掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程

“掌握國(guó)際商務(wù)禮儀”

InternationalBusinessEtiquette

培訓(xùn)班湛家揚(yáng)ToaCharm首席顧問(wèn)IQStrategy

July18,1掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第1頁(yè)課程目金蝶集團(tuán)客戶及市場(chǎng)愈來(lái)愈國(guó)際化，其管理人員很多機(jī)會(huì)與外國(guó)客戶和合作搭檔溝通。要有效地與這些外國(guó)人合作，金蝶行政人員必需要了解外國(guó)文化，習(xí)慣，語(yǔ)言，溝通方法，演講方式，等等。在這課程裡，學(xué)員會(huì)學(xué)習(xí)最必需國(guó)際商業(yè)禮儀，使他們能有效地與外國(guó)人一起交流及合作。參加者也會(huì)學(xué)習(xí)在正式和非正式場(chǎng)面上與外國(guó)人會(huì)晤時(shí)應(yīng)怎樣表現(xiàn)及應(yīng)對(duì)，如國(guó)際衣飾準(zhǔn)則，進(jìn)餐禮儀，電子郵件禮儀，會(huì)議形式，等等。這課程主要目標(biāo)是透過(guò)裝備金蝶管理人員國(guó)際商業(yè)禮儀知識(shí)及技巧，加強(qiáng)整體金蝶對(duì)內(nèi)地競(jìng)爭(zhēng)對(duì)手差異度，及增強(qiáng)整體金蝶對(duì)外國(guó)競(jìng)爭(zhēng)對(duì)手競(jìng)爭(zhēng)力。2掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第2頁(yè)課程綱領(lǐng)國(guó)際商務(wù)禮儀主要性ImportanceofInternationalBusinessEtiquette國(guó)際國(guó)際溝通技巧及禮儀EtiquetteinInternationalCommunication國(guó)際辦公室禮儀EtiquetteinInternationalOffice國(guó)際商務(wù)活動(dòng)禮儀EtiquetteinInternationalBusinessFunctions海外商務(wù)旅遊禮儀EtiquetteinInternationalBusinessTrips認(rèn)識(shí)及広對(duì)國(guó)外媒體HandlingofForeignMedia3掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第3頁(yè)Let’sseeavideofirst!KingdeeCocktail1'44''.DAT4掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第4頁(yè)1.國(guó)際商務(wù)禮儀主要性ImportanceofBusinessEtiquette5掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第5頁(yè)什麼是國(guó)際商務(wù)禮儀國(guó)際商務(wù)禮儀是人們?cè)趪?guó)際交往中共同采取并恪守一些通用禮儀做法，或者說(shuō)是與人際交往相關(guān)國(guó)際慣例。遵照國(guó)際禮儀，能夠有效地防止因?yàn)楦髯晕幕?、歷史差異而產(chǎn)生誤會(huì)、隔莫與予省。這些行為法規(guī)可使商務(wù)互動(dòng)更可預(yù)測(cè)及專業(yè)化。從常理及考慮他人中得出來(lái)專業(yè)行為守規(guī)。若能有效地広用,你及你同事客戶及合作夥伴工作生活會(huì)更成功及喜悅。6掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第6頁(yè)為何學(xué)國(guó)際商務(wù)禮儀?對(duì)個(gè)體使個(gè)人言行在社會(huì)活動(dòng)中與其身份、地位、社會(huì)角色相適應(yīng)衡量個(gè)人道德水準(zhǔn)高低和有沒(méi)有教養(yǎng)尺度傳輸正確溝通信息提升辦事效率個(gè)人事途成與敗建立個(gè)人國(guó)際人際網(wǎng)絡(luò)對(duì)組織塑造組織國(guó)際形象、從而提升其國(guó)際競(jìng)爭(zhēng)力擴(kuò)闊企業(yè)際客戶及合作夥伴網(wǎng)絡(luò)輿同事、下屬、上司、合作成功、從而提升其團(tuán)結(jié)性7掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第7頁(yè)2.國(guó)際溝通技巧及禮儀EtiquetteinInternationalCommunication8掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第8頁(yè)2.國(guó)際溝通

技巧及禮儀塑造專業(yè)形象見面禮儀成為國(guó)際溝通高手9掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第9頁(yè)2.國(guó)際溝通

技巧及禮儀塑造專業(yè)形象見面禮儀成為國(guó)際溝通高手10掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第10頁(yè)Let’sdoawarm-upexercise11掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第11頁(yè)Game1

ProfessionalImage把你右手手掌畫在紙上寫下你認(rèn)為自巳形象是什麼在你手掌印上？每1手指代表1點(diǎn)如開朗、友善、強(qiáng)硬、時(shí)尚、保守、好脾氣、大脾氣、靚仔、靚女、等等在3分鍾內(nèi)，每人在最快時(shí)間找到你抽到那個(gè)人？12掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第12頁(yè)塑造專業(yè)形象

