商务沟通礼仪-Chapter Four Business

ChapterFourBusinessCommunicationEtiquette商务沟通礼仪BusinessTravel商务旅行BusinessReception商务接待BusinessNegotiation商务谈判目录CONTENTSBusinessDinner商务宴请BusinessReception商务接待Part2BusinessReceptionHaveacommandoftheetiquettesforreceivingandmeetingwiththeguestsHandlesomeproblemsituationsduringthereceptionCultivatethecross-culturalawarenesswhenmeetingwithpeoplewithdifferentbackgroundsObjectives（学习目标）Afteryouhavestudiedthischapter,youshouldbeabletoBasedonyourunderstandingofbusinessetiquette,judgethefollowingsituationsanddiscussingroups.Testyourself（自我测试）It’scasualFriday,butyou’llmeetwithanimportantclient.DressyourselfasyounormallywouldonFriday—theconceptofcasualFridayiswellunderstood.01Yes

□No□Youhaveabusinessmeetingscheduled,butyou’rerunningalittlelate.Yourclientshavebeenwaitingabout5minutesalready.Youshouldtellyourassistanttotelltheclientsthatyou’llbetheresoon.Betheresoon.02Yes

□No□BusinessReceptionIfyou’remanagingameetingwhenanadversarialrelationshipispresent,trytomakesurethattheseatingismixedtoencourageopendialoganddiscourageanadversarialdialoganddiscourageanadversarialenvironment.03Yes

□No□Basedonyourunderstandingofbusinessetiquette,judgethefollowingsituationsanddiscussingroups.Testyourself（自我测试）Whenyouusheragroupofpeopletoalift,youshouldenterfirsttoensurethesafety,thencomeouttoushereveryonein.Onformalbusinessoccasions,ladies,theelderly&thepeopleinhigherpositionswalkoutoftheliftfirst.04Yes

□No□Whenexchangingnamecards,don’texchangethenamecardwiththeclientsbeforeyourbossorleader.05Yes

□No□BusinessReception

1.IntroductionsBusinessandSocialintroductionsdiffer.Perhapsinsomesocialintroductionstheformatissometimesslightlyflexible.NoflexibilitywithBusinessIntroductions.Introducethemostimportantfirst….always!1.IntroductionsThebasicrulesinsocialintroductionsare:Introduceyourownacquaintancesfirst,guestssecond;Introducethehostfirst,guestsecond;Introducetheyoungfirst,theoldsecond;Introducethemanfirst,womansecond;MainpointsIntroductionHowtointroduceTheresponsetotheintroduction1.Introductions1.IntroductionsComfort,trust,attentivenessandclearcommunicationareresultsofgoodetiquette.Thepurposeofgreetingistoestablishormaintainfriendlycontact,andthepurposeofmannersistomakeyourguestsfeelcomfortable.Inbusinessintroductions,thereisonebasicrule:makesurewhoisthemostimportantpersonandaccordinglydeterminethepeckingorder.Womenareintroducedaccordingtotheirbusinessrank.Whenintroducingpeopleofequalbusinessrank,socialrulesapply—amanisintroducedtoawoman,andayoungerpersontoanolderperson.1.Introductions1.IntroductionsThegeneralorderofprecedenceisasfollows:Introduceanon-officialpersontoanelectedofficial.Introduceapersonfromyourownfirmtoaclientorcustomer.Introduceajuniorexecutivetoaseniorexecutive.Introduceanindividualtoagroupfirst,thenthegrouptotheindividual.1.IntroductionsWhenyouareintroducingpeople,youshouldbecarefulofhowtoaddressthem.Donotusefirstnamesinbusinessintroductions,unlessrequested/invited.Whenintroducingsomeonewiththetitle‘Doctor’,includethetitlewithfirstandlastnamesintheintroduction.Ifyou’reintroducingsomeonewithaspecificrelationshiptoyou,maketherelationshipclearbyadding‘myboss’,‘mywife’.AvoidusingMrs.unlessyouaredefinitelysuresheismarriedandhappy.Useyourspouse’sfirstandlastname.Includethephrase‘mywife/husband’.1.IntroductionsbegracioussmilemakeeyecontactuseclearvoicefirmhandshakepayattentiontonamesneverpointatsomebodysmokechewgumDON’TDOHerearesometipsformannersofintroductionthatshouldberemembered:Do’sandDon’ts1.IntroductionsYourresponse

Standup!Thisshowsrespecttotheotherperson.

