Etiquette in Business Communication商务礼仪资料讲解.ppt

ChapterSix EtiquetteinBusinessCommunication Introductions Mentionauthorityfiguresfirstandintroduceotherstothem Introduceayoungerpersontoanolderperson Alwaysstandup Alwaysshakehands Introducelowerrankingpersontohigherrankingperson Includeusefulinformation FatherGraham mayIintroduceLibbySmith ournewassistantdirectorofdiversity SherecentlyearnedherMAinHumanResourcesatIndianaUniversity FatherGrahamhasservedasPresidentofXavierUniversityforthepast6years Recently USNews WorldReportrankedXavierasthe2ndbestcomprehensiveuniversityintheMidwest Interactivemoment Ingroupsof3 4 introduceeachmembersofthegrouptooneanother Rememberingnames Getbusinesscardsfromeveryoneyoumeetandmakesnotesonitaboutwhenyoumet whatyouhadincommon anddetailsabouttheperson includingnamesofchildren Prefertheformaltotheinformal especiallywitholderandhigherrankingpeopleAvoidsaying I msorry Ihaveforgottenyourname Instead say Helpmeout yournamewasonthetipofmytongueandImustbehavingaseniormoment Speakwithauthority Evenwhenaskingquestions haveyourvoiceendonwithadownwardinflection Say Whattimeisthemeeting oncewithvoiceraisingattheendandonewithvoiceendingwithadownwardinflection Writewithauthoritativelyandpositivelyandconcisely pp 4 1ffinworkbook AuthoritativelanguagePositivelanguageConciselanguage BusinessCommunication TelephonecallsNotesofAppreciationPhoneCallsandVoiceMailBeepers CellularPhones andPortables TelephoneEtiquette Identifyyourselfandyourcompany Askthepersonifheorshehastimetotalk Makecallsduringnormalbusinesshours Returncallsthesameday Neverputsomeoneonholdwithoutaskingpermission Don tdootherworkwhileonthephoneBecourteousofotherswhenscreeningcalls GeneralDo sandDon ts Outlinepointsyouwanttomakepriortoplacingacall Ifyourpartyisnotthere leaveabriefmessageandrequestatelephoneappointment Ifyourpartyanswers identifyyourself sticktoyouroutlineandthankthepersonattheendofthecall Conferencecalls PrepareBerespectfulBeinclusiveKeepmovingGetcommitments VoiceMail Identifyyourselfandyourreturnnumberimmediately Bebriefandtothepoint Whatyouwant whyitisofmutualinterest details nextsteps Leavereturnnumberagain Recordyourownconciseoutgoingmessage Makesureyousoundupbeatandoptimistic Yourvoice mailrecording StartwithanupbeatgreetingIndicatehowthecallercangetaresponseCloseonapositivenote Makeitagreatday Donothaveacutemessagebackgroundmusicalongintroductorycommentbeforethebeep Interaction Whatarethedifferencesinimpressionsyoumakewhenyouuseeachofthefollowingmedia voicemailmessagee mailmessagebusinesslettertelephonecallimpactofnormalcallspeakingfromortoaspeakerphonecallwaitinginterruptions Beepers CellularPhones andPortables Limittheuse Putonvibrateorsilent NotesofAppreciation ThankYouLetterofCommendationMemosofRecognition Icebreakers Whenvisitinganoffice payattentiontohowtheofficeisdecorated Lookforcluesthatwillallowyoutocomplimenttheotherpersononsomethingnon controversialAvoidpolitics religion howmuchyouearn ornegativecommunicationsuchascommentsaboutacompanyorpeople Interactivemoment Insmallgroups identifysomethinginyourofficed corthatperceptivevisitorscouldidentifythatwouldallowthemtocomplimentyouorstartaconversationaboutatopicthatstirsfeelingsofpridewithinyou