ProfessionalImage自巳主動(dòng)塑造形象自巳不想擁有形象他人能發(fā)覺(jué)到最理想但要堅(jiān)持要付出，要考慮代係價(jià)常警覺(jué)反省努力改變他人發(fā)覺(jué)不到還要努力小心不要受發(fā)覺(jué)13掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第13頁(yè)塑造專業(yè)形象

ProfessionalImage自巳企業(yè)你代表企業(yè)時(shí)，企業(yè)亦代表你不論你喜歡你企業(yè)及工作，你形象對(duì)你現(xiàn)在及將來(lái)事途影響深遠(yuǎn)無(wú)論何時(shí)何地都要保持你專業(yè)形象14掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第14頁(yè)塑造專業(yè)形象

ProfessionalImage第一印象(FirstImpression)能夠先聲奪人造就心理優(yōu)勢(shì)“首因效應(yīng)”人與人見面最初印象取決于最初7秒-2分鐘32%口語(yǔ)(verbal)68%態(tài)勢(shì)語(yǔ)(non-verbal)15掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第15頁(yè)塑造專業(yè)形象

-基本素養(yǎng)商務(wù)衣飾禮儀商務(wù)儀容禮儀商務(wù)儀態(tài)表情神態(tài)禮儀商務(wù)語(yǔ)言禮儀16掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第16頁(yè)

衣飾與商業(yè)尊重商務(wù)對(duì)象適應(yīng)工作需要塑造企業(yè)形象提升個(gè)人素質(zhì)塑造專業(yè)形象

-商務(wù)衣飾禮儀17掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第17頁(yè)基本要求選擇正裝：正式、角色、實(shí)用、規(guī)范制作精良外觀整齊考究文明塑造專業(yè)形象

-商務(wù)衣飾禮儀穿著得當(dāng)忌過(guò)分裸露忌過(guò)分透薄忌過(guò)分瘦小忌過(guò)分艷麗飾品適宜18掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第18頁(yè)男士基本要求不求華麗、鮮艷；“三色”標(biāo)準(zhǔn)著西裝八忌：西褲過(guò)短襯衫放在西褲外不扣襯衫扣西服袖子長(zhǎng)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）西服衣、褲袋內(nèi)鼓鼓囊囊西服配便鞋塑造專業(yè)形象

-商務(wù)衣飾禮儀19掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第19頁(yè)男士西服選擇和穿著面料、色彩、圖案、款式、造型、尺寸、做工拆除商標(biāo)、熨燙平整、系好紐扣、不卷不挽、慎穿毛衫、巧配、少裝東西領(lǐng)帶和襯衫搭配鞋子：光亮、有形、保養(yǎng)襪子：著深色或與西服顏色相類似襪子塑造專業(yè)形象

-商務(wù)衣飾禮儀20掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第20頁(yè)男士佩飾領(lǐng)夾袖口眼鏡手表皮夾手帕古龍水皮帶公文包塑造專業(yè)形象

-商務(wù)衣飾禮儀21掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第21頁(yè)女士著西裝時(shí)要注意“六不”套裝不允許過(guò)大或過(guò)小不允許衣扣不到位不允許不穿襯裙不允許內(nèi)衣外觀不允許隨意搭配不允許亂配鞋襪塑造專業(yè)形象

-商務(wù)衣飾禮儀22掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第22頁(yè)衣飾裝扮溫和表情，化裝清淡以自然為標(biāo)準(zhǔn)保持指甲清潔套裙選擇面料、色彩、圖案、點(diǎn)綴、尺寸、造型、款式套裙穿法長(zhǎng)度適宜、穿著到位、考慮場(chǎng)所、協(xié)調(diào)裝飾、兼顧舉止褲子與裙長(zhǎng)以適中為標(biāo)準(zhǔn)塑造專業(yè)形象

-商務(wù)衣飾禮儀23掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第23頁(yè)短裙穿長(zhǎng)襪，長(zhǎng)褲著短襪盡可能不穿著無(wú)袖衣服不穿著涼鞋、運(yùn)動(dòng)鞋或露趾拖鞋佩飾少而精香水皮包塑造專業(yè)形象

-商務(wù)衣飾禮儀24掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第24頁(yè)行政女性六類時(shí)尚衣裝及膝裙針織毛衣灰色系列直筒長(zhǎng)褲無(wú)袖連衣裙隱形鈕扣西裝外套紅色衣裝成熟感應(yīng)塑造專業(yè)形象

-商務(wù)衣飾禮儀25掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第25頁(yè)工作日用具選擇計(jì)算器NotebookComputer書寫筆PenPDA記事簿NoteBook(Writing)BusinessCardsandCardHolderBagWalletsCar紙巾梳子化裝盒塑造專業(yè)形象

