国际商务谈判理论与实战PPTChapter 8 Etiquette of International Business Negotiation

国际商务谈判礼仪Chapter8EtiquetteofInternationalBusinessNegotiation

Ininternationalbusinesscommunication,thesuccessorfailureofbusinesstransactionsoftendependsnotonlyonthetradingconditionssuchasproductqualityandpricelevel,butalsoontheattitudetowardscustomers,therequirementsforone’sself,andthemasteryandapplicationofinternationalbusinessetiquette.Ifyouknowtheculturalcustomsoftheotherparty,knowtheinternationalbusinessetiquettepractices,usecertainetiquettetoregulateyourownbehavior,showprettygoodexternalimageandinternalcultivation,performself-confidenceandproperspeechandbehavior,expressfriendshipandgoodwilltocustomers,winrespectandappreciation,andreflectthelevelofcivilizationandsocialfashionofhisowncountryandnation,itwillcertainlyenhancethetrustandfriendshipofbothsidesandpromotethetransaction.国际商务交往中，企业交易的成败往往不仅取决于产品质量、价格水平等交易条件，还取决于对客户的态度、对自己的要求，取决于对国际商务礼仪的掌握和运用，如果了解对方的文化习俗，熟悉国际商务礼仪惯例，用一定的礼仪来规范自身的行为，表现出良好的外在形象和内在修养，言谈举止自信得体，向客户表达友好和善意，赢得尊重和欣赏，同时又反映出自己国家、民族的文明程度和社会风尚，必将增进双方的信任和友谊，促进交易达成。Section1DressEtiquette

第1节服饰礼仪Dressetiquetteisthemostbasicetiquetteininternationalbusinessnegotiation.服饰礼仪是国际商务谈判中最基本的礼仪。Darkcolorissuitableforinternationalbusinessnegotiationoccasion.Themonochromeclothingofblack,darkblue,grayanddarkbrowncanbeconsideredtogivetheimpressionofpreciseness,steadinessandmaturitytothenegotiationopponents.国际商务谈判场合的着装颜色以深色调为宜，可考虑选择黑色、深蓝色、灰色、深褐色的单色服装，给予谈判对手严谨、稳重、成熟的印象。1.Dressing着装Negotiatorsshouldchoosesuitableclothesaccordingtotheirowntemperamentandbodycharacteristics.Intermsofthestyleofclothing,althoughtherearemanystylesofclothingforallnationalitiesintheworld,men'ssuitsandwomen'ssuitshavebecomethegenerallyrecognizeddressonthenegotiationtable.谈判者应根据自身的气质、体型特点，选择适宜的着装，从服装的样式来讲，尽管世界各国各民族的服装样式繁多，但男士西服正装和女士西服套裙已成为谈判桌上普遍认可的着装。Thejacket,trousersandvest(ifany)ofmen'ssuitshallbemadeofthesamematerial.Whenwearing,itisnotallowedtoputonsweatersandexposeunderwear,rollupsleevesandturnoversleeves.Itisrequiredtoweartieorbowtie.Meanwhile,itisalsorequiredtowearleathershoeswithcoordinatedcolorandstyle.Itisnotallowedtoweartouristshoesandsportsshoes.男士西装的上衣、长裤、西装背心（如有）需用同种材质的面料，穿着时不可内套毛衣和外现内衣，不可卷袖和翻袖，应佩戴领带或领结，同时配穿颜色款式协调的皮鞋，不可穿旅游鞋和运动鞋。Womenusually

wearsuitsandskirts.Insummer,theycanalsoweardressesorlong(short)sleeveblouses

withskirtsortrousers.Inotherseasons,theycanalsowearsweaterssuitswithwindcoats

orcoats.Women'sclothingshallnotbeexposed,transparent,ultrashortortoolong.Suspendersshallnotbeworn.Underwearshallnotbeexposed.Whenwearingskirts,theopeningofsocksshallnotbeexposed.Longtubesilkstockingsshallbeworn,butmeshstyleshallnotbeworn.Thecolorshallbeappropriateandintact.Thecolorandstyleofshoesandhatsareharmonious.It'sbetternottowearsandals,especiallyslippersandalswithoutbackbelt.女士着装一般以西装套裙为佳，夏季也可着连衣裙或长（短）袖衬衫配裙子或西裤，其他季节也可着毛衣套装外配风衣或大衣。女装不可暴露，不可透明，不可超短也不宜过长，不可穿着吊带装，内衣更不可外现，穿裙装时袜口不能露在外，应穿长筒丝袜，但不可穿网眼款式，颜色得体，无残破。鞋帽色泽款式协调，最好不穿凉鞋，特别是无后带的拖鞋式凉鞋。2.

