國際商務(wù)禮儀

1、1,“掌握國際商務(wù)禮儀”International Business Etiquette培訓(xùn)班,湛家揚(yáng) Toa Charm首席顧問IQ Strategy July 18, 2006,2,課程目的,金蝶集團(tuán)的客戶及市場(chǎng)愈來愈國際化，其管理人員很多的機(jī)會(huì)與外國客戶和合作伙伴溝通。 要有效地與這些外國人合作，金蝶的行政人員必需要理解外國的文化，習(xí)慣，語言，溝通方法，演講方式，等等。 在這課程裡，學(xué)員會(huì)學(xué)習(xí)最必需的國際商業(yè)禮儀，

2、使他們能有效地與外國人一起交流及合作。 參加者也會(huì)學(xué)習(xí)在正式和非正式的場(chǎng)面上與外國人會(huì)晤時(shí)應(yīng)怎樣表現(xiàn)及應(yīng)對(duì)，如國際衣飾準(zhǔn)則，進(jìn)餐禮儀，電子郵件禮儀，會(huì)議形式，等等。這課程的主要目的是透過裝備金蝶管理人員的國際商業(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)手的差異度，及增強(qiáng)整體金蝶對(duì)外國競(jìng)爭(zhēng)對(duì)手的競(jìng)爭(zhēng)力。,3,課程大綱,國際商務(wù)禮儀的重要性Importance of International Business Etiquette

3、國際國際溝通的技巧及禮儀Etiquette in International Communication國際辦公室禮儀Etiquette in International Office國際商務(wù)活動(dòng)禮儀Etiquette in International Business Functions海外商務(wù)旅遊禮儀Etiquette in International Business Trips認(rèn)識(shí)及広對(duì)國外媒體Hand

4、ling of Foreign Media,4,,Let’s seea video first!,2004 Kingdee Cocktail 1'44''.DAT,5,,1. 國際商務(wù)禮儀的重要性Importance ofBusiness Etiquette,6,什麼是國際商務(wù)禮儀,國際商務(wù)禮儀是人們?cè)趪H交往中共同采用并遵守的一些通用的禮儀做法，或者說是與人際交往相關(guān)的國際慣例。遵循國際禮儀，可以有效

5、地避免因?yàn)楦髯缘奈幕?、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的專業(yè)行為守規(guī)。若能有效地広用, 你及你的同事客戶及合作夥伴的工作生活會(huì)更成功及喜悅。,7,為什么學(xué)國際商務(wù)禮儀?,對(duì)個(gè)體使個(gè)人的言行在社會(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)高低和有無教養(yǎng)的尺度傳播正確溝通信息提高辦事效率個(gè)人的事途的成與敗建立個(gè)人國際人際網(wǎng)絡(luò)對(duì)組織塑造組

6、織國際形象、從而提高其國際競(jìng)爭(zhēng)力擴(kuò)闊公司的際客戶及合作夥伴網(wǎng)絡(luò)輿同事、下屬、上司、合作成功、從而提高其團(tuán)結(jié)性,8,,2. 國際溝通技巧及禮儀Etiquette inInternational Communication,9,2. 國際溝通技巧及禮儀,塑造專業(yè)形象見面禮儀成為國際溝通高手,10,2. 國際溝通技巧及禮儀,塑造專業(yè)形象見面禮儀成為國際溝通高手,11,,Let’s doa warm-up exer

7、cise,12,Game 1Professional Image,把你的右手手掌畫在紙上寫下你認(rèn)為自巳的形象是什麼的在你的手掌印上？ 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)間找到你抽到的那個(gè)人？,13,塑造專業(yè)形象Professional Image,14,塑造專業(yè)形象Professional Image,自巳,公司,,,你代表公司時(shí)，公司亦代表你不管

8、你喜歡你的公司及工作， 你的形象對(duì)你現(xiàn)在及將來的事途影響深遠(yuǎn)無論何時(shí)何地都要保持你的專業(yè)形象,15,塑造專業(yè)形象Professional Image,第一印象 (First Impression)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 (verbal)68%的態(tài)勢(shì)語 (non-verbal),16,塑造專業(yè)形象 - 基本素養(yǎng),商務(wù)服飾禮儀商務(wù)儀容禮儀商務(wù)儀態(tài)

