BusinessEtiquette商务礼仪-饮食-生活休闲课件

BUSINESSETIQUETTEBUSINESSETIQUETTE

Etiquettedemonstrates[ˈdemənstreit]respectforyourself,forothersandthesituation.

礼仪表示你尊重自己、他人及当时的环境。

Etiquetteiscommonsensebutnotalways

commonpractice.

礼仪人人知道却不能时时做到。EtiquetteAwareness具有职业礼仪的意识

Etiquettedemonstrates2GoodEtiquetteEqualsGoodBusiness

良好的职业礼仪会给公司带来好生意

Itimprovesthequalityoflifeintheworkplace改善工作环境的生活品质Itcontributestooptimum[ˈɔptiməm]employeemorale[məˈrɑ:l]有助于员工士气的提高Itprojectsagoodcompanyimage建立良好的公司形象Itplaysamajorroleingeneratingprofit

在为公司争取效益方面起重要作用GoodEtiquetteEqualsGoodBus3CourseObjectives

课程目标Tounderstandwhatisbusinessetiquetteandwhyitissoimportant.. 明确职业礼仪的定义及其重要性 Tolearntherelevantskillsofhowtobehaveyourselfmoreprofessionallyandefficientlyinthebusinessarena[əˈri:nə]. 学习相关的技巧使自己在商务场合中更职业化工作更有效CourseObjectives

课程目标Toun4

MainTopics

研讨话题ProfessionalPresence

职业化仪表GreetingsandMeetings 会见礼仪AtBusinessMeetings

商务会议TelephoneManners

电话礼仪EverydayOfficeEtiquette 办公室礼仪

MainTopics

研讨话题Pro5WhatisBusinessEtiquette?

职业礼仪的定义

Thewayprofessionalbusinesspeople-nomatterwhattheirjobtitleortypeofbusiness-conductthemselvesaroundotherswithgraceandstyle.

职业礼仪指在职人士－无论其头衔或行业－以优雅得体的方式与他人相处的技能。WhatisBusinessEtiquette?

职6

KeyPointsofBusinessEtiquette

职业礼仪要点T Tact

机智巧妙,令人愉悦T Timing

时间角色场合的相辅相成T Tolerance 具有包容他人的美德KeyPointsofBusinessEtiqu7

Goodmannersarealwaysimportantinallcontactsinlife,buttheymustspringfromrealkindnessofspiritortheywillnotringtrue.

-EleanorRoosevelt良好的行为举止对生活中的各方面永远是至关重要的，但必须出自你真正的善意，不然，它们会显得虚假。 －埃莉诺罗斯福Goodmannersarealways8

PROFESSIONALPRESENCE

职业化的仪表

PROFESSIONALPRESENCE职业9ProfessionalPresence

MakesyourappearanceworkforyouYourAppearanceSendsMessagetoOthers 外表会传递有关你的信息LettingYourBodyLanguageSpeakWellofYou 显示你优点的身体语言MakingYourGroomingBringOutYourBest 让你出众的细节修饰HavingYourClothingAddtoYourClout 增添你魅力的

衣着AppropriateAttire[əˈtaiə]：Whattowearandwhen 合时合理的妆扮ProfessionalPresence

10ClothingAddstoyourCloutClothingiscluetoyourpersonality,attitude,andprofessionalism. 衣着反映你的个性、态度与专业性。Appropriateclothingmayhaveaimpactonyourjob,yourcustomersandco-workers 恰当的穿着会对你的工作、同事与客户产生有利的影响。Safeselection[siˈlekʃən]isASUITwithdarkershadesandcooltones. 安全的选择是深色低调的职业套装。Dressforthepositionyouwouldliketohaveandtheimageyouwanttocreate. 按你想得到的职位/你想创立的形象来打扮自己。ClothingAddstoyourCloutClo11AppropriateAttireTPO-TimePlaceOccasion

检视时间、地点（气候）、场合的一致

性Ornaments/smalldetailsneedtobeappropriate

装饰品与小的细节要恰当Payattentiontothefitofanygarment,suitandshoes

衣服、套装和鞋的大小必须适合“Cleanandneat”arealwaysneededforprofessionalpresence

清洁与整齐总是必要的条件AppropriateAttireTPO-Time12

Viewyourprofessionalpresenceasanuncompensatedsecondjob.