Jewelry首饰Whenwearingjewelryininternationalbusinessnegotiations,womenshouldpayattentionto:Thestyleof

jewelryshouldnotbeexaggerated,withlessasthebest,worn

onthe“finishingpoint”.Thecolorofjewelryshouldbecoordinatedwiththedress.Thewearingofjewelryisinlinewiththeconvention.Forexample,aringisusuallyonlywornonthecorrespondingfingerofthelefthand,marriedontheringfingerandunmarriedontheforefinger.Don'tweararoughone.女士在国际商务谈判中佩戴首饰应注意：首饰的款式不应夸张，以少为佳，画龙点睛。首饰的色泽应与着装协调。首饰的佩戴符合惯例，比如，戒指一般只戴一枚，戴在左手对应的手指，已婚戴在无名指，未婚戴在食指。不戴制作粗糙的首怖。3.

Makeup化妆Ladiescanmoderatelymakeup,make-upshouldnotbetoothick,especiallynottousestrongfragrancecosmetics.Neverlookinthemirrorandmakeupinfrontofpeople.女士可适度化妆，妆不宜过浓，尤其不可使用浓香型化妆品。切忌在众人面前照镜子和补妆。Section2MeetingEtiquette

第2节会见礼仪Theetiquetteofthebasicmeetingactivitiesofinternationalbusinessnegotiations,suchaswelcomeandseeingoff,meeting,andtalking,areasfollows.迎送、见面、交谈等国际商务谈判的基本会见活动的礼仪惯例如下。1.

Welcomeandseeingoff迎送（1）Determinationofwelcomestandards确定迎送规格Forvisitingguests,comprehensiveconsiderationandarrangementshallbemadeaccordingtotheiridentityandstatus,aswellasthenatureofthenegotiationandtherelationshipbetweenthetwoparties.Thereshouldnotbetoomanyushersandescorts.Generally,theidentityandstatusofthemainushersandescortsshouldnotbefarfromtheotherside.Itisappropriatetobe

counterpartandequal.Ifthepartiescannotappearforsomereason,theycanbereplacedbythepersonswithequivalentpositionsordeputypositions,buttheymustexplaintotheotherside.Sometimes,theycanarrangetheushersandescortsinanunusualwaybasedonthedevelopmentoftherelationshipbetweenthetwosidesorotherneeds.对来访客人，要视其身份和地位以及谈判的性质和双方的关系等综合考虑安排。迎送人员不宜过多，通常主要迎送人的身份和地位要与对方的差距不大，对口、对等为宜，当事人因故不能出面，可由职位相当人士或副职代替，但须向对方作出解释，有时从发展双方关系或其他需要出发，可破格安排迎送。（2）Masteryofarrivalanddeparturetime掌握抵离时间Whengreeting,youshouldwaitbeforethearrivaloftheguests,andwhenseeingoff,youshouldarrivebeforeboarding

flight

(train,ship).迎接时应在来客抵达之前等候，送行时应在客人登机（车、船）之前到达。（3）Otherconsiderations注意其他事项Assignspecialpersonneltoassisttheguestsinhandlingtheentryandexitprocedures,ticketbusiness,luggagecheck-inandotherprocedures.指派专人协助客人办理出入境手续及票务、行李托运等手续。Duringthereception,leavetheairport(station,wharf),asktheguesttogetontherightsideofthereceptionvehicleandenterthebackofthevehicletotakeaseat,thehostgetsontheleftsideofthevehicle,theinterpretertakestheseatontherightsideofthedriverinthefrontrow,thesameaswhenreturning.接访时，离开机场（车站、码头），请客人从接待车辆的右侧车门上车入车辆的后排就坐，主人从左侧车门上车，翻译坐前排司机右边的座位，送归时同。Whenguestsarriveatthehotel,don'tarrangeactivitiesimmediately

