英文商务礼仪

1、Business Etiquette,The origin of etiquette,Louis XIVs gardener faced a problem: he could not stop the noblemen from trampling about the kings garden. He finally attempted to dissuade their Behaviour by posting a sign , called etiquet, which warned them to “ keep off the grass”. When this act failed

2、, the king himself had to issue a decree,That no one could go beyond the bounds of the sign. Later , the word “etiquette” was given to a ticket from the court that included rules regarding where to stand and what to do. The word “etiquette” has evolved, but in many ways it still means “ keep off gra

3、ss” -remaining within the flexible boundary of civil behavior.,What is etiquette?,What is business etiquette?,Etiquette is formal rules of correct and polite behavior in society,Principles of international business,Equality and priority Specialty and universality Respect and sincerity Consideration

4、and flexibility Gratitude and generosity,Chapter one Business Image,Section one Business Attire,Formal clothes,1. Morning attire A. Morning attire for MEN (1)Suit,a. fabric,Best choice: wool or cotton Linen: be careful! It is easy to be wrinkled. Ironclad rule: not shiny or iridescent,b. Color,Solid

5、 color,Pinstripes,Check pattern,Dark color Lighter shades of brown (tan or beige) grey,1,2,3,4,5,(2) Dress shirt,Rules 1. make sure the jacket, the shirt and the tie complement one another. 2. the sleeves of the shirt should be a bit longer than those of the jacket.,(3) Tie,(4)Shoes and socks,1. smo

6、oth surface leather shoes are a must. (rough surface-no!) 2. black and dark brown are the best choice. 3. avoid exposing the skin of your legs while seated. 4. white socks match black shoes?,B. Morning Attire for women,(1)Suit 1. compared with mens suit, women have more choices in style and color .

7、2. The ideal length of the skirt: 2.5cm above or below the knees.,(2) stockings,1. skin-color silk stockings are the best choice. 2.The rims of stockings should not be exposed. 3. Stockings of bright colors should be avoided.,(3)Shoes and handbag,1. smooth-leather surface shoes 2. quiet and conserva

8、tive colors are acceptable. 3. It is suggested that the shoes cover your toes and heels. 4. As for handbag, it must be big enough to hold all the items you carry.,Section two Grooming,1. Hair A. There is no strict rule about the length of a womans hair, but on the job, hair should be kept out of eye

9、s.,Unusual color is risky (dyed yellow or pink etc.),2. Fingernails,Clean and trimmed Clear nail polish is a good choice.,3. Make up,Light- touch make-up is suggested,4. Perfume,Many people are allergic to certain smells, so if you wear perfume to work, make sure the scent is clear and light. Of cou

10、rse, you can go to work perfume free.,Chapter II Meeting and Greeting,Section I The Art of Introducing People,I Making proper introduction 1. Basic rules Introduce a lesser to a more important or senior person A younger person to an old person A gentleman to a lady A guest to a host A junior executi

11、ve to a senior executive An unofficial person to an official person A peer in your company to a peer in another company A fellow executive to a customer or client,Remember: the person you address first is more important,Mr. Cogwell, I want my daughter , Ruth to meet you. Ruth, this is Mr. Cogwell, P

12、resident of our company.( ) Mr. Beta, I d like you to meet Mr. Anderson, my boss. Mr. Anderson, this is Mr. Beta, our client from San Diego. ( ),Remember to Use titles when introducing people,This is Professor Jennifer Garrett, he is from California University.( ) This is Jennifer Garrett, he is fro

13、m California University.( ),Explain who the people are when you introduce them,This is Mr. Williams, he has been serving our company loyally for 10 years.( ) This is Mr. Williams, general manager of our company .he has been serving our company loyally for 10 years and made a great contribution to it

14、s success.( ),Say names slowly, clearly and distinctly,4、the response to the introduction,Stand up Approach and look Smile Shake hands,Section Handshakes,1. posture Stand about 1 meter away from the other person ,5 seconds Extend your right hand Keep the thumb up and the other four fingers extended

