涉外商务礼仪PPT课件

.,1,WhatisEtiquette?,Etiquette,oneaspectofdecorum,isacodethatgovernstheexpectationsofsocialbehavior,accordingtotheconventionalnormwithinasociety,socialclass,orgroup.Usuallyunwritten,itmaybecodifiedinwrittenform.Etiquetteusuallyreflectsformulasofconductinwhichsocietyortraditionhasinvested.,.,2,2Inwhatwaydoyouthinkitisimportant?,21internationalbusinesscompetitionisbecomingmoreandmorefierce,thesuccessorfailureofacompanysbusinessnotonlydependsonitsgoodsandprice,butalsodependsonitsattitudetowardscustomers,itsmasteryofinternationalbusinessetiquette.Inmostcases,gettinggoodunderstandingofcustomersculturaltraditionsisveryimportant,ifyoudo,youmaygetthedeal;otherwise,youmaylosethedealandspoilthecompanysimage.,.,3,2.2Inaforeigncompanyorjointventure,iftheleaderstreattheworkersinapoliteorproperway,theworkerswilldotheirjobinanactiveway,andshowgoodperformance.Supervisorsfindtheyhavehappierandmoreproductiveemployeeswhencourtesyandmannersarepracticed,andco-workersfindgreatercooperationwhentheyemploytheessenceofetiquettetotheireverydayworklife.,.,4,2ClassificationofEtiquetteand,2.1ClassificationofEtiquetteTherearedifferentkindsofetiquette,whichincludesintroduction,handshake,greetings,exchangeofnamecards,appointment,visit,negotiation,dressandpersonaladornment,looks,speechandbehavior,telephoneetiquette,officeetiquette,socialetiquette,tablemanners,travelingetiquette,writingmanners.Eachkindofetiquettehasitsdetailedcontent,takeintroductionforexample,itincludeshowtointroduceandhowtobeintroduced,howtointroduceothersandhowtointroduceoneself,theintroductionorder.,.,5,Embarrassothers:sayoffensivewords,lookdownuponothers,andbehaverudely.Beinnocentoftablemanners:eatfoodwithnoises,wronguseofknifeandfork,begintoeatbeforethehostcallstodoso.Failtowritethanksletters:failtothankthehostwheninvitedtohavedinnerorbirthdayparty,failtowritethankslettersaftertheinvitation.,.,6,3.BasicRequirementsofEtiquette,3.1PoliteNotjust“Thanks”Or“Please”Politenessalsomeanstheattitudetowardscustomers,superiors,subordinatesandcolleaguesshouldbebothkind,enthusiasticandproper.,.,7,3.2OpenandHonest,Ifyouwanttobeopenandhonest,youmustgetridofhypocrisywhichincludesthreeaspects:beovermodest,courteous(tobowandscrape),makeanoverstatement(unbelievable),flattersb.inanobviousway(dishonest).,.,8,3.3PositiveAttitudesTakingpositiveoractiveattitudeisjustliketakingaphoto,ifaphotographerwantstotakeagoodphoto,hemustfindagoodangleorvantage-point,hedoesnotchangetheobject,buthavetochooseabestbackgroundtomaketheobjectmorebeautiful.Whenyoucommunicatewithbusinessmenfromdifferentcountries,youhavetochoosebestdictionandtonetoexpressyourmeanings,avoidingusingvulgarwordsandtone.,.,9,Suchas:youshouldnotsaylikethisSendussamplesoftheitemswewriteyouabout.Youshouldsay:Wewouldappreciateyoursendingussamplesoftheitemsweareinterestedin.Or:Pleasesendussamplesoftheitemsweareinterestedin.Or:Wewouldbepleasedifyoucouldsendussamplesoftheitemsweareinterestedin.Or:Wewonderifyoucouldsendussamplesoftheitemsweareinterestedin.,.,10,Wearenotexpectedtosay:WeregretwewontbeabletoshipyourorderuntilOctober12.Weshouldsay:WewilldoourbesttoshipyourorderonOctober12.,.,11,Chapter2LooksandDressandPersonalAdornment(仪容与服饰),1.theimportanceoflooksanddressandpersonaladornmentDifferentlooksanddressandadornmenthavedifferentsocialeffects.Appropriatelooksanddressandpersonaladornmentshowyourrespecttoyourselfandtoothers.Looks,dressandpersonaladornmentarejustlikethepackageofgoods.Yourlooksanddresswillimpressyourcustomerswhichwillofcoursehavedifferentimpactsonyourbusiness.,.,12,2.Looks,2.1DefinitionandItsImportanceLooks,inabroadsense,includesdressandpersonaladornment,butspecificallyitreferstoface,hairstyle,fingernails,eyeglasses,perfumeusage,etc.Ifyouwanttomeetforeignbusinessmen,attendmeeting,youshouldpayattentiontosomedetails.,.,13,2.1PointsforAttention1)hairshouldbecleanandshort,withoutdandruff,avoidingtootrendy,yournasalhairshouldbecutshort,.,14,2)Donotweartoomuchjewelry3)keepyourearsclean4)sizeofyoureyeglassesshouldbeproper,frameworkshouldbeclean,donotwearglasseswithchains,.,15,5)keepyourteethcleanandwhite6)keepyourmouthclean,avoidbadbreath,donoteatonionsandgarlic7)keepyourfingernailsshortandclean8)donotusetoomuchperfume9)Ladyshouldavoidhairintheface,colorofthelipstickandnailpolishshouldbepopularorcommon,avoidbeingtoostrange.,.,16,3.DressandPersonalAdornment,3.1TheImportanceYourlooksanddresswillformthefirstimpression.Peoplecanlearnapersonspersonality,attitudeandbearing.Sometimespeoplecanchangewhatothersthinkyouarebychanginglooksanddress.,.,17,3.2ProperdressandpersonaladornmentTherearesomefactorswhichshouldbetakenintoconsiderationsinchoosingclothes:Yourwork,climate,yourstature,traditionsorculturesofthecountryyouvisit,occasionsyouareon(TPOprinciple),.,18,4AttentionsPayingtoLooksandDress1)dressshouldbesuitableforyourstatureandskincolor.Ifyouarefat,takeclotheswithverticallines,ifyouaresoslim,takeclotheswithhorizontallines.Ifyourcolorskinissodark,youshouldwearclotheswithalightcolor，andviceversa.,.,19,2)dressandshoesshouldbeharmonious.Ifyouwearblackclothes,youshouldtakeblackshoes.Ifyoutakebrownclothes,youshouldtakebrownshoes.Blackismoreformalthanbrown.,.,20,3)Ifyouwanttoadjustyourmakeup,ortakeoffyourclothes,youshouldgotowashingroomandremembertosay“Excusemeamoment”beforeyouleave,.,21,4)Ifamanwearsabusinesssuit,heshouldtrynottoputgoodsinthepocket,andthejewelryshouldbelimitedtoawatchandaring.5)Foralady,sheshouldpayspecialattentiontohersocks,andthejewelryshouldbelimitedtoadelicatewatch,anecklace,apairofearringsandapairofrings.,.,22,5.DressandPersonalAdornmentAtabroad,1)Foraninternationalbusinessman,heshouldnotdoastheRomansdo,whichmeansheshouldnottakelocaldress,suchastakingkimonosinJapan,cheongsaminChina.Ifhedoesthis,thelocalpersonswillregardyouasstrangeandridiculouspersons,whichdefinitelywillspoiltheimageandreputationofthecompany.InBritain,menshouldavoidtieswithstripes,becauseinsomeschools,suchtiesgowithuniforms.,.,23,Inmostforeigncountries(esp.Europeancountries),thetasteofwomenissoelegant.SodonotwearfakejewelryinEurope,youshouldweargenuineones,suchas18kor14kgoldennecklaces.InArabiccountries,womenarenotallowedtowearclotheswithshortsleeves,becausetheirarmsshouldnotbeexposedtoothers.InSaudiArabia,donotwearjewelrywithreligioussymbols.InJapan,ifyouweartoofreshandcolorfulnailpolish,youmaybemistakenforawaitress.,.,24,2)InJapan,Korea,Malaysia,ChinaandPhilippine,oldpeoplearebelievedtohavemuchexperienceandthusrespected.Thus,inthesecountriespeopledonotworryabouttheirwhitehair,lossofhairandfacialwrinkles.Onthecontrary,insomewesterncountriessuchasAmerica,oldpeopletrytheirbesttomakethemselveslookyoung,adultstrytorejuvenatethemselvesandmakethemselveslookyounger.Ifyougotothesecountries,itissuitableforyoutowearwigsinordertomakeyourselfyoungandbeautiful.,.,25,3)InJapan,thecolorgreenisakindofunluckycolor,whiteisasymbolofsadnessandredsymbolizesgoodluckandhappinessInTurkey,nomatteronwhatoccasions,itissuitable