商务礼仪Professional_business_etiquette_training_PPT_0

身体发出的声音Coughing咳嗽Turntheheadfrompeopleandcoveryourmouthwithyourhandkerchief.Saysoftly“ExcuseMe”Respondwith“Blessyou”Yawning打哈欠Apologizemustbemadebyblamingyouryawnonlackofsleep,evenwhenboringisthecause.Neverpretendpeoplecannothearit.身体不停晃动二郎腿,不停抖动学习如何接受赞美•Whensomeonepraisesyourworkorperformance,expressyourthanksThankyou.Thankyou,youareverykindtodoso.Thankyou,Iamgladthatyoulikethissong.xNo.xIsingverypoorly.xItisnotthatgood.先把男士介绍给女士(1)“MissWang,IwouldlikeyoutomeetMr.Li”“王小姐，让我介绍李先生给你认识。”(2)“Mr.Li,thisisMissWang”“李先生，这位是王小姐。”先把年轻的介绍给年长的人先把比较熟悉的人介绍给比较陌生的人SocialIntroduction社交介绍(1)MissWang(2)Mr.Li先男后女(阶级地位),rank(社会地位)andauthority(权威人士).Theruleis:-Peopleoflessauthorityareintroducedtopeopleofgreaterauthority.职位较低的被介绍给职位较高的。-GenderandAgeplaynorole性别与年龄，不列入规则ExceptionalCases例外情况：-ClientsandOfficialsarealwaysmoreimportantthanpeopleinyourcompany(CEO).客人及官方人员永远比你公司的高层人士重要。BusinessIntroduction商务介绍’sName忽然忘记客人名字MispronouncingaPerson’sName说错客人的名字HearingaNameButNotUnderstandingit.听不懂e.g.GiancarloErmotti李祎范赟头衔把人们放进恰当的社会角色中去。Isthisaprofessor?教授?adoctor?医生?apriest?神父?anengineer?工程师?anaccountant?会计师?UsingTitles称呼头衔•Neverassumethatyoucancallsomeonebyhisorherfirstnameautomatically.•永远不要自认为可以直接称呼别人的名字。•Youshoulduseaperson’stitleuntilyouareinvitedtousethefirstname.•有头衔的话一定要称呼头衔。Mr.Mrs./Miss/MsMsorMiss--UnmarriedWomen(未婚)Mrs.--MarriedWomen(已婚)SocialTitles社交中常用头衔如何通过递送和接受名片留下深刻印象?交换名片时,应双手递出名片给客人,名片正面朝上。同样的，在接受名片时亦应双手接过来。--Mr.Johnson,canIgivemycardtoyou?--Mr.Johnson,thisismycard.2.如商务餐宴中交换名片时,应在餐前或餐后,不应在用餐期间交换。3.名片递给中国人，中文面朝上；递给外国人，英文面朝上。BusinessCard名片把名片读出AcknowledgetheCompany确认公司名称SaytheNameOutLoud读出名字MentiontheJobTitle提及职位e.g.“GwendolynEmottie”“DidISayCorrectly?”•Inagroupofoutsiders,abossshouldalwaysacknowledgethepresenceofstaffmembersandmakesurethatthey’reintroducedtothegroup.•要记得在别人面前介绍自己的团队成员。上级应该说“我的同事……”，下级则需记住“老板永远是老板”。•Ifyou’reintroducingaclienttoyouradministrativeassistant,makesuretointroducetheclientinthesamewaythattheclientshouldbeaddressed.•介绍客户给内部同事时，要记得用正式的称谓。AddressingYourStaff,YourColleaguesandYourBoss称呼你的员工，同事和上司见面和会议的礼貌技巧(I)接待礼仪•BePrepared客户来之前做好准备（标语、横幅、迎接人员）•Takeinitiativeandgreetyourclient争取主动Greeting先打招呼Thepurposeoftheclient’svisit了解客户拜访的目的•YourClientshouldbeonyourright前为尊，右为大•YourClientshouldbeatthecenter三人行，中为尊•Shouldletyourfemaleclientmoveabitinfrontofyou男女同行，女士优先ReceivingClientsatYourOffice(II)接待礼仪•Climbingupstaircase上楼梯（客人先）•Gettingintolift进电梯–我们先进入电梯控制ReceivingClientsatYourOffice(III)接待礼仪•Climbingdownstaircase下楼梯（我们先）•Gettingoutofthelift出电梯–则客人先出Seatingheight座位的高度Blindinglightcominginthroughwindows从窗帘透入的光线Adeskasabarrier书桌成为你与客人的障碍Refreshments茶水的招待Interruptions避免受到妨碍ReceivingClientsatYourOffice(IV)接待礼仪对坐（上司和部下）ReceivingClientsatYourOffice(IV)接待礼仪AB侧向（适合方桌）横坐（通常不适合商务场合）选择合适的座位ABBAMakingappointment拜访前应先预约Re-confirmonceagainonthedayofthemeeting拜访当天应联系被拜访者，做再次确认Punctuality准时到达Uponarrival–Howyoushouldpresentyourself到达后你应如何自我介绍--Mannerstobeobservedatwaitingarea等候时应注意的礼貌BusinessMeetingatClient’sOffice商务拜访会议Expressyourthankstowhoeverleadstothemeetingroom被引进会客室时，向引路者表示感谢Letyourclientknowhowmuchtimeyouhaveforthismeeting(Ifyouhaveanotheronetofollow)如你有其他的会议应提早通知客户Thanksyourclient’stime