15、together,No Left Hand !,No Cross Shakehands !,2. A desirable handshake,A desirable handshake feels: firm, strong; as if you are glad to meet someone; dry ,warm and pleasant What will you do when you have cold or clammy hands?,3、Shake Hand With a Woman,Men ususlly wait for women to offer their hands

16、before shaking.,Section III Business card,I. Exchanging Business Cards 1. when to exchange business cards A. Meetings are the best time to exchange business cards. Business cards are generally exchanged at the beginning of the meeting. B. When sb specifically asks for you card or you are engaged in

17、a conversation about business,C. If the person you are speaking with seems interested in your product or service, offer your card. D. Dont offer your card to anyone you meet; the card may be thrown away if the recipient has no interest in receiving it. E. Dont offer your card to others when you are

18、at the dinner table or the banquet .,2. How to exchange business cards,A. Handing your cards to others,1. present your cards with two hands. 2. hold your card by the two upper corner, so that the recipient can easily read your card. 3. look at the other peoples eyes and smile. 4. when handing your c

19、ards, you can say “ here is my card”,B. Accepting a business card,1. pause and take time to read it. If possible, comment on it before putting it away. 2. treat the card with respect and put it in a card case. If you forget to take a card case with you, put it in the wallet. 3. if you are at a meeti

20、ng, dont put away the card you received immediately. Place it on the table in front of you. If you receive more than one cards, place them in a sequence that complies with the seating of the cards owners.,Chapter 3 Table Manners,Section I Arriving for Dinner,I. A guest pre-planning 1. It is most pol

21、ite to arrive _minutes earlier than the stated time. 2. if you are more than 15 minutes late, call the host. 3. At a less formal dinners, a bottle of wine or chocolate is a good gift. 4. At a formal dinner, gift is not needed.,10-15,II. Seating protocol,1. At a formal dinner, there will be usually c

22、ards placed on the table. If it doesnt exist, wait to be seated by your host/hostess. 2. generally, when the event involves both men and women, they are seated alternating man and woman.,The place of honor?,3. The place of honor is to the right of host if the guest is a woman and to the right of the

23、 hostess if the guest is a man.,Host,Hostess,Woman 2,woman1,man4,woman6,man3,woman5,man1,man2,woman4,man6,woman3,man5,4. If the guests are business people of either sex from different companies. It is acceptable to alternate “host and guest”. That is to say each guest sit next to a host or the repre

24、sentatives of the host.,Door,A=company A B =company B,Host/A1,A4,B1,B2,A 2,A3,B3,B4,Section II Placing order,I At a restaurant At the restaurant , once you are settled in the seat, the first thing you usually order is _. When the waiter asks for your food order, keep three things in your mind: 1. or

25、der medium-priced menu. 2. know the food you are ordering. 3. order food that is relatively easy to eat.,drink （aperitif）,Appetizer,Soup,entree,Main course,Dessert,Drinks,II. Menu,starters （前菜） A. appetizers(头盘，开胃菜) The most commonly seen appetizers include: cold cuts,(冷盘) caviar(鱼子酱)，Foie gras （鹅肝酱

26、），vegetable salad , sausage etc. they are usually served in a little quantity.,B. soup C. entre/ side dish(副菜) Entre mainly includes： sea food ,fishes, shells together with eggs and bread. 2. Main course(主菜) A main course is the featured or primary dish in a meal and sometimes called meat course. Th

27、e main ingredient is usually : pork, beef, mutton, chicken , duck goose or fish.,3. Dessert Common desserts include cakes, cookies, pudding, fruits, pastries， ice cream etc. 4. Drink Usually coffee and tea Or brandy,Wines matching main course The advice on selecting a wine is to stick with white win

28、e for white meat and red wine for red meat. Tips if you have no idea of how to order the wine, ask the waiter or sb who knows it offer help.,Section III Facing a Dinner Gracefully,I. Napkins the napkin can be unfolded after you have ordered the meal. If you are a guest, wait for your host to make it

