BusinessCounication商务社交礼仪英文版课件
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1、Chapter SixEtiquette in Business CommunicationIntroductionsMentionauthorityfiguresfirstandintroduceotherstothem.Introduceayoungerpersontoanolderperson.Alwaysstandup.Alwaysshakehands.IntroducelowerrankingpersontohigherIntroducelowerrankingpersontohigherrankingperson.Includeusefulinformationrankingper
2、son.IncludeusefulinformationFather Graham,may I introduce Libby Smith,our new assistant director of diversity.She recently earned her MA in Human Resources at Indiana University.Father Graham has served as President of Xavier University for the past 6 years.Recently,US News&World Report ranked Xavie
3、r as the 2nd best comprehensive university in the Midwest.InteractivemomentIngroupsof3-4,introduceeachmembersofthegrouptooneanother.RememberingnamesGetbusinesscardsfromeveryoneyoumeetandmakesnotesonitaboutwhenyoumet,whatyouhadincommon,anddetailsabouttheperson,includingnamesofchildren.Prefertheformal
4、totheinformal,especiallywitholderandhigherrankingpeopleAvoidsaying,“Imsorry,Ihaveforgottenyourname”Instead,say“Helpmeout,yournamewasonthetipofmytongueandImustbehavingaseniormoment.SpeakwithauthorityEvenwhenaskingquestions,haveyourvoiceendonwithadownwardinflection.Say“Whattimeisthemeeting?”oncewithvo
5、iceraisingattheendandonewithvoiceendingwithadownwardinflection.Writewithauthoritativelyandpositivelyandconcisely,pp.4-1ffinworkbookAuthoritativelanguagePositivelanguageConciselanguageBusiness CommunicationTelephonecallsNotesofAppreciationPhoneCallsandVoiceMailBeepers,CellularPhones,andPortablesTelep
6、hone EtiquetteIdentifyyourselfandyourcompany.Askthepersonifheorshehastimetotalk.Makecallsduringnormalbusinesshours.Returncallsthesameday.Neverputsomeoneonholdwithoutaskingpermission.DontdootherworkwhileonthephoneBecourteousofotherswhenscreeningcalls.General Dos and DontsOutlinepointsyouwanttomakepri
7、ortoplacingacall.Ifyourpartyisnotthere,leaveabriefmessageandrequestatelephoneappointment.Ifyourpartyanswers,identifyyourself,sticktoyouroutlineandthankthepersonattheendofthecall.ConferencecallsPrepareBerespectfulBeinclusiveKeepmovingGetcommitmentsVoice MailIdentifyyourselfandyourreturnnumberimmediat
8、ely.Bebriefandtothepoint.Whatyouwant,whyitisofmutualinterest,details,next steps.Leavereturnnumberagain.Recordyourownconciseoutgoingmessage.MakesureyousoundupbeatandoptimisticYourvoice-mailrecordingStartwithanupbeatgreetingIndicatehowthecallercangetaresponseCloseonapositivenote(Makeitagreatday!)Donot
9、haveacutemessagebackgroundmusicalongintroductorycommentbeforethebeepInteractionWhatarethedifferencesinimpressionsyoumakewhenyouuseeachofthefollowingmedia:voicemailmessagee-mailmessagebusinesslettertelephonecalllimpactoflnormalcalllspeakingfromortoaspeakerphonelcallwaitinginterruptionsBeepers,Cellula
10、r Phones,and PortablesLimittheuse.Putonvibrateorsilent.Notes of AppreciationThankYouLetterofCommendationMemosofRecognitionIcebreakersWhenvisitinganoffice,payattentiontohowtheofficeisdecorated.Lookforcluesthatwillallowyoutocomplimenttheotherpersononsomethingnon-controversialAvoidpolitics,religion,how
11、muchyouearn,ornegativecommunicationsuchascommentsaboutacompanyorpeopleInteractivemomentInsmallgroups,identifysomethinginyourofficedcorthatperceptivevisitorscouldidentifythatwouldallowthemtocomplimentyouorstartaconversationaboutatopicthatstirsfeelingsofpridewithinyou.MeetingEtiquetteBeforethemeetingS
12、tartingthemeetingAfterthemeetingEtiquette at Business Meetings:Before the MeetingArriveearlytomakesuremeetingroomissetupcorrectly.Putagendasinplace.Providefordrinksandalightsnack.Standnearthedoortothankeachpersonwhoarrives.Askwhatissuesareofparticularinteresttothem.Introducenewmemberstoexistingmembe
