商務(wù)禮儀實(shí)務(wù)英語Module 1 Project1. Image Management 形象管理

商務(wù)禮儀實(shí)務(wù)英語

practiceofbusinessetiquetteinenglish對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)出版社全國高等院?；诠ぷ鬟^程的校企合作系列教材課程導(dǎo)入(理解禮儀及其重要性)孔子云：“不知禮，無以立”意思是說，你如果不懂禮貌和禮節(jié)，就難以在社會(huì)交往中立足。禮儀的含義在中文里，最早的“禮”和“儀”是分開的?！岸Y”的三層意思：

1）政治制度

2）禮貌、禮節(jié)

3）禮物“儀”也同樣有三層意思：

1）容貌和外表

2）儀式和禮節(jié)

3）準(zhǔn)則和法度應(yīng)該說，中國古代的“禮儀”從本質(zhì)上更偏重于政治體制上的道德教化。西方“禮儀”一詞始于法語”etiguette”，原意是”法庭上的通行證“。后來慢慢演變成“人際交往的通行證”。課程導(dǎo)入縱觀中外對(duì)“禮儀”的理解，歸納出以下意思：

1）是一種行為規(guī)范或行為模式

2）是大家共同遵守的

3）有它存在的合理性（保證社會(huì)秩序）課程導(dǎo)入模塊1綜合素養(yǎng)

了解形象管理和情緒管理的內(nèi)容，學(xué)習(xí)儀容、儀表和儀態(tài)禮儀以及如何有效進(jìn)行情緒管理。project1.imagemanagement形象管理thewayyoulookdirectlyaffects,thewayyouthink,thewayyoufeel,thewayyouspeak,thewayyouactorbehave,andthenthewayothersreactorrespondtoyou–judithrasbandtaskthreemannersetiquettetasktwoappearanceetiquettetaskonegroomingetiquetteＣＯＮＴＥＮＴＳi.leadinactivity1:discussthefollowingquestionswithyourpartner.1.whatdoesapersonalimageconstitute?2.doesyourimagehavethedesiredinfluenceonpeople?商務(wù)人員形象何為形象？外界對(duì)我們的印象和評(píng)價(jià)形象的兩點(diǎn)重要性1、角色定位2、初次亮相、第一印象（首輪效應(yīng)）第一印象可以先聲奪人造就心理優(yōu)勢(shì)“首因效應(yīng)”人與人見面的最初印象取決于最初的7秒-2分鐘32%的口語68%的態(tài)勢(shì)語

形象就是宣傳形象就是效益形象就是服務(wù)形象就是生命形象重于一切1、首因效應(yīng)強(qiáng)調(diào)初次打交道時(shí)第一印象非常重要。2、近因效應(yīng)強(qiáng)調(diào)在交往中人們更關(guān)注交往對(duì)象最近一次的表現(xiàn)。3、定型效應(yīng)簡(jiǎn)而言之，人們業(yè)已成型的某一印象很難改變了。ii.reading:readthefollowingpassagesandhaveagroupdiscussion.whatisimagemanagement?whatimagemanagementisnot?whydoesimagematter?imagemanagementistheongoing,pro-activeprocessofevaluatingandcontrollingtheimpactofyourappearanceonyou,onothers,andtheachievementofyourgoals.imagemanagementisnotpersonalitydevelopment,whichfocusesonlyontheself,anditisnotmakeoverorgroomingwhichfocusontheoutside.peoplerecognizethattherightimagemakespeopleattributeconfidence,superiorabilityandotherpositiveelementstothem.1.whatisimagemanagement?2.whyisimagemanagementimportant?

activity2:g-active

adj.

intendingorintendedtoproduceagoodresultoravoidaproblem,ratherthanwaitinguntilthereisaproblem積極的frameworkn.

