教学课件商务礼仪实务英语(第二版)-2

1、商务礼仪实务英语Practice of Business Etiquette in English全国高等院校基于工作过程的校企合作系列教材商务活动中的行为准则在商务活动中，为了体现相互尊重，需要通过一些行为准则去约束人们在商务活动中的方方面面，这其中包括仪表礼仪，言谈举止、情绪管理、接待礼仪、沟通礼仪、餐饮礼仪、国别礼俗职场礼仪、专题活动礼仪等内容。课程导入(理解礼仪及其重要性)孔子云：“不知礼，无以立” 意思是说，你如果不懂礼貌和礼节，就难以在社会交往中立足。应该说，中国古代的“礼仪”从本质上更偏重于政治体制上的道德教化。西方“礼仪”一词始于法语”Etiquette”，原意是”法庭上的通行

2、证“。后来慢慢演变成“人际交往的通行证”。课程导入“礼”的三层意思： 1）政治制度 2）礼貌、礼节 3）礼物 “仪” 也同样有三层意思： 1）容貌和外表 2）仪式和礼节 3）准则和法度礼仪的含义 在中文里，最早的 “礼” 和 “仪” 是分开的。纵观中外对“礼仪”的理解，归纳出以下意思： 1）是一种行为规范或行为模式 2）是大家共同遵守的 3）有它存在的合理性 （保证社会秩序）课程导入礼仪的含义人们在长期社会生活中形成的一种习惯。是人类生存和发展的需要，是人们之间相互交流所产生的一定形式，久而久之，约定俗成，形成一定的习惯便是礼仪。礼：尊重；仪：表现形式；礼仪：表达尊重的方式。孔子说：礼者，敬人

3、也！何为商务礼仪？商务礼仪，通常指的是礼仪在商务行业之内的具体运用，主要泛指商务人员在自己的工作岗位上所应当严格遵守的行为规范。1.礼仪是一个人的安身立命之本2. 懂礼仪，充满自信，胸有成竹，处变不惊3. 不懂礼，别人生气，后果严重为何要学礼仪模块1 综合素养了解形象管理和情绪管理的内容，学习仪容、仪表和仪态礼仪以及如何有效进行情绪管理。Project 1. Image Management 形象管理The way you look directly affects, the way you think, the way you feel, the way you speak, the way

4、 you act or behave, and then the way others react or respond to you Judith RasbandTask Three Manners EtiquetteTask Two Appearance EtiquetteTask One Grooming EtiquetteI. Lead inActivity 1: Discuss the following questions with your partner.1. What does a personal image constitute?2. Does your image ha

5、ve the desired influence on people?商务人员形象何为形象？外界对我们的印象和评价形象的两点重要性1.角色定位2.初次亮相、第一印象（首轮效应） 形象就是宣传 形象就是效益 形象就是服务 形象就是生命 形象重于一切第一印象一个人永远没有第二次机会给别人第一印象58%外表/形象仪态，表情，视线，衣服色彩，姿势，态度35%声音音调，语气，用词，说话速度，音量7%言词内容说话的话题及内容方面Tips：我们应该把注意力放在93%的关键因素上（外表/形象+声音）II. Reading: Read the following passages and have a grou

6、p discussion.What is Image Management?What Image Management is Not?Why does Image Matter?Image Management is the ongoing, pro-active process of evaluating and controlling the impact of your appearance on you, on others, and the achievement of your goals. Image Management is not personality developme

7、nt, which focuses only on the self, and it is not makeover or grooming which focus on the outside. People recognize that the right image makes people attribute confidence, superior ability and other positive elements to them. 1. What is image management? 2. Why is image management important? Activit

8、y 2: Group -active adj. intending or intended to produce a good result or avoid a problem, rather than waiting until there is a problem 积极的framework n. a structure around or over which something is built 框架；结构groom v. to make yourself ready to be seen; put in order 使做好准备；修饰enhance v. t

9、o improve the quality, amount, or strength of something 提高downplay v. to make something seem less important or not as bad as it really is 不予重视optimal adj. optimum 最佳的New WordsTask One Grooming Etiquette 仪容礼仪1. 首因效应这是一个两分钟的世界First impressionswhat people think of each other when they first meetcan gre

