商務(wù)禮儀professional-business-etiquette-training--022

1、,商務(wù)禮儀與專業(yè)形象Professional Business Etiquette Training,Communication Manner in the business World 商務(wù)世界里的交流方式,Social Manner and Style社交禮儀和風(fēng)格,Avoiding the commonly made errors in Social Behaviors社交

2、禮儀幾大忌,社交場合的禮儀,1.Body Noise 身體發(fā)出的聲音Coughing 咳嗽 Turn the head from people and cover your mouth with your handkerchief. Say softly “Excuse Me” Respond with “Bless you”Yawning 打哈欠 Apologize

3、must be made by blaming your yawn on lack of sleep, even when boring is the cause. Never pretend people can not hear it.,社交場合的禮儀,2.Same sex generally do not hold hands 同性朋友不要牽手3.Refrain from greetings th

4、at involve hugging 一般情況下問候時都不用擁抱4.Escalator 乘坐扶手電梯時應(yīng)靠右5.Unreceptive to being touched 避免身體接觸 保持身體距離,社交場合的禮儀,6.Body Fidgeting This is absolutely forbidden in social behavior:,身體不?；蝿?二郎腿,不停抖動,在辦公室的舉止,,,

5、,,Swirling the pen轉(zhuǎn)動手上的筆,Swirling the ring轉(zhuǎn)戒指,Hands crossed兩手交叉放胸前,Putting the chair in order把椅子放好,Knocking with your hand手指敲擊桌面,Hands on the waist雙手叉腰,Holding the door for the followers為后來者按著門,Biting your finger

6、咬手指,小動作影響大,坐電梯的禮儀,,,,,Let people get out first先出后入,The last passenger最后沖入的乘客,Loud conversation勿高談闊論,Spare room for people getting out騰出空間讓后面的人先出,Reaching out for the button進(jìn)入后按樓層鍵,Greeting打招呼,Ladies with long hair

7、長發(fā)女士須注意,Learn to Take Compliments Graciously學(xué)習(xí)如何接受贊美,When someone praises your work or performance, express your thanksThank you.Thank you, you are very kind to do so.Thank you, I am glad that you like this song.N

8、o.I sing very poorly.It is not that good.,Business Introductionand Handshaking商務(wù)介紹和握手禮儀,First Greetings初次見面,Self Introduction自我介紹,Social Introduction社交介紹,Business Introduction商業(yè)介紹,A man is always introduced to a

9、woman先把男士介紹給女士“Miss Wang, I would like you to meet Mr. Li” “王小姐，讓我介紹李先生給你認(rèn)識?！薄癕r. Li, this is Miss Wang” “李先生，這位是王小姐?！毕劝涯贻p的介紹給年長的人先把比較熟悉的人介紹給比較陌生的人,Social Introduction社交介紹,(1)Miss Wang,(2)Mr.Li

10、,先男后女,Business manner different from social introduction manner, because it is based on hierarchy(階級地位),rank(社會地位)and authority(權(quán)威人士).The rule is:-People of less authority are introduced to people of greater authority

11、. 職位較低的被介紹給職位較高的。-Gender and Age play no role 性別與年齡，不列入規(guī)則Exceptional Cases 例外情況：-Clients and Officials are always more important than people in your company (CEO). 客人及官方人員永遠(yuǎn)比你公司的高層人士重要。,Business Introduction商務(wù)介紹

12、,The Greatest Fears about Making an Introduction,Business Introduction商務(wù)介紹,Forgetting a Person’s Name忽然忘記客人名字,Mispronouncinga Person’s Name說錯客人的名字,Hearing a Name But Not Understanding it.聽不懂e.g. Giancarlo Ermotti李

13、祎范赟,Title puts the person into context for others. 頭銜把人們放進(jìn)恰當(dāng)?shù)纳鐣巧腥ァ?Is this a professor? 教授? a doctor? 醫(yī)生? a priest? 神父? an engineer? 工程師?

