Business Etiquette 商务礼仪英语(双语课件).ppt

1、Business Etiquette,外语学院:涂慧娟制作,Introductions,Introductions of the teacher Introductions of the rules Introductions of teaching methods Introductions of scoring method Introductions about this book Basic Knowledge of business etiquette,Contents: English for Business Etiquette,Contents: English For Bus

2、iness Etiquette,Etiquette for Business Greeting Etiquette in Business Talks Etiquette for Business Calls Etiquette for Business Visiting Reception Etiquette Etiquette in Business Negotiating Etiquette for Business Dinner Etiquette for Business Dressing Etiquette for Sending Business Gifts Etiquette

3、in Business Activities,References (与本课件有关的参考书目),杨文慧,周瑞琪 商务礼仪英语 广州: 中山大学出版社: 2003年 德 阿道夫弗莱尔，冯克尼格著 曹晓寒,刘昭霞译 克尼格礼仪大全 北京: 中国商业出版社 2004年 杜保良主编 英语社交高手 北京: 外文出版社: 2003年 Nora Toots, Tiiu Loog 原著 冀群姐编译 涉外秘书英语 北京: 外语教学与研究出版社: 2002年,Introduction of the teacher,Nancy Tu 涂慧娟 Major in Foreign Trade English 2 year

4、s in Taiwanese invested computer company as an international buyer 10 years in this university, teaching business English, Business Etiquette, International Trade Practice, and so on.,Our rules for classroom study,Ill call the roll from time to time. Dont be late to my class! If you cant attend, you

5、 can ask for leave IN ADVANCE. You need to write a notice in English and hand in before hand. Three absences mean that youll fail the course automatically. Being late for three times equals to one absence.,Introduction of teaching method,All dialogues in every chapter will be role played by students

6、. Demonstrate and discuss special business etiquette in some aspects. Put in additional knowledge. Quiz: test yourself. Homework: review key points and difficult points. Real life practice: how to tie,Introductions of daily performance scoring (30 30%),Attendance 10 10% Classroom role play 5 5% Home

7、work and test 5 5% Real life Practice 10 10%,Note: The final written test will take 70 points of the total mark.,Introductions about this book,Yang Wenhui, Zhou Ruiqi. English For Business Etiquette, Guangzhou: Zhong Shan University Press, 2003 There are all together 14 chapters.,Important Chapters,

8、Etiquette for Business Greeting Etiquette in Business Talks Etiquette for Business Calls Etiquette for Business Visiting Reception Etiquette Etiquette in Business Negotiating Etiquette for Business Dinner Etiquette for Business Dressing Etiquette for Sending Business Gifts Etiquette in Business Acti

9、vities,Chapter 1 Etiquette for Business Greeting,Dialogues: Role play P2P17 Greeting, Introduction and treating other people with _ and _; and making them feel _ with you.,rules,civilized,manner,courtesy,respect,comfortable,Etiquette includes:,Public Etiquette Communication Etiquette Business Etique

10、tte (Western),Proper postures (礼仪培训视频）,Watch a video and learn something about basic etiquette.,Test Yourself,Make judgement about the following statements. Write True or False in the bracket. (50) If youre introduced to another guest, you should extend your hand first. ( ) In order to introduce ano

11、ther person, you can point at him with your finger. ( ) If you are the host, you should introduce Mary to Bob. ( ) In order to show that you are a gentleman, you should extend your hand to a lady first. ( ) Dont keep others name card in your pocket, especially your back pocket. ( ),T,F,F,F,F,When yo

12、u exchange your name card, you should make the name card face you in order to see it clearly. ( ) You should only keep the name card in a card case or a card file. ( ) In order to show your respect, you should give your name card with both hands. ( ) During the meeting, if you have some urgent cases

13、 to deal with, you can leave suddenly. ( ) If you visit a foreign friend, you can not be late. So it would be better you come as early as possible. ( ),F,T,T,F,F,Choose the best answer for the following questions. (50) If you dont have a name card, you should say _. Ours is a small company and we ha

14、vent got a card to give you. Sorry, Ive just used up my visiting cards. As Im only a small potato in our company, I havent got any card of my own. Sorry, I dont have any cards.,B,If you are meeting with a new customer, you usually start with some small talks. You can choose all the following except