10、atly help or hurt a relationship.David J. Liebermans book “Get Anyone to Do Anything”: “Regarding first impressions, there is something called the primacy effect: the process whereby our first impression of another person causes us to interpret his or her subsequent behavior in a manner consistent w

11、ith the first impression.” way of talking clothes and accessories face hair posture (how a person sits or stands) body shape Activity 3:How do you form the first impression about a person? Check () three things you notice.1）发型发式要求：前发不遮眉，侧发不掩耳，后发不及领。2）面部修饰：剔须修面（每日必须），保持清洁。 2.男士仪容要求修面：男士魅力的亮点An electr

12、ic shaver is a convenient way to get a quick, close shave in the morning before you go to work.PreparationSoften the hair and the pores on your face. TechniqueBegin with your neck and work your way up. The neck can be a hard place to shave. Rotate the razor in a circular motion as you shave, and mov

13、e it quickly around. Press firmly on the shaver while youre shaving, but not so hard that it hurts. FinishingUse a little moisturizer or aftershave on the areas that youve shaved. Activity 4: Group discussion.1. Is it important for male to get a quick, close shave in the morning before going to work

14、?2. For boys, have you ever used an electric shaver?1）发型发式：“女人看头”时尚得体，美观大方、符合身份；不佩戴华丽的头饰，避免出现：远看像圣诞树，近看像杂货铺的场面。2）面部修饰：清新淡妆，妆成有却无此处。 3. 女士仪容要求突出美化自己脸上富有美感之处，掩饰面部的不足，以达到化妆的最佳效果。化妆的原则扬长避短一般来说，化妆有晨妆、晚妆、上班妆、社交妆、舞会妆等多种形式，他们的浓淡程度都存在差别。因此，化妆的浓淡要根据不同的时间和场合来选择。如工作妆要简约、清丽、素雅，而舞会妆则可浓艳。淡妆适宜化妆或补妆应该遵循修饰避人的原则，选择无人的

15、地方，如化妆间、洗手间等，切忌在他人面前肆熊猫惮地化妆或补妆。一般情况下，女士在用餐、饮水、出汗等之后应及时为自己补妆。化妆避人过浓的眼线性感的猫眼妆腮红过浓黑色烟熏妆一字平直粗眉闪光的唇彩一字又平又粗的眉毛在各大女星的带领下是成了越来越流行的眉妆之一，但要知道一字眉本身看起来就很夸张，根本就不适合出现在职场上，平时和知己逛街时倒可以尝试。过浓的腮红同样是职场的禁忌，虽然涂上腮红后会让您脸部看起来更有生气，但过浓的腮红出现在职场时会让您看起来像十足的小丑。不知何时开始，黑色烟熏妆就在时尚界刮起一阵猛风，但要知道这种彩妆只适合出现在晚会上，若是出现在职场上就会显得很怪了。虽然眼线可以令您的眼部看

16、起来很是迷人，同时有放大的作用，但若你每天都顶着过浓的眼线出现在上司、同事面前，绝对会让您的形象受损啊。闪光的唇彩会有丰唇的熊猫效果，所以很多薄嘴唇的女生都会喜欢使用它，要知道这种闪光的唇彩远远看上去感觉就像嘴巴闪着油光般不清爽，所以为了避免这种尴尬，你还是少用它吧!猫眼妆也是近期很流行的哦，因为它会让女生们的眼部如猫眼部般那么性感，如果在上班时顶着如此性感的猫眼妆，留给别人是轻浮的形象还只是轻浮的形象。化妆禁忌3. 化妆：女士职业形象的标志1.Apply an oil-free moisturizer all over your face. Next, apply a primer and

17、let it it absorb for about one minute. A primer is essential because it will make your foundation last longer.2.Dip a flat-top brush in liquid foundation. Apply the foundation all over your face, making sure to blend away any harsh edges. Next, dip your concealer brush in cream concealer. Gently pat

18、 your brush on areas you want to conceal, such as under-eye circles and blemishes. Smile, and apply peach blush on the apples of your cheeks with a blush brush.3.Pat eyeshadow primer on your eyelids gently, using your fingers. Let it dry for 30 seconds. Dip a small eyeshadow brush in some white eyes