14、 an accountant? 會計師?,Using Titles稱呼頭銜,Never assume that you can call someone by his or her first name automatically.永遠(yuǎn)不要自認(rèn)為可以直接稱呼別人的名字。You should use a person’s title until you are invited to use the first name.有頭

15、銜的話一定要稱呼頭銜。Mr.Mrs./ Miss/ MsMs or Miss -- Unmarried Women (未婚) Mrs. -- Married Women (已婚),Social Titles社交中常用頭銜,How to Make a GreatImpression in Giving andReceiving Name Cards如何通過遞送和接受名片留下深刻印象?,Giving

16、 and Receiving 名片交換1.交換名片時,應(yīng)雙手遞出名片給客人,名片正面朝上。 同樣的，在接受名片時亦應(yīng)雙手接過來。 -- Mr. Johnson, can I give my card to you? -- Mr. Johnson, this is my card.2.如商務(wù)餐宴中交換名片時,應(yīng)在餐前或餐后,不應(yīng)在用餐期間交換。3.名片遞給中國人，中文面朝上；遞給外國人，英文面朝上。,Bu

17、siness Card名片,How to Make a Great impression by Reading Name Card 留下深刻的印象,Business Card名片,When Handed a NameCard, Read it把名片讀出,Acknowledgethe Company確認(rèn)公司名稱,Say the Name Out Loud 讀出名

18、字,Mention the Job Title提及職位,e.g. “Gwendolyn Emottie” “Did I Say Correctly?”,In a group of outsiders, a boss should always acknowledge the presence of staff members and make sure that they’re introduced to the g

19、roup.要記得在別人面前介紹自己的團(tuán)隊成員。上級應(yīng)該說“我的同事……”，下級則需記住“老板永遠(yuǎn)是老板”。If you’re introducing a client to your administrative assistant, make sure to introduce the client in the same way that the client should be addressed.介紹客戶給內(nèi)部同事時，要

20、記得用正式的稱謂。,Addressing Your Staff, Your Colleagues and Your Boss 稱呼你的員工，同事和上司,Mannerly survival atMeeting & Conferences見面和會議的禮貌技巧,Receiving Clients at Your Office (I)接待禮儀,Be Prepar

21、ed 客戶來之前做好準(zhǔn)備（標(biāo)語、橫幅、迎接人員）Take initiative and greet your client 爭取主動Greeting 先打招呼The purpose of the client’s visit 了解客戶拜訪的目的,Your Client should be on your right 前為尊，右為大Your Client should be at the

22、center 三人行，中為尊Should let your female client move a bit in front of you 男女同行，女士優(yōu)先,Receiving Clients at Your Office (II)接待禮儀,Climbing up staircase 上樓梯（客人先） Getting into lift

23、 進(jìn)電梯 – 我們先進(jìn)入電梯控制,Receiving Clients at Your Office (III)接待禮儀,Climbing down staircase 下樓梯（我們先） Getting out of the lift 出電梯 – 則客人先出,Seating hei

24、ght 座位的高度Blinding light coming in through windows 從窗簾透入的光線A desk as a barrier 書桌成為你與客人的障礙Refreshments 茶水的招待Interruptions 避免受到妨礙,Receiving Clients at Your Office (IV)接待禮儀,對坐（上司和部下）,Receiving

25、Clients at Your Office (IV)接待禮儀,,A,B,,,側(cè)向（適合方桌）,橫坐（通常不適合商務(wù)場合）,選擇合適的座位,A,B,B,A,Making appointment 拜訪前應(yīng)先預(yù)約Re-confirm once again on the day of the meeting 拜訪當(dāng)天應(yīng)聯(lián)系被拜訪者，做再次確認(rèn)Punctuality 準(zhǔn)時到達(dá)Upon arriva

26、l – How you should present yourself 到達(dá)后 你應(yīng)如何自我介紹 -- Manners to be observed at waiting area 等候時應(yīng)注意的禮貌,Business Meeting at Client’s Office商務(wù)拜訪會議,Expre

27、ss your thanks to who ever leads to the meeting room 被引進(jìn)會客室時，向引路者表示感謝Let your client know how much time you have for this meeting (If you have another one to follow) 如你有其他的會議應(yīng)提早通知客戶Thanks your client’s

28、time in attending this meeting 會議結(jié)束后，道別時，必須感謝被拜訪者給予這個會議的時間Dress for the occasion 注意著裝,Business Meeting at Client’s Office商務(wù)拜訪會議,Car taking車的座次,,,Driver,D,A,C,B,Driver (host) + VIP A > B > C > D,Bos