15、_. Its so hot today, isnt it? What do you think of the weather here? Do you like this city? How much do you earn a year?,D,If you are asked a silly question, you should say _. What a silly question! Why do you want to know? Thats really a good question. Nonsense. You must apologize if you are late f

16、or more than _ minutes. A. 5 B. 10 C. 30 D. 60,C,A,Usually, visits should be arranged around _. A. 10 a.m. or 4 p.m. B. 8 a.m. or 6 p.m. C. 9 a.m. or 5 p.m. D. 6 a.m. or 7 p.m.,A,Basic Rules: SOFTEN,S - Smile O - Open posture F - Forward lean T - Touch E - Eye contact N - Nod/ Natural,Body Language,

17、How to make eye contact?,Stare at the person to show your great interest. Try to exchange feeling with your eyes. Be natural. Dont glare at the person. Dont be stiff.,How to make eye contact?,10 cm,10 cm,5 cm,About eye contact,Listen to the following conversation and fill in the blanks. We send _ me

18、ssages with our arms, our legs, our _, our _ and most often with our _. For the deer facing the headlights of an oncoming car, its expression is one of _, but not _. Learning to control the message that your _ send is the key to _ communication.,proper distance,nonverbal,posture,gestures,eyes,lookin

19、g,seeing,eyes,courteous,What is the proper distance of a conversation?,personal distance: less than 0.5 meter, for family members communication distance (regular distance): 0.5m 1.5m, for most people respect distance: 1.5m3m, for superior, elderly people, those who you respect public distance: more

20、than 3.5 meters, for stranger in public,How to leave a good impression by properly dressing?,Listen to the following conversation and fill in the blanks. You never get a _ _ to make a first impression. Hair should be well _; face well _; ties properly _； pants should not _ the floor; shoes should be

21、 _. And no _ socks, please.,second,chance,maintained,shaved,tied,drag,polished,white,Clothing,保持个人卫生、身体健康 表情礼仪：微笑和眼神 姿态： （站、坐、走）男性站立时忌两手插腰或双手交叉在胸前，这有居傲无礼之意。女性站时忌两脚过度分开。 手势：忌当众挖鼻孔，修指甲，抓痒等。 服饰礼仪：整洁，个性，和谐,Clothing Principles,Clothing Principles (TOP),T: time O: Occasion P: Place evening dress outing ca

22、sual clothes office business suits banquet,ornament,Ornaments,For woman: shoes stocking handbag jewelry : ring, necklace, ear-ring, bracelet, brooch, etc. For man: ring necklace briefcase or portfolio glasses,Instructions for womens wardrobe,at least one suit of basic color: dark blue, black or gray

23、. traditional garment, skirt and trousers of basic color. daytime suits of single color. ornament of personal style: earring, necklace, scarves, brooch, etc. long-sleeved shirts of good quality black leather shoes fashionable coat one for summer no brown suits or shoes a warm coat do use a belt and

24、make sure the tip of your tie can touch your belt several white shirts of good quality black leather shoes give a slight _ with your fingers; two quick _ and let go.,web,extend,web,thumb,squeeze,pumps,A firm handshake,Who should extend hand first?,the younger or the elder? the elder a lady or a gent

25、leman? the lady an inferior or a superior? the superior the host or the guest? the host (when the guest comes) the guest (when the guest leaves),How to shake hands?,upward or downward? upward: youre warm, equal, friendly. downward: youre superior and eager to control others. gently or firmly? gently

26、: youre weak and distant. firmly: youre warm but may be too aggressive or offensive.,How to shake hands warmly?,Hold the other persons hand with your both hands? Yes, you can. It means youre very warm and sincere and the person youre holding hands with is your close friend. You can even pat his shou

27、lder with your left hand and hold his or her hand with your right hand.,Shake-hands Questions:,How should a man shake a womans hand? He should only touch her fingers softly. Can I shake hands with a person while sitting? No. You must stand up to shake hands. But if youre a lady, you can sometimes ex

28、tend your hand to a man while sitting.,Shake-hands Tips:,A man should take off his gloves or hats and then shake hands. A lady can shake hands while wearing gloves and hats. An armyman wearing his service cap should first salute and then shake hands. Dont shake hands across the others. It will cause

29、 bad luck.,How to introduce a person?,Who should be introduced to whom? a lady and a gentleman? The gentleman should be introduced to the lady. the younger and the elder? The younger should be introduced to the elder. the inferior and the superior? The inferior should be introduced to the superior.