Whileatdinnerpartyornegotiationtables,youshouldnodandsmile.

Approachtheotherperson.

Whenthehostorhostessreceivesthegift,heorshewillopenitimmediately.

Smile.

Shakehands.

Shakinghandsistoshowyourtrustandrespect.

Greettheotherpartybyrepeatingtheotherparty’sname.Respondwith‘Howdoyoudo,Mr.Smith?’Or‘Nicetomeetyou.’

Or‘I’veheardsomuchaboutyou,I'mlookingforwardtomeetingyou.’“Goodmorning,Mr.Brown.Howareyou?”2.Greeting“Goodafternoon,Dr.Jones.”or“Goodevening.Howwasyourweekend?”VerbalgreetingNon-verbalgreetingHandshakeBowingKissingHugSalutebyputtingpalmstogether2.GreetingHandshakeHandshakingisthemostcommoninternationalsocialetiquette,anditisthemostpopularmeetingetiquetteininternationalbusinesssettings.2.GreetingThegoodtimetoshakehandsshouldbeWhenyouareintroducedtoothersandwhenyousaygoodbyetoothers,youshouldshakehands.Whenthevisitorcomesintoyourroomoroffice,youshouldshakehandstoshowyourwelcome.Whenyougotomeetyourclient.Whenotherssendyourgifts.Whenyougotoattendthereceptionsorpartiesandwhenyoutakeleave.Ahandshakegenerallytakesthreetofiveseconds.2.GreetingHandshakeThehandshakingmustbefirmthestrengthisapprox.twokilos.Nevershakehandswithsweatypalms.Righthandmustbeusedtoholdanotherrightone.Remembertotakeoffgloves,sunglassesandcaps.Whenshakinghands,weshouldfixoureyesoneachotherandsmile,accompaniedbythegreetings“nicetomeetyou”.GeneralRulesBowingisalwaysusedinJapan,Korea,andSouthKorea.Itisoftenusedforshowingrespectandgreetingtoothers.2.GreetingBowingInChina,bowafteraspeech,performanceandwinninganawardorwhenataweddingorafuneral.Whenbowing,takeoffyourhatandstandatattention,lookattherecipientandbendforward.Men'shandsshouldbepostedonthesidesathistrousersandwomen'shandsplacedownbeforestomach.2.GreetingInEuropeancountries,peopledonotbowfrequently.Thelowertheamplitudeofbending,themorerespectyoushow.BowingKissingisaverypersonalwayofsayinghello-takecarewhenusingthisinbusinesssituations.ThepeckontheCheek—hasbecomesowidespreadthatithasspilledoverintotheformalbusinessenvironment.Kissing2.GreetingSocialkissingcanbeawkwardandconfusing.Bothmenandwomensaythattheyareoftenunsureaboutjustwhomtokissandunderwhatcircumstances.Kissesexchangedinthecontextofbusinessmeetingsthataresocialinnature,suchasbanquetsandconventions,maybeacceptable.2.GreetingToavoidproblems,secretariesandfemalemanagersshouldnotinitiatethecorporatekiss,particularlyinacross-culturalenvironment.Whenapproached,reciprocateonlywithapeckononecheek.Takeintoconsiderationtheoccasionandthesetting.KissingThoseexchangedinpurebusinesssettingssuchasconferenceroomsofofficesshouldbereplacedwithahandshake.HugInwesterncountries,especiallyinEuropeans,huggingisoneofthemostpopularetiquettes.Ahugisalsousedwhenpeopleareexcited,greet,congratulatetoothers.2.GreetingInAsiancountries,exceptwithsomeminorities,ahugisseldomused.Onfirstmeeting,ahugisseenasoverenthusiasticandimpolite.Informalbusinessoccasions,hugisararechoice.Inprivatemeetingsometimesbusinessmenmayhugtobuildupmoreintimaterelationship.Salutewithjoinedpalms2.GreetingSalutewithputtingpalmstogether合十礼AtpresentitisstillusedbyBuddhistandworshipersinsomeAsiancountries,eveninbusinessoccasions.The“salutewithputtingpalmstogether”isseenasanimportantetiquetteinBuddhism.