-商務(wù)衣飾禮儀26掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第26頁(yè)面部修飾規(guī)范面部要求形象端正注意修飾修飾規(guī)范潔凈衛(wèi)生自然塑造專業(yè)形象

-商務(wù)儀容禮儀27掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第27頁(yè)局部修飾眉部修飾眼部修飾耳部修飾鼻部修飾口部修飾塑造專業(yè)形象

-商務(wù)儀容禮儀28掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第28頁(yè)發(fā)部修飾禮儀確保發(fā)部整齊慎選發(fā)部造型注意發(fā)部美化塑造專業(yè)形象

-商務(wù)儀容禮儀29掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第29頁(yè)化裝修飾守則：淡雅、簡(jiǎn)練、適度、莊重、避短方法：打粉底、畫眼線、施眼影（淺咖啡）、描眉形、上腮紅、涂唇彩（棕色、橙色）、噴香水禁忌：離奇出眾、技法犯錯(cuò)、慘狀示人、崗上化裝、指教他人塑造專業(yè)形象

-商務(wù)儀容禮儀30掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第30頁(yè)站姿行姿蹲姿(不符合國(guó)際商務(wù)禮儀標(biāo)準(zhǔn))坐姿塑造專業(yè)形象

-商務(wù)儀容禮儀31掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第31頁(yè)站姿禮儀：挺，直，高為用戶商務(wù)站姿不良站姿身軀歪斜彎腰駝背趴伏倚靠雙腿大叉腳位不妥手位不妥半坐半立滿身亂動(dòng)頂書訓(xùn)練塑造專業(yè)形象

-商務(wù)儀容禮儀32掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第32頁(yè)行姿禮儀從容，輕盈，穩(wěn)重基本要求方向明確步幅適度速度均勻重心放準(zhǔn)身體協(xié)調(diào)造型優(yōu)美塑造專業(yè)形象

-商務(wù)儀容禮儀不妥行姿橫沖直撞悍然搶行阻擋道路不守秩序蹦蹦跳跳奔來(lái)跑去制造噪音步態(tài)不雅

33掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第33頁(yè)行姿利用特例陪同引導(dǎo)本人所處方位行進(jìn)速度及時(shí)關(guān)照提醒采取正確體位上下樓梯走指定樓梯降低樓梯上停留“右上右下”禮讓客戶進(jìn)出電梯要使用專用電梯要切記住“先出后進(jìn)”要照料好商務(wù)對(duì)象要尊重周圍乘客側(cè)身而行出入房門要先通報(bào)要以手開關(guān)要面向他人要“后入后出”要為人拉門攙扶幫助塑造專業(yè)形象

-商務(wù)儀容禮儀34掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第34頁(yè)蹲、坐禮儀蹲姿注意事項(xiàng)不要突然下蹲不要距人過(guò)近不要方位失當(dāng)：在人身邊下蹲，側(cè)身相向不要毫無(wú)遮掩不要蹲在椅子上不要蹲著休息說(shuō)明：一腳在前，一腳在后，兩腿向下蹲，前腳全著地，小腿基本垂直于地面后腿跟提起，腳著地，臀部向下。塑造專業(yè)形象

-商務(wù)儀容禮儀35掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第35頁(yè)坐姿：端莊，穩(wěn)重，大方入座在他人之后在適當(dāng)之處從座位左側(cè)向周圍人致意毫無(wú)聲息以背部靠近座椅離座先有表示注意先后起身遲緩站好再走從左離開塑造專業(yè)形象

-商務(wù)儀容禮儀下肢體位正襟危坐式垂腿開膝式雙腿疊放式雙腿斜放式雙腳交叉式雙腳內(nèi)收式36掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第36頁(yè)下肢體位正襟危坐式垂腿開膝式雙腿疊放式雙腿斜放式雙腳交叉式雙腳內(nèi)收式塑造專業(yè)形象

-商務(wù)儀容禮儀37掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第37頁(yè)手、臂勢(shì)禮儀慣用手勢(shì)正常垂放 自然搭放手持物品遞接物品展示物品招呼他人舉手致意與人握手揮手道別塑造專業(yè)形象

-商務(wù)儀容禮儀38掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第38頁(yè)主要規(guī)則表現(xiàn)謙恭表現(xiàn)友好表現(xiàn)適時(shí)表現(xiàn)真誠(chéng)重在面部眼神塑造專業(yè)形象

-表情神態(tài)禮儀笑容能夠調(diào)整情緒能夠消除隔膜能夠獲取回報(bào)有益身心健康39掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第39頁(yè)禮貌用語(yǔ)問(wèn)候：統(tǒng)一問(wèn)候、由尊而卑、由近及遠(yuǎn)迎送請(qǐng)托致謝咨詢推托：道歉式、轉(zhuǎn)移式、解釋式道歉塑造專業(yè)形象