19、hadow. Apply the eyeshadow all over your lids and slightly above your crease. Apply two coats of black mascara on your top and bottom lashes.4.Apply nude lipstick directly on your lips. Finish off with a clear lip gloss.礼仪知识小贴士 职业女性化妆禁忌: 一忌浓妆艳抹 二忌盲目模仿 三忌当众化妆 四忌残妆示人 五忌借用他人化妆品 六忌非议他人妆容1. What do you d

20、o for daily makeup?2. How to makeup? Activity 5: Group discussion.4. 职业人士的发型要求The bob hairstyle works for the business woman because it is a flexible hairstyle that looks polished. To get the bob hairstyle, ask for a blunt cut with no layering. If the hair is extra thick, you can ask the stylist to

21、thin out the hair and ends underneath for a smoother look. An inverted bob, where the hair is longer in the front and cut shorter in the back, is another option for a business haircut that gives a the modern look with professional polish.Bob HairstylesLong Layered HairstylesLong layered hairstyles w

22、ill work for business situations as long as the hair and layers are kept in top shape. Layers are shorter lengths of hair cut throughout longer hair lengths for a more manageable hairstyle. Extra styling time and styling products may be required to keep layers in shape. Long hair can be worn straigh

23、t, wavy, or extra curly. Find picture examples online of long layered hairstyles by typing those keywords into an image search engine.Ponytail Updos and Chignon Bun HairstylesQuick hairstyles that always look professional are the ponytail or the classic chignon bun. The ponytail has come a long way.

24、 Previously considered as a hairstyle for leisure activities, the refined ponytail has made its way into formal events and the workplace.1. Do you like your current hair styles?2. Which hair style is suitable for you? Activity 6: Group discussion.Task Two Appearance Etiquette 仪表礼仪1. 职业着装Men and wome

25、n alike should choose tailored, neutral-tone suits for business. 1.Business dress today is more formal than it was before 1960. 2.Whether already in the workforce or preparing for a job interview, professionals should present an image of proper business attire and feel confident with their appearanc

26、e. 3.When selecting clothes, both women and men should avoid flashy colors, fad styles, and clothes that are too tight or too baggy. 4.Women can choose extreme styles, bright hair colors, overly ornate hair accessories and heavy makeup in order to shine in the workplace. 5.When choosing dress shoes,

27、 women can choose open-toe and open-back dress heels or pumps. 6.When choosing accessories to customize business dress, you should select items that are conservative and not overly flashy. Activity 1: True(T) or False(F). FTTFFT2. 男士服饰的选择与搭配Make an Impression in Professional Attire 1西装颜色搭配在西服套装、衬衣、领

28、带中，最少要有两个单色，最多一个图案。2深色西服配浅色衬衫和鲜艳、中深色领带；中深色西服配浅色衬衫和深色领带；浅色西服配中深色衬衫和深色领带3 全身穿着限制在三种颜色之内，鞋子、皮带、公文包 一个颜色。 忌衣袖商标未摘掉、忌西装与皮鞋不相配、忌不打领带。职业男士着装 西装怎样穿？ 扣子系法 衬衫的搭配品位 领带的搭配原则 鞋子的搭配 商务用包 扣子系法 1）常见的西装，是双排扣，或者是单排扣，以两粒到三粒为主。 2）西装扣子可以不系，特别是一种单排款的西装可以不系（特别宽松的场合说，表达自己的潇洒和自如的时候，完全可以不系） 3）如果要系的时候，应该是怎么样系？ 两粒扣的西装，只系上面一粒，下

29、面一粒不要系；三粒扣的西装要么就系住中间的一粒，要么系住上面的两粒扣子。 4）各种款式的西装，最基本的原则就是下面的一个扣子永远是不系的，包括双排扣的西装。 衬衫的搭配品位 在一个男人的一个身上，只能允许有这种三种色系，衬衫的选择是以白色和纯棉的衬衫最为正式。 白色的衬衫是最安全的，也是最为国际上所公认的，最为正统的，最为正式的衬衫的颜色。衬衫面料：高支精纺的纯棉纯毛制品为主。以棉、毛为主要成分的混纺衬衫亦可。绒布、水洗布、化纤、真丝、纯麻的不可。最好穿质地好的长袖衬衣；浅颜色衬衣不要太薄。色彩：色彩单一。蓝、灰、棕亦可。杂、红、粉、紫、绿、黄、橙有失庄重，不可取。图案：无图案为佳，尽量不要穿