把塑造职业化的外表看成是没有收入的第二项工作Viewyourprofessionalpresen13

GREETS&MEETINGS

了解人际交往对商务场合的意义掌握相关的基本要点

GREETS&MEETINGS了解人际交往14MeetingPeople-IntroductionsWhattosay如何说Mentionthenameofthepersonofauthorityorimportancefirst(onlyhavetosayeachperson’snameonce) 先说地位高的或重要的人的名字Ifyoucan,addsomeinformationabouteachperson 可以加些此人的相关信息Howtorespond如何回应Standup.movetowardstheperson,establisheyecontact,lookpleasantorsmile. 起立，朝着对方，目光接触，表情愉悦Shakehands.Greettheotherpersonandrepeathis/hername.Whenconversationends,saygoodbye. 握手，欢迎对方并重复其姓名，谈话结束后说再见MeetingPeople-Introductions15MasteringHandshakeMomentsWhentousehandshake

何时运用握手ThreekeystoaneffectiveHandshake

握手的三要点 1.Sayyournameandextendyourhand 说你的名字并伸出手 2.Extendyourhandataslightangle,withyourthumb[θʌm]up 伸手时手稍倾，拇指向上 3.Provideafirmhandshake,butnotabone-breakingone 握手时力量适度MasteringHandshakeMomentsWhe16HandingBusinessCardStandardized[ˈstændədaiz]businesscard

按公司统一标准设计keptinaholder

放在专用的名片夹内Usebothhandstosendorreceivebusinesscard

用双手递、接名片Letthewordsfacetheotherperson

名片上的字要正朝着对方

Readthewordswhenreceivingbusinesscard

收到名片时阅读上面的内容HandingBusinessCardStandardi17

Younevergetasecondchancetomakeagoodfirstimpression.你永远不会有第二次机会来营造第一个良好的印象

Younevergetasecondchance18

ATBUSINESSMEETINGS

了解商务会议及会谈的重要性掌握相应的行为要点

ATBUSINESSMEETINGS了解商务19PlanningMeetingsThecostofthemeetings

会议的成本Whoshouldattend请谁参加Themeetingpurpose会议目的The“right”peoplewhomustbethere必须到场的人Noticeandaccommodation发通知及住宿安排ConferenceTableDiagrams[ˈdaiəgræms]会议桌安排PlanningMeetingsThecostoft20AttendingMeetingsPromptness-alittleearly 准时Greetings 问候Seating 落坐Openingthediscussion 开场白HonoringTerritory[ˈteritəri] 尊重他人领地AttendingMeetingsPromptness-21Positionyourself会议时的姿势Usevoiceappropriately恰当的声音Listentoothers聆听Bodylanguage聆听的姿势Neverinterrupt不打断他人Participateactively积极参与Questions提有质量的问题Stateyourviewpointcalmlyandrationallywhenyoudon’tagree当你有不同意见时，冷静地有依据地表达你的意见Focusonthemeetingobjectives围绕会议主题AttendingMeetingsPositionyourself会议时的姿势22AttendingMeetingsWhenGuestsArrive有客人到达时Standupandproperlygreetthepersonwhennecessary

必要时起立迎接客人LeavingtheMeeting会议结束时Youcalledthemeeting

你是会议发起者Youwereinvitedtothemeeting

你应邀参加会议Takethematerials[məˈtiəriəls]withyou

带走有关的会议资料

AttendingMeetingsWhenGuests23

PlanningMealMeeting

-Foodandbusinesscannotbeseparated

[ˈsepəreitd]Considernumberofguests,meal,restaurant.