andgivethemtimetorest,batheandchangeclothes.来客抵达入住酒店，一般不马上安排活动，给予客人休息、沐浴、更衣的时间。2.Meeting见面（1）Introducing介绍Usually,thehostpartywithahigherstatusorthehostnegotiatorintroducesthewelcomepersonnelandnegotiationmemberstothevisitorsfirst,andthentheotherpartydoes.Thegeneralorderofpresentationiswomenfirstandhighstatusfirst.通常由东道主一方身份职位较高者或主谈人先将本方欢迎人员、谈判成员介绍给来客，之后对方再介绍。介绍的一般顺序是女士优先，身份职位高的优先。Whenmakingaformalintroductiontotheotherparty,thehonorificnameoftheotherpartyandthesurnameorfullnameoftheotherpartyshallbeused.Forexample,theotherpartyisDr.JohnKnox,generalmanagerofacompanyfromLondon,UK.YoucanintroduceLiPei,deputymanagerofyourexportdepartment,asfollows:"DoctorKnox,Mr.managingdirector,pleaseallowmetointroducedeputymanagerofourexportdepartmentLiPeitoyou."在向对方做正式介绍时，应使用对方的尊称和对方的姓或完整姓名。比如，对方是来自英国伦敦某公司的总经理JohnKnox博士，可以这样向对方介绍本方的出口部副经理李沛：“DoctorKnox,Mr.Managingdirector,pleaseallowmetointroducedeputymanagerofourexportdepartmentLiPeitoyou.”（2）Greeting致意Handshakeisacommongreetingetiquetteintheworld.Insomecountries,bowing,kissing,hugging,andcombininghandsarealsousedtogreet.Ifthetwosidesarefaraway,raiseyourrighthand,smileandnod.握手是国际上通用的见面致意礼节，有些国家还采用鞠躬、亲吻、拥抱、双手合十等方式致意。如果双方相距远，可举右手，微笑、点头致意。（3）Businesscardsexchange名片交换①

Businesscardsaregenerallydesignedintwolanguages,oneisthenativelanguage,theotherisEnglish,usuallyprintedontwosides.

①名片设计一般采用两种语言，一种是本国语言，另一种是英语，通常正反两面印制。②

Thebusinesscardisusuallyplacedinaspecialbusinesscardbox,whichisthenplacedinabriefcaseorothersuitablelocationforeasyaccessatanytime.

②名片一般放在专门的名片盒内，名片盒再放入公文包内或其他合适的位置，以便随时取用。③

Theexchangeofbusinesscardsisgenerallycarriedoutatthefirstmeeting.Aftertheguestsareintroduced,theyfirsthandoverthebusinesscard.Whenhandingoverthebusinesscard,itisusuallyadvisabletohandoutthebusinesscardwiththeEnglishsidefacingupandthenativelanguagesidefacingdown.

③名片交换一般在初次见面时进行，客人被介绍之后先递名片，递名片时通常把英文的那面朝上，本国文字的那面朝下，双手递出为宜。④

Toacceptabusinesscard,youshouldexpressgratitude,nodandsmile,readitcarefully,andputitinyourownbusinesscardboxorclipitontothedocument.Ifyoureceivemorebusinesscardswhenyouattendthemeeting,youcanspreadthemoutonthetableandmatchthemwithpeople,andputthemawayattheendofthemeeting.④接受名片应表示感谢，点头微笑，认真阅读，郑重放入自己的名片盒内或夹到文件上。如果参加会谈时接到的名片较多，可将名片在桌上摊开并将名片与人对号，会谈结束时再将名片收起放好。（4）Conversationandbehavior谈话与举止①

Whattotalkabout.Generallyspeaking,wedonottalkaboutirrelevanttopics,

andthecontentdoesnotinvolvepersonalprivacy,absurdity,andobscenity.

①谈话内容。一般不谈无关话题，内容不涉及个人隐私、荒诞离奇、黄色淫秽。②

Talkdistance.Informalnegotiation,twosidesare

generallyseparatedbythenegotiationtable

to

talktoeachother.Ingeneralconversation,thereisnofixeddistancebetweenthetwoparties,it'sbettertofeelnatural,comfortableandclearlyheard.

②谈话距离。正式谈判一般隔开谈判桌，两厢对坐商谈。交谈距离没有一定之规，以双方感觉自然、自在和听得清为宜。③

Gesturesinconversation.Themovementshouldnotbetoolarge,thegestureshouldbecivilized,andtherange

shouldbe

appropriate.Don'tslaporpullthe

otherpartycasually.Don'tpointyourfingersatthe

otherortakeapen,rulerandotherthingstopointatthe

other.Whentheotherpartyspeaks,heshouldnotlookleftandright,beabsent-minded,ordocasualactionssuchaslookingatyour

watch,stretching,orplayingwiththings.③谈话时的动作手势。动作不宜过大，手势文明，幅度合适。不随便拍打、拉扯对方，不用手指指对方或拿笔、尺子等物指对方。对方发言时不能左顾右盼、心不在焉，不应做看手表、伸懒腰、玩东西等漫不经心的动作。Section3BanquetEtiquette

第3节宴会礼仪Banquetandgoingtobanquetaretwoaspectsofbanquet,andweshouldalsolearntomasterrelevantetiquette.宴请与赴宴是宴会的两个方面，也应学习掌握相关礼仪。1.