-商務(wù)語(yǔ)言禮儀40掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第40頁(yè)文明用語(yǔ)禮儀稱呼恰當(dāng)按職務(wù)或社會(huì)職業(yè)區(qū)分對(duì)象照料習(xí)慣有主有次嚴(yán)防犯忌口齒清楚用詞文雅塑造專業(yè)形象

-商務(wù)語(yǔ)言禮儀41掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第41頁(yè)Let’stakeabreak(15minutes)42掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第42頁(yè)2.國(guó)際溝通

技巧及禮儀塑造專業(yè)形象見面禮儀成為國(guó)際溝通高手43掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第43頁(yè)Let’sdoAnotherexercise44掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第44頁(yè)Game2

IntroducingSkills三人一組一個(gè)是上司;一個(gè)是下屬；一個(gè)是客戶請(qǐng)相互介紹寫下自巳感受及發(fā)覺(jué)交換角色，總共做3次45掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第45頁(yè)見面禮儀見面程序問(wèn)候致意介紹握手引導(dǎo)交換名片46掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第46頁(yè)見面程序-問(wèn)候漢字早上好(早晨10點(diǎn)以前)您好晚上好(太陽(yáng)落山之后)歡迎光臨請(qǐng)多關(guān)照多多指教英文Howareyou?Howdoyoudo?Howareyoudoing?Howdy?GoodMorning,GoodAfternoon,GoodEveningHaveagoodday!Haveagoodnight!Youtoo!問(wèn)候時(shí)，最好用他人名字e.g.John,李先生,MrMaxwell,etc.47掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第47頁(yè)見面程序-致意舉手致意點(diǎn)頭致意欠立致意通常在餐桌上，介紹陌生人認(rèn)識(shí)時(shí)非商務(wù)場(chǎng)所他人為你上茶時(shí)抱拳致意鞠躬致意擁抱貼面吻禮忌諱：不可戴著有色眼鏡迎送客人、與人握手、交談48掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第48頁(yè)見面程序-介紹介紹自己——推介自己介紹自己前問(wèn)候?qū)Ψ矫骼?、爽快、速度稍慢、流暢而不可炫耀e.g.Howareyou?Idon’tthinkwehavemetbefore.IamJohnLeefromKingdee介紹他人——為他人架起溝通橋梁標(biāo)準(zhǔn)：先提到名字者為尊重儀態(tài)：標(biāo)準(zhǔn)站姿，手掌五指并攏，掌心朝上，指向被介紹人49掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第49頁(yè)見面程序

-介紹他人次序首先把：年輕介紹給年長(zhǎng)；男子介紹給女子；低職位介紹給高職位(overideothers)未婚介紹給已婚；與自己熟悉、關(guān)系親密介紹給與自己不熟、關(guān)系不親密；50掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第50頁(yè)見面程序-

握手握手時(shí)姿態(tài)女士握位：食指位男士握位：整個(gè)手掌普通關(guān)系，一握即放三手相握，四手相握屈前相握51掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第51頁(yè)見面程序-