考虑人数、菜式、饭店Select[siˈlekt]thefacilityasanextensionofyouroffice

选择地点时要想到这是公司的延伸foodisgoodandserviceisreliable[riˈlaiəbl]

食物可口及服务可靠Makereservation2weeksago

预定在两周前进行People’stastesandotherdetails

考虑客人的爱好与其他细节PlanningMealMeeting

24DuringMealMeetingArriveearlyandrecheckreservations 提前到达并检查预定情况Waitinthelobbyoratthetable 在大厅或餐桌等候Findaplaceforcoats 确定客人放衣服的地方“Powerseat”foryourguestandyourseat 重要客人的座位与你的座位Holdachairforladies 为女宾扶椅子Letthewaitersknowyou’rethehost 让服务员知道你是主人DuringMealMeetingArriveearl25HeadTableSeatingSetroomwithaheadtable 如何设定主桌Useplacardstoindicateseating 用桌卡来指出座位Thepresidingofficer 主持者的位置Sitsinthetablecenterortherightofthecenter 坐在桌的中央或中央偏右Introducetheheadtableindescendingorderofrank 按职位高低介绍主桌客人

HeadTableSeatingSetroomwit26ConversationinMealMeetingAvoidpersonal,ethnic,religion,politicstopics

避免私人、种族、宗教与政治等话题Business/Worldnews/commonacquaintance

[əˈkweintəns]

可谈论生意、新闻与大家熟知的人或事Becarefulwithcompliments

注意不要随意奉承Say“Excuseme”wheninterruptorleave

在打断他人或离开时说“对不起”ConversationinMealMeetingAv27TableMannersOrderfood点菜Gestures姿势Whileyourfoodisserved服务员上菜时Yourelbowsandforearms手的位置UsingUtensils使用餐具Outsidein由外到内Position刀叉的摆放TableMannersOrderfood点菜28AttendingBusinessMealsBreakfastPrepareaheadoftimeandsetalarm 事先准备好所有的细节开好闹钟Avoidorderingmessyfood

点合适的食物LunchDrink不宜喝酒DinnerDress正式着装Orderwine点葡萄酒AttendingBusinessMealsBreakf29TableMannersPassitemsaroundtable-counterclockwise

传递食物按逆时针Putitemstogether,donotacrosstable

相关的东西要一起传递，不要越过桌面Breakbreadintosmallpieces

面包要撕成小块Offertopourifyou

arenearthepot

靠近咖啡（茶）壶要为他人倒咖啡（茶）Excuseyourselfforbiological[ˌbaiəˈlɔdʒikəl]functions

打喷嚏之类的举动要说对不起TableMannersPassitemsaround30TELEPHONEMANNER了解办公室电话礼仪的重要性学习电话礼仪的技巧和操作程序有效地处理各种电话TELEPHONEMANNER了解办公室电话礼仪的重要性31WhenTakinga

PhoneCallPreparationGesture-receiverinlefthandandpeninrighthand 左手握话筒，右手执笔备纸Answerbythethirdring

铃响三声之内回话,迟接须示歉意Identifyyourselfimmediately电话应答

1.问候语2.明确身份3.提供帮助Situpstraightandsmile,becourteous[ˈkə:tiəs]andsoft-

spoken坐直、微笑,注意语音、语调、语速Use“Thanks”,”Please”,“Excuseme”,“MayI”勿忘使用“请”、“谢谢”、“对不起”、“我可以...吗？”等敬谦词语WhenTakingaPhoneCallPrepar32WhenTakingaPhoneCallHelptransferthecallsormakeexplanationswhenothersdialthewrongnumber

若对方打错电话，应帮助转接，或礼貌说明Eliminateasmuchbackgroundnoiseaspossible 接听电话时，应尽量避免背景声音Listencarefully,askingforrepetitionifnotclear

仔细倾听，若不清楚，立即告诉对方，请求重复Reacttotheotherperson’sconversation

对方讲话时，应对谈话内容有所回应WhenTakingaPhoneCallHelpt33Handleaphonecall

whenyouhaveameetingwithothers:

会议或与客户商谈时遇电话铃响Takethecall,explainthesituationandpromisetocallback

应迅即接电话，很快解释正在处理要事，并允诺尽快回电Stayawayforawhileifyouareintheotherperson’soffice

若在他人办公室谈话，电话铃响时，应主动回避Endthecallpositively 以积极的姿态结束对话Letthecallerhangupfirst

让打电话者先挂机WhenTakingaPhoneCall

Handleaphonecallwhenyou34WhenMakingaPhoneCallPlanyourcalls

事先计划Themainpoints 谈话要点Thepersonyouwanttotalkwith 你要找的人Greet,identifyyourself,announceyourpurpose