30、带有明花、明格的衬衣。立领、翼领和异色领的衬衫，不适合与正装西装配套。领角有扣的衬衫即使不打领带也要扣上；不打领带时，衬衣第一个扣子要解开。衣袖：正装必为长袖，袖口要系好，袖子应比西装的袖子长出1公分，并能盖住手背。衣袋：以无衣袋为佳。有袋也少放东西。 领带的搭配原则 1）领带的质地一定要优良 2）领带的颜色一定要比衬衫的颜色深 3）领带的长度，到达皮带扣的长度 领带可以提升男士阳刚、自信的形象要改变一套西装给人的整体观感，最简单的方式就是改变领带的款式领带西装的灵魂面料（真丝或羊毛。）色彩（单色和多色之分。蓝、灰、棕、黑、紫红等单色均可。切勿多于三色，尽量勿浅色、艳色。色调应与衣装一致。）图

31、案（单色无图案、条纹、圆点、方格为主图案）款式（箭头）配套平结 平结为最多男士选用的领结打法之一，几乎适用于各种材质的领带。 要诀：领结下方所形成的凹洞需让两边均匀且对衬。 鞋子的搭配 鞋子是最能够反映出一个男人修养和品位的东西。 男士的皮鞋应以深色为主，如黑色、棕色或灰色，不要穿太陈旧的皮鞋，要干净，跟不要太高。袜子应穿深色质地好的袜子，棕、深蓝、黑或灰色，无图案最好，几何图案亦可。切勿赤脚穿皮鞋，勿尼龙、丝袜。如不要穿质薄透明的袜子，尤其是不能穿白袜子。腰带 一定是黑色皮腰带，腰带扣不要太花，不可打其它色腰带，也不能太旧。裤子裤子不得有褶，要有裤线，不要太短，应盖住鞋面。 公文包 公文包的

32、式样、大小应该和你整体的着装配合。男士一般的物品，手机、笔记本、笔可以放在公文包中，尽量避免在口袋中携带过多物品，使衣服显得很臃肿，不适合商务场合。 男士着装Dressing the Man力求高档，一般情况下首选毛料面料庄重正统，不可轻浮随便，藏蓝色、灰色、棕色色彩单一颜色，最好是白色;无图案为佳;长袖衬衫，无胸袋衬衫领带要外形美观、平整，衬里不变形;面料以真丝、羊毛为最好领带西装只有一粒扣子，请直接扣好;西装是单排两粒扣，只扣上面那一颗扣子就行;西装是单排三粒扣，可以只扣中间那一颗，也可以扣上面的第一颗与第二颗扣子。纽扣皮带色彩与裤子色彩搭配时，可采用同一色、类似色和对比色。一般说来，黑色

33、皮带可以配任何服装。皮带其他徽标公司的徽标需要随身携带，它的准确佩戴位置是男士西装的左胸上方，这是男士在选择西装时需要搭配的物品。名片夹应选择好的名片夹放名片，确保自己名片的清洁整齐。同时接受他人名片时，也应该找一个妥善的位置保存，避免直接把对方的名片放在口袋里，或在手中不停的摆弄。钢笔钢笔的正确携带位置应该是男士西装内侧的口袋，而不应该是男士西装的外侧口袋，一般情况下我们也尽量避免把它携带在衬衫的口袋里，这样容易把衬衫弄污。纸巾男士在着装的时候应随身携带纸巾，或者携带一块手绢，可以随时清洁自己面部的污垢，避免一些尴尬场面的出现。商务便装基本要求- 可不着西装上衣；- 可不打领带，但衬衣第一个

34、扣子应解开；- 可穿质地好带领的T恤衫，不要透明或上面有字；- 可穿非运动类的便装皮鞋，不能穿运动鞋和布鞋；- 最好不穿牛仔裤。Professional Attire: The BasicsSuits, it goes without saying, are a must, whether or not you work in an office. Theyll come in handy on many different occasions throughout your adult life, so its good to have at least one or two crisp,

35、single-breasted suits on hand. Look for styles with two buttons, and opt for colors that are classicblack is inherently timeless, while gray and navy also complete work wardrobes nicely. Suits You will need a shirt to wear with your suit, of course, but a basic dress shirt (or two) works in myriad o

