喜来登 商务礼仪business etiquette课件

ProfessionalImage&EtiquetteSeries“职业形象与礼仪”系列之BusinessEtiquetteSelf-introduction2.Isimage&etiquette1.Myname&positionimportantforme?3.Why?4.MyI&Escore?(1-lowest5-highest)CourseOutline

课程内容Appearance&grooming仪容仪表与着装

Visitingetiquette出访礼仪Receptionetiquette接待礼仪

Telephoneetiquette电话礼仪

Businessdinner商务餐Negotiationetiquette谈判礼仪Alwaysusetheheadgearthehotelprovidesandkeepitclean只配戴酒店提供的头花并保持清洁Naturalmake-upisamust.必须化淡妆Simplestyleandlessthanthreepieces.款式简单,全身少于三件.Shortandclean.Unnaturalcolororbrushedoffnailpaintisforbidden.短且干净,不得使用过艳的指甲油,出现脱落须洗净重涂.Appearance:

仪容仪表:Headgears:头饰:Make-up:妆容:Jewelry:首饰:

Nails:指甲:1.5cmbroaderthanyourbody.两边各宽于身宽1.5厘米.Shirtcollarshouldbe1cmabovethesuitcollar.衬衫衣领高于西装衣领1厘米左右.1cmshirtsleeveisbeyondthesuitsleeve.衬衫衣袖外露出西装1厘米.Loadaslessthingaspossible.尽量少装东西.Grooming:Male’s

着装:男士Shoulder:肩Collar:领:Sleeve:袖:

Pocket:衣袋:Cover4/5ofyourbuttocks.盖住4/5的臀部Cover2/3ofthesurfaceofyourshoes.盖住院2/3的鞋面Darkcolor.深色系Cleanandwiththeshoelacetiedwell.干净且鞋带系好.Keepthesamecolorseriesandqualitywiththeshoes.与鞋同一色系和质地.Grooming:Male

着装:男士Suit:外套:Trousers:西裤:Socks:袜:

Shoes:鞋Belt&Case:皮带/包:Nottoosoftortoothin.不宜过软或过薄.Modestandnomorethanthree端庄,不超过三色.Decentwithcollarandsleeve有领有袖,优雅合体.Atmost2cmaboveknees裙边不能高于膝上2厘米.Cleanandassortingwiththecolorandstyleoftheclothing干净且与服装的颜色及款式相称.It’samustforskirtandassortingwithcoloroftheshoes穿裙装时必须穿连裤袜,颜色须与鞋的颜色相称Grooming:Female

着装:女士Material:面料:Color:颜色:Style:款式:

Skirt:裙:High-heelShoes: 鞋Panty-hose:袜:VisitingEtiquette:Introduction

出访礼仪:介绍Sequence尊卑有序Calltheguestswiththeirtitles称呼头衔Provide

adequateinformation提供足够资料Introduceyourselfintime

主动自报家门VisitingEtiquette:ExchangingBusinessCard

出访礼仪:交换名片MakesuretheBusinessCardsarereadyandsufficient注意检查名片是否随身带好了、是否够用.Putthecardsinsuitinsidepocket,caseorpurse名片置于西装内袋或皮包里.Standup,leanforwardanddeliveryourcardwithbothhands.Introduceyourselfwhiledelivering.起立双手递出名片,身体略向前倾.同时进行自我介绍.Delivercardafterbeingintroducedbyyourbossifhe’swithI.如有上司在，经上司介绍后再递出Makesuretheguestcanreadandunderstandthewordonthecardonceheorshegetsit.名片正面对住对方,文字以客人的母语为佳.yourcardshouldbelowerthanyourguest’sifyoutwohappentodeliverthecardsatthesametime如同时递出,应低于对方双手的高度DeliveringReceptionEtiquette:Procedure

接待礼仪:基本程序Selfintroduction自我介绍(Herald

传达)Leadingtheway

带领Drinkservice

敬茶Communication交流Thanksforthevisit&shakinghand

感谢来访/离席Seeingthevisitoroff

送客Tidy整理CaseStudy案例分析-1CarSeats场景：轿车座位安排A.Ifit’sataxi,…这是一部的士B.Ifit’sthehotelcar,…这是公司的车C.Ifit’sguest’scar,…这是客人的车DriverSeat司机位C位A位B位CaseStudy案例分析-2门ABCDMeetingRoomDesk会议桌SmallMeetingRoomSeats场景：小型会议室座位安排DoorCaseStudy案例分析-3门会议桌ABCDEFSmallMeetingRoomSeats场景：大型会议室座位安排DoorCaseStudy案例分析-4DinningSeats场景：用餐座位安排门Table餐桌AGFEDCBDoorReceptionEtiquette:Communication

接待礼仪:交谈KeepnecessaryDistance保持必要空间距离Eyecontact目光交流Listenpatiently,andneverinterrupttheguest’swords耐心倾听，不轻意打断对方Responseinpropertime适时作出回应Speakslowly,withpropervolumeandinagentleway速度稍慢,音量适中,语调平和Don’ttakecareoftheguest.