问候对方并说明自己的身份，切入主题Endthecallpositively

以积极的姿态结束对话Hangupgently

挂电话时要轻WhenMakingaPhoneCallPlany35WhenMakingaPhoneCallApologizewhendial[ˈdaiəl]thewrongnumber

拨错电话要道歉Avoidmakingbusinesscallstotheotherperson’sfamily

避免打公务电话到对方家中Avoidmakingpersonalcallsintheoffice

避免在公司打私人电话Askingfortheperson’snameifneeded

必要时，询问对方的姓名Payattention-Callersshouldn’tfeeltheyarecompetingwithotherthingsforyourattention

避免让来电者感到你没在意他/她的电话WhenMakingaPhoneCallApolog36TelephoneRecordUsespecialformat

记录在专用的电话备份上

TelephoneRecordUsespecialfo37HowtoEndaPhoneCallExplainyou’vegotanurgentcallcomingin 表示你有一个紧急电话进来Sayyouneedtodealwithanotherimportantthing 表示你要处理一件重要事情Sayyourbossneedsyourightnow 你的老板正在找你Sayyouhaveavisitorwaitingforyou 有个客人在等你Letthecallerknowyouwanttocontinuetheconversation让对方知道你想继续你们之间的对话 HowtoEndaPhoneCallExplain38ImportantPhoneCallTryhardtoprovideconvenienceandservice

应尽量努力提供便利和服务Becourteous[ˈkə:tiəs],friendly,professional,enthusiastic

接听电话时态度热忱Recorddetails(seetelephonerecord)

详细记录要求Promisetotakeaction

承诺采取行动Endtheconversationpositively

完美结束对话ImportantPhoneCallTryhard39Ifyouarenotsureaboutthesituation

若不清楚事情应由谁负责Takemessageandcheckthekeypoints

要作好电话记录,重复已记下的要点Letthecallerknowyourname

告知自己名字以示负责Promiseyouwillforwardthemessagetothedepartmentconcerned[kənˈsə:nd]

承诺你会将此事送交有关部门处理。ImportantPhoneCallIfyouarenotsureaboutthe40Checkyourrecordandidentifythefact

作记录、向对方复述以确认事实Provideyoursolutionifyoucan;avoidpromisinganythingyoucannothandle

如可能，提出选择方案；不要轻易承诺也许你没法解决的问题Statewhatactionyouwilltake(stepsandtime)

清楚地说明你将采取什么具体行动以解决问题

（措施，时间）HandleCustomer’scomplaintsCheckyourrecordandidentify41Payattentiontoyourattitude 用你的态度和微笑来表示你的热情相助Reachagreement 取得协议Endconversation 完美结束对话Followupandfeedback 事后须及时跟踪给予反馈HandleCustomer’scomplaintsPayattentiontoyourattitude42

OFFICECOURTESIES

了解办公礼仪的意义掌握其基本原则及行为要点

OFFICECOURTESIES了解办公礼仪43BasicGuidelines

WhatkindofpeoplearepopularinyourofficeBecarefulwithyourappearance. 注意仪表Honoryourworkinghoursandotherpeople’sschedule. 遵守工作时间,尊重他人的时间安排Befriendly.Communicatewithothersandlistentoothers. 友善,善于聆听与沟通Expandyourknowledgeandkeepanopenmind 不断扩大知识面并不断开阔思路Honorotherpeople’sterritoryandkeepyourpersonalinformationtoyourself 尊重他人的“领地”，也保守自己的私人信息Workhard,bepositiveandsupportive 以积极的支持的态度努力工作BasicGuidelines

Whatkindof44Thankyou！Thankyou！45BUSINESSETIQUETTEBUSINESSETIQUETTE

Etiquettedemonstrates[ˈdemənstreit]respectforyourself,forothersandthesituation.

礼仪表示你尊重自己、他人及当时的环境。

Etiquetteiscommonsensebutnotalways

commonpractice.