13、rsEtiquette at Business Meetings:Starting the MeetingAsknewmembersofgrouptointroducethemselves.Askhistoricalmemberstogivetheirnamesandpositions.Previewtheagendaandsetatimelimitforeachitem,includingtimeattheendofthemeetingtocomebacktoissues.Etiquette at Business Meetings:During the MeetingAsknon-cont
14、ributingmembersiftheydliketoaddtheirperspectives.Note:Interestingly,research shows talkative members welcome the comments of othersand shy members value inclusion in the conversation.Etiquette at Business Meetings:Ending the MeetingSummarizeagreeduponactions,responsibilitiesandtiming,laterwrittenasm
15、inutesanddistributedtorelevantparties.Thankgroupandguestsfortheirtimeandcontributions.ContentslGreeting Etiquette and Seeing Off Etiquette lBusiness Meeting EtiquettelDinner Party Etiquette and Dress EtiquettelEtiquette of Signing AgreementDinner Party Etiquette and Dress EtiquettelDinnerPartyEtique
16、ttelDressEtiquetteDinner Party EtiquettelOn invitationlBeing timeconscious lOn arrivallSeating lReady to eatlCommunicationlToastlTaking off coatlAt tableAt Table1.Maintainanaturalsittingpostureandkeepproperdistancebetweenyourbodyandthetable.2.Trytokeepthetablecleanwhileeating.3.Placeyournapkinonyour
17、lap;donotusenapkintocleanyourfaceortakefoodfromyourmouth.4.Whencuttingmeat,holdtheknifeinyourrighthandandtheforkinyourlefthand,avoidmakingnoise.5.Cutthemeatonepieceatatimeandeatitwiththefork.6.Puttheknifeandforkintheplatewhenyoufinishacourse.7.Donotuseaspoontoeat;itisforsouponly.8.Besuretosampleallt
18、hefoodservedtoyou.Finishthefoodinyourplate.9.Donottalkwhenyouhavefoodinthemouth.10.Avoidtalkingtoyourneighborwhenheorshehasfoodinthemouth.Food and Drink TabooslMuslims:donotdrinkalcohol,noteatporkproducts,avoidshellfish.lHindus:avoidbeefandpork,strictvegetarianslBuddhists:strictvegetariansvKnowingth
19、efundamentalelementoflocalbusinessprotocolshowsyouareaseriousandcommittedpotentialpartner.EtiquetteinDifferentCountrieslBrazillArgentinalIndonesialJapanlMiddaythenormaltimeforthemainmeal.Alightmealiscommonatnight,unlessentertainingformally.lInBrazil,restaurantentertainmentprevailsversusathome.lIfent
20、ertainedinthehome,itispolitetosendflowerstothehostessthenextday,withathank-younote.lPurpleflowersareextensivelyusedatfunerals,sobecautiouswhengivingsomeonepurpleflowers.VioletsareOKtogive.lTippingistypically10%inBrazil.BrazilArgentinalBusinessdinnersarepopularandareusuallyheldinrestaurants.lTenderbe
21、efandredwinearevirtualnationalsymbols.Americanbeefandredwinecomparepoorlytotheirs.lLongmealsandconversationisthenorm.CrossingtheknifeandforksignalIamfinished.Whendining,keepyourhandsonthetable,notinyourlap.Indonesia印度尼西亚lLeavingfoodonyourplatesignifiesyouareimpolite,soeatallthefoodyouareserved.lOnly
22、useyourrighthandforeating,whentouchingsomeone,orhandlingmoney/papers.lTalkingisimpolitewhileeatingdinner.lConversationisreservedforbeforeorafterthemeal.JapanlThewordfortoastingiskampai,pronouncedkahm-pie.Whentoasting,theglassisneverleftunfilled.DrinkingisanimportantpartofJapaneseculture.Itisawaytore
23、lievebusinessstress.lNeverpouradrinkyourself;alwaysallowsomeoneelsetodoitforyou.lMostbusinessentertainingisdoneinrestaurantsorbarsafterbusinesshours.Ofteninkaraokeorhostessbars.Businesswomenshouldnotattendhostessbars.“lLetthehostorderthemealandpay.Businessmaybediscussedatdinnerduringtheseevents.lJap
24、aneserarelyentertaininthehome.IfyouareinvitedtothehomeofyourJapanesehost,consideritagreathonoranddisplayatremendousamountofappreciation.lItisperfectlyacceptabletoslurpyournoodles.Doingsowillexhibityourenjoymentofyourfood.Todootherwise,indicatesthatyourmealwasnotapleasantone.lThenumber14isbadluck,bec