Banquet宴请（1）Banquetmethod宴请方式Accordingtotheimportanceofthetransaction,cost,timeandotherfactors,chooseformalbanquet,informalbanquet,familybanquetandworkmealandotherforms.根据交易的重要程度、费用、时间等因素，选择正式宴会、便宴、家宴和工作餐等形式。（2）Nameofinvitationand

invitee邀请名义和对象Thenameoftheinvitationdependsonthereason.Itismainlybasedontheidentityofthehostandtheguesttodeterminewhomisinvited,theidentityofthehostandtheguestshouldbeequal.因事由而定邀请名义。主要依据主、客双方的身份，确定邀请对象，主、客的身份应对等。（3）Invitationscope邀请范围Accordingtothenatureofthebanquet,thewaytheotherpartyentertainsus,internationalpractice,etc.,determinetheguestofhonorandaccompanyingpersonnel.按照宴请的性质、对方招待我方的做法、国际惯例等，确定主宾和陪同人员。（4）Timeandplaceofbanquet宴请的时间地点Thetwosidesnegotiatewitheachothertodetermine,customersusuallyfollowthemaster.双方商议确定，通常客随主便。（5）Table

andseat桌次和座次Forasingleroomandsingletablebanquet,thehostandtheguestofhonorsitclosetotheinteriorandfacethedooroftheroom.Generally,theguestofhonor

isarrangedtositontherightsideofthehost'sseat.Otherpeopleonthehostsideandotherguestssitnexttoeachother.Thepositiondeterminesthedistancefromthehost's

seat.

Incaseofmultipletables,thetablenumberisdeterminedbythedistancefromthemaintable.单间单桌的宴请，主人和主宾坐在靠里边朝向房门的位置，一般安排主宾坐在主人的右手边，东道主方面的其他人和其他客人两两相邻而坐，职位的高低决定离主人的座位的远近。多桌的情况下，以离主桌位置远近决定桌次高低。（6）Dishselection选菜Themainconsiderationisthetaboosandpreferencesoftheguestofhonorandotherguests.Itisbettertoopenamenuinadvanceandaskfortheconsentoftheotherparty.Thebanquetshouldnotbetooluxurious.主要考虑主宾和其他客人的禁忌与喜好，最好事先开立菜单，征求对方同意。宴请不宜追求过分豪华气派。2.

Goingtobanquet赴宴（1）Invited应邀Ifyouareinvitedtoattend,youshouldreplyassoonaspossible.Afteracceptingtheinvitation,itshouldnotbechangedatwill.接到邀请，能否出席，应尽早答复。接受邀请后不宜随意改动。（2）Timeofattendance出席时间Beinglate,leavingearlyandstayingtooshortarealldisrespectfulbehaviors.迟到、早退、逗留时间过短，都是失礼行为。（3）Seated入座Sitatthetableandseatarrangedbythehost.按东道主安排的桌次、座次就坐。（4）Eating进餐Whenthehostannouncesthestart

ofbanquet,themealwillbegin.Wheneating,keepaproperdistancebetweenthebodyandthetable,soastofacilitatethefoodandnotaffecttheadjacentseats.Trytoavoidburping,sneezing,yawningandsoon,ifyoucan'tit,cover

yourmouthandnosewithnapkin.主人招呼即可开始进餐。用餐时，身体与餐桌之间保持适当的距离，以方便取食物和不影响邻座为宜。尽量避免打嗝、打喷嚏、打哈欠等，无法忍住，应用餐巾纸遮住口鼻。（5）Drinking饮酒Whenthehostandtheguestproposeatoastandmakeaspeech,youshouldstopeating,talking,listeningandpayingattentiontothehostortheguest.Youshoulddrinkinmoderationandnotforceotherstodrink.在主人和主宾敬酒、致辞时，应暂停进餐，停止交谈，注意倾听，并向主人或主宾行注目礼。自己饮酒要适量，不能勉强他人饮酒。（6）Teaorcoffee喝茶或咖啡Whendrinkingteaorcoffee,youshoulduseyourlefthandtopickupthesaucerorcoffee

plate,anduseyourrighthandtopickupthecup.Donotscoopupteaorcoffeetodrinkwiththeteaspoonorcoffeespoon.喝茶或喝咖啡时，要用左手端起茶碟或咖啡碟，右手端杯喝。不要将搅拌用的茶匙或咖啡匙把茶或咖啡舀起来喝。（7）Talk交谈Payattentiontothetalkwithpeopleatthesametable,especiallytheleftandrightneighbors.Youshouldintroduceeachotherandtalkbriefly.注意与同桌的