astructurearoundoroverwhichsomethingisbuilt框架；結(jié)構(gòu)groomv.tomakeyourselfreadytobeseen;putinorder使做好準(zhǔn)備；修飾enhancev.toimprovethequality,amount,orstrengthofsomething提高downplayv.tomakesomethingseemlessimportantornotasbadasitreallyis不予重視optimaladj.optimum最佳的newwordstaskonegroomingetiquette儀容禮儀1.首因效應(yīng)——這是一個(gè)兩分鐘的世界firstimpressions—whatpeoplethinkofeachotherwhentheyfirstmeet—cangreatlyhelporhurtarelationship.davidj.lieberman’sbook“getanyonetodoanything”:“regardingfirstimpressions,thereissomethingcalledtheprimacyeffect:theprocesswherebyourfirstimpressionofanotherpersoncausesustointerprethisorhersubsequentbehaviorinamannerconsistentwiththefirstimpression.”●

wayoftalking●

clothesandaccessories●

face●

hair●

posture(howapersonsitsorstands)●

bodyshape

activity3: howdoyouformthefirstimpressionaboutaperson?check(√)threethingsyounotice.2.修面：男士魅力的亮點(diǎn)anelectricshaverisaconvenientwaytogetaquick,closeshaveinthemorningbeforeyougotowork.preparationsoftenthehairandtheporesonyourface.techniquebeginwithyourneckandworkyourwayup.theneckcanbeahardplacetoshave.rotatetherazorinacircularmotionasyoushave,andmoveitquicklyaround.pressfirmlyontheshaverwhileyou’reshaving,butnotsohardthatithurts.finishingusealittlemoisturizeroraftershaveontheareasthatyou’veshaved.activity4:groupdiscussion.1.isitimportantformaletogetaquick,closeshaveinthemorningbeforegoingtowork?2.forboys,haveyoueverusedanelectricshaver?3.化妝：女士職業(yè)形象的標(biāo)志1.applyanoil-freemoisturizeralloveryourface.next,applyaprimerandletititabsorbforaboutoneminute.aprimerisessentialbecauseitwillmakeyourfoundationlastlonger.2.dipaflat-topbrushinliquidfoundation.applythefoundationalloveryourface,makingsuretoblendawayanyharshedges.next,dipyourconcealerbrushincreamconcealer.gentlypatyourbrushonareasyouwanttoconceal,suchasunder-eyecirclesandblemishes.smile,andapplypeachblushontheapplesofyourcheekswithablushbrush.3.pateyeshadowprimeronyoureyelidsgently,usingyourfingers.letitdryfor30seconds.dipasmalleyeshadowbrushinsomewhiteeyeshadow.applytheeyeshadowalloveryourlidsandslightlyaboveyourcrease.applytwocoatsofblackmascaraonyourtopandbottomlashes.4.applynudelipstickdirectlyonyourlips.finishoffwithaclearlipgloss.禮儀知識(shí)小貼士

職業(yè)女性化妝禁忌:一忌濃妝艷抹二忌盲目模仿三忌當(dāng)眾化妝四忌殘妝示人五忌借用他人化妝品六忌非議他人妝容1.whatdoyoudofordailymakeup?2.howtomakeup?activity5:groupdiscussion.4.

職業(yè)人士的發(fā)型要求thebobhairstyleworksforthebusinesswomanbecauseitisaflexiblehairstylethatlookspolished.togetthebobhairstyle,askforabluntcutwithnolayering.ifthehairisextrathick,youcanaskthestylisttothinoutthehairandendsunderneathforasmootherlook.aninvertedbob,wherethehairislongerinthefrontandcutshorterintheback,isanotheroptionforabusinesshaircutthatgivesathemodernlookwithprofessionalpolish.bobhairstyleslonglayeredhairstyleslonglayeredhairstyleswillworkforbusinesssituationsaslongasthehairandlayersarekeptintopshape.layersareshorterlengthsofhaircutthroughoutlongerhairlengthsforamoremanageablehairstyle.extrastylingtimeandstylingproductsmayberequiredtokeeplayersinshape.longhaircanbewornstraight,wavy,orextracurly.findpictureexamplesonlineof"longlayeredhairstyles"bytypingthosekeywordsintoanimagesearchengine.ponytailupdosandchignonbunhairstylesquickhairstylesthatalwayslookprofessionalaretheponytailortheclassicchignonbun.theponytailhascomealongway.previouslyconsideredasahairstyleforleisureactivities,therefinedponytailhasmadeitswayintoformaleventsandtheworkplace.1.doyoulikeyourcurrenthairstyles?2.whichhairstyleissuitableforyou?

activity6:groupdiscussion.tasktwoappearanceetiquette儀表禮儀1.職業(yè)著裝menandwomenalikeshouldchoosetailored,neutral-tonesuitsforbusiness.