9、表情神態(tài)禮儀商務(wù)語言禮儀,17,,服飾與商業(yè)尊重商務(wù)對(duì)象適應(yīng)工作需要塑造企業(yè)形象提高個(gè)人素質(zhì),塑造專業(yè)形象 -商務(wù)服飾禮儀,18,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,塑造專業(yè)形象 -商務(wù)服飾禮儀,穿著得當(dāng)忌過分裸露忌過分透薄忌過分瘦小忌過分艷麗飾品適宜,19,男士基本要求不求華麗、鮮艷；“三色”原則著西裝八忌：西褲過短襯衫放在西褲外不扣襯衫扣西服袖子長于襯衫

10、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,塑造專業(yè)形象 -商務(wù)服飾禮儀,20,男士西服的選擇和穿著面料、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)帶和襯衫的搭配鞋子：光亮、有形、保養(yǎng)襪子：著深色或與西服顏色相類似的襪子,塑造專業(yè)形象 -商務(wù)服飾禮儀,21,男士佩飾領(lǐng)夾袖口眼鏡手表皮夾手帕古龍水皮帶

11、公文包,塑造專業(yè)形象 -商務(wù)服飾禮儀,22,女士著西裝時(shí)要注意“六不”套裝不允許過大或過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)服飾禮儀,23,服飾裝扮溫和的表情，化妝清淡以自然為原則保持指甲的清潔套裙的選擇面料、色彩、圖案、點(diǎn)綴、尺寸、造型、款式套裙的穿法長度適宜、穿著到位、考慮場(chǎng)合、協(xié)調(diào)裝飾、兼顧舉止褲子與裙長以適中為原則,塑造專業(yè)形象 -商務(wù)服

12、飾禮儀,24,短裙穿長襪，長褲著短襪盡量不穿著無袖的衣服不穿著涼鞋、運(yùn)動(dòng)鞋或露趾的拖鞋佩飾少而精香水皮包,塑造專業(yè)形象 -商務(wù)服飾禮儀,25,行政女性的六類時(shí)尚衣裝及膝裙針織毛衣灰色系列的直筒長褲無袖連衣裙隱形鈕扣西裝外套紅色衣裝---成熟的感應(yīng),塑造專業(yè)形象 -商務(wù)服飾禮儀,26,工作日用品的選擇計(jì)算器 Notebook Computer書寫筆 PenPDA記事簿 Note Book (Writing

13、)Business Cards and Card HolderBagWalletsCar紙巾梳子化妝盒,,塑造專業(yè)形象 -商務(wù)服飾禮儀,27,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,28,局部修飾眉部的修飾眼部的修飾耳部的修飾鼻部的修飾口部的修飾,塑造專業(yè)形象 - 商務(wù)儀容禮儀,29,發(fā)部修飾禮儀確保發(fā)部的整潔慎選發(fā)部的造型注意發(fā)部的美

14、化,塑造專業(yè)形象 - 商務(wù)儀容禮儀,30,化妝修飾守則：淡雅、簡潔、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、技法出錯(cuò)、慘狀示人、崗上化妝、指教他人,塑造專業(yè)形象 - 商務(wù)儀容禮儀,31,站姿行姿蹲姿 (不符合國際商務(wù)禮儀標(biāo)準(zhǔn))坐姿,,塑造專業(yè)形象 - 商務(wù)儀容禮儀,32,站姿禮儀：挺，直，高為顧客商務(wù)的站姿不良站姿身軀歪斜彎腰駝背趴伏

15、倚靠雙腿大叉腳位不當(dāng)手位不當(dāng)半坐半立渾身亂動(dòng)頂書訓(xùn)練,塑造專業(yè)形象 - 商務(wù)儀容禮儀,33,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,不當(dāng)行姿橫沖直撞悍然搶行 阻擋道路 不守秩序蹦蹦跳跳 奔來跑去 制造噪音 步態(tài)不雅,34,行姿運(yùn)用的特例陪同引導(dǎo)本人所處方位行進(jìn)速度 及時(shí)的關(guān)照提醒 采用正確的體位 上下

