商務禮儀

——交往言談禮儀引言人在社會生活中，是難以離開與其他人進行交往的。一個人如果不同其他人進行任何的交往，那么他不是一位神，就是一只獸。換言之，他就不會是一位正常人。

——古希臘先哲亞里士多德

3A原則3A原則3A原則是商務禮儀的立足之本，是基本原則。

3A原則是由美國學者布吉尼教授提出來的。所以也有人稱3A原則又稱為布吉尼理論。

3A原則實際上是強調(diào)的商務交往當中處理人際關(guān)系最重要的是注意什么問題。

3A原則就是在商務交往當中對交往對象表示尊重和友善的3大途徑。

3A原則當中的3個“A”第一個A，接受對方。Accept。就是我們在商務交往當中，跟外人打交道的時候，要寬以待人，不要對對方求全責備?？蛻粲肋h正確。

交談時三不準。第一不準就是不要打斷別人；第二個不準，不要輕易的補充對方；最后，不得更正對方，糾正對方，否定對方。第二個A，重視對方。Appreciate。欣賞的重視：第一個技巧就是在人際交往當中善于使用尊稱；第二要記住對方。第三個A，贊美對方。Admire。贊美的第一要則，就是實事求是，力戒虛情假意；贊美別人得第二個要則：需要因人而異。

TalkingSkills

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BusinessCommunicationWhatshouldwesay?OnMondaymorning,afriendofyoucrashedintoyourofficewithoutinvitation.Andyouarebusyatthattime.Youhavenotimetotalkwithhim.Whatshouldwesay?Aforeignbusinessclientaskedyouaquestionthatyouareunabletotellhimwhenhevisitedyourplants.Whatshouldwesay?TalkingSkills(Compliments

)

贊美的要則：贊美的第一要則，就是實事求是，力戒虛情假意；Tobehonest贊美別人得第二個要則：需要因人而異。Tobedifference.TalkingSkills

(Thanks

)Whatkindofpeopleisfavorableinsocialcommunication?Thepeoplewhoknowshowtocomplimentothers.Whatdowecallthepersonwhoknowshowtosaythanks?

Thepeoplewithgoodmanners.TalkingSkills

(Thanks

)需要致謝的幾種情況：Whenyouwonpraisesfromothers,youshouldsaythanks.

受到他人夸獎的時候，應當說“謝謝”。

Whenyouweresentagiftorwereentertained,youshouldsaythankssolemnly.

獲贈禮品與受到款待時，別忘了鄭重其事地道謝。

Whenyougothelpfromothers,youshouldsaythanks.

得到領導、同事、朋友、鄰居們明里暗里的關(guān)照后，一定要去當面說一聲“謝謝”。Howtosaythanks:表示感謝時，通常應當加上被感謝者的稱呼。

例如：“齊小姐，我專門來跟您說—聲‘謝謝’?！薄巴蹩偅嘀x了。”

“Mr.Wang,thanksforeverythingyouhavedoneforus.”表示感謝，有時還有必要提一下致謝的理由。

例如：

“ThankyouforintroducingmetoMr.Lee.He’sanexcellentlawyerandthankstohim,theclaimagainstuswassettledwithoutanytrouble.”表示感謝，最重要的莫過于要真心實意。

TalkingSkills

(Congratulation

)Theformsofcongratulationarevarious.Wecancongratulateothersbygivingagift,bysendingaletterorbydialingaphone.Weshouldpayattentiontohowtoreplay.Atlast,atdifferentsituationwecanusedifferentexpressionstocongratulatepeople.Congratulationsforhavingfoundoneanother.I'msurethisisthebiggestdayinyourlivessofar,Ihopealltherestofyourliveswillbeashappyandexhilaratingastoday......Congratulationsonthecomingofthenewbornchild.Ihearsheistheprettiest,sweetest,smartestbabyeverborn.Fromnowon,youwillbebusywithher,angrywithher,butaboveall,happywithher.Iwishyoualonglifetimehappiness....."TalkingSkills

(Apology)

學會道歉，是一個重要的社會技能。

—美國公共專家蘇姍?雅各貝First,weshouldknowtoapologizeisnotashame.

勇于承擔責任。Second,toboldenoughtospeakfirst.

敢于主動開口。

Third,youshouldapologizeintime.

善于把握時機。

Forth,youcanapologizewithsomegifts.