1.businessdresstodayismoreformalthanitwasbefore1960.2.whetheralreadyintheworkforceorpreparingforajobinterview,professionalsshouldpresentanimageofproperbusinessattireandfeelconfidentwiththeirappearance.3.whenselectingclothes,bothwomenandmenshouldavoidflashycolors,fadstyles,andclothesthataretootightortoobaggy.4.womencanchooseextremestyles,brighthaircolors,overlyornatehairaccessoriesandheavymakeupinordertoshineintheworkplace.5.whenchoosingdressshoes,womencanchooseopen-toeandopen-backdressheelsorpumps.6.whenchoosingaccessoriestocustomizebusinessdress,youshouldselectitemsthatareconservativeandnotoverlyflashy.

activity1:true(t)orfalse(f).

fttfft2.男士服飾的選擇與搭配makeanimpressioninprofessionalattire

商務(wù)服飾禮儀—男士篇基本要求選擇正裝：正式、角色、實(shí)用、規(guī)范制作精良外觀整潔講究文明youarewhatyouwear！

——英國諺語一個(gè)人其實(shí)就是服裝！

——范思哲商務(wù)便裝商務(wù)便裝的基本要求-可不著西裝上衣；-可不打領(lǐng)帶，但襯衣第一個(gè)扣子應(yīng)解開；-可穿質(zhì)地好帶領(lǐng)的t恤衫，不要透明或上面有字；-可穿非運(yùn)動(dòng)類的便裝皮鞋，不能穿運(yùn)動(dòng)鞋和布鞋；-最好不穿牛仔褲。2、西裝的顏色、款式、質(zhì)地和身份場(chǎng)合的搭配

三一定律“三色”原則1）黑色屬禮服類顏色，最沉穩(wěn)。黑色西裝適合的場(chǎng)合，一是隆重的慶典場(chǎng)合，二是婚禮和喪禮場(chǎng)合。2）深藍(lán)色（推薦顏色）3）深灰色4）避免淺色西裝。淺顏色給人輕浮的感覺，不適合正式場(chǎng)合，但是可以在休閑場(chǎng)合穿。2、合體1）穿西裝，首先要合體。2）注意西裝的長度、西裝長袖的位置、西裝的肥瘦西裝的穿法拆除商標(biāo)熨燙平整扣好鈕扣不卷不挽慎穿毛衫巧配內(nèi)衣腰間無物少裝東西著西裝八忌：西褲過短襯衫放在西褲外不扣襯衫扣西服袖子長于襯衫袖領(lǐng)帶太短西服上裝兩扣都扣上（雙排扣西服除外）西服的衣、褲袋內(nèi)鼓鼓囊囊西服配便鞋西裝怎樣穿？