29、 move.,Where should a napkin be placed?,Remained folded in half and place it on your lap Tie it around your neck,II. Posture,1. your general posture should be a straight back. 2. your feet should be firmly placed on the floor. 3. dont cross the legs. 4. dont lean back on your chair and loop your arm

30、 around the chair. 5. dont shake your legs 6. avoid extending your legs under the chair.,III. Using eating utensils,1. knife ,fork and spoon Hold the folk with left hand and hold the knife with your right hand. Spoons are for coffee, tea, soup ice cream , soft dessert, but not for vegetables (salad

31、for example).,Remember: spoons stir tea or coffee, but dont drink with it. After you have stirred your beverage, place it on the serving plate beneath the cup.,2. Proper eating styles,A. American style In American style, one cuts the food by holding the knife in the right hand and the fork in the le

32、ft hand with the folk tines(叉齿)piercing the food to secure it on the plate. Cut a few bite-size pieces of food and lay the knife on the plate with the sharp edge facing in.,Change your folk from your left hand to your right hand to eat, folk tines facing up. B. European styles In European style, one

33、 cuts the food by holding the knife in the right hand and the fork in the left hand with the folk tines(叉齿)piercing the food to secure it on the plate. The difference is, your fork remains in your left hand, tines facing down, and the knife in your right hand, simply eat the cut pieces of food by pi

34、cking them up with your folk in your left hand.,Tips Cut the meat from left to right, with the folk tines coming close to the knife.,IV. When dinner is served 1. When to start? When the host/hostess picks up his/her folk, you may pick up yours and begin to eat. 2. Before the first course arrives Bef

35、ore the first course arrives, drinks and bread will soon arrive. Bread is often placed in a basket. If it is placed in front of you:,1). pick up the basket and offer it to the person to your left. 2). take a piece yourself 3). pass it to the one to your right. You place the bread and butter on your

36、butter plate, then break off a bite-sized piece of bread, spread a little butter on it, and eat it.,3. Beverage When wine is served, wait to sip the beverage until your mouth is empty and has been wiped with a napkin (especially important for a lady) .,If you are asked to pour the wine, fill the gla

37、ss only one-third to halfway. 4. if you take a break or leave the table during the meal 1. place the napkin on your chair, and push the chair back under the table. 2. rest the folk and knife on the plate.,5. Smoking at a table,A table without ashtrays indicates the hostess doesnt want her guest to s

38、moke. If ashtrays are provided, you should ask the host/hostess for permission. Wait until the dessert is finished. Never use dessert plate or saucer as an ashtray.,Chapter 4 Interview,I run a manufacturing company with about 350 employees, and I often do the interviewing and hiring myself. I like t

39、alking to potential salespeople, because theyre our link to customers.,Article1_S,When a recent college graduate came into my office not too long ago looking for a sales job, I asked him what he had done to prepare for the interview. He said hed read something about us somewhere.,Had he called anyon

40、e at Mackay Envelope Corporation to find out more about us? No. Had he called our suppliers? Our customers? No. Had he checked with his university to see if there were any graduates working at Mackay whom he could interview? Had he asked any friends to grill him in a mock interview? Did he go to the

41、 library to find newspaper clippings on us?,Article2_S,Did he write a letter beforehand to tell us about himself, what he was doing to prepare for the interview and why hed be right for the job? Was he planning to follow up the interview with another letter indicating his eagerness to join us? Would

42、 the letter be in our hands within 24 hours of the meeting, possibly even hand-delivered? The answer to every question was the same: no,Have you found any clue to interview etiquette? Share what you found with us,Section one Before the Interview,I. the Research 1. make your objective clear It is abo

43、ut what you can do, what you want to do, what you want to get from your job. 2. research of the companies,From newspapers, TV broadcasting, the internet and so on you can know about the companies you want to work at. Learn sth about their products, suppliers, customers, corporate culture etc.,II. Pa