不理客人，只顾自己。Disorder.Keeptheguestwaiting.

手忙脚乱，让客人无故等候Excessiveoremptycomplements.

赞美过多或过泛ReceptionEtiquette:HotelTour

接待礼仪:带领参观Takecareofguestintermsofsecurity,cleanness,convenienceandcomfort.

保障客人的安全、便利、清洁与舒适.Wellpreparedandcoordinated.Doorsaysomethingtoimprovetherelationshipwiththeguestifyouhavetowait.

事前做足准备和协调，不得不要客人等候时，有效与客人拉近距离Sincereandconcretecomplement.

真诚而具体地赞美客人Blankandcarelesslooking

单调而不关心的表情Dashalongorstupidrepeat.

忽视客人需求，滔滔不绝，愚蠢重复Overquestioning.

过多过频或不着要领的发问ReceptionEtiquette:HotelTour

接待礼仪:带领参观Speak&listenempathically

目光关注，设身处地Observetheguestandencouragehim/hertospeakintherighttime

观察入微,适时鼓励客人说出自己的想法Asksmartquestions.

适当发问TenBadMannersofTelephoneHandling

电话礼仪十大忌Onlysayhellowhentakingthecall接听电话时只说“喂？”Speakwithfood/guminmonthorspeaktothepeopleaside在电话时吃东西、嚼香口胶、跟身边的人说话Speakwiththephoneclampedbetweentheearandshoulder用耳朵和肩膀夹住听筒讲电话Taketwocallsatthesametime同时接听两条线Keeptheguestwaitingwithoutanyexplanation让人等候不告知或不说明原因

TelephoneEtiquette:Body

Language

电话礼仪:正确的身体语言Stopanythingyou’redoingtotakethephonewhenitringstwice.铃响两声后，中止其他事情和对话，立即接听Standardansweringwithsmileandgentlevoice:微笑着语气温和地自报家门： 您好!

-Goodmorning!营销部, -S/M我是Connie.

-Conniespeaking.有什么可以帮到您？

-MayIhelpyou?TelephoneEtiquette:PickupThePhone

电话礼仪:接听Howtoresponseunderthissituation?

练习：出现下列情况时,如何应对?MymobilephoneringswhileI’minthephone.Whoismoreimportant,theoneI’mtalkingtoortheonewho’scallingin?TheguestaskedmeaverybigquestionbutIknowIcannotanswerhimwiththecurrentinformationnowIhave.Ineedtofindafiletoanswertheguest’squestioninthephone,butIknowittakestimetolookforit.Ifindit’ssohardtounderstandtheguest’sEnglishwhenwe’retalkinginthephone.Thesignalattheguest’ssideissobadthatIcanhardlyhearanything.It’ssonoisyattheguest’ssidethathespeakstomeinsuchaloudvoice.Oh,mypoorear!Thecallistransferredtomebymistake.Theonewho’scallingwantstospeaktoPurchasingdept.Theonewho’scallingjustcallsforfun.Mycolleagueleftofficejustnow.Herphoneisringingagainandagain.Theguestcalledmanytimesformycolleaguebutunfortunatelyheisoutagain.Obviously,theguestisgoingtoloosehispatience.Ihavepassedthemessagetomycolleague,butshedidn’tanswerherguest.NowherguestcallsagainandIcanfeelhisanger.

TelephoneEtiquette:TransferTheCall

电话礼仪:转接电话Politelyasktheguesttowaitforawhile.请来电人稍候Informyourcolleaguethatyouwilltransferthephoneforhim/her.招呼目标接电人接电Telltheguestyou’retransferringcallsforhim/her.告知来电人将替他转电话Onyourleft放在左手边桌上It’sforcleaningyourhandsinsteadofyourface.用于擦手，不用于擦脸Littleforonce.Pickthefoodintoyourbowlwithpublicchopsticksorspoon.Neverputbackwhatyouhavepicked.一次少许，使用公筷公勺,不可将已夹出的菜抖落回盘中Novoicewhiledrinkingsoup不可喝出声音Stopyourchopsticksifyouwanttospeak.Don’tspeakwithfoodinmouthandnevertalkaboutdiseaseordirtythings.停下筷子说话，口中有食物时不说，不可谈及疾病及肮脏的东西Standuptoandwithbothhands起身、双手端杯敬酒Askforashortleavewithexplanationandapologyandtelltheguestwhenyou’llbeback.先道歉并简短说明原因，告知回席时间Napkin餐巾：Wettowel湿巾：Pickfood夹菜：Drinksoup喝汤：speak交谈：Toast敬酒：Leaveforawhile离座：TelephoneEtiquette:InChineseRestaurant

商务餐礼仪:中餐Taketheseat入座Tableware餐具及其使用Sequence用餐顺序Gesture用餐姿式TelephoneEtiquette:InWesternRestaurant

商务餐礼仪:西餐NegotiationEtiquette:Reception

谈判礼仪:接待Welcometheguestswithcorrespondingstandard用相应规格迎接对方人员Arr