25、auseinJapaneseitsoundslikethewordfordeath.lTippingisnotexpected.Dress EtiquettelFormal Business DresslBusiness CasuallCasuallDress codes in different countriesFormal Business DresslBoth Men and WomenShouldalwayswearasuit.Considerdarknavyandgray.lWomenShouldavoidwearingseveralpiecesofjewelryMakesures
26、kirtsareatleastkneelength.Womenshouldalwayswearhose,andshoeswithheels.Business CasuallMen:ShouldavoidKhakipantsand“loudprint”shirts.lWomen:Shouldconsiderwearingbusinessskirtswithappropriateblouses,suchassilks,polyester,orrayonwithattractiveprints.CasuallMenlWomenDressCodelLatinAmericafocusonstyleand
27、qualityofapparelandaccessories.lMiddleEastjudgeoneonqualityandpriceofonesbriefcase,watch,penandjewelry.lGermansfeelcomfortablewithmenwhoseshoesarebrightlypolished.lAmericanspayattentiontotheconditionofonesteeth.lInMuslimcountries,femalevisitorsshoulddresssoastoshowlittlebareskin.DressCodesinDifferen
28、tCountrieslIndonesialJapanlGreatBritainlFrancelEgyptIndonesialWomenshouldwearlong-sleeveblousesandskirtsthatcovertheknee.lWomenmeetinginamoreformalofficeshouldwearasuitwithhosiery.lWomenarelimitedtoclothingcolorsthataremutedordark.Leavebrightlycoloredclothingathome.lWomenmustalwayscovertheirupperarm
29、swhenwearingacasualblouse.JapanlThosewhodressaccordingtotheirstatusorpositionimpresstheJapanese.Dresstoimpress.lCasualdressisneverappropriateinabusinesssetting.lShoesshouldbeeasytoremove,asyouwilldosooften.Slip-onsarethebestchoice.lWomensdressshouldbeconservative.Littleemphasisshouldbeplacedonaccess
30、ories.Theyshouldbeminimal.lWomenshouldnotwearpantsinabusinesssituation.Japanesementendtofinditoffensive.lWomenshouldonlywearlow-heeledshoestoavoidtoweringovermen.lAkimonoshouldbewrappedleftoverrighttodootherwisesymbolizesdeath.GreatBritainlDarksuits,usuallyblack,blue,orgray,arequiteacceptable.lMenss
31、hirtsshouldnothavepockets;iftheydo,thepocketsshouldalwaysbekeptempty.Additionally,menshouldwearsolidorpatternedties,whileavoidingstripedties.lMenwearlacedshoes,notloafers.lBusinesswomenarenotaslimitedtocolorsandstylesasmenare,thoughitisstillimportanttomaintainaconservativeimage.FrancelTheFrenchareve
32、ryconscientiousoftheirappearance.lPatternedfabricsanddarkcolorsaremostacceptable,butavoidbrightcolors.lWomenshouldalsodressconservatively.Avoidingbrightorgaudycolorsisrecommended.EgyptlForeignersareexpectedtoabidebylocalstandardsofmodestyhowever,donotadoptnativeclothing.Traditionalclothesonforeigner
33、smaybeoffensive.lMenshouldwearlongpantsandashirt,preferablylong-sleeved,buttoneduptothecollar.Menshouldalsoavoidwearingvisiblejewelry,particularlyaroundtheneck.lWomenshouldalwayswearmodestclothinginpublic.Etiquette of Signing AgreementlSigning ceremony occasions lPreparation of signing ceremonylProc
34、edure of signing ceremonylBusiness gifts SigningCeremonyOccasions1.Twoormorenationsreachanagreement;2.Duringhisvisit,theleaderofanationandtheheadofthehostcountryagreeuponcertaintopicsandtheydecidetoissuejointcommuniquorjointstatement;3.Localbusiness,economicentities,manufacturers,culturalexchangeorg
35、anizations,importandexportcompaniesandthelikereachanagreement.Preparation of Signing Ceremonyl1.Determinethesigner.l2.Documentationpreparation.l3.Thearrangementofthesigninghall.Procedure of Signing Ceremony1.Participantsfrombothpartiesenterthesigninghallatthesametime.2.Thesignerstaketheirseatandothe
36、rsstandbehindtheirsigner.3.Thesignerssigntheirowncopyfirst.Thesignersassistantofeachsidestandsbyhis/hersigner,turningthepagesofthedocumentforhimandpointingatthespaceforhimtosign.4.Theassistantsofbothsidespassonthesignedcopytothesigneroftheotherpartyforsignature.5.Aftersigningit,thesignersexchangethesignedcopyandshakehands.6.Champagneisservedtocelebratethesigningoftheagreement.
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