16、樓梯走指定樓梯減少樓梯上的停留“右上右下”禮讓客戶,進(jìn)出電梯 要使用專用的電梯 要牢記住“先出后進(jìn)”要照顧好商務(wù)對(duì)象 要尊重周圍的乘客 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,35,蹲、坐禮儀蹲姿注意事項(xiàng)不要突然下蹲不要距人過近不要方位失當(dāng)：在人身邊下蹲，側(cè)身相向不要毫無遮掩不要蹲在椅子上不要蹲著休息說明

17、：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,36,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)向周圍人致意毫無聲息以背部接近座椅離座先有表示注意先后起身緩慢站好再走從左離開,,塑造專業(yè)形象 - 商務(wù)儀容禮儀,下肢的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,37,下肢的體位

18、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,38,手、臂勢(shì)禮儀常用手勢(shì)正常垂放自然搭放手持物品遞接物品展示物品招呼別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,39,主要規(guī)則表現(xiàn)謙恭表現(xiàn)友好表現(xiàn)適時(shí)表現(xiàn)真誠重在面部眼神,塑造專業(yè)形象 - 表情神態(tài)禮儀,笑容可以調(diào)節(jié)情緒可以消除隔閡可以獲取回報(bào)有益身心健康,40

19、,禮貌用語問候：統(tǒng)一問候、由尊而卑、由近及遠(yuǎn)迎送請(qǐng)托致謝征詢推托：道歉式、轉(zhuǎn)移式、解釋式道歉,塑造專業(yè)形象 - 商務(wù)語言禮儀,41,文明用語禮儀稱呼恰當(dāng)按職務(wù)或社會(huì)職業(yè)區(qū)分對(duì)象照顧習(xí)慣有主有次嚴(yán)防犯忌口齒清晰用詞文雅,塑造專業(yè)形象 - 商務(wù)語言禮儀,42,,Let’s takea break (15 minutes),43,2. 國際溝通技巧及禮儀,塑造專業(yè)形象見面禮儀成為國際溝通高手,44

20、,,Let’s doAnother exercise,45,Game 2Introducing Skills,三人一組一個(gè)是上司; 一個(gè)是下屬；一個(gè)是客戶請(qǐng)互相介紹寫下自巳的感受及發(fā)現(xiàn)交換角色，總共做3次,46,見面禮儀,見面程序問候致意介紹握手引導(dǎo)　交換名片,47,見面程序 - 問候,中文早上好(上午10點(diǎn)以前)您好晚上好(太陽落山之后)歡迎光臨請(qǐng)多關(guān)照多多指教英文How are yo

21、u? How do you do? How are you doing? Howdy?Good Morning, Good Afternoon, Good EveningHave a good day! Have a good night!You too! 問候時(shí)，最好用他人的名字 e.g. John, 李先生, Mr Maxwell, etc.,48,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

22、陌生人認(rèn)識(shí)時(shí)非商務(wù)場(chǎng)合別人為你上茶時(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,49,見面程序 - 介紹,介紹自己——推介自己介紹自己前問候?qū)Ψ矫骼?、爽快、速度稍慢、流暢而不可炫耀e.g. How are you? I don’t think we have met before. I am John Lee from Kingdee介紹他人——為他人架起溝通的橋梁原則：先提

23、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,50,見面程序 - 介紹他人的次序,首先把：年輕的介紹給年長的；男子介紹給女子；低職位的介紹給高職位的 (overide others)未婚的介紹給已婚的；與自己熟悉、關(guān)系密切的介紹給與自己不熟、關(guān)系不密切的；,51,見面程序 - 握手,握手時(shí)的姿態(tài)女士握位：食指位男士握位：整個(gè)手掌一般關(guān)系，一握即放三手相握，四手相握屈前相握,52,見面程序 -

24、 握手的注意事項(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；不可用力過度。,男女之間，女士先；長幼之間，長者先；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。,53,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)的手勢(shì)電梯引領(lǐng)：先進(jìn)后出原則,54,見面程序 - 名片禮儀,名片的準(zhǔn)備名片不要和錢包、筆記本

