1、Business Etiquette,外语学院:涂慧娟制作,Introductions,Introductions of the teacher Introductions of the rules Introductions of teaching methods Introductions of scoring method Introductions about this book Basic Knowledge of business etiquette,Contents: English for Business Etiquette,Contents: English For Bus
2、iness Etiquette,Etiquette for Business Greeting Etiquette in Business Talks Etiquette for Business Calls Etiquette for Business Visiting Reception Etiquette Etiquette in Business Negotiating Etiquette for Business Dinner Etiquette for Business Dressing Etiquette for Sending Business Gifts Etiquette
3、in Business Activities,References (与本课件有关的参考书目),杨文慧,周瑞琪 商务礼仪英语 广州: 中山大学出版社: 2003年 德 阿道夫弗莱尔，冯克尼格著 曹晓寒,刘昭霞译 克尼格礼仪大全 北京: 中国商业出版社 2004年 杜保良主编 英语社交高手 北京: 外文出版社: 2003年 Nora Toots, Tiiu Loog 原著 冀群姐编译 涉外秘书英语 北京: 外语教学与研究出版社: 2002年,Introduction of the teacher,Nancy Tu 涂慧娟 Major in Foreign Trade English 2 year
4、s in Taiwanese invested computer company as an international buyer 10 years in this university, teaching business English, Business Etiquette, International Trade Practice, and so on.,Our rules for classroom study,Ill call the roll from time to time. Dont be late to my class! If you cant attend, you
5、 can ask for leave IN ADVANCE. You need to write a notice in English and hand in before hand. Three absences mean that youll fail the course automatically. Being late for three times equals to one absence.,Introduction of teaching method,All dialogues in every chapter will be role played by students
6、. Demonstrate and discuss special business etiquette in some aspects. Put in additional knowledge. Quiz: test yourself. Homework: review key points and difficult points. Real life practice: how to tie,Introductions of daily performance scoring (30 30%),Attendance 10 10% Classroom role play 5 5% Home
7、work and test 5 5% Real life Practice 10 10%,Note: The final written test will take 70 points of the total mark.,Introductions about this book,Yang Wenhui, Zhou Ruiqi. English For Business Etiquette, Guangzhou: Zhong Shan University Press, 2003 There are all together 14 chapters.,Important Chapters,
8、Etiquette for Business Greeting Etiquette in Business Talks Etiquette for Business Calls Etiquette for Business Visiting Reception Etiquette Etiquette in Business Negotiating Etiquette for Business Dinner Etiquette for Business Dressing Etiquette for Sending Business Gifts Etiquette in Business Acti
9、vities,Chapter 1 Etiquette for Business Greeting,Dialogues: Role play P2P17 Greeting, Introduction & Visiting Cards Chatting Getting Down to Business Ending a Meeting Focus Homework and test,Homework and test for Chapter 1,Review what you have learned in class and discuss: How to greet and shake han
10、ds with a business partner? How to introduce a business partner? How to exchange visiting cards? How to find a neutral subject to chat?,test,test 1,True or False: You can only shake hands with your right hand. If you want to know someones name, you can ask “ Whats your name?” Youd better extend your
11、 name card with both hands to show your respect. Youd better begin with a small talk, if the person is your new customer. Weather is not a good neutral subject.,If its a stranger, you can start by talking about his family. If its an old customer, you can get down to business by talking about last or
12、der. In business meeting, you can not leave suddenly without saying goodbye. When talking, youd better look at the other person right in his eyes all the time. You should obey rule of business etiquette in all cases.,Chapter 2 Etiquette in Business Talks,Dialogues: Role play P19P35 Compliments Thank
13、s Congratulation Apology Focus Homework and test,Homework and test for chapter 2,Review what you have learned in class and discuss: How to make compliments? What are the useful phrases and sentences? How to say “thanks”? How to congratulate people? How to make apology?,test,Test 2,True or False: In
14、order to build a good relationship, you should always praise other people. You can always praise a person by saying “ you are beautiful / handsome.” even if the person is plain or ugly. When a person praise you, you can say “ not really.”.,In order to express your appreciation, you can say “ Im very
15、 sorry to have wasted so much of your time. In answering other persons “thank you”, youd better say “ Never mind.”,Chapter 3 Etiquette for Business Calls,Dialogues: Role play P36P57 Making and Receiving Business Calls Leaving Business Message Ringing Back Dealing with Urgent Call Dealing with Compla
16、ining Call Focus Homework and test,Homework and test for chapter 3,Review what you have learned in class and discuss: How to make and receive business phone call? What are the suggested steps? How to leave a business message? How to deal with an urgent call? How to deal with a complaining call?,test
17、,Test 3,Writing: Suppose youre the colleague of Mr. David Smith. Youve received a call from Ms. Mary Green of ABC Co. when hes out. Please leave a message for him. Ms. Green would like to ask him return her call before 11 am tomorrow and shed like to talk about the new order.,Chapter 4 Etiquette for
18、 Business Visiting,Dialogues: Role play P58P81 Making an Invitation Accepting an Invitation Preparing a Business Visit Visiting a Customer Thanking for Reception Focus Homework and test,Homework and test for chapter 4,Review what you have learned in class and discuss: How to make an invitation orall
