1、,商务礼仪与专业形象 Professional Business Etiquette Training,Communication Mannerin the business World商务世界里的交流方式,Social Manner and Style 社交礼仪和风格,Avoiding the commonly made errorsin Social Behaviors 社交礼仪几大忌,社交场合的礼仪,1.Body Noise 身体发出的声音Coughing 咳嗽Turn the head from people and cover your mouthwith your handkerc
2、hief.Say softly “Excuse Me”Respond with “Bless you”Yawning 打哈欠Apologize must be made by blaming your yawn on lack of sleep,even when boring is the cause.Never pretend people can not hear it.,社交场合的礼仪,2.Same sex generally do not hold hands同性朋友不要牵手3.Refrain from greetings that involve hugging一般情况下问候时都不
3、用拥抱4.Escalator乘坐扶手电梯时应靠右5.Unreceptive to being touched避免身体接触保持身体距离,社交场合的礼仪,6.Body Fidgeting This is absolutely forbidden in social behavior:,身体不停晃动,二郎腿,不停抖动,在办公室的举止,Swirling the pen 转动手上的笔,Swirling the ring 转戒指,Hands crossed 两手交叉放胸前,Putting the chair in order 把椅子放好,Knocking with your hand 手指敲击桌面,Han
4、ds on the waist 双手叉腰,Holding the door for the followers 为后来者按着门,Biting your finger 咬手指,小动作影响大,坐电梯的礼仪,Let people get out first 先出后入,The last passenger 最后冲入的乘客,Loud conversation 勿高谈阔论,Spare room for people getting out 腾出空间让后面的人先出,Reaching out for the button 进入后按楼层键,Greeting 打招呼,Ladies with long hair 长
5、发女士须注意,Learn to Take Compliments Graciously 学习如何接受赞美,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.No. I sing very poorly. It is not that good.,Business Introduction and Handshaking 商务介
6、绍和握手礼仪,First Greetings 初次见面,Self Introduction 自我介绍,Social Introduction 社交介绍,Business Introduction 商业介绍,A man is always introduced to a woman 先把男士介绍给女士“Miss Wang, I would like you to meet Mr. Li”“王小姐，让我介绍李先生给你认识。” “Mr. Li, this is Miss Wang”“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,Social Introduct
7、ion 社交介绍,(1)MissWang,(2)Mr.Li,先男后女,Business manner different from social introduction manner, because it is based on hierarchy(阶级地位),rank(社会地位)and authority(权威人士).The rule is: -People of less authority are introduced to people of greater authority.职位较低的被介绍给职位较高的。 -Gender and Age play no role 性别与年龄，不
8、列入规则Exceptional Cases 例外情况： -Clients and Officials are always more important than people in your company (CEO).客人及官方人员永远比你公司的高层人士重要。,Business Introduction 商务介绍,The Greatest Fears about Making an Introduction,Business Introduction 商务介绍,Forgetting a Persons Name 忽然忘记客人名字,Mispronouncing a Persons Name
9、说错客人的名字,Hearing a Name But NotUnderstanding it.听不懂 e.g. Giancarlo Ermotti 李祎 范赟,Title puts the person into context for others. 头衔把人们放进恰当的社会角色中去。Is this a professor? 教授?a doctor? 医生?a priest? 神父?an engineer? 工程师?an accountant? 会计师?,Using Titles称呼头衔,Never assume that you can call someone by his or her
10、 first name automatically. 永远不要自认为可以直接称呼别人的名字。You should use a persons title until you are invited to use the first name. 有头衔的话一定要称呼头衔。Mr. Mrs./ Miss/ Ms Ms or Miss - Unmarried Women (未婚) Mrs. - Married Women (已婚),Social Titles社交中常用头衔,How to Make a Great Impression in Giving and Receiving Name Cards