25、等放在一起，原則上應(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的清潔、平整,55,見面程序 - 名片禮儀,接受名片必須起身接收名片應(yīng)用雙手接收接收的名片不要在上面作標(biāo)記或?qū)懽纸邮盏拿豢蓙砘財(cái)[弄接收名片時(shí)，要認(rèn)真地看一遍不要將對(duì)方的名片遺忘在座位上，或存放時(shí)不注意落在地上,56,遞名片次序：下級(jí)或訪問方先，被介紹方先遞名片時(shí)，應(yīng)說些“請(qǐng)多關(guān)照”、“請(qǐng)多指教”之類的寒喧語互換名片時(shí)，應(yīng)用右

26、手拿著自己的名片，用左手接對(duì)方的名片后，用雙手托住,,見面程序 - 名片禮儀,57,要看一遍對(duì)方職務(wù)、姓名等遇到難認(rèn)字，應(yīng)事先詢問在會(huì)議室如遇到多數(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)方的職務(wù)、職稱，如“X經(jīng)理”、“X教授”等。無職務(wù)、職稱時(shí)，稱“X先生”、“X小姐”等，而盡量不使用“你”字，或直呼其名,見面程序 - 名片禮儀,58,名片交換的時(shí)間、方式、途徑勿把自己的名片強(qiáng)遞給每一個(gè)見面的高級(jí)主管，除非他主動(dòng)

27、向你索取勿太早遞出你的名片，尤其是面對(duì)完全陌生的人和偶然認(rèn)識(shí)的人勿在一大堆陌生人中散發(fā)你的名片，應(yīng)在商業(yè)性社交場(chǎng)合交換名片參加同業(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)、過時(shí)或骯臟的名片給人用餐期間一般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)和如何使你的名片個(gè)性化,見面程序 - 名片禮儀,59,2. 國際溝通技巧及禮儀,塑造專業(yè)形象見面禮儀成為國際溝通高手

28、,60,成為國際溝通高手,多做一些 The “Do”sBe prepared and do your research before any dialogs or eventsTopicsMajor and target persons to talk to and their backgroundsBe attentive Be a good listenerBody language to show interest

29、Asking QuestionsGive and accept complimentsShow a sense of humorWatch out Non-verbal cues of others watch out boring and uncomfortable sign少做為好 The “Don’t”sDon’t repeat gossip Don’t talk any sensitive issues e.g

30、. personal issues, religion, politics, sex, money, healthDon’t interrupt others Don’t correct errors of fact, grammar, or pronunciation Respect for ethnic, cultural, and gender differences,61,體育 Sporting events Amer

31、ican: NBA, Baseball, American Football, Ice Hockey, TennisEuropean: Soccer, Ruby, Cricket, Car Racing, Golf最新世界新聞 Current news Economic, Political, Entertainment, Environmental最富有的、 最出名的、最窮的 The Famous, the Rich, t

32、he Poor工業(yè) Industry Trends and Latest Moves of the Large Companies including yours科技 Latest Technologies書及網(wǎng)站 Best-selling books and web sites關(guān)於當(dāng)天或場(chǎng)地發(fā)生的事 Topics about the event Organizer, Food, Ceremony, Invitees,

33、 Performers, Weather, Logistics Arrangement,成為國際溝通高手溝通的話題,Don’t talk any sensitive issues to the persons, companies, nations, races, cultures,62,成為國際溝通高手說錯(cuò)了什辦?,馬上改 Deal with the situation immediatelyIf you don’t, it w

34、ill leave a bad impression and will be embarrassing next time you meet the same person(s)自嘲 Make a self-deprecating joke 改變?cè)掝} After recovering the issue, steer the conversation to another topic 簡單謙意信 Send a note of

35、 apology,63,,3. 辦公室禮儀Workplace Etiquette,64,辦公室禮儀,1.工作坊上的禮儀適當(dāng)?shù)囊轮ぷ鞯胤降膩阎煤侠淼赜秒娫挃U(kuò)聲器板間房的管理辦事房的管理建立正面的同事關(guān)系避免謠言、閒話避免與同事的沖突與上司建立正面的關(guān)系與下屬建立正面的關(guān)系正確地使用互聯(lián)網(wǎng)常見的道德及操手問題忠心於公司及工作保密的重要常見的個(gè)人問題防止性騷擾,2.商務(wù)溝通禮儀會(huì)議禮儀電話禮儀 電