握手注意事項(xiàng)不可濫用雙手；不可交叉握手；雙眼要注視對(duì)方；不可手向下壓；不可用力過(guò)分。男女之間，女士先；長(zhǎng)幼之間，長(zhǎng)者先；上下級(jí)之間，上級(jí)先，下級(jí)屈前相握；迎接客人，主人先；送走客人，客人先。52掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第52頁(yè)見面程序-引導(dǎo)手勢(shì)：五指并攏，手心向上與胸齊，以肘為軸向外轉(zhuǎn)引領(lǐng)時(shí)，身體稍側(cè)向客人，注意上下樓梯、遇障礙物時(shí)手勢(shì)電梯引領(lǐng)：先進(jìn)后出標(biāo)準(zhǔn)53掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第53頁(yè)見面程序-名片禮儀名片準(zhǔn)備名片不要和錢包、筆記本等放在一起，標(biāo)準(zhǔn)上應(yīng)該使用名片夾名片可放在上衣口袋（但不可放在褲兜里）要保持名片或名片夾清潔、平整54掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第54頁(yè)見面程序-名片禮儀接收名片必須起身接收名片應(yīng)用雙手接收接收名片不要在上面作標(biāo)識(shí)或?qū)懽纸邮彰豢赏禂[弄接收名片時(shí)，要認(rèn)真地看一遍不要將對(duì)方名片遺忘在座位上，或存放時(shí)不注意落在地上55掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第55頁(yè)遞名片次序：下級(jí)或訪問(wèn)方先，被介紹方先遞名片時(shí)，應(yīng)說(shuō)些“請(qǐng)多關(guān)照”、“請(qǐng)多指教”之類寒喧語(yǔ)交換名片時(shí)，應(yīng)用右手拿著自己名片，用左手接對(duì)方名片后，用雙手托住見面程序-名片禮儀56掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第56頁(yè)要看一遍對(duì)方職務(wù)、姓名等碰到難認(rèn)字，應(yīng)事先問(wèn)詢?cè)跁?huì)議室如碰到多數(shù)人相互交換名片時(shí)，可按對(duì)方座次排列名片會(huì)談中，應(yīng)稱呼對(duì)方職務(wù)、職稱，如“X經(jīng)理”、“X教授”等。無(wú)職務(wù)、職稱時(shí)，稱“X先生”、“X小姐”等，而盡可能不使用“你”字，或直呼其名見面程序-名片禮儀57掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第57頁(yè)名片交換時(shí)間、方式、路徑勿把自己名片強(qiáng)遞給每一個(gè)見面高級(jí)主管，除非他主動(dòng)向你索取勿太早遞出你名片，尤其是面對(duì)完全陌生人和偶然認(rèn)識(shí)人勿在一大堆陌生人中散發(fā)你名片，應(yīng)在商業(yè)性社交場(chǎng)所交換名片參加同業(yè)會(huì)議時(shí)，交換名片通常是在會(huì)議開始時(shí)進(jìn)行，有時(shí)在結(jié)束時(shí)進(jìn)行勿把有缺點(diǎn)、過(guò)時(shí)或骯臟名片給人用餐期間普通不要交換名片在參加社交性晚宴時(shí)，不論女士或男士都應(yīng)該帶著名片要知道何時(shí)和怎樣使你名片個(gè)性化見面程序-名片禮儀58掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第58頁(yè)2.國(guó)際溝通

技巧及禮儀塑造專業(yè)形象見面禮儀成為國(guó)際溝通高手59掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第59頁(yè)成為國(guó)際溝通高手多做一些The“Do”sBepreparedanddoyourresearchbeforeanydialogsoreventsTopicsMajorandtargetpersonstotalktoandtheirbackgroundsBeattentiveBeagoodlistenerBodylanguagetoshowinterestAskingQuestionsGiveandacceptcomplimentsShowasenseofhumorWatchoutNon-verbalcuesofotherswatchoutboringanduncomfortablesign少做為好The“Don’t”sDon’trepeatgossipDon’ttalkanysensitiveissuese.g.personalissues,religion,politics,sex,money,healthDon’tinterruptothersDon’tcorrecterrorsoffact,grammar,orpronunciationRespectforethnic,cultural,andgenderdifferences60掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第60頁(yè)體育SportingeventsAmerican:NBA,Baseball,AmericanFootball,IceHockey,TennisEuropean:Soccer,Ruby,Cricket,CarRacing,Golf最新世界新聞CurrentnewsEconomic,Political,Entertainment,Environmental最富有、最知名、最窮TheFamous,theRich,thePoor工業(yè)IndustryTrendsandLatestMovesoftheLargeCompaniesincludingyours科技LatestTechnologies書及網(wǎng)站Best-sellingbooksandwebsites關(guān)於當(dāng)天或場(chǎng)地發(fā)生事Topicsabouttheevent

Organizer,Food,Ceremony,Invitees,Performers,Weather,LogisticsArrangement成為國(guó)際溝通高手