11、 如何通过递送和接受名片留下深刻印象?,Giving and Receiving 名片交换1.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, can I give my card to you?- Mr. Johnson, this is my card.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。,Business Card 名片,How to Make a Great impression by Reading Name Card留下深刻的印象,Bu
12、siness Card 名片,When Handed a Name Card, Read it 把名片读出,Acknowledge the Company 确认公司名称,Say the Name Out Loud读出名字,Mention the Job Title 提及职位,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 theyre i
13、ntroduced to the group. 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”。If youre introducing a client to your administrative assistant, make sure to introduce the client in the same way that the client should be addressed. 介绍客户给内部同事时，要记得用正式的称谓。,Addressing Your Staff, Your Colleagues and Your Boss 称呼你的
14、员工，同事和上司,Mannerly survival at Meeting & Conferences 见面和会议的礼貌技巧,Receiving Clients at Your Office (I) 接待礼仪,Be Prepared客户来之前做好准备（标语、横幅、迎接人员） Take initiative and greet your client争取主动 Greeting先打招呼 The purpose of the clients visit了解客户拜访的目的,Your Client should be on your right前为尊，右为大Your Client should be a
15、t the center三人行，中为尊Should let your female client move a bit in front of you男女同行，女士优先,Receiving Clients at Your Office (II) 接待礼仪,Climbing up staircase上楼梯（客人先） Getting into lift 进电梯 我们先进入电梯控制,Receiving Clients at Your Office (III) 接待礼仪,Climbing down staircase下楼梯（我们先） Getting out of the lift出电梯 则客人先出,S
16、eating height座位的高度 Blinding light coming in through windows从窗帘透入的光线 A desk as a barrier书桌成为你与客人的障碍 Refreshments茶水的招待 Interruptions避免受到妨碍,Receiving Clients at Your Office (IV) 接待礼仪,对坐 （上司和部下）,Receiving Clients at Your Office (IV) 接待礼仪,A,B,侧向 （适合方桌）,横坐 （通常不适合商务场合）,选择合适的座位,A,B,B,A,Making appointment拜访前
17、应先预约Re-confirm once again on the day of the meeting拜访当天应联系被拜访者，做再次确认Punctuality准时到达Upon arrival How you should present yourself到达后 你应如何自我介绍- Manners to be observed at waiting area等候时应注意的礼貌,Business Meeting at Clients Office 商务拜访会议,Express your thanks to who ever leads to the meeting room 被引进会客室时，向引路
18、者表示感谢Let your client know how much time you have for this meeting(If you have another one to follow)如你有其他的会议应提早通知客户Thanks your clients time in attending this meeting会议结束后，道别时，必须感谢被拜访者给予这个会议的时间Dress for the occasion注意着装,Business Meeting at Clients Office 商务拜访会议,Car taking 车的座次,Driver,D,A,C,B,Driver (
19、host) + VIP A B C D,Boss,A,B,D,C,Boss (host) + VIP A B C D,主持人的开场白 3-5分钟 简洁明确内容包括： 会议目的 介绍与会者 发言时间分配 纪律规则 制定会议记录者,How to chair a Meeting with Professionalism 如何专业的主持会议,冷场时会议主持者先挑熟悉内容的人发言。如果遇到有开小会的现象，靠近其椅背给对方施加压力，或沉默，或手放在其椅背上进行提醒。如果会议内容是brainstorming形式，且涉及项目众多，可采用合并同类项的方法，列出不同程度的重要性。,How to chair a M
20、eeting with Professionalism 如何专业的主持会议,Manners Matter at Western Meal 西餐中的礼仪,男女间隔 主人右手边为最重要的异性客人 主人左手边为第二重要的异性客人,Table settings 餐桌的摆设,A Female,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 p