29、s,A,B,D,C,Boss (host) + VIP A > B > C > D,主持人的開場白3-5分鐘簡潔明確內(nèi)容包括：會議目的介紹與會者發(fā)言時間分配紀(jì)律規(guī)則制定會議記錄者,How to chair a Meeting with Professionalism如何專業(yè)的主持會議,冷場時會議主持者先挑熟悉內(nèi)容的人發(fā)言。如果遇到有開小會的現(xiàn)象，靠近其椅背給對方施加壓力，或沉默，或手放在其椅背上

30、進(jìn)行提醒。如果會議內(nèi)容是brainstorming形式，且涉及項目眾多，可采用合并同類項的方法，列出不同程度的重要性。,How to chair a Meeting with Professionalism如何專業(yè)的主持會議,Manners Matter atWestern Meal西餐中的禮儀,男女間隔主人右手邊為最重要的異性客人主人左手邊為第二重要的異性客人,Table settings餐桌的擺設(shè),,A Female

31、,D Male,D Female,B Male,C Male,C Female,B Female,A Male,3 courses or 4 course Meal1)Starter/Appetizer – Very light seafood (salmon, crabmeat, shrimp……) Very small portion of meat (Slice of duck breast or cold meat)

32、2)Soup/Salad – Clear soup (Italian mixed vegetable soup, ox-tail soup……) Cream soup (Mushroom soup, chicken with sweet corn soup ……) Vegetable Salad Sorbet3)Entrée – Meat (Steak, Lamb, Duck, Chicken,

33、 Pork……) Seafood (Fish, Prawn, Crabmeat……)4)Dessert – Cake, Fruit, Ice-cream, Cheese……,Reading Menu and Ordering閱讀菜譜及點餐,Table Setting餐具擺放,注意事項：,餐具由外到里拿，刀刃朝里，叉尖朝上。面包不需要用餐具，可以用手掰。黃油如果從公共盤中取，要一次取出多一點放在自己盤中。喝湯的湯勺從里

34、往外，不能用嘴吹涼。吃到最后的湯，將盤往外傾斜用勺從里往外舀。如果湯沒有喝完，需要暫時離開，可以將湯勺放在碗里，表示還沒有用完。肉食類的，切多少吃多少。不要一下子全部切開。中途離開，刀叉可以八字形放在盤中。如果吃完離開，可以將刀叉平行重疊放在盤中。,注意事項：,鹽、胡椒用完歸位。茶、咖啡的調(diào)羹是用來調(diào)的，不要用來喝。甜點一點一點吃。小費一般10％－15％。一般西餐中每桌都有指定的服務(wù)生，所以不要麻煩不是負(fù)責(zé)你們桌的服務(wù)生。

35、如果餐具掉在地上，自己不要撿，讓服務(wù)生來換成新的。如果想分享事物，請事先和廚師溝通。飯前女士可以把口紅擦掉。說話時記得把餐具放下。,1.Purses, briefcases, keys, hats, gloves, eyeglasses …… Keep them off the table 不要把你的私人物品放在餐桌上2.Don’t salt your food before you taste it 不要

36、在未嘗試食物前放調(diào)味料3.If someone at the table takes a pill, don’t ask about it 當(dāng)他人在用餐時吃藥，不要隨便詢問,A Little List of No-No’s (I)用餐時的禁忌,4.If people sitting on your left, use your bread-and-butter plate by mistake, put your

37、 bread on the side of the main course plate 當(dāng)坐在你左右邊的客人用你的面包碟時, 你應(yīng)不慌不忙地把你的面包放在你的主菜碟邊5.No food sharing 不要與他人分享食物,A Little List of No-No’s (II)用餐時的禁忌,6.Do not start eating until all food are delivered to each

38、 guest 食物未完全送到每個客人前，不要開始進(jìn)餐7.Don’t talk with food in your mouth or folk in your hand and chew with your mouth open 切勿滿嘴食物或者拿著刀叉開口說話，或張著大嘴咀嚼食物,A Little List of No-No’s (III)用餐時的禁忌,Whether for business or for pl

39、easure, navigating the wine list and ordering wine, as a rule, is done by the host 無論是商務(wù)用餐或娛樂用餐，總是由主人 來選擇所飲之酒,Who Selects Wine?誰來選擇酒,Holding the Glass: Stem or Bowl? (I)如何舉杯: 杯腳還是杯身?,Red wine glass紅酒杯,

