could reduce competition with other companies.e. Business strategy is the plans choices and decisions used to guide a company to greater profitability and success. It should be designed to bring success and avoid failure. Strategy choice is described of deciding which strategies can benefits organization’s future. This strategy decision is very important to company. From the case, in 21st century, J D Wetherspoon adopts the differentiation business strategy. There are some new products like provide a dedicated family dining area and serve the breakfast. The new market was begun developing budget hotel accommodation known as‘Wetherlodges’. In a competitive pubs market, J D Wetherspoon is different from other pubs by using this way, it had already open the new market for increasing the competitiveness. It is an attractive pubs for customers. Then this strategy brings more profit for JD Wetherspoon.f. JD Wetherspoon is operating well now, but it still needs to consider some key issues: The one is need to enhance communication between managers and employees. This management method can help managers and employees exchanging their ideas and suggestions. It also can help company deeply develop, improve service and products. For some problems, they can solve these problems at once. The other is needed to consider whether the business strategy is flexible. When the environment changes, the strategy can quickly respond and find a way to constant changes.。

1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。

IntroductionThe report is about the change in the external environment in JD Wetherspoon. It analysis the SPELT and SWOT of the J D Wetherspoon. It also analysis the relationship between organisational culture and organisational behavior in the JD Wetherspoon. J D Wetherspoon plc was founded by Tim Martin who opened the first J D Wtherspoon pub in1979. It now has over 600 pubs, which means that it has expanded on average at the rate of about one new pub each week.Section 1 External environmentSPELTThe Social-cultural factors are J D Wetherspoon provide children’s cutlery with children’s meals to convenience children. Most pubs now have a dedicated family dining area where children and adults can eat together. The area is restricted and limited to meal times only. Children are not allowed in the bar areas and the company believe it does greatly alter the atmosphere of the pubs.The Technological factors are each has a ventilation system (costing more than £100,000) which aims to ensure that customers do not leave smelling of smoke. J D Wetherspoon also has plasma screens and can show TV programmes.The Economic factors is in 2004, is clear price incentive drinks liquor larger measures, and reduce its cocktail has to these sales to produce adverse effect pitcher amount of alcohol in. In 2002, the price of the stock raised more than ten times its original value.The Political factors are related to alcohol and anti-social behavior, the government's attention, especially in the city center. So the JD Wetherspoon reaction, reducing their drinking cocktail pitcher in use, they canceled all price is favourable, drinks liquor greater measures.The Legal factors, the link between the brewing company is the traditional houses and bars that line the system has been lifted, from the determination of trade monopolies and quantitative restrictions on the merger committee can operate barsand beer. JD Wetherspoon retailers entering the market, represents a company who did not previously exist.SWOT analysisThe SWOT analysis included strengths, weaknesses, opportunities and threats. Strengths: the Wetherspoon JD with a good track record of profit sharing and sufficient capital, the price is cheap. It provides cheap beer, this means that the more competitive Wetherspoon JD, attract more customers.Weakness: lack of music and center position of Wetherspoon j JD provided that no music quite atmosphere, people prefer to some entertainment pubs. Wetherspoon JD the downtown bar mode now may have been out of date. In towns and cities center more and more bar is one of the great competitions to Wetherspoon JD. Opportunity: JD Wetherspoon opportunity into a new judge not. The beginning of Wetherspoon JD developed economy hotel accommodation for 'Wetherlodges' and famous. All The hotels are set column facilities. The bars and restaurants Wetherspoon JD other get. The relatively new opportunities of The competition, it is customer demand is changing. Therefore, the Wetherspoon JD take steps to meet demand. This would attract more of the existing and potential customers bar.Threat: the supermarket began selling losses leaders price drinks. This makes it hard to in price competition on the bar, and encourage water home. There is a growing public and government of alcohol and the resulting antisocial behavior, especially in the city center, attention. Go to the pub has been discouraged, so it is for their threats.J D Wetherspoon’s SWOT analysisThere are some guiding principles Wetherspoon JD the management can use conductive SWOT Strengths and weaknesses order. It is a set of internal environment analysis. Opportunities and threats is external environment analysis.About the strengths and weaknesses In. In reality means when organization's strengths and weaknesses of analysis, it should be based on facts, not imagine.The SWOT analysis is to concrete. Avoid grey zone. If there is a kind of factors can be regarded as power, it can also be regarded as weak thinks, this is not specific. Keep the SWOT analysis of short-term and simple. Avoid complexity and excessive analysis. Avoid complexity and excessive analysis. If you want to include many dots, each quadrant SWOT matrix, it is a good idea to them.Mixed with the current state of expectation, it will cause the distortion of the results.Section2 Organisational cultureThe organisation culture in J D Wetherspoon in terms"Granted assumptions" is for humanity and living environment and deep under the surface, is also unable to observe. In a very basic, almost points of PLC Wetherspoon JD conscious. Basic assumptions are established by Tim Martin who based on 1946 by George Orwell's articles, speak of a hypothetical bar model, called 'the water under the moon ". This