礼仪人人知道却不能时时做到。EtiquetteAwareness具有职业礼仪的意识

Etiquettedemonstrates47GoodEtiquetteEqualsGoodBusiness

良好的职业礼仪会给公司带来好生意

Itimprovesthequalityoflifeintheworkplace改善工作环境的生活品质Itcontributestooptimum[ˈɔptiməm]employeemorale[məˈrɑ:l]有助于员工士气的提高Itprojectsagoodcompanyimage建立良好的公司形象Itplaysamajorroleingeneratingprofit

在为公司争取效益方面起重要作用GoodEtiquetteEqualsGoodBus48CourseObjectives

课程目标Tounderstandwhatisbusinessetiquetteandwhyitissoimportant.. 明确职业礼仪的定义及其重要性 Tolearntherelevantskillsofhowtobehaveyourselfmoreprofessionallyandefficientlyinthebusinessarena[əˈri:nə]. 学习相关的技巧使自己在商务场合中更职业化工作更有效CourseObjectives

课程目标Toun49

MainTopics

研讨话题ProfessionalPresence

职业化仪表GreetingsandMeetings 会见礼仪AtBusinessMeetings

商务会议TelephoneManners

电话礼仪EverydayOfficeEtiquette 办公室礼仪

MainTopics

研讨话题Pro50WhatisBusinessEtiquette?

职业礼仪的定义

Thewayprofessionalbusinesspeople-nomatterwhattheirjobtitleortypeofbusiness-conductthemselvesaroundotherswithgraceandstyle.

职业礼仪指在职人士－无论其头衔或行业－以优雅得体的方式与他人相处的技能。WhatisBusinessEtiquette?

职51

KeyPointsofBusinessEtiquette

职业礼仪要点T Tact

机智巧妙,令人愉悦T Timing

时间角色场合的相辅相成T Tolerance 具有包容他人的美德KeyPointsofBusinessEtiqu52

Goodmannersarealwaysimportantinallcontactsinlife,buttheymustspringfromrealkindnessofspiritortheywillnotringtrue.

-EleanorRoosevelt良好的行为举止对生活中的各方面永远是至关重要的，但必须出自你真正的善意，不然，它们会显得虚假。 －埃莉诺罗斯福Goodmannersarealways53

PROFESSIONALPRESENCE

职业化的仪表

PROFESSIONALPRESENCE职业54ProfessionalPresence

MakesyourappearanceworkforyouYourAppearanceSendsMessagetoOthers 外表会传递有关你的信息LettingYourBodyLanguageSpeakWellofYou 显示你优点的身体语言MakingYourGroomingBringOutYourBest 让你出众的细节修饰HavingYourClothingAddtoYourClout 增添你魅力的

衣着AppropriateAttire[əˈtaiə]：Whattowearandwhen 合时合理的妆扮ProfessionalPresence

55ClothingAddstoyourCloutClothingiscluetoyourpersonality,attitude,andprofessionalism. 衣着反映你的个性、态度与专业性。Appropriateclothingmayhaveaimpactonyourjob,yourcustomersandco-workers 恰当的穿着会对你的工作、同事与客户产生有利的影响。Safeselection[siˈlekʃən]isASUITwithdarkershadesandcooltones. 安全的选择是深色低调的职业套装。Dressforthepositionyouwouldliketohaveandtheimageyouwanttocreate. 按你想得到的职位/你想创立的形象来打扮自己。ClothingAddstoyourCloutClo56AppropriateAttireTPO-TimePlaceOccasion

检视时间、地点（气候）、场合的一致

性Ornaments/smalldetailsneedtobeappropriate

装饰品与小的细节要恰当Payattentiontothefitofanygarment,suitandshoes

衣服、套装和鞋的大小必须适合“Cleanandneat”arealwaysneededforprofessionalpresence

清洁与整齐总是必要的条件AppropriateAttireTPO-Time57

Viewyourprofessionalpresenceasanuncompensatedsecondjob.