MeetingEtiquette BeforethemeetingStartingthemeetingAfterthemeeting EtiquetteatBusinessMeetings BeforetheMeeting Arriveearlytomakesuremeetingroomissetupcorrectly Putagendasinplace Providefordrinksandalightsnack Standnearthedoortothankeachpersonwhoarrives Askwhatissuesareofparticularinteresttothem Introducenewmemberstoexistingmembers EtiquetteatBusinessMeetings StartingtheMeeting Asknewmembersofgrouptointroducethemselves Askhistoricalmemberstogivetheirnamesandpositions Previewtheagendaandsetatimelimitforeachitem includingtimeattheendofthemeetingtocomebacktoissues EtiquetteatBusinessMeetings DuringtheMeeting Asknon contributingmembersifthey dliketoaddtheirperspectives Note Interestingly researchshowstalkativememberswelcomethecommentsofothers andshymembersvalueinclusionintheconversation EtiquetteatBusinessMeetings EndingtheMeeting Summarizeagreeduponactions responsibilitiesandtiming laterwrittenasminutesanddistributedtorelevantparties Thankgroupandguestsfortheirtimeandcontributions Contents GreetingEtiquetteandSeeingOffEtiquetteBusinessMeetingEtiquetteDinnerPartyEtiquetteandDressEtiquetteEtiquetteofSigningAgreement DinnerPartyEtiquetteandDressEtiquette DinnerPartyEtiquetteDressEtiquette DinnerPartyEtiquette OninvitationBeingtimeconsciousOnarrivalSeatingReadytoeatCommunicationToastTakingoffcoatAttable AtTable 1 Maintainanaturalsittingpostureandkeepproperdistancebetweenyourbodyandthetable 2 Trytokeepthetablecleanwhileeating 3 Placeyournapkinonyourlap donotusenapkintocleanyourfaceortakefoodfromyourmouth 4 Whencuttingmeat holdtheknifeinyourrighthandandtheforkinyourlefthand avoidmakingnoise 5 Cutthemeatonepieceatatimeandeatitwiththefork 6 Puttheknifeandforkintheplatewhenyoufinishacourse 7 Donotuseaspoontoeat itisforsouponly 8 Besuretosampleallthefoodservedtoyou Finishthefoodinyourplate 9 Donottalkwhenyouhavefoodinthemouth 10 Avoidtalkingtoyourneighborwhenheorshehasfoodinthemouth FoodandDrinkTaboos Muslims donotdrinkalcohol noteatporkproducts avoidshellfish Hindus avoidbeefandpork strictvegetariansBuddhists strictvegetariansKnowingthefundamentalelementoflocalbusinessprotocolshowsyouareaseriousandcommittedpotentialpartner EtiquetteinDifferentCountries BrazilArgentinaIndonesiaJapan Middaythenormaltimeforthemainmeal Alightmealiscommonatnight unlessentertainingformally InBrazil restaurantentertainmentprevailsversusathome Ifentertainedinthehome itispolitetosendflowerstothehostessthenextday withathank younote Purpleflowersareextensivelyusedatfunerals sobecautiouswhengivingsomeonepurpleflowers VioletsareOKtogive Tippingistypically10 inBrazil Brazil Argentina Businessdinnersarepopularandareusuallyheldinrestaurants Tenderbeefandredwinearevirtualnationalsymbols Americanbeefandredwinecomparepoorlytotheirs Longmealsandconversationisthenorm Crossingtheknifeandforksignal Iamfinished Whendining keepyourhandsonthetable notinyourlap Indonesia印度尼西亚 Leavingfoodonyourplatesignifiesyouareimpolite soeatallthefoodyouareserved Onlyuseyourrighthandforeating whentouchingsomeone orhandlingmoney papers Talkingisimpolitewhileeatingdinner Conversationisreservedforbeforeorafterthemeal Japan Thewordfortoastingiskampai pronounced kahm pie Whentoasting theglassisneverleftunfilled DrinkingisanimportantpartofJapaneseculture