扣子系法襯衫的搭配品位領(lǐng)帶的搭配原則鞋子的搭配商務(wù)用包

扣子系法1）常見的西裝，是雙排扣，或者是單排扣，以兩粒到三粒為主。2）西裝扣子可以不系，特別是一種單排款的西裝可以不系（特別寬松的場(chǎng)合說，表達(dá)自己的瀟灑和自如的時(shí)候，完全可以不系）3）如果要系的時(shí)候，應(yīng)該是怎么樣系？?jī)闪？鄣奈餮b，只系上面一粒，下面一粒不要系；三?？鄣奈餮b要么就系住中間的一粒，要么系住上面的兩?？圩?。4）各種款式的西裝，最基本的原則就是下面的一個(gè)扣子永遠(yuǎn)是不系的，包括雙排扣的西裝。襯衫的搭配品位在一個(gè)男人的一個(gè)身上，只能允許有這種三種色系，襯衫的選擇是以白色和純棉的襯衫最為正式。白色的襯衫是最安全的，也是最為國際上所公認(rèn)的，最為正統(tǒng)的，最為正式的襯衫的顏色。襯衫面料：高支精紡的純棉純毛制品為主。以棉、毛為主要成分的混紡襯衫亦可。絨布、水洗布、化纖、真絲、純麻的不可。最好穿質(zhì)地好的長袖襯衣；淺顏色襯衣不要太薄。色彩：色彩單一。藍(lán)、灰、棕亦可。雜、紅、粉、紫、綠、黃、橙有失莊重，不可取。圖案：無圖案為佳，盡量不要穿帶有明花、明格的襯衣。立領(lǐng)、翼領(lǐng)和異色領(lǐng)的襯衫，不適合與正裝西裝配套。領(lǐng)角有扣的襯衫即使不打領(lǐng)帶也要扣上；不打領(lǐng)帶時(shí)，襯衣第一個(gè)扣子要解開。衣袖：正裝必為長袖，袖口要系好，袖子應(yīng)比西裝的袖子長出1公分，并能蓋住手背。衣袋：以無衣袋為佳。有袋也少放東西。領(lǐng)帶的搭配原則1）領(lǐng)帶的質(zhì)地一定要優(yōu)良2）領(lǐng)帶的顏色一定要比襯衫的顏色深3）領(lǐng)帶的長度，到達(dá)皮帶扣的長度 領(lǐng)帶可以提升男士陽剛、自信的形象要改變一套西裝給人的整體觀感，最簡(jiǎn)單的方式就是改變領(lǐng)帶的款式領(lǐng)帶——西裝的靈魂面料（真絲或羊毛。）色彩（單色和多色之分。藍(lán)、灰、棕、黑、紫紅等單色均可。切勿多于三色，盡量勿淺色、艷色。色調(diào)應(yīng)與衣裝一致。）圖案（單色無圖案、條紋、圓點(diǎn)、方格為主圖案）款式（箭頭）配套vb

配飾：手表領(lǐng)帶夾和裝飾性袖扣三種常用的領(lǐng)帶結(jié)法平結(jié)（簡(jiǎn)式結(jié)，馬車夫結(jié)）半溫莎結(jié)（十字結(jié)，老爺節(jié)）溫莎結(jié)；▼平結(jié)

平結(jié)為最多男士選用的領(lǐng)結(jié)打法之一，幾乎適用于各種材質(zhì)的領(lǐng)帶。要訣：領(lǐng)結(jié)下方所形成的凹洞需讓兩邊均勻且對(duì)襯。▼半溫莎結(jié)（老爺結(jié)）適合搭配浪漫的尖領(lǐng)及標(biāo)準(zhǔn)式領(lǐng)口系列襯衣

▼溫莎結(jié)

溫莎結(jié)適合用于寬領(lǐng)型的襯衫，該領(lǐng)結(jié)應(yīng)多往橫向發(fā)展應(yīng)避免材質(zhì)過厚的領(lǐng)帶，領(lǐng)結(jié)也勿打得過大領(lǐng)帶-領(lǐng)帶的顏色不要淺于襯衣，尤其不要黑襯衣白領(lǐng)帶；不要帶怪異的領(lǐng)帶（如：皮的、珍珠的）；除本公司統(tǒng)一配置領(lǐng)帶外,最好不要帶印有其它公司名稱的領(lǐng)帶；穿毛衣或馬甲時(shí)，領(lǐng)帶應(yīng)放在毛衣、馬甲的里面即貼住襯衣。鞋子的搭配

鞋子是最能夠反映出一個(gè)男人修養(yǎng)和品位的東西。正式的鞋子是黑色的、系帶的、制式的皮鞋

建議每個(gè)男士至少要有一雙這樣的正規(guī)的制式皮鞋，以應(yīng)對(duì)生活中可能會(huì)出現(xiàn)的某些場(chǎng)合。皮鞋-男士的皮鞋應(yīng)以深色為主，如黑色、棕色或灰色，不要穿太陳舊的皮鞋，要干凈，跟不要太高。襪子-應(yīng)穿深色質(zhì)地好的襪子，棕、深藍(lán)、黑或灰色，無圖案最好，幾何圖案亦可。切勿赤腳穿皮鞋，勿尼龍、絲襪。如不要穿質(zhì)薄透明的襪子，尤其是不能穿白襪子。腰帶-一定是黑色皮腰帶，腰帶扣不要太花，不可打其它色腰帶，也不能太舊。褲子-褲子不得有褶，要有褲線，不要太短，應(yīng)蓋住鞋面。商務(wù)用包1）正式的包應(yīng)該是：四四方方的、帶著手柄2）現(xiàn)在流行的腋下夾包多屬于休閑款，不適合正式場(chǎng)合1.everyonewilldressthesameindifferentfirms.2.inthefinancial,legalandmanagementarenas,youcandresscasually.3.aslongasyoumakeaninvestmentinyourappearancefortheinterview,youcangetthejob.4.blackandnavyareclassiccolorsforsuits.5.whenwearingshirtsyouwillnevergowrongwithwhite,lightblueorpink.6.inordertoimpressothers,thetieshouldbefashionableandflashy.