provides cheap beer, good conversation atmosphere and solid in architecture. The Wetherspoon JD facilities must be made by Tim Martin hypothesis. In the changing consumer's needs and faced with more competition of the pace, basic methods to Wetherspoon JD the undergone many changes."Common values" is clear or implied basic idea, concepts and principles, of the basis is organizational culture, and guide decision-making and staff, management behavior and members of the organization. It in ideology or ideas and actions reflect as the guiding behavior and anxiety and the uncertainty of the difficult event handling methods. JD Wetherspoon place to listen, and act, feedback staff in all aspects of the enterprise has important significance.Suggested in weekly meetings and staff for their proposal shall be rewarded. Members are constantly updated and within the organization, therefore, they get better morale and kindness, in their work become more active. Therefore, the staff know they in the organization value, will eventually pay close attention to provide it.Type of culture used by J D WetherspoonFour culture types for power, role, task and personal are outlined by Charles Hendy. He outlined four culture of power culture, role culture, task cultures and personal culture's type. The attorney Wetherspoon belongs to culture of power. In the organization of decision, suggests power culture is concentrated around key individual small bureaucrats and flexible. This person like to control and behind the power culture. Many of the features Wetherspoon JD, proved that it belongs to culture of power. For example, Tim Martin is in Wetherspoon JD the parents. In a joint statement Wetherspon in the past two years in the twentieth century decades of success is largely attributed to founder. Digital is more willing to talk about the power of people who feel their reactions and spread with his or her enthusiasm and passion. Their greatest strength lies in their immediate response ability and intuitionist communication, because in a very short circuit, because of concentration of power to chance or crisis.The relationship between organisational culture and organisational behaviour in J D wetherspoonCulture is the guide and shaping employees of attitude and behavior, from a certain sense, decision-making and control mechanism. At the same time, is raising the ability of organization and cohesion. Organizational culture and organizational behavior, and determines the relationship between them is consistent. Culture of Wetherspoon JD is hard work. Because the company says people are the best assets of all time. They encourage employees to participate in the decision, in the multi-channel communication decision-making part. Tim Martin used with staff through informal method stories, let them know his hypothesis. Organizational culture can improve organizational skills, and achieve business plan, and realized the excellence of high level.The different management approachIn role culture, everybody has a distribution and logical derivation role. Rules, system,process and procedure is to ensure personal replaceable and behavior of this organization specification. Compare power culture, a culture can reduce between the employees participation and communication, stifle creativity and innovation. More enterprise structure and management and leadership feedback is slowly up to its highest. The transition to another culture, and is a controversial field, so their role is not suitable for cultural Wetherspoon JD the homework.Section 3 Business strategyFour possible strategiesProduct developmentThis is a new product will sell existing customers. This strategy may require new capacity building and request the company developed product revision of existing market.MarketingIt makes products on the market new production line. This may be the company's products and services, or a new geographic market, new USES, new field, exploration, to attract new customers.DifferentiationThe purpose of differentiation, is a huge market, including the service as the unique create products or in the industry.Market penetrationWe market our existing products to our existing customers. This strategy is used to increase by the enterprise from the original product without market strategy drifting original. This is important, because of enterprise retaining existing customers than attract new cheap.The strategy that J D Wetherspoon followed during 1980s and 1990sJD Wetherspoon as in the 1980s and 1990s potter differentiation strategy. Due to the bar of different mode from other bar owners. The biggest difference is that theWetherspoon JD not play music or TV programs, to encourage dialogue, in the first quarter of space is not smoking. Other notable feature is that they with low price sells a real high grade beer variety, special attention to public toilets, all service providing food all day, with relatively low price sell etc. This strategy and usually charge high product, often to reflect the higher production costs for consumers more value-added function.The two different strategies in 21st century and 1980sJD Wetherspoon the descended from 21st century begins differentiation potter general strategic focus. Key strategic differentiation, an important problem of Wetherspoon JD using this strategy is to ensure that our customers do have different needs and desires, existing rival products do not meet these needs and desires. As for the differentiation of the Wetherspoon JD, creating or differentiation niche market competitive advantage, emphatically. In the 21st century change affects JD Wetherspoon of sales and profits slowdown, thus Wetherspoon JD its differentiation of the must modify key strategy.In the 1980s and 1990s, the music Wetherspoon JD broadcast television programmes, or in each established space, it at least a quarter is no smoking, and everyone ventilation systems, the purpose is to ensure customer not to smoke smelly. This difference makes it different from other bar owners.The factors that J D Wetherspoon changing its business strategyWhen Wetherspoonhas change its strategy, it should consider some of those factors. The JD Wetherspoon is to consider the change of market environment. Then, the policy of the government