溝通話題Don’ttalkanysensitiveissuestothepersons,companies,nations,races,cultures

61掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第61頁(yè)成為國(guó)際溝通高手

說(shuō)錯(cuò)了什辦?馬上改DealwiththesituationimmediatelyIfyoudon’t,itwillleaveabadimpressionandwillbeembarrassingnexttimeyoumeetthesameperson(s)自嘲Makeaself-deprecatingjoke改變?cè)掝}Afterrecoveringtheissue,steertheconversationtoanothertopic簡(jiǎn)單謙意信Sendanoteofapology62掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第62頁(yè)3.辦公室禮儀WorkplaceEtiquette63掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第63頁(yè)辦公室禮儀1. 工作坊上禮儀適當(dāng)衣著工作地方佈置合理地用電話擴(kuò)聲器板間房管理辦事房管理建立正面同事關(guān)系防止謠言、閒話防止與同事沖突與上司建立正面關(guān)系與下屬建立正面關(guān)系正確地使用互聯(lián)網(wǎng)常見道德及操手問(wèn)題忠心於企業(yè)及工作保密主要常見個(gè)人問(wèn)題預(yù)防性騷擾2. 商務(wù)溝通禮儀會(huì)議禮儀電話禮儀電話郵箱禮儀電話擴(kuò)聲器禮儀電郵禮儀商業(yè)信件禮儀64掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第64頁(yè)辦公室禮儀1. 工作坊上禮儀適當(dāng)衣著工作地方佈置合理地用電話擴(kuò)聲器板間房管理辦事房管理建立正面同事關(guān)系防止謠言、閒話防止與同事沖突與上司建立正面關(guān)系與下屬建立正面關(guān)系正確地使用互聯(lián)網(wǎng)常見道德及操手問(wèn)題忠心於企業(yè)及工作保密主要常見個(gè)人問(wèn)題預(yù)防性騷擾2. 商務(wù)溝通禮儀會(huì)議禮儀電話禮儀電話郵箱禮儀電話擴(kuò)聲器禮儀電郵禮儀商業(yè)信件禮儀65掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第65頁(yè)辦公室禮儀1. 適當(dāng)衣著(Dressappropriately)Readyourcompany’s“DressCode”guidelinesIfnocompanydresscode,payattentiontowhatotherwearandmakesureyourappearanceissimilarDon’tcalltoomuchattentiontoyourselfYourprofessionaldressisawardrobeforwork,notyours.Youshouldwantpeopletonoticeyoubecauseofyourhardwork,intelligenceanddedication,notbecauseofyourpersonalstyleDon’tover-dressorunder-dress;justconform

BusinessAttireCasual“BusinessCasual”not=to“CasualClothing”

Watchoutwhattodresson“causalFridays”aswellTraditionalConsistentacrossdifferentcompanies66掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第66頁(yè)2. 工作地方佈置

(Decorationofyourworkplace)YourdeskorroomcantellalotaboutyouLoyaltyCharactersAbilityProfessionalismConsiderthesefactorsbeforeyouputanythinginyourofficeCultureofyourworkplaceThetypeofworkyoudo(e.g.traditional,creative)Thelevelofcustomerinteractionthattakesplaceinyouroffice(e.g.customer-focused)Don’tdisplayobsceneandsexistmaterials,sensitive(politicalandreligious)confidentialandcriticalcompanyinformationCleanlinessandtidinessofyourdesk3. 合理地用電話擴(kuò)聲器(Speakerphone)Irritatingtoco-workersConfidentialinformationmightleakoutUsespeakerphoneinmeetingroomsinsteadofopenoffice辦公室禮儀67掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第67頁(yè)4. 板間房管理Cubicleofficearrangement(openofficeorofficewithoutdoor)MaintainapositiveattitudeRespectothers’space,privacy,andtimeAvoidmakingexcessivenoisee.g.Tappingyourpen,playingmusicloudly,snappinggums,singingorhummingUseanotherlocationforpersonalorconfidentialmattersSetboundariesforothersIfyourcolleaguesdistractorinvadesyourprivacy,askthempolitelytostop.5. 辦事房管理

Officearrangementguidelines(officewithadoor)CreatearelaxedatmosphereSittingbehindyourdesk(traditional)isintimidating;seatnexttoyourvisitorsorsetuparoundtableNeutralizenegativefeelingswhenworkspacesdiffersignificantlyVisitothersintheircubicleonoccasionUseconferenceroomClosethedooronlywhennecessaryAvoidfromactingasavisiblereminderthatyouhavetheprivacyofanofficeandworkingonsomethingnotgoodfortheothersCloseitforconfidentialdiscussionorhostingameetingoraneventwhichneedsnointerruptionNeverslamthedoorEarnyouareputationofbeingconfrontationalanddifficult辦公室禮儀68掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第68頁(yè)6. 建立正面同事關(guān)系Demonstrategoodmannerse.gGreeting,saying“thanks,please,sorry”,knockingdoor,returnborrowedmaterials,etc.Respectpeople’spersonalspaceShowrespectforrankBehelpfulandwillingtobehelpedGiveandreceivecomplimentsgraciously辦公室禮儀colleaguerelationshippg70.mpg69掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第69頁(yè)辦公室禮儀7. 防止謠言、閒話StatepolitelythatyouwouldrathernotknowExcuseyourselffromgossipsituationsDemonstrateleadershipbydiscouraginggossipDon’tspreadinformationyouaretoldinconfidenceIfthereisarumoraboutyou,confrontthepersonwhostartedtherumor