activity2:true(t)orfalse(f).

ffftff3.女士服飾的選擇與搭配chooseclassiccolorsinbusinessattire.

職業(yè)女性著裝要點(diǎn)西服正裝鞋襪配飾妝容發(fā)型商務(wù)休閑裝晚裝職業(yè)女性著裝要點(diǎn)西服正裝

上衣大領(lǐng)、小領(lǐng)、圓領(lǐng)、方領(lǐng)、雞心領(lǐng)、一字領(lǐng)和平領(lǐng)長袖、中袖和短袖深色、淺色和彩色職業(yè)女性著裝要點(diǎn)西服上衣

職業(yè)女性著裝要點(diǎn)西服正裝

套裙老年女士可以穿平于或者低于膝蓋的裙子在職的女士穿在膝蓋以上三到六公分長的裙子可以表現(xiàn)出女士干凈、利落和優(yōu)雅的感覺女士西服套裙的開叉在什么位置并不重要，前開、后開和側(cè)面開都可以。

職業(yè)女性著裝要點(diǎn)鞋襪長筒襪首選肉色，其次是黑色。冬天穿不透明的保暖絲襪，夏天穿透明的絲襪。職業(yè)女士穿正裝的時(shí)候，千萬不要穿帶網(wǎng)眼兒的絲襪。

職業(yè)女性著裝要點(diǎn)長筒襪職業(yè)女性著裝要點(diǎn)鞋襪高跟鞋五公分。粗跟和細(xì)跟之間，最好選擇細(xì)跟。職業(yè)女性著裝要點(diǎn)高跟鞋職業(yè)女性著裝要點(diǎn)配飾

首飾三件首飾，戒指、耳環(huán)和項(xiàng)鏈。白色系列，比如珍珠、白金、白銀、水晶和鉆石。同一系列更能體現(xiàn)品位。首飾職業(yè)女性著裝要點(diǎn)手表兩塊，正裝手表和休閑手表。正裝手表是鋼表殼，造型中規(guī)中矩、富有女士色彩；休閑手表可以是如運(yùn)動(dòng)表、時(shí)裝表或各種造型夸張的手表。手表手提包正式場(chǎng)合以提公文包的方式提著自己的包，不要背在肩上。特別高級(jí)的休閑包，也是以皮包和公文包的方式提著比較好。至于包的大小和式樣，以在視覺上不太夸張為宜。職業(yè)女性著裝要點(diǎn)手提包

canyoumakealistofthingsthatawoman’sbusinesswardrobeneedsaccordingtothepassage?

activity3:discussthefollowingquestionwithyourpartner.

4.不同場(chǎng)合的不同著裝dressprofessionallyfordifferentoccasions1._________canrepresentyouassomeonewhodoesn’ttakehis/herjobseriously.a.acasualorsportydressb.wearingformaldressesc.atidysuitd.gettingdressedprofessionally2.whatkindofdressissuitablefortheinterviewaccordingtothepassage?a.sneakersb.aclean,longsleevedshirtwithblackornavypantsc.jeansd.collarlessshirts

activity4:readingcomprehensionab3.thispassageofferssomesuggestionsonhowtodressprofessionallyforsomeoccasions,including___________.a.interviewsandbusinessmeetingsb.officeorworkplacec.bothaandbd.dating4.whichofthefollowingstatementsistrueaccordingtothepassage?a.