3.NameCardsNamecardsareanecessityinbusinesscommunications.Usuallythecolorsofbusinessnamecardsarevariedbutwillhaveacompanylogoandpossiblytheslogantoo.

3.NameCardsThecontentofthecardsincludesCompanynameThedepartmentProfession/titleCardholdername

3.NameCardsCardexchanges,beginwiththelowerincompanyposition,first.Ifmanypeopleareinvolvedinanexchange,itiscarriedoutinaclockwiseorder.Offeryourcardwiththeprintingpositionedsotherecipientcanreadit.

3.NameCardsWhenyouacceptnamecards:StandupSmileKeepeyecontactUsebothhands(atleastrighthand)Carefullyreadthecard(averyimportantstep)AvoidsilenceSaying“Thankyou”GiveyourcardORexplainifnotcarryingacardCardRules

3.NameCardsDon’texchangethenamecardwiththeclientsbeforeyourbossorleader.Carryyourbusinesscards,orplaceanotherperson’sbusinesscardinthepocketsofyourcoatsinsteadofthoseofyourtrousers.Neverplaywithorfoldthenamecardsofothers.Don’twritesomenotesonothers’namecards.

4.TheProcedureofReceivingGuestsPreparationReceptionAttheairportorthestation/Ontheroad/IntheelevatorFormalwelcomeSeeingguestsoffPreparationOnceyouarenotifiedofthedateoftheguests’arrival,contacttheguestsbeforetheysetoutandbegintoprepareforaccommodation.Thendesignatethedelegateswhoaregoingtomeettheguestsattheairportorthestationandinformthemthedataoftheclientsorthebusinesspartnerstheyaregoingtomeet.Whoreceivestheguests?Toshowrespectandsincerity,itisacceptabletodesignatesomeoneinthesamebusinessorwhohasthesameorsimilarrank,titleorstatus.Ifthedesignatedpersoncannotgo,someonehavingsimilarpositionoradeputyofthedesigneecanactonhisbehalf.4.TheProcedureofReceivingGuestsApersonalwelcomeonarrivalinthetownorcountrycreatesapowerfulfirstimpression.ReceptionOnarrival,guestsshouldfeelwelcome.Bookthetransportationinadvancetoensureavailability.Checkactualarrivaltimeoftheflightorthetraintwohoursaheadoftheschedule.Waitaheadofthearrivalandgreetyourguestswhentheplanelandsorthetrainarrives.Attheairportorthestation4.TheProcedureofReceivingGuestsDuringthewaiting,arrangekartsandporters,confirmthewhereluggagewillbedelivered.Meanwhile,informthehoteloftheguests’approximatearrivaltotrytospeeduptheircheck-in.Finally,whenyoumeettheguests,takethemtohotelandmakesuretheysettleincomfortably.4.TheProcedureofReceivingGuestsOntheroadTheetiquetteincarsistoremembertogivetheseatofhonortotheguests.Theseatofhonoristherightoneofthesecondrow.TheVIPseatisbehindthedriverasitisthesafest.4.TheProcedureofReceivingGuestsOnthewayitisconsideratetoinquirewhetheranyhelpisneededandwhatisreallyhisconcernatthemoment:returnbookings,exchanging,changingandwashing,callinghome.Whenallthishasbeensettled,hisorhermindwillbemuchmorereceptivetoyourintendedtourofthebeautiesofthetown.4.TheProcedureofReceivingGuestsScheduleforthenextdaycanbearrangedonthewayorwhenarrivingatthehotel.Deliverasmalltimetablewithessentialtelephonenumberswherethevisitorcancontactsomeoneforhelp,evenoutsidenormalofficehours.4.TheProcedureofReceivingGuestsIntheelevatorWhenyouusherthegueststoalift,theproperordershouldbethatyouenterfirsttoensurethesafetyandthencomeouttoushereveryonein.Onformalbusinessoccasions,ladies,theelderlyandthepeopleinhigherpositionswalkoutoftheliftfirst.Nowadays,itisnotsostrictsometimes.Thoseneartheliftdoorwalkoutfirst.Whenyoutouchothersbychance,animmediateapologywillbeexpected.Itisinappropriatetospeakorlaughinaloudvoice.4.TheProcedureofReceivingGuestsThisshouldtakeplaceinreceptionroomoranysu