36、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,辦公室禮儀,1.工作坊上的禮儀適當(dāng)?shù)囊轮ぷ鞯胤降膩阎煤侠淼赜秒娫挃U(kuò)聲器板間房的管理辦事房的管理建立正面的同事關(guān)系避免謠言、閒話避免與同事的沖突與上司建立正面的關(guān)系與下屬建立正面的關(guān)系正確地使用互聯(lián)網(wǎng)常見的道德及操手問題忠心於公司及工作保密的重要常見的個(gè)人問題防止性騷擾,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

37、禮儀商業(yè)信件禮儀,66,辦公室禮儀,1.適當(dāng)?shù)囊轮?(Dress appropriately)Read your company’s “Dress Code” guidelinesIf no company dress code, pay attention to what other wear and make sure your appearance is similarDon’t call too much attent

38、ion to yourselfYour professional dress is a wardrobe for work, not yours.You should want people to notice you because of your hard work, intelligence and dedication, not because of your personal styleDon’t over-dress

39、or under-dress; just conform Business AttireCasual“Business Casual” not = to “Casual Clothing” Watch out what to dress on “causal Fridays” as wellTraditionalConsistent across different companies,67,2.工作地方的佈置 (Dec

40、oration of your workplace)Your desk or room can tell a lot about youLoyaltyCharactersAbilityProfessionalismConsider these factors before you put anything in your officeCulture of your workplaceThe type of work yo

41、u do (e.g. traditional, creative)The level of customer interaction that takes place in your office (e.g. customer-focused)Don’t display obscene and sexist materials, sensitive (political and religious) confidential and

42、 critical company informationCleanliness and tidiness of your desk3.合理地用電話擴(kuò)聲器 (Speakerphone)Irritating to co-workersConfidential information might leak outUse speakerphone in meeting rooms instead of open office,辦

43、公室禮儀,68,4.板間房的管理 Cubicle office arrangement (open office or office without door)Maintain a positive attitudeRespect others’ space, privacy, and timeAvoid making excessive noisee.g. Tapping your pen, playing music lo

44、udly, snapping gums, singing or hummingUse another location for personal or confidential mattersSet boundaries for othersIf your colleagues distract or invades your privacy, ask them politely to stop.5.辦事房的管理 Offic

45、e arrangement guidelines (office with a door)Create a relaxed atmosphere Sitting behind your desk (traditional) is intimidating; seat next to your visitors or set up a roundtableNeutralize negative feelings when works

46、paces differ significantlyVisit others in their cubicle on occasionUse conference roomClose the door only when necessary Avoid from acting as a visible reminder that you have the privacy of an office and working on s

47、omething not good for the othersClose it for confidential discussion or hosting a meeting or an event which needs no interruptionNever slam the doorEarn you a reputation of being confrontational and difficult,辦公室禮儀,69

48、,6.建立正面的同事關(guān)系Demonstrate good mannerse.g Greeting, saying “thanks, please, sorry”, knocking door, return borrowed materials, etc.Respect people’s personal spaceShow respect for rankBe helpful and willing to be helpe

49、dGive and receive compliments graciously,辦公室禮儀,colleague relationship pg 70.mpg,70,辦公室禮儀,7.避免謠言、閒話State politely that you would rather not know Excuse yourself from gossip situations Demonstrate leadership by discou

50、raging gossip Don’t spread information you are told in confidence If there is a rumor about you, confront the person who started the rumor Choose a private area in the office to do itExpress your concern, not angerT

51、hey might not confess but will hesitate to spread out more after the conversation,avoid gossip video page 72.mpg,71,辦公室禮儀,8.避免與同事的沖突Focus on resolving the issueAcknowledge mutual goals and points of agreement Be open

52、 to compromise Address differences of opinion and style face-to-face Don’t get personal End the conversation if it gets out of control Bring in a neutral third party mediator 9.與上司建立正面的關(guān)系Do your job well Respect