19、y and in written form? How to accept an invitation in written? How to prepare a business visit? How to make an appointment?,test,Test 4,Case analysis Suppose youre going to visit Mr. David Smith in ABC International Co. in New York. There is an international electronics exhibition in New York. Youre
20、 going to attend it with your general manager. Youre the sales manager. Please write a plan and a schedule.,Chapter 5 Reception Etiquette,Dialogues: Role play P82P107 Setting upon Agenda Making Accommodation Meeting Customers Visiting Plants Arranging Recreation Activities Seeing Off Focus Homework
21、and test,Homework and test for chapter 5,Review what you have learned in class and discuss: How to set upon an agenda? How to make accommodation? What kind of accommodation will you choose for your foreign guests? How to meet a customer? How to arrange activities for your guests?,test,test 5,Writing
22、: an agenda Suppose youre the sales manager of a clothing company in Nanchang. Your potential customer Mr. David Smith and Mr. Michael White from America will come to visit you during the first half of June. Arrange proper activities and write an agenda for them.,Chapter 6 Etiquette in Business Nego
23、tiating,Dialogues: Role play P97P123 Seeking Business Possibility Promoting Sales Asking for Deferred Payment Handling Claims Declining Politely Focus Homework and test,Homework and test for chapter 6,Review what you have learned in class and discuss: Suppose youre the market developing manager, how
24、 to develop a new market? How to promote your sales? How to ask for deferred payment? How to handle claims and decline politely?,test,test 6,Answer the following questions: What are basic principles of business negotiation? What are the major difference in negotiation styles between American and Bri
25、tish negotiators? Can you list some characteristics of Russian negotiators?,Chapter 7 Etiquette for Business Dinner,Dialogues: Role play P138 P166 Inviting to Dinner Business Lunch Western Food Chinese Food Cocktail Party Focus Homework and test,Homework and test for chapter 7,Review what you have l
26、earned in class and discuss: What should you pay attention to when attending a western dinner party? Can you introduce some famous Chinese cooking styles? Do you know something about a cocktail party?,test,Test 7,choose correct dishware:bread & buttersaladfishpotatopuddingmeatred winechampagnewineso
27、up,Chapter 8 Etiquette for Business Dressing,Dialogues: Role play P167 P194 At most formal situations At formal situations At semi-formal situations At informal situations Focus Homework and test,Homework and test for chapter 8,Review what you have learned in class and discuss: What should a man wea
28、r at most formal / formal / semi-formal / informal situations? What should a woman wear at most formal / formal / semi-formal / informal situations? What are the dressing principles?,test,Test 8,Writing: A Dialogue Write a dialogue to give your younger sister suggestions of dressing at different sit
29、uations. She is a newly graduate. Shes usually dressed in casual clothes.,Chapter 9 Etiquette for Business Gifts,Dialogues: Role play P195 P209 Choosing Right Business Gifts Giving a Gift Receiving a Gift A Special Gift Focus Homework and test,Homework and test for chapter 9,Review what you have lea
30、rned in class and discuss: How to choose a proper business gift? When should you give the gift? How should you give the gift? What are the taboos of giving business gifts in different countries?,test,Test 9,Case study Youre going to visit Mr. Smith, the purchasing manager of an American company. You
31、re supposed to take a business gift. Mr. Smith is a middle-aged man who loves Chinese art. Please find a proper business gift for him and tell your reasons.,Chapter 10 Etiquette in Business Activities,Dialogues: Role play P285P307 Opening Ceremony Cutting the Ribbon News Releasing Conference Adverti
32、sement Focus Homework and test,Homework and test for chapter 10,Review what you have learned in class and discuss: How to hold an opening ceremony? How to organize cutting ribbon ceremony? How to organize a news releasing conference? How to organize an exhibition?,test,Test 10,Case analysis Write do
33、wn your plan for organizing a news releasing conference. Youre going to promote a new product in that conference. The new product is a newly designed cell phone.,Basic Knowledge of business etiquette,What is etiquette? Test Yourself Basic Rules of Etiquette. How to make eye contact? Proper communica
34、tion distance 3A Principle of Business Etiquette. Occasions for Business Etiquette,Business Etiquette: Focus (1),How to shake hands? How to introduce people? introductions How to exchange name card? How to chat? How to end a meeting?,Business Etiquette: focus (2),How to make compliments? Making apol
35、ogies Saying thanks How to congratulate?,Business Etiquette: focus (3),Protocols for business phone calls How to make business calls? Words & phrases for phones Leaving a message How to handle a complaining call,How to extend invitation? Formal invitations & replies. How to prepare a business visit?
