Business-Communication商务社交礼仪英文版课件

ChapterSixEtiquetteinBusinessCommunicationIntroductionsMentionauthorityfiguresfirstandintroduceotherstothem.Introduceayoungerpersontoanolderperson.Alwaysstandup.Alwaysshakehands.Introducelowerrankingpersontohigherrankingperson.IncludeusefulinformationFatherGraham,mayIintroduceLibbySmith,ournewassistantdirectorofdiversity.SherecentlyearnedherMAinHumanResourcesatIndianaUniversity.FatherGrahamhasservedasPresidentofXavierUniversityforthepast6years.Recently,USNews&WorldReportrankedXavierasthe2ndbestcomprehensiveuniversityintheMidwest.InteractivemomentIngroupsof3-4,introduceeachmembersofthegrouptooneanother.RememberingnamesGetbusinesscardsfromeveryoneyoumeetandmakesnotesonitaboutwhenyoumet,whatyouhadincommon,anddetailsabouttheperson,includingnamesofchildren.Prefertheformaltotheinformal,especiallywitholderandhigherrankingpeopleAvoidsaying,“I’msorry,Ihaveforgottenyourname”Instead,say“Helpmeout,yournamewasonthetipofmytongueandImustbehavingaseniormoment.SpeakwithauthorityEvenwhenaskingquestions,haveyourvoiceendonwithadownwardinflection.Say“Whattimeisthemeeting?”oncewithvoiceraisingattheendandonewithvoiceendingwithadownwardinflection.Writewithauthoritativelyandpositivelyandconcisely,pp.4-1ffinworkbookAuthoritativelanguagePositivelanguageConciselanguageBusinessCommunicationTelephonecallsNotesofAppreciationPhoneCallsandVoiceMailBeepers,CellularPhones,andPortablesTelephoneEtiquetteIdentifyyourselfandyourcompany.Askthepersonifheorshehastimetotalk.Makecallsduringnormalbusinesshours.Returncallsthesameday.Neverputsomeoneonholdwithoutaskingpermission.Don’tdootherworkwhileonthephoneBecourteousofotherswhenscreeningcalls.GeneralDo’sandDon’tsOutlinepointsyouwanttomakepriortoplacingacall.Ifyourpartyisnotthere,leaveabriefmessageandrequestatelephoneappointment.Ifyourpartyanswers,identifyyourself,sticktoyouroutlineandthankthepersonattheendofthecall.ConferencecallsPrepareBerespectfulBeinclusiveKeepmovingGetcommitmentsVoiceMailIdentifyyourselfandyourreturnnumberimmediately.Bebriefandtothepoint.Whatyouwant,whyitisofmutualinterest,details,nextsteps.Leavereturnnumberagain.Recordyourownconciseoutgoingmessage.MakesureyousoundupbeatandoptimisticYourvoice-mailrecordingStartwithanupbeatgreetingIndicatehowthecallercangetaresponseCloseonapositivenote(Makeitagreatday!)DonothaveacutemessagebackgroundmusicalongintroductorycommentbeforethebeepInteractionWhatarethedifferencesinimpressionsyoumakewhenyouuseeachofthefollowingmedia:voicemailmessagee-mailmessagebusinesslettertelephonecallimpactofnormalcallspeakingfromortoaspeakerphonecallwaitinginterruptionsBeepers,CellularPhones,andPortablesLimittheuse.Putonvibrateorsilent.NotesofAppreciationThankYouLetterofCommendationMemosofRecognitionIcebreakersWhenvisitinganoffice,payattentiontohowtheofficeisdecorated.Lookforcluesthatwillallowyoutocomplimenttheotherpersononsomethingnon-controversialAvoidpolitics,religion,howmuchyouearn,ornegativecommunicationsuchascommentsaboutacompanyorpeopleInteractivemomentInsmallgroups,identifysomethinginyourofficedécorthatperceptivevisitorscouldidentifythatwouldallowthemtocomplimentyouorstartaconversationaboutatopicthatstirsfeelingsofpridewithinyou.MeetingEtiquetteBeforethemeetingStartingthemeetingAfterthemeetingEtiquetteatBusinessMeetings:BeforetheMeetingArriveearlytomakesuremeetingroomissetupcorrectly.Putagendasinplace.Providefordrinksandalightsnack.Standnearthedoortothankeachpersonwhoarrives.Askwhatissuesareofparticularinteresttothem.IntroducenewmemberstoexistingmembersEtiquetteatBusinessMeetings:StartingtheMeetingAsknewmembersofgrouptointroducethemselves.Askhistoricalmemberstogivetheirnamesandpositions.Previewtheagendaandsetatimelimitforeachitem,includingtimeattheendofthemeetingtocomebacktoissues.EtiquetteatBusinessMeetings:DuringtheMeetingAsknon-contributingmembersifthey’dliketoaddtheirperspectives.Note:Interestingly,researchshowstalkativememberswelcomethecommentsofothers—andshymembersvalueinclusionintheconversation.EtiquetteatBusinessMeetings:EndingtheMeetingSummarizeagreeduponactions,responsibilitiesandtiming,laterwrittenasminutesanddistributedtorelevantparties.Thankgroupandguestsfortheirtimeandcontributions.ContentsGreetingEtiquetteandSeeingOffEtiquetteBusinessMeetingEtiquetteDinnerPartyEtiquetteandDressEtiquetteEtiquetteofSigningAgreementDinnerPartyEtiquetteandDressEtiquetteDinnerPartyEtiquetteDressEtiquetteDinnerPartyEtiquetteOninvitationBeingtimeconsciousOnarrivalSeatingReadytoeatCommunicationToastTakingoffcoatAttableAtTable1.Maintainanaturalsittingpostureandkeepproperdistancebetweenyourbodyandthetable.2.Trytokeepthetablecleanwhileeating.3.Placeyournapkinonyourlap;donotusenapkintocleanyourfaceortakefoodfromyourmouth.4.Whencuttingmeat,holdtheknifeinyourrighthandandtheforkinyourlefthand,avoidmakingnoise.5.Cutthemeatonepieceatatimeandeatitwiththefork.6.Puttheknifeandforkintheplatewhenyoufinishacourse.7.Donotuseaspoontoeat;itisforsouponly.8.Besuretosampleallthefoodservedtoyou.Finishthefoodinyourpl