53、 supervisor’s rank Practice good corporate citizenship Be diplomatic with supervisorsBe energetic and upbeat, and have a sense of humor,72,辦公室禮儀,10.與下屬建立正面的關(guān)系Show respect, be polite, and request instead of demandU

54、se people’s names and give clear instructionsCompliment good workOffer constructive feedback in privatePractice good manners and accept criticism gracefullyEncourage employees to gain new skills and use the company’s

55、 support services11.正確地使用互聯(lián)網(wǎng)Idle surfing can tarnish your reputationSurfing inappropriate Web sites can offend co-workers and cost you your job Conducting job searches implies that you’re unhappy with your job Wh

56、en downloading, you put your company at risk for computer viruses, security breaches, and copyright infringements,73,辦公室禮儀,12.常見的道德及操手問題 Preparing expense reportsUsing office suppliesTaking sick daysCompleting perso

57、nal businessGiving credit where it is dueCorruption,ethics video page 72.mpg,74,辦公室禮儀,13.忠心於公司及工作Loyal employees promote the company, defend it against competition, and help it reach its goalsNever compromise your

58、ethics for the sake of loyalty 14.保密的重要Company’s proprietary informationEmployees’ medical information Employees’ personal information, which includes compensation issues, legal proceedings, and disciplinary actio

59、ns,75,辦公室禮儀,15.常見的個(gè)人問題Flirting (調(diào)情) in the workplace Datng in the workplaceOffice romancesSexual harassment Sharing personal information 16. 防止性騷擾 (sexual harassment) Always speak and act in a professional ma

60、nner, even after regular work hours If a situation is uncomfortable, remove yourself from it Make it clear to the individual harassing you that the behavior is unwelcome Report the incident to the relevant person or d

61、epartment,76,辦公室禮儀,1.工作坊上的禮儀適當(dāng)?shù)囊轮ぷ鞯胤降膩阎煤侠淼赜秒娫挃U(kuò)聲器板間房的管理辦事房的管理建立正面的同事關(guān)系避免謠言、閒話避免與同事的沖突與上司建立正面的關(guān)系與下屬建立正面的關(guān)系正確地使用互聯(lián)網(wǎng)常見的道德及操手問題忠心於公司及工作保密的重要常見的個(gè)人問題防止性騷擾,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,77,辦公室

62、禮儀,1.會(huì)議前禮儀 Meeting participantsTime of the meeting Location of the meeting Notifying participants Seating arrangements Visual aids Preparing agendas Taking minutes,2. 會(huì)議進(jìn)行中的禮儀 Respond to meeting invitations

63、Prepare for the meeting Arrive on time Respect the agenda ParticipateAvoid distracting actionsComplete follow-up actions,meeting video pg 78.mpg,78,辦公室禮儀,3.電話禮儀 Project a positive image Establish a rapport Mak

64、e a good impression Return calls Transfer calls Avoid putting a caller on hold4. 自巳的電話郵箱禮儀 Customize your greetingUpdate your greeting frequentlyTell callers how frequently you check messages Give the caller a

65、lternatives,telephone video pg 79.mpg,79,5.高效的電話郵箱信息 Plan your message Speak clearly Suggest a call-back time 6. 對(duì)話時(shí)採用電話擴(kuò)聲器Ask for permission Eliminate distracting background noises Speak clearly,辦公室禮儀,80,7.

66、專業(yè)的電郵 Respond to e-mail messagesWrite effective subject lines Use a professional e-mail signature 8.編寫電郵 Make e-mail messages easy to read Provide a context Review your messages Respond later,辦公室禮儀,81,辦公室禮儀,9.

67、商業(yè)信件 Heading or letterhead Date Inside address Salutation Body Closing Signature block 10. 商業(yè)信件的重要郵份Attention lines Subject lines Second-page heading Reference initials Postscripts,82,辦公室禮儀,11.編寫備忘錄 Br

68、iefly describe your objectiveState what should happen Give details of the reader’s responsibilities12.編寫不正式信件Send it at the appropriate time Consider the purpose of the message Consider the recipient,83,,4. 國際商務(wù)