21、ortion of meat (Slice of duck breast or cold meat)2)Soup/Salad Clear soup (Italian mixed vegetable soup, ox-tail soup)Cream soup (Mushroom soup, chicken with sweet corn soup )Vegetable SaladSorbet3)Entre Meat (Steak, Lamb, Duck, Chicken, Pork)Seafood (Fish, Prawn, Crabmeat)4)Dessert Cake, Fruit, Ice
22、-cream, Cheese,Reading Menu and Ordering 阅读菜谱及点餐,Table Setting 餐具摆放,注意事项：,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。 黄油如果从公共盘中取，要一次取出多一点放在自己盘中。 喝汤的汤勺从里往外，不能用嘴吹凉。吃到最后的汤，将盘往外倾斜用勺从里往外舀。如果汤没有喝完，需要暂时离开，可以将汤勺放在碗里，表示还没有用完。 肉食类的，切多少吃多少。不要一下子全部切开。 中途离开，刀叉可以八字形放在盘中。如果吃完离开，可以将刀叉平行重叠放在盘中。,注意事项：,盐、胡椒用完归位。 茶、咖啡的调羹是用来调的，不
23、要用来喝。 甜点一点一点吃。 小费一般1015。 一般西餐中每桌都有指定的服务生，所以不要麻烦不是负责你们桌的服务生。 如果餐具掉在地上，自己不要捡，让服务生来换成新的。 如果想分享事物，请事先和厨师沟通。 饭前女士可以把口红擦掉。 说话时记得把餐具放下。,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.Dont salt your food before you taste it不要在未尝试食物前放调味料3.If someone at the table t
24、akes a pill, dont ask about it当他人在用餐时吃药，不要随便询问,A Little List of No-Nos (I) 用餐时的禁忌,4.If people sitting on your left,use your bread-and-butter plate by mistake,put your bread on the side of the main course plate当坐在你左右边的客人用你的面包碟时,你应不慌不忙地把你的面包放在你的主菜碟边5.No food sharing不要与他人分享食物,A Little List of No-Nos (I
25、I) 用餐时的禁忌,6.Do not start eating until all food are deliveredto each guest食物未完全送到每个客人前，不要开始进餐7.Dont talk with food in your mouth or folk in your handand chew with your mouth open切勿满嘴食物或者拿着刀叉开口说话，或张着大嘴咀嚼食物,A Little List of No-Nos (III) 用餐时的禁忌,Whether for business or for pleasure,navigating the wine li
26、st and orderingwine, as a rule, is done by the host无论是商务用餐或娱乐用餐，总是由主人来选择所饮之酒,Who Selects Wine? 谁来选择酒,Holding the Glass: Stem or Bowl? (I) 如何举杯: 杯脚还是杯身?,Red wine glass 红酒杯,Larger bowl to allow the robust wine to breathe 大杯身,让酒加速挥发,与空气融合,Shorter stem 杯脚短,You should hold the glass closer to the bowl be
27、cause the heat from your hand release the wines flavor 举杯时,手靠近杯身,手的热量可以帮助 散发酒的香味,Holding the Glass: Stem or Bowl? (II) 如何举杯: 杯脚还是杯身?,White wine glass 白葡萄酒杯,The bowl of the glass is smaller than that of a red wine glass, with a more fragile look to complement the delicate flavor and clear color of th
28、e wine 杯身比红酒杯小,精致的外观映衬酒的香醇,Long and slender stems 杯脚高且细长,Hold the stem and thus keep the heat of your hand from warming the wine 举杯时手握杯脚,避免酒因手的热量而加温,Holding the Glass: Stem or Bowl? (III) 如何举杯: 杯脚还是杯身?,Champagne glass 香槟酒杯,Tall and narrow and are designed to display the effervescence and flavor of s
29、parkling wine高且细长，这种设计可以让香槟的气泡慢慢一直的升上来，让它的香气挥发得更好,How to be a Well-mannered Guest of Your Client 如何给客户留下一个 彬彬有礼的印象,Being a Gracious Guest做一个礼仪得体的客人If the invitation is telephoned and you arent able to give the hostan answer over the phone, say something like this:“What a lovely invitation!Thank you
30、so much for thinking of us.Ill check with Tom and get back to you on Wednesday.”如果是电话邀请，且你无法在电话上给予立即回复，你可以这样说:“感谢你想起并邀请我们,但是我必须和Tom协商一下,星期三给你答复吧。”RSVP Give a respond for the invitation请柬回复,Responding to Invitations Promptly 及时回复邀请,Not too early or too late不要早到也切勿迟到If the event is a dinner party and