40、Larger bowl to allow the robust wineto breathe大杯身,讓酒加速揮發(fā),與空氣融合,,Shorter stem杯腳短,,You should hold the glass closer to thebowl because the heat from your handrelease the wine’s flavor舉杯時,手靠近杯身,手的熱量可以幫助散發(fā)酒的香味,,Holdin

41、g the Glass: Stem or Bowl? (II)如何舉杯: 杯腳還是杯身?,White wine glass白葡萄酒杯,The bowl of the glass is smaller thanthat of a red wine glass, with a morefragile look to complement the delicateflavor and clear color of the wine

42、杯身比紅酒杯小,精致的外觀映襯酒的香醇,,Long and slender stems杯腳高且細(xì)長,,Hold the stem and thus keep the heatof your hand from warming the wine舉杯時手握杯腳,避免酒因手的熱量而加溫,,Holding the Glass: Stem or Bowl? (III)如何舉杯: 杯腳還是杯身?,Champagne glass香檳酒杯,T

43、all and narrow and are designed to display the effervescence and flavor of sparkling wine 高且細(xì)長，這種設(shè)計可以讓香檳的氣泡慢慢一直的升上來，讓它的香氣揮發(fā)得更好,,How to be a Well-manneredGuest of Your Client如何給客戶留下一個彬彬有禮的印象,Being a Gracious Guest

44、 做一個禮儀得體的客人If the invitation is telephoned and you aren’t able to give the host an answer over the phone, say something like this: “What a lovely invitation! Thank you so much for thinking of us.

45、 I’ll check with Tom and get back to you on Wednesday.” 如果是電話邀請，且你無法在電話上給予立即回復(fù)，你可以這樣說: “感謝你想起并邀請我們,但是我必須和Tom協(xié)商一下,星期三給你答復(fù)吧。”RSVP – Give a respond for the invitation 請柬回復(fù),Responding to Invitations Prom

46、ptly及時回復(fù)邀請,Not too early or too late 不要早到也切勿遲到If the event is a dinner party and you’re running late, phone ahead to the request that the host start without you 如果赴宴將要遲到,先打電話通知主人Do not assume that additiona

47、l company is welcome 切勿自認(rèn)為額外的伙伴也會受歡迎,Arriving at an Event到達(dá)社交場合,When you’ve been invited to a party, it’s always nice gesture to take the host a small gift, even if the invitation instructs you not to

48、 當(dāng)你收到宴會的邀請,為主人準(zhǔn)備一份小禮物是非常禮貌的， 即使邀請中提到不用送禮。Bringing bottle of wine, a flowering plant, or candy is a considerate way to show your appreciation 一瓶酒，一束花或糖果，都能很好的表現(xiàn)出你的誠意。,Bringing a Gift禮品,Good TopicsCurrent e

49、ventSportsCongratulationsCultureGood news,Conversation in Networking寒暄時交談話題的選擇,Bad TopicsReligiousBad newsPrivacy,雞尾酒宴會上如何表現(xiàn)自我,Good chance for networkingAsk for a guest list向主人要一份賓客名單Ask for information abo

50、ut the interests of the other guests打聽其他賓客有什么興趣愛好。3分鐘開場白積極正面的觀察開放式的問題，讓人們有機(jī)會思考。從自己開始左手拿酒杯、右手交換名片和握手（女士建議用短鏈包）活動結(jié)束后的幾天內(nèi)回一封簡短的感謝信。,Talking Business:The Telephone Manner談?wù)摌I(yè)務(wù)：電話中應(yīng)注意的禮貌,報上自己的名字身份，不要總以為對方知道你是誰。如果打錯

51、電話，應(yīng)該在掛之前道歉。否則是很沒有禮貌的。 有來電顯示的對方甚至可能打回你的公司去投訴。詢問對方是否有時間方便聽電話。否則另約時間打過去。電話留言讓對方回電時，把自己的號碼留下，即便對方可能有自己的號碼。當(dāng)用免提時，應(yīng)告訴對方，并且告知誰和你在一起聽。,Answering Your Own Phone (I)應(yīng)答你自己的電話,整理好要說的內(nèi)容。甚至可以先發(fā)傳真/電子郵件讓對方明確要點。先開始的電話有優(yōu)先權(quán)。