30、the guest and the host? The guest should be introduced to the host.,introductions,May I introduce Mr. Cohen? Tom, this is Jeff. Id like introduce you to Im very glad to have the opportunity to meet you. Its a great pleasure to have the honor of making your acquaintance. Ive heard so much about you.

31、Im Peter Johnson, may I know your name?,How to introduce yourself in a social/networking activity?,Listen to the following conversation and fill in the blanks. _ in business is _ with other people who might be of help to you or whom you might be able to help. Find the _ people, start with a _, give

32、your _, and say something about _. Dont wait for other people to _ you.,Networking,connecting,approachable,greeting,name,yourself,introduce,Exchanging name cards,How to give your name cards? You smile and walk to the other person and extend your name cards with both hands. Turn your name card upside

33、 down so that the other person can read your name.,名片的交换要领：面带微笑，走到使对方容易接到的距离，双手递给对方。注意要将名片倒过来，把自己的名字向着对方。,How to receive name cards?,Say “thank you”. Read through the name card first. If youre not sure about the pronunciation of the name, just ask him or her. Put the name card in the card file or a

34、card case. Dont play with the name card. Dont put the name card in your pocket, especially back in your trousers pocket.,How to chat? (taboo),The following six topics are not supposed to be asked. politics and religion income age family members health personal experience,How to chat? good topics,As

35、a social expert, the following topics are very good to start a chat. weather beautiful country food sports,How to end a meeting?,Dont leave suddenly. look at watch say goodbye and give reasons stand up say thanks shake hands and say thanks again leave (the guest will send off at the doorway),How to

36、make compliments?,general compliments make compliments accordingly to young men to middle-age men to women Activity: sincere compliments the best smoother for Personal Relations,compliments,You should be proud of yourself. Your painting shows a great deal of talent. I appreciate your self-confidence

37、. Youve done a marvelous job. Its one of the nicest cars Ive ever seen. Well done! / Beautiful job! / Its terrific! What a lovely garden you have.,response,Responses to compliments,Thank you. Its nice of you to say so. Im glad you like it. Thanks for saying so. Thank you, but it really isnt anything

38、 special. Thank you. Yours is even nicer. I feel flattered.,make compliments according to different groups of people,According to statistics ,the most welcome compliment items are the following. To Young men: personality ability hard-work appearance judgment career sincerity girlfriend,to middle-age

39、 men,the way they become success result of their work ability social status career bearing family credibility,to women,appearance ability husband and children taste young career kindness wisdom,Activity: make compliments,Every student writes a note of compliment to a imagined person with his/her sig

40、nature. Teacher collects the notes and gives them randomly to a student. The writer looks into the receivers eyes and reads the compliments to him/her sincerely.,sample,sample,Dear XXX, You have the most beautiful eyes Ive ever seen. Nancy,Dear XXX, Your spoken English is amazing! How I admire you!

41、Nancy,How to make apologies?,Pardon. / I beg your pardon. Im so sorry about the delay. Excuse me, but would you show me your ticket? Sorry to have kept you waiting. Im sorry, but Im busy now. It was very stupid of me. It was my fault. I didnt mean that at all.,response,How to offer forgiveness?,That

42、s all right. / Never mind. I quite understand. Please dont worry. Id have done just the same in your place. These things often happen; dont give it another thought. It doesnt matter; dont let it upset you.,Apologies in Business,Apologies in business area,Listen to the following conversation about ap

43、ologies and fill in the blanks. A small gift as a _ of your _. So remember: when you make _, the best thing is to _ immediately. When a _ apology is not enough, write a note and give a small gift.,sign,sincerity,mistakes,apologize,verbal,How to say thanks?,I really dont know how to thank you enough.