31、youre running late, phone ahead to the request that the host start without you如果赴宴将要迟到,先打电话通知主人Do not assume that additional company is welcome切勿自认为额外的伙伴也会受欢迎,Arriving at an Event 到达社交场合,When youve been invited to a party, its always nice gestureto take the host a small gift, even if the invitation
32、instructs younot to当你收到宴会的邀请,为主人准备一份小礼物是非常礼貌的，即使邀请中提到不用送礼。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，都能很好的表现出你的诚意。,Bringing a Gift 礼品,Good TopicsCurrent event Sports Congratulations Culture Good news,Conversation in Networking 寒暄时交谈话
33、题的选择,Bad TopicsReligious Bad news Privacy,鸡尾酒宴会上如何表现自我,Good chance for networkingAsk for a guest list向主人要一份宾客名单 Ask for information about the interests of the other guests打听其他宾客有什么兴趣爱好。 3分钟开场白 积极正面的观察 开放式的问题，让人们有机会思考。 从自己开始 左手拿酒杯、右手交换名片和握手（女士建议用短链包） 活动结束后的几天内回一封简短的感谢信。,Talking Business: The Telephon
34、e Manner 谈论业务：电话中应注意的礼貌,报上自己的名字身份，不要总以为对方知道你是谁。如果打错电话，应该在挂之前道歉。否则是很没有礼貌的。有来电显示的对方甚至可能打回你的公司去投诉。询问对方是否有时间方便听电话。否则另约时间打过去。电话留言让对方回电时，把自己的号码留下，即便对方可能有自己的号码。当用免提时，应告诉对方，并且告知谁和你在一起听。,Answering Your Own Phone (I) 应答你自己的电话,整理好要说的内容。甚至可以先发传真/电子邮件让对方明确要点。先开始的电话有优先权。途中打进的电话，除非非常紧急，应该结束后再处理。注意用语。不用消极的词汇，如：果你忘记
35、了，你应该等。尽量用正面的词汇，如：你发给我上次讨论的报告了吗？如果不能立即有答案,也应该约定时间何时能够告知结果。结束时，小结要做的事情，感谢对方的时间。,Answering Your Own Phone (II) 应答你自己的电话,“If I pick up a ringing phone, I accept the responsibility to ensurethe caller is satisfied, no matter what the issue is.”Your voice do from a mental picture of you based on the tone
36、 and quality of your voice.Your mood smile, happy or angry often comes through,Tips for Telephone Talk 电话会谈技巧,Vocal Quality 声音的质量,Words are Clearly Articulated 读字发音应要清晰,Point by point1.That way will be more organized说话有组织性2.Give yourself a pause有停顿的机会3.Set a good platform for people to listen and re
37、ceive让他任有思想准备聆听,Pace is Important Neither too Slow or too Fast 不快不慢的节奏,Its because the ring tune starts on your line first before the caller, therefore if you pick up immediately, the caller is not ready to hear the voice from you and it will be rude and confusing.,Phone is Answered on 2nd or 3rd Ri
38、ng 铃响2-3下才接电话,4 elements“Good morning” (Greeting)“XXX company” (Destination)“This is Sandy Sun” (Identification)“How may I help you?” (Re-action),Answering the Phone 接电话,How about in our company 在我们公司接电话,4元素“您好” (Greeting)“深圳高速” (Destination)“我是XXX” (Identification)“很高兴为您服务” (Re-action),How about in
39、 our company 在我们公司打出电话时,4元素“您好” (Greeting)“请问您是XX先生/小姐（或职称)吗?” (Destination)“我是深圳高速XX部门XXX” (Identification)“请问您现在方便接听电话吗?” (Request),Representative Identifies Self to Call When Answering Your Own Telephone 接听者应表示身份,“Mary Mao” “HR Department”,内线电话也要正式点，因为可能是外线转入。,Date/Time _ For _ Callers Name _(Wou
