中英文服务礼仪修练.ppt

1、SHICC,酒店礼仪,Hotel Etiqutte Training,SHICC,Content 目 录,The basic connotation of etiquette 礼仪基本内涵 Hotel etiquette training 酒店礼仪,SHICC,The origin of etiquette 礼仪的来源,法庭上的通行证 Court pass 人际交往通行证 Human communicated pass “握手礼”的起源 The origin of the behavior of handshake,SHICC,The connotation of etiquette礼仪的内涵

2、,西方 Occidental,SHICC,The connotation of etiquette礼仪的内涵,东方 Oriental,SHICC,C,Coming into the formal word of successful person走进成功者的礼仪世界,人生的起点 人生的终点,Vigorous Common Lugubrious A代表轰轰烈烈 B代表平平凡凡 C代表凄凄惨惨,A,B,The starting point of life The end point of life,SHICC,Coming into the formal word of successful pe

3、rson走进成功者的礼仪世界,罗斯福总统与爱丽诺夫人,SHICC,Coming into the formal word of successful person走进成功者的礼仪世界,SHICC,The connotation of etiquette 礼仪的内涵,The connotation of protocol is the rules and statutes which are formed in the social community，the rules and orders which are bound by people together，and it is used t

4、o bind people, s desire, so as to achieve the goal of harmony of human communication. 约定俗成,共同遵守的行为准则道德规范秩序； 约束人类欲望，实现人际关系的和谐 Manners EtiquetteAppearanceCeremony 具体表现：礼貌、礼节、仪表、仪式 律己敬人,SHICC,Etiquette is comprehensive reflection of personal quality礼仪是个人素养的综合体现,Appropriate clothing 得体的衣着 Refinement of

5、manners 文雅的举止 Appropriate greeting 恰当的问候 Refined and courteous behavior 彬彬有礼的行为 Etiquette is a mirror that can reflect yourself -Goethe “礼仪是反映自己的镜子” 歌德,SHICC,Etiquette is comprehensive reflection of personal quality礼仪是个人素养的综合体现,SHICC,Etiquette is comprehensive reflection of personal quality礼仪是个人素养的综

6、合体现,SHICC,The far from etiquette, the far from success 离礼仪有多远，离成功就有多远,Kennedy肯尼迪 49.9:49.6 尼克松 Nixon The slight differences of vote in the history of USA president election,SHICC,The principle of etiquette礼仪的原则,The principle of equality 平等 The principle of good faith 诚实 The principle of tolerance 宽容

7、 The principle of self-discipline 自律,SHICC,The principle of etiquette礼仪的原则,SHICC,The principle of etiquette礼仪的原则,萧伯纳,SHICC,The principle of etiquette礼仪的原则,SHICC,The principle of etiquette礼仪的原则,SHICC,The principle of etiquette礼仪的原则,SHICC,The effect of etiquette礼仪的作用,The country which pay more attenti

8、on on etiquette will be prosperous and strong 国尚礼则国昌 The family which pay more attention on etiquette will be larger 家尚礼则家大 The body which pay more attention on etiquette will be correctitude 身尚礼则身正 The heart which pay more attention on etiquette will be calm 心尚礼则心泰,SHICC,The country of etiquette 礼仪

9、之邦,No watching without proper etiquette 非礼勿视 No listening without proper etiquette 非礼勿听 No speaking without proper etiquette 非礼勿言 No touching without proper etiquette 非礼勿动,SHICC,看 Looking,听 Listening,笑 Smiling,说 Speaking,形 Behaving,Five items of hotel training酒店礼仪五项修炼,SHICC,Etiquette of watching“看”的

10、礼仪,Three areas Four distances 三个区域 : 四个距离: Close distances 亲密距离 Social communicated distances 社交距离 Business distances 公务距离 Public distances 公众距离,Business areas 公务区域 Social communicated areas 社交区域 Close areas 亲密区域,SHICC,Etiquette of listening “听”的礼仪,深层次的听,deeply levels of listening,SHICC,Etiquette of

11、 smiling“笑”的礼仪,SHICC,Smile training,Don,t pronounce and grin but move your corners of mouth upwards 1、不发音、嘴角向上微提 Pronouncing “Yi” 2、念“一” Mouth eyes expression should be coordinated 3、口、眼、神协调 Smile、Language 4、微笑+语言 Smile、Behaving Appearance with posture 5、微笑+仪表、体态,SHICC,Etiquette of smiling“笑”的礼仪,SHI

12、CC,Whose smile is the most beautiful 看看谁的微笑最美？,Interactive smile互动微笑,SHICC,Etiquette of speaking “说”的礼仪,Good words make people feel warm even in the coldest day “良言一句三冬暧” Abuse words make people feel cold even in the hottest day “恶语伤人六月寒”,SHICC,Etiquette of speaking“说”的礼仪,拿破仑 约瑟芬,SHICC,Etiquette of

13、speaking“说”的礼仪,上海希尔顿酒店,屋顶花园餐厅,SHICC,Etiquette of hotel behaving 酒店“形”的礼仪,The principle of TPO 着装原则 Appearance 仪表 Looks 仪容 Manner 仪态 (无声有声),SHICC,No Touching Without Proper Etiquette非礼勿行(无声有声),SHICC,内化于心的12种品德,忠诚衷心者不遭解雇 敬业每天比上司多做一些 自动自发不要事事等人交代 负责绝对没有借口，保证完成任务 注重效率算算你的使用成本 结果导向咬定功劳，不看苦劳,SHICC,内化于心的12种品德,善于沟通当面开口，当场解决 合作团队提前，自我退后 积极