Itisawaytorelievebusinessstress Neverpouradrinkyourself alwaysallowsomeoneelsetodoitforyou Mostbusinessentertainingisdoneinrestaurantsorbarsafterbusinesshours Ofteninkaraokeor hostessbars Businesswomenshouldnotattend hostessbars Letthehostorderthemealandpay Businessmaybediscussedatdinnerduringtheseevents Japaneserarelyentertaininthehome IfyouareinvitedtothehomeofyourJapanesehost consideritagreathonoranddisplayatremendousamountofappreciation Itisperfectlyacceptabletoslurpyournoodles Doingsowillexhibityourenjoymentofyourfood Todootherwise indicatesthatyourmealwasnotapleasantone Thenumber14isbadluck becauseinJapaneseitsoundslikethewordfordeath Tippingisnotexpected DressEtiquette FormalBusinessDressBusinessCasualCasualDresscodesindifferentcountries FormalBusinessDress BothMenandWomenShouldalwayswearasuit Considerdarknavyandgray WomenShouldavoidwearingseveralpiecesofjewelryMakesureskirtsareatleastkneelength Womenshouldalwayswearhose andshoeswithheels BusinessCasual Men ShouldavoidKhakipantsand loudprint shirts Women Shouldconsiderwearingbusinessskirtswithappropriateblouses suchassilks polyester orrayonwithattractiveprints Casual MenWomen DressCode LatinAmericafocusonstyleandqualityofapparelandaccessories MiddleEastjudgeoneonqualityandpriceofone sbriefcase watch penandjewelry Germansfeelcomfortablewithmenwhoseshoesarebrightlypolished Americanspayattentiontotheconditionofone steeth InMuslimcountries femalevisitorsshoulddresssoastoshowlittlebareskin DressCodesinDifferentCountries IndonesiaJapanGreatBritainFranceEgypt Indonesia Womenshouldwearlong sleeveblousesandskirtsthatcovertheknee Womenmeetinginamoreformalofficeshouldwearasuitwithhosiery Womenarelimitedtoclothingcolorsthataremutedordark Leavebrightlycoloredclothingathome Womenmustalwayscovertheirupperarmswhenwearingacasualblouse Japan ThosewhodressaccordingtotheirstatusorpositionimpresstheJapanese Dresstoimpress Casualdressisneverappropriateinabusinesssetting Shoesshouldbeeasytoremove asyouwilldosooften Slip onsarethebestchoice Women sdressshouldbeconservative Littleemphasisshouldbeplacedonaccessories Theyshouldbeminimal Womenshouldnotwearpantsinabusinesssituation Japanesementendtofinditoffensive Womenshouldonlywearlow heeledshoestoavoidtoweringovermen Akimonoshouldbewrappedleftoverrighttodootherwisesymbolizesdeath GreatBritain Darksuits usuallyblack blue orgray arequiteacceptable Men sshirtsshouldnothavepockets iftheydo thepocketsshouldalwaysbekeptempty Additionally menshouldwearsolidorpatternedties whileavoidingstripedties Menwearlacedshoes notloafers Businesswomenarenotaslimitedtocolorsandstylesasmenare thoughitisstillimportanttomaintainaconservativeimage France TheFrenchareveryconscientiousoftheirappearance Patternedfabricsanddarkcolorsaremostacceptable butavoidbrightcolors Womenshouldalsodressconservatively Avoidingbrightorgaudycolorsisrecommended Egypt Foreignersareexpectedtoabidebylocalstandardsofmodestyhowever donotadoptnativeclothing Traditionalclothesonforeignersmaybeoffensive Menshouldwearlongpantsandashirt preferablylong sleeved buttoneduptothecollar Menshouldalsoavoidwearingvisiblejewelry particularlyaroundtheneck Womenshouldalwayswearmodestclothinginpublic EtiquetteofSigningAgreeme