40、ld you mind to spell for me) Returned Call _ Telephone_ Taken by_(It is important, because the recipient willbe able to ask you for clarification),Message Taken are Complete & Accurate 电话留言完整且准确,“Please, if I may have your telephone number again for his convenience” 我可以记录一下您的电话号码，以方便他打回来么？,Message T
41、aken are Complete & Accurate 电话留言完整且准确,X ( Silence ) X Hold on X Hang on X Hang on a minute X Please hold May I put you on hold? Will you hold, please? May I put you on hold?,Putting A Caller on Hold 让来电者等一会儿,Im transferring a call from Mr. Smith to you. He needs an updated on his account. 我转一位史密斯先生
42、的电话过来，他想了解一下他最近的账户情况。Who is on the line? 谁打来的？ Why are you transferring the call? 为何事？ Always talk about the caller in respectful term不要用客户反感的称谓,Call Transfer are handled Professionally 专业的电话转接,Manner of Using Hand-phones In Business Environment 在商务场合使用手机的礼貌须知,Turn off the phone before entering a co
43、ncert hall, theater, restaurant. 进剧院、音乐厅、餐厅时要关闭手机Turn off the phone at all kinds of meeting or conference.适时关机/调到震动If you are expecting an urgent call, let the chairman or your guests know about this and turn to vibrate.如遇紧急电话，最好事先知会主持人或谈话的对方(离场的时候注意),Good Hand-phone Manners 手机礼仪,At least make sure
44、you know where it is,so that you dont have to spend embarrassing seconds,which seems like hours.养成习惯，知道手机放在哪儿，减少尴尬的发生。Apologize道歉,If it rings at an inopportune(不合时宜) moment,Never initiate a business phone conversation in the public Lift, building lobby, quite restaurant etc.不在公众场合主动打出电话。Never call a
45、 clients mobile only with a genuine emergency.避免打客户手机，除非必要。Mind the background when you need to talk to others on your mobile.注意背景的声音。,Good Hand-phone Manners 手机礼仪,1.使用的先后问题。当你有一份很长的传真需要发出去时，而轮在你之后的同事只需要传真一两页时，应让他先用。2.在公司里一般不要发私人传真稿件。3.如果遇到传真纸用完时，应及时更换新传真纸。如果遇到传真机出故障，应及时找出原因，先处理好再离开。如不懂修理，就请别人帮忙。不要把
46、问题留给下一个同事。4.使用完毕后，不要忘记将你的原件带走，否则容易丢失原稿，或走漏消息，给你自带来不便。,When you are using Fax 使用传真时,1.标有页码。2.公章盖印清晰。3.纸张大小规范。4.如果页数多，传真前后要和对方电话确认。,When you are using Fax 使用传真时,Dress for Business Success着装和事业成功,For a first meeting, you cannot go wrong if you dress conservatively.,Guidelines/Principles for Business We
47、ar 商务服饰的选择导航/原则,Business Suits,Pant Suits,One Piece Dress With Jacket,Business Dress Code 商务服饰,Men 男士,Business Dress Code 商务服饰,Men 男士,Business Formal 商务正装,Business Suit商务套装（羊毛） Collared Shirt有领衬衫 Tie领带 Leather Sole Shoes皮鞋,三粒扣西装，扣第一粒或上两粒扣或中间一颗。 领带的最宽处正好盖在皮带扣上。,Business Suit (I) 商务套装,Winter Color 冬天选
48、择的颜色,Summer Color 夏天选择的颜色,Business Suit (II) 商务套装,Extra-long Shirttail 衬衫袖长要长于西服,Grey Dark Charcoal Navy 烟灰 焦炭色 藏青,Color Selection 颜色选择,DONT,Brown 咖啡色,A no-no color 忌用的颜色,Brown 棕色 Corduroy 灯芯绒,Light Brown 浅棕色,Dress Shirt 衬衫,必须是全棉衬衫,Color Selection 颜色选择,DO,DONT,酒红色,深橄榄色,深蓝色,Ties 领带,Dress Shoes 皮鞋,Lace-up shoes With toe cap 有鞋带的皮鞋(皮质鞋底),Rubber Sole Shoes 橡胶休闲鞋,DONT,Appropriate Color 适当的颜色Navy 深蓝色 / Dark Grey 深灰色 / Black 黑色Ensure your socks cover the space between your pants bottoms and shoe tops when seated.袜筒的长度应到裤脚底,