yourattireandyourappearancedoesn’tplayanimportantroleinyourbusinessworldbecauseinnerbeautyismoreimportant.b.onceyouhavegotthejob,youcaneasilyaskabout(orjustobserve)thedresscodeatworkplaceandfollowthat.c.ifyouseesenioroneswearingcasualstuff,youcanputonstreetwearnextweek.d.allbusinessmeetingsrequireformalattires.cbtaskthreemannersetiquette儀態(tài)禮儀youcommunicatewithothersthroughyourpostureandmovement.令人生厭的儀態(tài)表情嚴(yán)肅架子十足輕視的眼神不禮貌的動(dòng)作雙手抱胸坐姿不雅目光游離坐姿不端彎腰駝背漫不經(jīng)心地傾聽神態(tài)疲憊贏得好感的儀態(tài)1.儀態(tài)禮儀definitionpostureandmovementetiquettemeansthewayyouuseyourstanceandbodytocommunicatenonverballywithothers.stancepostureisoneofthefirstthingsanotherpersonwillnoticeaboutyou.communicateconfidencebystandingtallandmaintainingyourspacebykeepingyourfeetabout8inchesapart,withoneslightlyinfrontoftheother.yourstancecanalsoindicatewhetheryouareopentobeingapproached.movementhandmovementisnaturalforsomepeople,butitcanbeviewedasaggressiveorintrusivebyothers.bodymovementcanalsosignalaggressionifyousteptowardtheotherperson,sobecarefultomaintainyourspace.maintaineyecontactwithoutmovingyoureyesawayorblinkingexcessively.lookingawaycansignalboredomorinattentiveness,andexcessiveblinkingcanmakeyouappearnervous.don’tfidget,asthiscanalsomaketheotherpersonthinkyouareboredornotlistening.youcanshowyourattentionthroughappropriateheadmovementslikenoddingslightlyinagreementorshakingyourheadslightlytosubtlyshowdisagreementordisapproval.spaceitisgoodetiquettetorespectanotherperson’sspace.somepeopledon’tmindifyougetclose,butothersareuncomfortablewhenyougetintowhattheyperceiveastheirpersonalspace.keepsomedistancewhenstandingnearanotherpersontotalk.watchforanynonverbalcuesthatmightindicatediscomfort,andadjustyourspaceaccordingly.1.howcanpostureandmovementetiquettebenefityou?2.whatisthedefinitionofpostureandmovementetiquette?3.whatshouldyoudoifyouaretalkingtosomeoneandwanttoremainapproachable?4.howcanyourespectanotherperson’sspacewhentalking?

activity1:discussthefollowingquestionswithyourpartner.2.儀態(tài)oneofthefirstkeythingspeoplenoticeishowyoucarryandpresentyourself.

postureoneofthefirstkeythingspeoplenoticeishowyoucarryandpresentyourself.●stomachin●chestout●shouldersback●headup女士站姿頭部抬起，面部朝向正前方，雙眼平視，下頜微微內(nèi)收，頸部挺直。雙肩自然放松端平且收腹挺胸，但不顯僵硬。站立時(shí)不要身斜體歪，雙臂自然下垂，處于身體兩側(cè)，雙手在身前自然交叉，右手疊放在左手上置于小腹前。兩腿并攏，兩腳呈“丁”字或“v”字型站立。男士站姿雙眼平視前方，下頜微微內(nèi)收，頸部挺直。雙肩自然放松端平且收腹挺胸，不僵硬。雙臂自然下垂，處于身體兩側(cè)，右手輕握左手的腕部，左手握拳，放在小腹前，或者置于身側(cè)。腳跟并攏，腳呈“v”型分開，兩腳尖約成45度角；或雙腳平行分開，與肩同寬。端姿