36、,Business Etiquette: focus (4),Being a good guest,How to set upon an agenda? How to make accommodation different hotels different accommodations different rooms Making flight reservations words about flight Visiting plants: Company Structure,Business Etiquette: focus (5),How to be a good host: arran
37、ge dinners,Business Etiquette: focus (61),Seeking Business Possibility About Claim Additional Knowledge: About Guangzhou Fair Basic principles of negotiation equality principle sincere cooperation keep the negotiation flexible & fluid,more,Business Etiquette: focus (62),Global Negotiation Etiquette
38、dress code kissing dining taboos Negotiation styles American Style German Style French Style British Style Russian Style Australian Style,Business Etiquette: focus (7),Banquet etiquette how to use knife and fork? banquet tips how to order how to drink soup how to eat bread proper order of courses ch
39、oose main course about wine,Western table manners,Proper appearance: a good first impression Clothing (principles) Ornaments Instructions for womens wardrobe Instructions for mens wardrobe Dressing: most formal situations formal situations semi-formal situations informal situations Other References
40、in Chinese: how to tie and choose a mans business suit,Business Etiquette: focus (8),Business Etiquette: focus (9),Business Gifts: what to give? Business Gifts: when to give? Business Gifts: how to give?,Business activities opening ceremony cutting the ribbon news releasing conference hold an exhibi
41、tion,Business Etiquette: focus (10),What is Etiquette?(1),Proper Behavior 礼节 Politeness 礼貌 Procedure of ceremony 仪式 Appearance 仪表,What is Etiquette? (2),Listen to a dialogue and try to fill in the following blanks. Etiquette is a set of _ that allow us to interact with others in a _ _; and treating
42、other people with _ and _; and making them feel _ with you.,rules,civilized,manner,courtesy,respect,comfortable,Etiquette includes:,Public Etiquette Communication Etiquette Business Etiquette (Western),Proper postures (礼仪培训视频）,Watch a video and learn something about basic etiquette.,Test Yourself,Ma
43、ke judgement about the following statements. Write True or False in the bracket. (50) If youre introduced to another guest, you should extend your hand first. ( ) In order to introduce another person, you can point at him with your finger. ( ) If you are the host, you should introduce Mary to Bob. (
44、 ) In order to show that you are a gentleman, you should extend your hand to a lady first. ( ) Dont keep others name card in your pocket, especially your back pocket. ( ),T,F,F,F,F,When you exchange your name card, you should make the name card face you in order to see it clearly. ( ) You should onl
45、y keep the name card in a card case or a card file. ( ) In order to show your respect, you should give your name card with both hands. ( ) During the meeting, if you have some urgent cases to deal with, you can leave suddenly. ( ) If you visit a foreign friend, you can not be late. So it would be be
46、tter you come as early as possible. ( ),F,T,T,F,F,Choose the best answer for the following questions. (50) If you dont have a name card, you should say _. Ours is a small company and we havent got a card to give you. Sorry, Ive just used up my visiting cards. As Im only a small potato in our company
47、, I havent got any card of my own. Sorry, I dont have any cards.,B,If you are meeting with a new customer, you usually start with some small talks. You can choose all the following except _. Its so hot today, isnt it? What do you think of the weather here? Do you like this city? How much do you earn
48、 a year?,D,If you are asked a silly question, you should say _. What a silly question! Why do you want to know? Thats really a good question. Nonsense. You must apologize if you are late for more than _ minutes. A. 5 B. 10 C. 30 D. 60,C,A,Usually, visits should be arranged around _.A. 10 a.m. or 4 p
49、.m.B. 8 a.m. or 6 p.m.C. 9 a.m. or 5 p.m.D. 6 a.m. or 7 p.m.,A,Basic Rules: SOFTEN,S - Smile O - Open posture F - Forward lean T - Touch E - Eye contact N - Nod/ Natural,Body Language,How to make eye contact?,Stare at the person to show your great interest. Try to exchange feeling with your eyes.Be natural. Dont glare at the person. Dont be stiff.,