36、ther situations, too. Again, opt for neutralsyou can never go wrong with white or light blue. Faint pinstripes are also acceptable if you opt for a print. ShirtsProfessional Attire: The BasicsPants are a necessary part of the equation, even if you own a couple of suits. Use these to mix and match wi

37、th various blazers and dress shirts. Opt for a couple of dark pairsblack or charcoal are greatand at least a pair of khakis for spring and summer wear.PantsYour tie should be simple and conservative in a good quality silk. You can show some flair with a nice vintage tie and matching handkerchief, bu

38、t gauge your workplace carefully to be sure this is acceptable. Stick to classic patterns, as opposed to prints of animals or pin-up girls.Ties 1.Everyone will dress the same in different firms. 2.In the financial, legal and management arenas, you can dress casually. 3.As long as you make an investm

39、ent in your appearance for the interview, you can get the job. 4.Black and navy are classic colors for suits. 5.When wearing shirts you will never go wrong with white, light blue or pink. 6.In order to impress others, the tie should be fashionable and flashy. Activity 2: True(T) or False(F). FFFTFF3

40、. 女士服饰的选择与搭配Choose classic colors in business attire. 职业女性着装要点西服正装套裙老年女士可以穿平于或者低于膝盖的裙子在职的女士穿在膝盖以上三到六公分长的裙子可以表现出女士干净、利落和优雅的感觉女士西服套裙的开叉在什么位置并不重要，前开、后开和侧面开都可以。职业女性着装要点鞋袜长筒袜首选肉色，其次是黑色。冬天穿不透明的保暖丝袜，夏天穿透明的丝袜。职业女士穿正装的时候，千万不要穿带网眼儿的丝袜。职业女性着装要点鞋袜高跟鞋五公分粗跟和细跟之间，最好选择细跟。职业女性着装要点配饰首饰三件首饰，戒指、耳环和项链。白色系列，比如珍珠、白金、白银、水晶

41、和钻石。同一系列更能体现品位。职业女性着装要点手表两块，正装手表和休闲手表。正装手表是钢表壳，造型中规中矩、富有女士色彩；休闲手表可以是如运动表、时装表或各种造型夸张的手表。职业女性着装要点手提包正式场合以提公文包的方式提着自己的包，不要背在肩上。特别高级的休闲包，也是以皮包和公文包的方式提着比较好。至于包的大小和式样，以在视觉上不太夸张为宜。职场女性穿衣6大禁忌01.过分性感03.过分随意05.配件乱用02.丢失职场威严04.过分生活化06.太紧太短穿着暴露或过度性感不但起不到被别人认同和注意的目的，而且容易被人认为很轻浮。简约的职业装会带给他人大方得体的感觉，并提升你在同事眼中的整体形象分

42、。职场装扮就应该适合办公环境，T台上照搬下来的波西米亚风格、朋克风格等等都不适合办公室，优雅和得体才能保持威严。一些淑女风的长裙虽然很美，但并不足够实用，穿进办公室难免给人过分随意的感觉，另外拖沓的长裙也会严重影响工作效率。很多服装虽然平时看起来非常出色，但是并不一定适合在上班时穿着。比如，波普图案长裙搭配平底鞋固然舒适，也很有街头范，但并不适合在办公室里穿着。因为这样的装扮显得人不精神。一般来讲，职场配件有一个原则，那就是尽量简单。永远不要把装饰繁多的鞋子穿进办公室，那样会使你显得很不专业。即使安全的装扮也不能太紧身或者太短，不管你对自己的曲线多么自信，也不能随意暴露，适度宽松的服装总能让你

43、工作起来得心应手。 Can you make a list of things that a womans business wardrobe needs according to the passage? Activity 3: Discuss the following question with your partner. 4. 不同场合的不同着装Dress Professionally For Different Occasions1._ can represent you as someone who doesnt take his/her job seriously. A. A c

44、asual or sporty dressB. Wearing formal dressesC. A tidy suitD. Getting dressed professionally2.What kind of dress is suitable for the interview according to the passage? A. sneakers B. a clean, long sleeved shirt with black or navy pantsC. jeans D. collarless shirts Activity 4: Reading comprehension