橫擺式標(biāo)準(zhǔn)坐姿坐下時(shí)注意：1、平；（雙肩平）2、正；（上身要正）3、穩(wěn)；（重心要穩(wěn)）4、順。（服裝要順）坐姿的基本要求頭部挺直，雙目平視，下頜內(nèi)收；身體端正，兩肩放松，勿倚靠座椅的背部；挺胸收腹，上身微微前傾，但與桌邊應(yīng)保留一拳左右的距離；手的姿勢(shì)：雙手自然放在雙膝上，雙手自然交疊，腕至肘部的三分之二處輕放在柜臺(tái)上；腿的姿式：男士雙腿可并攏，也可略微分開，距離不得超過20cm。女士雙腿并攏垂直于地面。坐姿通常分為三種，深坐（坐時(shí)將椅面全部坐滿）、中坐（坐時(shí)占椅面2/3）、淺坐（坐時(shí)占椅面1/3）。在與人交談或?yàn)榭蛻艮k理業(yè)務(wù)時(shí)應(yīng)選用淺坐，身體微微前傾，表現(xiàn)出積極的工作狀態(tài)；在沒有客戶坐的時(shí)間較長時(shí)可調(diào)整為中坐。坐姿的基本要求無客戶時(shí)，應(yīng)自然抬頭挺胸端坐；有客戶時(shí)，上身微向前傾，用柔和的眼光目視對(duì)方；在面對(duì)客戶操作電腦處理業(yè)務(wù)時(shí)，應(yīng)微側(cè)坐，臉和身體朝向電腦與客戶的中間方向，眼神兼顧；入坐后可將小臂的3/2放于桌上，但不可將身體的重心壓于桌面，雙手不可支于桌上；如座位可旋轉(zhuǎn)，則不得左右轉(zhuǎn)動(dòng)身體；雙腳禁止抖動(dòng)，雙手禁止不停擺弄物品；禁止疊腿坐，忌雙腿叉開、將雙腿平伸、將腳伸入座椅下面以及用腳勾住椅子腿。入座和離座的禮儀入座：從椅子的左側(cè)入座；入座時(shí)應(yīng)保持平穩(wěn)、輕松，避免座椅發(fā)出聲響；男士可將西服的鈕扣解開，防止衣服堆積在胸前；女士入座時(shí)應(yīng)用右手輕輕按住上衣前襟，用左手撫平后裙擺，以優(yōu)雅姿態(tài)緩緩坐下；女士可以將雙腿向左或向右自然傾斜，但雙腿不得分開。離座：離座時(shí)，身旁如有人在座，須以語言或動(dòng)作向其先示意，隨后方可起身；起身離開座位時(shí)，應(yīng)動(dòng)作輕緩，盡量不發(fā)出聲響；離座時(shí)，應(yīng)先起身站定后再離去。起身離開座位時(shí)，動(dòng)作輕緩，不可突然起身離開，離位后要將座位輕推回原處。標(biāo)準(zhǔn)行姿行姿要求面帶微笑，身體協(xié)調(diào)，姿勢(shì)穩(wěn)健，儀態(tài)大方。步伐從容，步態(tài)平衡，步幅適中，步速均勻，走成直線。雙臂自然擺動(dòng)，挺胸抬頭，小頜微收，目視前方。注意事項(xiàng)：行走幅度不可過大或過急；避免并排行走；不得將任何物品夾在腋下行走；在行走時(shí)，不得橫穿客戶隊(duì)列；禁止在服務(wù)現(xiàn)場(chǎng)內(nèi)奔跑（緊急情況下除外）。一腳在前，一腳在后，兩腿向下蹲，在后的一只腳前腳著地，后腳跟提起，在前的一只腳腳掌全部著地；上身保持直立，臀部向下。標(biāo)準(zhǔn)蹲姿30°致謝式鞠躬45°致歉式鞠躬

鞠躬禮15°致意式鞠躬鞠躬禮頭、頸、背成一條直線身體前傾15度（30度）（45度）行禮時(shí)不要注視對(duì)方起身后目光與對(duì)方交流微笑！鞠躬禮切忌不低頭的鞠躬禮只低頭的鞠躬禮駝背的鞠躬禮搖頭晃腦的鞠躬禮目光沒有交流的鞠躬禮