44、per work,Application letter Resume Photocopies of your certificates,Class 9403 Business Administration Major Kunming Second Commercial School 34 Cui E.Rd.,Kunming 650020 June 28,2011,heading,Mr.Wen Qiming Manager of Marketing Department K slow down if you are required to repeat Cough or sneeze far a

45、way from the phone. After that , “Excuse me” could be used to apologize for the interruption of the conversation. Try to be polite and let the person on the other side feel you are smiling,Making calls,Call people at the best time Normally, we dont call people before _ or after _, unless we have eme

46、rgencies. For those who have the habit of taking a nap at midday, dont call them between 12 oclock to 1P.m.,8A.M.,10P.M.,Wrong number If the voice of the person who answer the phone is unfamiliar to you, you are suggested to say _or _. In stead of _or _. If you do get a wrong number, dont hang up wi

47、thout saying anything.,Is this XXX speaking (May I speak to,Is this 3299321,XXX),Who is speaking,What number is it,Answering calls,Promptness in answering You are suggested to answer the phone after it rings for three times. Attentiveness while answering the call Stop doing what you are doing no mat

48、ter how busy you are. It is impolite to carry on the conversation with someone nearby while the caller is talking.,While the caller is talking, use verbal response like: “yes, I understand”, “I see,” or “ of course”. Be sure to let him know you are listening. Taking message Three indispensable parts

49、 The callers name The callers phone number The content of the message,To _,Date _,Time _,message,From _,Company_,Telephone No._,Message_ Taken by _,How to deal with the message youve taken,1. if you are sure the person will be back soon, leave the message on his/her desk. 2. if youve taken the messa

50、ge for someone who is not coming back, call him and explain the situation to him.,Be interrupted on the phone,If you are disconnected Generally speaking, it is the responsibility of the caller to call back. If the caller doesnt do it in two minutes, then you call him.,If other people interrupt your

51、call You could stop the conversation at an appropriate moment and say, “will you excuse me for a minute? There is someone at the door.” then quickly make clear why the other person is here. Ask him to wait for a while, or tell the visitor you will see him later. And then continue the call, saying “s

52、orry to keep you waiting for so long”,A second call is coming Apologize to the first caller and ask him to hold on. Quickly explain to the other caller that you will be calling back (your responsibility is to the first caller, and never leave him hold the line for too long ). If the incoming call is

53、 extremely important, urgent or from overseas, explain to the first caller and set the time you will call back.,In a private office You are in sbs office and your conversation is interrupted by a call, should you stay or be seated? A. if he says “May I call back later?” you remain unmoved. B. if he

54、doesnt say so , take the initiative to say : “shall I go out?”,Who hangs up first? The caller The lady The customer the boss Be sure to put the receiver down gently.,Chapter 6 Visiting and Receiving,Section I office visiting and receiving,I . Visiting A. making appointment Your unexpected visit will

55、 bring trouble to the other people. If the person you are visiting is not available , your own time will be wasted.,You are suggested to make the appointment 1 week before your visit. Tips : Dont make the appointment just one day ahead of the visit, which makes people feel that you are arrogant. The

56、 day before your formal visit, you are supposed to make a phone call to confirm it. The appropriate visiting time is from 9 to 11 in the morning and 2 to 4:30 in the afternoon.,B. If you are kept waiting Dont make demands of the secretary or receptionist. Dont chat with the secretary or receptionist

57、. Dont complain to the secretary or receptionist. If you are kept waiting for more than 15 minutes, you may ask him/her how long you should wait politely. Dont stretch your neck to look around and peek into the door.,C. When to leave Some people make their time limitation clear up front The expressi

58、on in his eyes His body language His response to what you say,D. follow up 1. Return to your company, and report your visit to your supervisor. 2. If the visit is introduced by a third person, dont forget to tell him about your visit and express your gratefulness. 3. follow up your visit with a e-ma

59、il or phone call to your host to express your thanks for his reception and invite him to your company.,II. Receiving,A. Hosting Always stand up to greet and shake hands with your visitor. Allow your visitor to be seated before you are. Offer your visitor something to drink. Answer only emergency call and con