changed. The public and the government's is attention to more and more customers. The third factor is, consumer lifestyle changes. People want to watch TV in the bar, especially in 2002 and 2004. The Wetherspoonhas face more and more competition. These factors lead Wetherspoon JD the must change its strategy. However, there is an important factor of Wetherspoon JD, make its strategy must be changed. JD Wetherspoon has previous management not adapt to marketchanges. In order to adapt to the constantly changing market, only JD Wetherspoon has communication strategy.The connection between “business strategy” and “strategic choice”Business strategy and direction, the more long-term, through its realization organization resources disposition, the challenge of environmental advantage, the organization's scope to meet the market demand, and satisfy shareholders' expectations. The strategic market penetration, market development, product development and diversification based on Ansoff matrix. According to potter, universal strategy is cost lead, differentiation and division. Strategic choices and an organization's future policy, how to gain a competitive advantage is concerned, its action should take the courses, and how to deal with many of the pressure and from the exterior and interior environmental impact.A beginning is cost-first strategy, make efforts to expand, but in the 21st century, their key into the differentiation strategy. Their bar has a special family have dinner area and some bars, they also on preferential prices, alcohol larger non-tariff measures cancelled, but sales have dropped, so their profits have declined.The key issues that J D Wetherspoon to manage its business strategyEnsure that all employees know the company's strategy. After Wetherspoon JD differentiation strategy, the key will change every day in the company staff should be aware of, take in the district conference and shift management conference. Service oriented employees must be regularly determine how the commissions. The new strategic agreement JD Wetherspoonhas should have a clear the direction of its development. This is' clean, beer, services and maintenance ', it now has more than 600 bar.The company shall carry receiving powers, from the employees' support. JD Wetherspoon of their staff should persuade the high-performance is its method employee recruitment, training, development and motivate the direct result.Section4 ChangeReason of the strategy of J D Wetherspoon changed over timeThe forces for change of J D Wetherspoon:Hope to improve profitability. New openings quantity fell from sales and profits slowdown, 2001 also declined. This means that the strategy before, not suitable for the current environment.Increased competition: Wetherspoon JD the faces from other retail chain bar and supermarket competition. So it's hard for JD Wetherspoon own market share and price competition.Consumer demand changes: Customers like to listen to music, watching TV bar, but they can't Wetherspoon JD of it.The attorney Wetherspoon opposing change of power:Earlier success: JD Wetherspoon start doing well, because it can start over, it's a bar. The manager's attitude: Tim Martin, are willing to maintain with the previous business model and success depends on him. He is a traditional, easily with existing success very satisfied.The relationship between “J D Wetherspoon” and “stakeholder power”Factors may change included in corporate social responsibility, stakeholder power and organizational culture. In order to JDW stakeholders power mainly because the power to change. The company from 1980s and 1990s, JD with the law and the differentiation strategy. However, in the 21st century, the strategic focus from strategic differences. Since the client's life, been changed, they like loud lively consider customer demand changed, doctor of law, according to the requirements of different customers change to satisfy different customers. Such as play music or TV program. Stakeholders are forced to change.The role of management in dealing with changeFrom the bottom to the top changes, managers in the right direction and choose the correct strategy. According to the Wirdenius harp and "(1973) method, there are fivekinds of strategy, planning and implementation of change (instructions, negative), specifications (heart and analysis and action as the center thought). In this case, the operation center will use. The entire plan is unsure of their temporary clergy. Leaders may take more in the movement of the leading role, changing behavior. 2004 started to develop economy hotel, it is ordained temporary. Nowadays, dinars no longer pay attention to employee participation.Advice for J D Wetherspoon to overcome resistance to changeWe could use a continuum called "change" model, this model opinions are as follows, and the rate of change is determined by three factors. The first one is other people's participation. The second is the planning level. And the last runner is trying to overcome the resistance. Why the Wetherspoon changes more slowly? Due to attend, including attend abundant resources and the enterprise working hours. There are six ways to help reduce inhibitions JD Wetherspoon. This is participation, education and communication, support, negotiation, manipulation and roping and intimidation. For Wetherspoon JD, it can be used to support mode. Operators should adopt some support efforts to reduce the way drag: when employees of fear and anxiety were very high, the organization should be employees bring new skills training, and by adjusting to promote employees. Therefore, the managers can sponsor or training new skills to persuade them to support the right, this is the future development of JDW the interests of the change.ConclusionThis report is about in Wetherspoon JD the changes in the external environment. It analyzes the JD Wetherspoon SPELT and SWOT. It also analyzes the organizational culture and organizational behavior in JD Wetherspoon relationship. JD Wetherspoon programmable controller is by Tim Martin who opened the first joint statement in1979 Wtherspoon bar. It now has more than 600 bar, which means that it has expanded, on average every week a new bar rate.ReferenceWebsite++Culture and Strategy DE3X 35。