把塑造职业化的外表看成是没有收入的第二项工作Viewyourprofessionalpresen58

GREETS&MEETINGS

了解人际交往对商务场合的意义掌握相关的基本要点

GREETS&MEETINGS了解人际交往59MeetingPeople-IntroductionsWhattosay如何说Mentionthenameofthepersonofauthorityorimportancefirst(onlyhavetosayeachperson’snameonce) 先说地位高的或重要的人的名字Ifyoucan,addsomeinformationabouteachperson 可以加些此人的相关信息Howtorespond如何回应Standup.movetowardstheperson,establisheyecontact,lookpleasantorsmile. 起立，朝着对方，目光接触，表情愉悦Shakehands.Greettheotherpersonandrepeathis/hername.Whenconversationends,saygoodbye. 握手，欢迎对方并重复其姓名，谈话结束后说再见MeetingPeople-Introductions60MasteringHandshakeMomentsWhentousehandshake

何时运用握手ThreekeystoaneffectiveHandshake

握手的三要点 1.Sayyournameandextendyourhand 说你的名字并伸出手 2.Extendyourhandataslightangle,withyourthumb[θʌm]up 伸手时手稍倾，拇指向上 3.Provideafirmhandshake,butnotabone-breakingone 握手时力量适度MasteringHandshakeMomentsWhe61HandingBusinessCardStandardized[ˈstændədaiz]businesscard

按公司统一标准设计keptinaholder

放在专用的名片夹内Usebothhandstosendorreceivebusinesscard

用双手递、接名片Letthewordsfacetheotherperson

名片上的字要正朝着对方

Readthewordswhenreceivingbusinesscard

收到名片时阅读上面的内容HandingBusinessCardStandardi62

Younevergetasecondchancetomakeagoodfirstimpression.你永远不会有第二次机会来营造第一个良好的印象

Younevergetasecondchance63

ATBUSINESSMEETINGS

了解商务会议及会谈的重要性掌握相应的行为要点

ATBUSINESSMEETINGS了解商务64PlanningMeetingsThecostofthemeetings

会议的成本Whoshouldattend请谁参加Themeetingpurpose会议目的The“right”peoplewhomustbethere必须到场的人Noticeandaccommodation发通知及住宿安排ConferenceTableDiagrams[ˈdaiəgræms]会议桌安排PlanningMeetingsThecostoft65AttendingMeetingsPromptness-alittleearly 准时Greetings 问候Seating 落坐Openingthediscussion 开场白HonoringTerritory[ˈteritəri] 尊重他人领地AttendingMeetingsPromptness-66Positionyourself会议时的姿势Usevoiceappropriately恰当的声音Listentoothers聆听Bodylanguage聆听的姿势Neverinterrupt不打断他人Participateactively积极参与Questions提有质量的问题Stateyourviewpointcalmlyandrationallywhenyoudon’tagree当你有不同意见时，冷静地有依据地表达你的意见Focusonthemeetingobjectives围绕会议主题AttendingMeetingsPositionyourself会议时的姿势67AttendingMeetingsWhenGuestsArrive有客人到达时Standupandproperlygreetthepersonwhennecessary

必要时起立迎接客人LeavingtheMeeting会议结束时Youcalledthemeeting

你是会议发起者Youwereinvitedtothemeeting

你应邀参加会议Takethematerials[məˈtiəriəls]withyou

带走有关的会议资料

AttendingMeetingsWhenGuests68

PlanningMealMeeting

-Foodandbusinesscannotbeseparated

[ˈsepəreitd]Considernumberofguests,meal,restaurant.

考虑人数、菜式、饭店Select[siˈlekt]thefacilityasanextensionofyouroffice

选择地点时要想到这是公司的延伸foodisgoodandserviceisreliable[riˈlaiəbl]

食物可口及服务可靠Makereservation2weeksago

预定在两周前进行People’stastesandotherdetails

考虑客人的爱好与其他细节PlanningMealMeeting

69DuringMealMeetingArriveearlyandrecheckreservations 提前到达并检查预定情况Waitinthelobbyoratthetable 在大厅或餐桌等候Findaplaceforcoats 确定客人放衣服的地方“Powerseat”foryourguestandyourseat 重要客人的座位与你的座位Holdachairforladies 为女宾扶椅子Letthewaitersknowyou’rethehost 让服务员知道你是主人DuringMealMeetingArriveearl70HeadTableSeatingSetroomwithaheadtable 如何设定主桌Useplacardstoindicateseating 用桌卡来指出座位Thepresidingofficer 主持者的位置Sitsinthetablecenterortherightofthecenter 坐在桌的中央或中央偏右Introducetheheadtableindescendingorderofrank 按职位高低介绍主桌客人