45、 AB3. This passage offers some suggestions on how to dress professionally for some occasions, including _.A. interviews and business meetingsB. office or workplaceC. both A and BD. Dating4.Which of the following statements is TRUE according to the passage? A.Your attire and your appearance doesnt pl

46、ay an important role in your business world because inner beauty is more important.B.Once you have got the job, you can easily ask about (or just observe) the dress code at workplace and follow that.C. If you see senior ones wearing casual stuff, you can put on street wear next week.D. All business

47、meetings require formal attires.CBTask Three Manners Etiquette 仪态礼仪You communicate with others through your posture and movement. 令人生厌的仪态表情严肃架子十足轻视的眼神不礼貌的动作双手抱胸坐姿不雅目光游离坐姿不端弯腰驼背漫不经心地倾听神态疲惫赢得好感的仪态1. 仪态礼仪DefinitionPosture and movement etiquette means the way you use your stance and body to communicate

48、nonverbally with others. StancePosture is one of the first things another person will notice about you. Communicate confidence by standing tall and maintaining your space by keeping your feet about 8 inches apart, with one slightly in front of the other. Your stance can also indicate whether you are

49、 open to being approached. MovementHand movement is natural for some people, but it can be viewed as aggressive or intrusive by others. Body movement can also signal aggression if you step toward the other person, so be careful to maintain your space. Maintain eye contact without moving your eyes aw

50、ay or blinking excessively. Looking away can signal boredom or inattentiveness, and excessive blinking can make you appear nervous. Dont fidget, as this can also make the other person think you are bored or not listening. You can show your attention through appropriate head movements like nodding sl

51、ightly in agreement or shaking your head slightly to subtly show disagreement or disapproval.SpaceIt is good etiquette to respect another persons space. Some people dont mind if you get close, but others are uncomfortable when you get into what they perceive as their personal space. Keep some distan

52、ce when standing near another person to talk. Watch for any nonverbal cues that might indicate discomfort, and adjust your space accordingly.1.How can posture and movement etiquette benefit you?2.What is the definition of posture and movement etiquette?3.What should you do if you are talking to some

53、one and want to remain approachable?4.How can you respect another persons space when talking? Activity 1: Discuss the following questions with your partner.2. 仪态One of the first key things people notice is how you carry and present yourself. PostureOne of the first key things people notice is how yo

54、u carry and present yourself. Stomach in Chest out Shoulders back Head up 女士站姿头部抬起，面部朝向正前方，双眼平视，下颌微微内收，颈部挺直。双肩自然放松端平且收腹挺胸，但不显僵硬。站立时不要身斜体歪，双臂自然下垂，处于身体两侧，双手在身前自然交叉，右手叠放在左手上置于小腹前。两腿并拢，两脚呈“丁”字或“V”字型站立。男士站姿双眼平视前方，下颌微微内收，颈部挺直。双肩自然放松端平且收腹挺胸，不僵硬。双臂自然下垂，处于身体两侧，右手轻握左手的腕部，左手握拳，放在小腹前，或者置于身侧。脚跟并拢，脚呈“V”型分开，两脚尖约成4

55、5度角；或双脚平行分开，与肩同宽。站如松挺胸，抬头，收腹，目视前方，形成一种端正、挺拔、优美、典雅的气质美；女士双臂自然下垂，或者交叠着放在小腹部，左手在下，右手在上；男士两手也是自然下垂，或交叠放在身前或背于身后。 站姿小总结端姿 横摆式标准坐姿坐下时注意：1、平；（双肩平） 2、正；（上身要正） 3、稳；（重心要稳）4、顺。（服装要顺）坐姿的基本要求头部挺直，双目平视，下颌内收；身体端正，两肩放松，勿倚靠座椅的背部；挺胸收腹，上身微微前倾，但与桌边应保留一拳左右的距离；手的姿势：双手自然放在双膝上，双手自然交叠，腕至肘部的三分之二处轻放在柜台上； 腿的姿式：男士双腿可并拢，也可略微分开，距