52、途中打進(jìn)的電話，除非非常緊急，應(yīng)該結(jié)束后再處理。注意用語。不用消極的詞匯，如：果你忘記了，你應(yīng)該等。盡量用正面的詞匯，如：你發(fā)給我上次討論的報告了嗎？如果不能立即有答案,也應(yīng)該約定時間何時能夠告知結(jié)果。結(jié)束時，小結(jié)要做的事情，感謝對方的時間。,Answering Your Own Phone (II)應(yīng)答你自己的電話,“If I pick up a ringing phone, I accept the responsib

53、ility to ensure the caller is satisfied, no matter what the issue is.”Your voice do from a mental picture of you based on the tone and quality of your voice.Your mood – smile, happy or angry – often comes through,Ti

54、ps for Telephone Talk電話會談技巧,Vocal Quality聲音的質(zhì)量,Words are Clearly Articulated讀字發(fā)音應(yīng)要清晰,Point by point1.That way will be more organized 說話有組織性2.Give yourself a pause 有停頓的機(jī)會3.Set a good platform for people to

55、listen and receive 讓他任有思想準(zhǔn)備聆聽,Pace is Important – Neither too Slow or too Fast不快不慢的節(jié)奏,It’s because the ring tune starts on your line first beforethe caller, therefore if you pick up immediately, thecaller is not re

56、ady to hear the voice from you and itwill be rude and confusing.,Phone is Answered on 2nd or 3rd Ring鈴響2-3下才接電話,4 elements“Good morning” (Greeting)“XXX company”

57、 (Destination)“This is Sandy Sun” (Identification)“How may I help you?” (Re-action),Answering the Phone接電話,How about in our company在我們公司接電話,4元素 “您好”

58、 (Greeting) “深圳高速” (Destination) “我是XXX” (Identification) “很高興為您服務(wù)” (Re-action),How about in our company在我們公司打出電話時,4元素 “您好”

59、 (Greeting) “請問您是XX先生/小姐（或職稱)嗎?” (Destination) “我是深圳高速XX部門XXX” (Identifi

60、cation) “請問您現(xiàn)在方便接聽電話嗎?” (Request),Representative Identifies Self to CallWhen Answering Your Own Telephone接聽者應(yīng)表示身份,“Mary Mao”“HR Department”,內(nèi)線電話也要正式點，因為可能是外線轉(zhuǎn)入。,Date/Time _____

61、__________For ____________________Caller’s Name ___________ (Would you mind to spell for me)Returned Call ____________Telephone_______________Taken by_________________ (It is important, because the recipie

62、nt will be able to ask you for clarification),Message Taken are Complete & Accurate電話留言完整且準(zhǔn)確,“Please, if I may have your telephone number again for his convenience”我可以記錄一下您的電話號碼，以方便他打回來么？,Message Taken are Co

63、mplete & Accurate電話留言完整且準(zhǔn)確,X ( Silence )X Hold onX Hang onX Hang on a minuteX Please hold√ May I put you on hold?√ Will you hold, please?√ May I put you on hold?,Putting A Caller o

64、n Hold讓來電者等一會兒,I’m transferring a call from Mr. Smith to you.He needs an updated on his account.我轉(zhuǎn)一位史密斯先生的電話過來，他想了解一下他最近的賬戶情況。Who is on the line? 誰打來的？Why are you transferring the call? 為何事？Always talk about the c

65、aller in respectful term 不要用客戶反感的稱謂,Call Transfer are handled Professionally專業(yè)的電話轉(zhuǎn)接,Manner of Using Hand-phonesIn Business Environment在商務(wù)場合使用手機(jī)的禮貌須知,Turn off the phone before entering a concert hall, theater, res

66、taurant.進(jìn)劇院、音樂廳、餐廳時要關(guān)閉手機(jī)Turn off the phone at all kinds of meeting or conference. 適時關(guān)機(jī)/調(diào)到震動If you are expecting an urgent call, let the chairman or your guests know about this and turn to vibrate. 如遇緊急電話，最

67、好事先知會主持人或談話的對方 (離場的時候注意……),Good Hand-phone Manners手機(jī)禮儀,At least make sure you know where it is, so that you don’t have to spend embarrassing seconds, which seems like hours. 養(yǎng)成習(xí)慣，知道手機(jī)放在哪兒，減少尷尬的發(fā)生。

68、 Apologize 道歉,If it rings at an inopportune(不合時宜) moment,Never initiate a business phone conversation in the public – Lift, building lobby, quite restaurant …… etc. 不在公眾場合主動打出電話。Never call a client’s mobil