44、 Im very much obliged to you. Im most grateful to you for your kindness. Id like to express my gratitude to you. I really appreciate your efforts. It was very nice of you to do me this favor.,response,Answers to thanks,Im very glad to have been of help to you. Its really nothing at all. No trouble a

45、t all. Dont mention it. Thats all right. Youre welcome. My pleasure. Not at all. / thank you.,How to congratulate?,Well done. Congratulations on your success in the exam. Please accept my hearty congratulations. Let me congratulate you on your new appointment. Its really great to know that youve won

46、 the first prize!,Protocols for business phone calls,Listen to the following conversation and fill in the blanks. Its simple: always _ yourself when you call someone; _ _ when someone is on the phone; be _ that business phone calls should be _ and are different from private calls.,identify,step,away

47、,formal,aware,How to make business calls?,Prepare for the call: ( be attentive, energetic, memo, phone number, documents, paper, pen, etc. Check the time zone.,Choose the best time to make a business call. If youre calling at business time, try not to make it just after starting work or before lunch

48、 time. If youre calling to a home, dont make it early in the morning or late at night. You can make it during lunch time or dinner time or in the evening. Dial: 0 - country code distance code phone number ( U.S.: 1, Canada: 1, Japan: 81, Korea: 82, UK: 44, China: 86),“Hello, is that ABC company?” “T

49、his is XXX from XXX.” “May I speak to XXX?” When you hear “wait a moment, please.”, you should say “thank you.” and wait. You can not leave it for something else. When you hear “ He is not in.”, you can not just hang it up. You can say as follows: “Oh, thanks. Then Ill call him later.” “Oh, could I

50、leave a message.” “Oh, would you please ask him to call me back? Thanks,If you have dialed the wrong number, you should not ask, “ whats your number? whos that?” You should say: “ Is that XXXXXX?” and “ Oh, sorry. I must have dialed the wrong number.” Your voice should be natural, pleasant, not too

51、loud or too low. Keep away from artificial manners. Smile while speaking.,How to receive business calls?,Pick up the call after it rings for the second time. If you pick it up after it rings for over four times, you should apologize. “Hello, this is ABC company.” or “Good morning, this is XXX compan

52、y.” Introduce yourself, “ This is XXX.” “Can I help you?”,Listen attentively. Say “ yeah, hmn, right, ok” from time to time. If its not for you, you should say, “ wait a moment.” If you can not find the person, you should say, “ Do you want to leave a message?” How to leave a message. Who should han

53、g up first?,While youre receiving the call, you can not leave for over 30 seconds. Please wait a moment. I have to answer a call. (Please go ahead. No problem.) Hello, This is Denis. Im busy at the moment. May I return your call in 10 minutes? Dog eats bone,words most are strict vegetarians. Buddhis

54、ts are often strict vegetarians, but many Thailand Buddhists enjoy beef as long as someone else has done the slaughtering for them. Italians only drink cappuccino in the morning before 10 am.,Negotiating Style: American style,The American style is very direct and they try to demand the same from cou

55、nterparts. Generally, Americans openly disagree and use aggressive persuasive tactics, such as threats and warnings. Americans tend to make concessions throughout the negotiations, settling one issue, then proceeding to the next. They are used to cutting deals just to save time. Americans make decis

56、ions based upon the bottom line and on cold, hard facts. They do not play favorites. Economics and performance count, not people.,German Style: German negotiators are known for very thorough preparation. During the negotiation, he will put the issue and bids clearly, firmly and assertively. The patt

57、erns of negotiating are: thorough, systematic, highly prepared, low in flexibility and compromise.,Negotiating Style: German style,French negotiators are reputed to have three main characteristics in international dealings: a great deal of firmness, an insistence on using French as the language for

58、negotiation, and a preference to make an outline agreement, then an agreement in principle, then headings of agreement, repeatedly covering the whole breadth of a deal.,Negotiating Style: French style,More,The French love to argue. All contacts must be completely in French. Do not make intense criticism and avoid raising ones voice. Drinking wine will be part of the negotiation process. Negotiators may find themselves at two-hour lunches.,Negotiating style: British style,Arrange appointmen