56、离不得超过20cm。女士双腿并拢垂直于地面。坐姿通常分为三种，深坐（坐时将椅面全部坐满）、中坐（坐时占椅面2/3）、浅坐（坐时占椅面1/3）。在与人交谈或为客户办理业务时应选用浅坐，身体微微前倾，表现出积极的工作状态；在没有客户坐的时间较长时可调整为中坐。坐姿的基本要求无客户时，应自然抬头挺胸端坐；有客户时，上身微向前倾，用柔和的眼光目视对方；在面对客户操作电脑处理业务时，应微侧坐，脸和身体朝向电脑与客户的中间方向，眼神兼顾；入坐后可将小臂的3/2放于桌上，但不可将身体的重心压于桌面，双手不可支于桌上；如座位可旋转，则不得左右转动身体；双脚禁止抖动，双手禁止不停摆弄物品；禁止叠腿坐，忌双腿叉开

57、、将双腿平伸、将脚伸入座椅下面以及用脚勾住椅子腿。坐如钟不满坐是谦恭；女士的膝盖一定要并起来，脚可以放中间，也可以放在侧边；男士膝盖可稍微分开，但不宜超过肩宽；翘腿时，要注意收紧上面的腿，脚尖下压，绝不能以脚尖指向别人；不要抖腿。 坐姿小总结入座和离座的礼仪入座：从椅子的左侧入座；入座时应保持平稳、轻松，避免座椅发出声响；男士可将西服的钮扣解开，防止衣服堆积在胸前；女士入座时应用右手轻轻按住上衣前襟，用左手抚平后裙摆，以优雅姿态缓缓坐下； 女士可以将双腿向左或向右自然倾斜，但双腿不得分开。离座：离座时，身旁如有人在座，须以语言或动作向其先示意，随后方可起身；起身离开座位时，应动作轻缓，尽量不发

58、出声响；离座时，应先起身站定后再离去。起身离开座位时，动作轻缓，不可突然起身离开，离位后要将座位轻推回原处。标准行姿行姿要求面带微笑，身体协调，姿势稳健，仪态大方。步伐从容，步态平衡，步幅适中，步速均匀，走成直线。双臂自然摆动，挺胸抬头，小颌微收，目视前方。注意事项：行走幅度不可过大或过急；避免并排行走；不得将任何物品夹在腋下行走；在行走时，不得横穿客户队列；禁止在服务现场内奔跑（紧急情况下除外）。行如风男士要稳定、矫健；女士要轻盈、优雅；两眼平视前方，低头一般也拣不着钱；步履轻捷不要拖拉（脚后跟不要拖地）；两臂在身体两侧自然摆动，有节奏感；身体应当保持正直，不要过分摇摆。 走姿小总结 一脚在

59、前，一脚在后，两腿向下蹲，在后的一只脚前脚着地，后脚跟提起，在前的一只脚脚掌全部着地；上身保持直立，臀部向下。 标准蹲姿30致谢式鞠躬45致歉式鞠躬 鞠躬礼15致意式鞠躬鞠躬礼 头、颈、背成一条直线 身体前倾15度（30度）（45度） 行礼时不要注视对方 起身后目光与对方交流 微笑！鞠躬礼切忌不低头的鞠躬礼只低头的鞠躬礼驼背的鞠躬礼摇头晃脑的鞠躬礼目光没有交流的鞠躬礼 手势要在头部以下，腰部以上；右手自然弯曲，五指自然并拢，掌心稍微向上，以肘关节为轴指示目标方向，与身体呈45度角。指引手势指引礼仪走廊:在客人二三步之前，配合步调，让客人走在内侧。楼梯：当引导客人上楼时，应该让客人走在前面；上楼

60、时客人先上，下楼时你先下。电梯：引导客人乘坐电梯时，服务人员先进入电梯并按住电梯钮再请客人进入；到达时，服务人员按 “开”的钮，让客人先走出电梯；客厅里：当客人走入客厅，服务人员用手指示，请客人坐下。（一般正对门的地方为上座）行进间的指引姿态请客户开始行进时，应面向客户稍许欠身。若双方并排行进时，服务人员应居于左侧。若双方单行行进时，服务人员应居于左前方约一米左右的位置。在陪同引导客户时，服务人员行进的速度须与客户相协调。及时的关照提醒，经过拐角或楼梯之外时，须提请客户留意。在行时中与客户交谈或答复其提问时，应将头部、上身转向客户。工作时保持自身良好的仪态工作中大家应注意自己的仪态，它不但是自