手勢(shì)要在頭部以下，腰部以上；右手自然彎曲，五指自然并攏，掌心稍微向上，以肘關(guān)節(jié)為軸指示目標(biāo)方向，與身體呈45度角。指引手勢(shì)指引禮儀走廊:在客人二三步之前，配合步調(diào)，讓客人走在內(nèi)側(cè)。樓梯：當(dāng)引導(dǎo)客人上樓時(shí)，應(yīng)該讓客人走在前面；上樓時(shí)客人先上，下樓時(shí)你先下。電梯：引導(dǎo)客人乘坐電梯時(shí)，服務(wù)人員先進(jìn)入電梯并按住電梯鈕再請(qǐng)客人進(jìn)入；到達(dá)時(shí)，服務(wù)人員按“開”的鈕，讓客人先走出電梯；客廳里：當(dāng)客人走入客廳，服務(wù)人員用手指示，請(qǐng)客人坐下。（一般正對(duì)門的地方為上座）行進(jìn)間的指引姿態(tài)請(qǐng)客戶開始行進(jìn)時(shí)，應(yīng)面向客戶稍許欠身。若雙方并排行進(jìn)時(shí)，服務(wù)人員應(yīng)居于左側(cè)。若雙方單行行進(jìn)時(shí)，服務(wù)人員應(yīng)居于左前方約一米左右的位置。在陪同引導(dǎo)客戶時(shí)，服務(wù)人員行進(jìn)的速度須與客戶相協(xié)調(diào)。及時(shí)的關(guān)照提醒，經(jīng)過拐角或樓梯之外時(shí)，須提請(qǐng)客戶留意。在行時(shí)中與客戶交談或答復(fù)其提問時(shí)，應(yīng)將頭部、上身轉(zhuǎn)向客戶。工作時(shí)保持自身良好的儀態(tài)工作中大家應(yīng)注意自己的儀態(tài)，它不但是自我尊重和尊重他人的表現(xiàn)，也能反映出員工的工作態(tài)度和責(zé)任感。1.howdoyouwalkandstandwithconfidence?2.whatposturecansignalthatyouwantotherstoapproachwhentalking?

activity2:discussthefollowingquestionswithyourpartner.3.握手youneedafirmhandshake握手禮何時(shí)要握手?

被相互介紹時(shí)與人道別你進(jìn)某人的辦公室或離開時(shí)

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握手禮手要潔凈、干燥和溫暖。切忌手臟、手濕、手涼。先問候再握手。伸出右手，手掌呈垂直狀態(tài)，五指并用，握手3秒左右。不要用左手握手。與多人握手時(shí)，遵循先尊后卑、先長后幼、先女后男的原則。若戴手套，先脫手套再握手。切忌戴著手套握手或握完手后擦手。握手時(shí)注視對(duì)方，不要旁顧他人他物。用力要適度，切忌用力過大。與異性握手時(shí)用力輕、時(shí)間短，不可長時(shí)間握手和緊握手。為表示格外尊重和親密，可以雙手與對(duì)方握手。要按順序握手，不可越過其他人正在相握的手去同另外一個(gè)人握手。ingredientsofagoodhandshake●holdtheperson’shandfirmly.●shakeweb-to-web,threetimesmaximum.●maintainconstanteyecontact.

●radiatepositiveaura.1.howmanykindsofhandshakesdoestheauthorputforward?pleaseexplainthemindetails.2.whataretheingredientsofagoodhandshake?

activity3:discussthefollowingquestionswithyourpartner.4.眼神交流和微笑eyecontactandsmileareveryimportanteyecontactmakeitandkeepit!notonlydoesfocusedeyecontactdisplayconfidenceonyourpart,italsohelpsyouunderstandwhattheotherpersonisreallysayingverbally.whentheeyessayonething,andthetongueanother,apracticedmanreliesonthelanguageofthefirst.—ralphwaldoemersonwhentolookbeginassoonasyouengagesomeoneinaconversation.however,youmaywishtostartevenearlierifyouaretryingtogetsomeone’sattention.continueitthroughouttheconversation.besuretomaintaindirecteyecontactasyouaresaying“good-bye”.itwillhelpleaveapositive,powerfullastingimpression.wheretolookimagineaninvertedtriangleinyourfacewiththebaseofitjustaboveyoureyes.theothertwosidesdescendfromitandcometoapointbetweenyournoseandyourlips.that’sthesuggestedareato“l(fā)ookat”duringbusinessconversations.socially,thepointofthetriangledropstoincludethechinandneckareas.whenpeoplelookyou“upanddown”,it’sprobablymorethanbusinessoracasualsocialsituationtheyhaveinmind!howlongtolookisuggestabout60-70percentofthetime.lessthanthatcanbeinterpretedasdiscomfort,evasiveness,lackofconfidenceorboredom.whenyoustarelonger,itcanbeconstruedasbeingtoodirect,dominantorforcefulandmaketheotherpersonuncomfortable.it’sokaytoglancedownoccasionallyaslongasyourgazereturnsquicklytotheotherperson.avoidlookingovertheotherperson’sshouldersasifyouwer