HeadTableSeatingSetroomwit71ConversationinMealMeetingAvoidpersonal,ethnic,religion,politicstopics

避免私人、种族、宗教与政治等话题Business/Worldnews/commonacquaintance

[əˈkweintəns]

可谈论生意、新闻与大家熟知的人或事Becarefulwithcompliments

注意不要随意奉承Say“Excuseme”wheninterruptorleave

在打断他人或离开时说“对不起”ConversationinMealMeetingAv72TableMannersOrderfood点菜Gestures姿势Whileyourfoodisserved服务员上菜时Yourelbowsandforearms手的位置UsingUtensils使用餐具Outsidein由外到内Position刀叉的摆放TableMannersOrderfood点菜73AttendingBusinessMealsBreakfastPrepareaheadoftimeandsetalarm 事先准备好所有的细节开好闹钟Avoidorderingmessyfood

点合适的食物LunchDrink不宜喝酒DinnerDress正式着装Orderwine点葡萄酒AttendingBusinessMealsBreakf74TableMannersPassitemsaroundtable-counterclockwise

传递食物按逆时针Putitemstogether,donotacrosstable

相关的东西要一起传递，不要越过桌面Breakbreadintosmallpieces

面包要撕成小块Offertopourifyou

arenearthepot

靠近咖啡（茶）壶要为他人倒咖啡（茶）Excuseyourselfforbiological[ˌbaiəˈlɔdʒikəl]functions

打喷嚏之类的举动要说对不起TableMannersPassitemsaround75TELEPHONEMANNER了解办公室电话礼仪的重要性学习电话礼仪的技巧和操作程序有效地处理各种电话TELEPHONEMANNER了解办公室电话礼仪的重要性76WhenTakinga

PhoneCallPreparationGesture-receiverinlefthandandpeninrighthand 左手握话筒，右手执笔备纸Answerbythethirdring

铃响三声之内回话,迟接须示歉意Identifyyourselfimmediately电话应答

1.问候语2.明确身份3.提供帮助Situpstraightandsmile,becourteous[ˈkə:tiəs]andsoft-

spoken坐直、微笑,注意语音、语调、语速Use“Thanks”,”Please”,“Excuseme”,“MayI”勿忘使用“请”、“谢谢”、“对不起”、“我可以...吗？”等敬谦词语WhenTakingaPhoneCallPrepar77WhenTakingaPhoneCallHelptransferthecallsormakeexplanationswhenothersdialthewrongnumber

若对方打错电话，应帮助转接，或礼貌说明Eliminateasmuchbackgroundnoiseaspossible 接听电话时，应尽量避免背景声音Listencarefully,askingforrepetitionifnotclear

仔细倾听，若不清楚，立即告诉对方，请求重复Reacttotheotherperson’sconversation

对方讲话时，应对谈话内容有所回应WhenTakingaPhoneCallHelpt78Handleaphonecall

whenyouhaveameetingwithothers:

会议或与客户商谈时遇电话铃响Takethecall,explainthesituationandpromisetocallback

应迅即接电话，很快解释正在处理要事，并允诺尽快回电Stayawayforawhileifyouareintheotherperson’soffice

若在他人办公室谈话，电话铃响时，应主动回避Endthecallpositively 以积极的姿态结束对话Letthecallerhangupfirst

让打电话者先挂机WhenTakingaPhoneCall

Handleaphonecallwhenyou79WhenMakingaPhoneCallPlanyourcalls

事先计划Themainpoints 谈话要点Thepersonyouwanttotalkwith 你要找的人Greet,identifyyourself,announceyourpurpose

问候对方并说明自己的身份，切入主题Endthecallpositively

以积极的姿态结束对话Hangupgently

挂电话时要轻WhenMakingaPhoneCallPlany80WhenMakingaPhoneCallApologizewhendial[ˈdaiəl]thewrongnumb