ChooseaprivateareaintheofficetodoitExpressyourconcern,notangerTheymightnotconfessbutwillhesitatetospreadoutmoreaftertheconversationavoidgossipvideopage72.mpg70掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第70頁(yè)辦公室禮儀8. 防止與同事沖突FocusonresolvingtheissueAcknowledgemutualgoalsandpointsofagreementBeopentocompromiseAddressdifferencesofopinionandstyleface-to-faceDon’tgetpersonalEndtheconversationifitgetsoutofcontrolBringinaneutralthirdpartymediator9. 與上司建立正面關(guān)系DoyourjobwellRespectsupervisor’srankPracticegoodcorporatecitizenshipBediplomaticwithsupervisorsBeenergeticandupbeat,andhaveasenseofhumor71掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第71頁(yè)辦公室禮儀10. 與下屬建立正面關(guān)系Showrespect,bepolite,andrequestinsteadofdemandUsepeople’snamesandgiveclearinstructionsComplimentgoodworkOfferconstructivefeedbackinprivatePracticegoodmannersandacceptcriticismgracefullyEncourageemployeestogainnewskillsandusethecompany’ssupportservices11. 正確地使用互聯(lián)網(wǎng)IdlesurfingcantarnishyourreputationSurfinginappropriateWebsitescanoffendco-workersandcostyouyourjobConductingjobsearchesimpliesthatyou’reunhappywithyourjobWhendownloading,youputyourcompanyatriskforcomputerviruses,securitybreaches,andcopyrightinfringements72掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第72頁(yè)辦公室禮儀12. 常見道德及操手問(wèn)題

PreparingexpensereportsUsingofficesuppliesTakingsickdaysCompletingpersonalbusinessGivingcreditwhereitisdueCorruptionethicsvideopage72.mpg73掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第73頁(yè)辦公室禮儀13. 忠心於企業(yè)及工作Loyalemployeespromotethecompany,defenditagainstcompetition,andhelpitreachitsgoalsNevercompromiseyourethicsforthesakeofloyalty

14. 保密主要Company’sproprietaryinformationEmployees’medicalinformationEmployees’personalinformation,whichincludescompensationissues,legalproceedings,anddisciplinaryactions74掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第74頁(yè)辦公室禮儀15. 常見個(gè)人問(wèn)題Flirting(調(diào)情)intheworkplace

DatngintheworkplaceOfficeromancesSexualharassmentSharingpersonalinformation16.

預(yù)防性騷擾(sexualharassment)Alwaysspeakandactinaprofessionalmanner,evenafterregularworkhoursIfasituationisuncomfortable,removeyourselffromitMakeitcleartotheindividualharassingyouthatthebehaviorisunwelcomeReporttheincidenttotherelevantpersonordepartment75掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第75頁(yè)辦公室禮儀1. 工作坊上禮儀適當(dāng)衣著工作地方佈置合理地用電話擴(kuò)聲器板間房管理辦事房管理建立正面同事關(guān)系防止謠言、閒話防止與同事沖突與上司建立正面關(guān)系與下屬建立正面關(guān)系正確地使用互聯(lián)網(wǎng)常見道德及操手問(wèn)題忠心於企業(yè)及工作保密主要常見個(gè)人問(wèn)題預(yù)防性騷擾2. 商務(wù)溝通禮儀會(huì)議禮儀電話禮儀電話郵箱禮儀電話擴(kuò)聲器禮儀電郵禮儀商業(yè)信件禮儀76掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第76頁(yè)辦公室禮儀1. 會(huì)議前禮儀

MeetingparticipantsTimeofthemeetingLocationofthemeetingNotifyingparticipantsSeatingarrangementsVisualaidsPreparingagendasTakingminutes2.

會(huì)議進(jìn)行中禮儀

RespondtomeetinginvitationsPrepareforthemeetingArriveontimeRespecttheagendaParticipateAvoiddistractingactionsCompletefollow-upactionsmeetingvideopg78.mpg77掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第77頁(yè)辦公室禮儀3. 電話禮儀

ProjectapositiveimageEstablisharapportMakeagoodimpressionReturncallsTransfercallsAvoidputtingacalleronhold4. 自巳電話郵箱禮儀

CustomizeyourgreetingUpdateyourgreetingfrequentlyTellcallershowfrequentlyyoucheckmessagesGivethecalleralternativestelephonevideopg79.mpg78掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第78頁(yè)5. 高效電話郵箱信息

PlanyourmessageSpeakclearlySuggestacall-backtime6. 對(duì)話時(shí)採(cǎi)用電話擴(kuò)聲器AskforpermissionEliminatedistractingbackgroundnoisesSpeakclearly辦公室禮儀79掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第79頁(yè)7. 專業(yè)電郵

Respondtoe-mailmessagesWriteeffectivesubjectlinesUseaprofessionale-mailsignature8. 編寫電郵

Makee-mailmessageseasytoreadProvideacontextReviewyourmessagesRespondlater辦公室禮儀80掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第80頁(yè)辦公室禮儀9. 商業(yè)信件

HeadingorletterheadDateInsideaddressSalutationBodyClosingSignatureblock10. 商業(yè)信件主要郵份AttentionlinesSubjectlinesSecondheadingReferenceinitialsPostscripts81掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第81頁(yè)辦公室禮儀11. 編寫備忘錄

BrieflydescribeyourobjectiveStatewhatshouldhappenGivedetailsofthereader’sresponsibilities12. 編寫不正式信件SenditattheappropriatetimeConsiderthepurposeofthemessageConsidertherecipient82掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第82頁(yè)4.國(guó)際商務(wù)活動(dòng)禮儀EtiquetteatInternationalBusinessFunctions83掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第83頁(yè)Let’sdoAnotherexercise84掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第84頁(yè)Game3

NetworkingSkills你在一個(gè)CocktailParty不繼地找對(duì)象談話，每個(gè)人最少要說(shuō)3分鍾，直致音樂(lè)停下惑要記著對(duì)方名字、職位、及最少兩件他喜歡做事或喜歡人85掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第85頁(yè)國(guó)際商務(wù)活動(dòng)禮儀商業(yè)活動(dòng)禮儀(BusinessFunctions)商務(wù)餐飲禮儀(BusinessDinning)86掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第86頁(yè)國(guó)際商務(wù)活動(dòng)禮儀商業(yè)活動(dòng)禮儀(BusinessFunctions)商務(wù)餐飲禮儀(BusinessDinning)87掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第87頁(yè)國(guó)際商務(wù)活動(dòng)種類Cocktailparties,buffets,receptionsBanquetsTradeshowsandconventionsCountryclubsandmembers-onlyclubsSportingeventsSpectatorsportsTheatre,symphony,ballet,orconcert88掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第88頁(yè)國(guó)際商務(wù)活動(dòng)禮儀RespondingtoaninvitationTakinggueststoafunctionDressingappropriatelyMinglingwithothersHoldingdrinksandfoodwhileminglingDrinkingalcoholatbusinessfunctionsLeavingabusinessfunctionThankingthehostbusinessfunctionspg88.mpg89掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第89頁(yè)國(guó)際商務(wù)活動(dòng)禮儀商業(yè)活動(dòng)禮儀(BusinessFunctions)商務(wù)餐飲禮儀(BusinessDinning)90掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第90頁(yè)枱上餐具(1)ServiceplateDinnerplateSoupbowlsSaladplatesBreadplateNapkins91掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第91頁(yè)枱上餐具(2)FishforkDinnerforkSaladforkSaladknifeDinnerknifeFishknifeSouporfruitspoonCocktailforkDessertspoonandfork92掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第92頁(yè)杯子安排

WatergobletRedwineglassWhitewineglassChampagneflute93掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第93頁(yè)商務(wù)餐飲禮儀AdheretotheseatingarrangementConversationalguidelinesOrderingdrinksandfood94掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第94頁(yè)商務(wù)餐飲種類AmericanContinental95掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第95頁(yè)餐具處理Neverplaceanyutensilthatyouhaveusedonthetable—laythemononyourplateThemannerinwhichyoulayyourutensilsontheplatecansendamessagetothewaitstaff96掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第96頁(yè)餐巾處理UnfoldyournapkinandplaceitinyourlapWhenneeded,patyourlipswiththenapkinLeavethenapkininyourlapduringthemealuntilyouarereadytoleave97掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第97頁(yè)商務(wù)餐飲規(guī)則(1)NevercomplainaboutfoodorserviceSitupstraight,chewwithmouthclosed,anddon’tfidgetIfanitemistoofaraway,asksomeonetopassittoyouDon’twipeyourplatewithyourbreadDon’tcombyourhairorapplymakeupatthetableDon’tpickyourteethinthepresenceofotherscontinued98掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第98頁(yè)商務(wù)餐飲規(guī)則(2)Don’tmakedisparagingcommentsaboutanotherperson’schoiceandquantityoffoodIfthebreadisplacedclosetoyou,passittothosebesideyouWhensomeoneasksforthesaltorpepper,passthesaltandpeppershakerstogether99掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第99頁(yè)常見商務(wù)餐飲難題SomeonehasfoodonhisorherfaceAdrinkisspilledSomethingisinyourfoodAdishisuncleanYoudropautensilorfoodonthefloorYouneedtoexcuseyourselffromthetable100掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第100頁(yè)海外商務(wù)旅遊禮儀EtiquetteinInternationalBusinessTrips101掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第101頁(yè)海外商務(wù)旅遊禮貌Beself-reliantTreatotherswithrespectPreparetravelitineraryinadvancePackappropriateclothes102掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第102頁(yè)海外商務(wù)旅遊–飛機(jī)ShowrespectforpassengersandairlineemployeesPackaccordingtoairlineguidelinesBoardwhencalledDon’tblocktheaisleDon’tcrushothers'luggageDon’tspreadoutyourpapersKeepcallstoaminimum103掌握國(guó)際商務(wù)禮儀的專業(yè)培訓(xùn)教程第103頁(yè)海外商務(wù)旅遊–火車Followthes