巧借“物語”傳情。

Somegoodexpression:

Itwasallmyfaultforbreakingtheglass.I’llreplaceit.----Don’tletitworryyou.Itwasnotyourfault.Itwasmyfault.Stoppunishingyourself.Ireallydidn’tmeantodoit.Itwasreallyquiteunintentional.----Don’tgiveitanotherthought.Justforgetaboutit.It’snorworthmentioning.I’mawfullysorryforwhatI’vesaidtoyou.Ididn’tmeantodohurtyourfeelings.----Oh,no.Thereisnoneedtoapologizeforsuchtriflething.It’sreallyunnecessary.Don’tthinkaboutitanymore.

Pleaseforgivemyforgetfulness.Ifeelverybadaboutthat.----Don’ttakeittoohard.It’shappenedtome.I’mterriblysorrythatI’mlate----Itdoesn't’tmatteratall.It’sjustoneofthosethings.Etiquette

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face-to-facetalkFace-to-faceTalks“Soften”原則身體語言的聲勢語的表達。而且是對聽者而言。其中：

S-----smile微笑

O-----OpenPosture

準備注意聆聽的姿態(tài)

F-----ForwardLean

身體前傾

T-----Tone音調(diào)

E-----EyeCommunication

眼神的交流

N------Nod點頭三“V”原則側(cè)重通過聲音的言語的表達。主要針對說者而言。三“V”是三個英文單詞“Vision”、“Voice”、“Volume”的縮寫，意思是言談交流要重視“形象”、“音質(zhì)”和“音量”。不同的交談距離的不同含義第一種情況，是雙方距離小于50厘米。它被稱為親善距離或私人距離，僅用于夫婦、家人或親密朋友之間，適用于談論私事第二種情況，是雙方距離介乎50厘米至120厘米之間。它初叫做社交距離，限于親戚、朋友、同學之間使用，適用于討論—般的個人問題。第三種情況，是雙方距離在120厘米至360厘米之間。它被稱為禮儀距離，限用于一般的正式場合。在商界，尤其是在寫字間里，它最為常見。這一距離容易使人“公私分明”，公事公辦、第四種情況，是雙方距離大于360厘米。它被稱為公共距離或者“有距離的距離”，多見于舉行會議、演講，在公共場合與陌生人交際，或是與熟人進行生硬的交談。這種“過大”的距離，除了舉行會議與演講，在一般情況下，因其易于給人以明顯的“距離感”，故不宜多用。Etiquette

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BusinessCalls松下電器商學院對打接電話的要求

Wheneveryoumakeacallorreceiveacallyoushouldalwayshaveapleasantsmilingvoice.Trytovisualizethecallerasifyouwerespeakingtosomeoneinthesameroom.Whenyoumakeabusinesscall,youshould:?straightenyourclothesandsitproperly

正襟危坐。?gatheryourselftogether

聚精會神。?youcannoteatorsmoke.

不能吃東西，抽煙。Whenyoureceiveabusinesscall,youshould:

speakclearwithniceattitude.

聲音清晰，態(tài)度和藹。ContentsHandlingOutgoingCallsHandlingIncomingCallsLeavingtheMessageHowtoHandleSomeProblemSituationsEtiquetteofMobilePhoneTheProcessofMakingCallsThefirststepweshouldprepareforthecall,makealist.Prepareadesktelephonelistforthenumberscalledfrequentlyoncompanybusiness.Listpersonalnumbersforyouremployer.Choosetheproperlytimetomakebusinesscallsandcheckthedifferenceintimebeforeplacingalongdistancecall.一般來說，早上7點以前，晚上10點以后以及周末，除非內(nèi)容緊急，否則不往公司或者私宅撥打有關(guān)工作方面的電話或無關(guān)緊要的私人電話。Planthecallbeforehand.Knowthepointsyouwanttomake.Ifnecessary,havealistofthepointsyouwanttomakewhileyoutalk.Haveallnecessaryinformationathand.Thesecondstepdialcorrectly,volunteersyourname

注意電話接通后的第一句話。Thethirdstep,keepyourtelephoneconversationbrief,butnottothepointofcurtness.通話三分鐘原則Thelaststep,hanguppromptlywhenyourbusinessisfinished.

打電話時的兩種規(guī)范“前言”

第一種適用于正式的商務中，要求禮貌用語與雙方的單位姓名、職銜一同道來。其標準的模式是："Goodmorning.Myname’sJohnSmithformInternationalTrade&TechnologyResearchAssociates.CouldIspeaktoMr.HuJianofGuangdongTextileCorporation?"“您好!我是金山公司業(yè)務經(jīng)理張革荔，我找西華公司公關(guān)經(jīng)理王歡小姐?！?/p>

第二種適用于一般性的人際交往，在使用禮貌過問候以后，應同時準確地報出雙方完整的姓名。其標準的模式是："Hello,IsMr.Zhangavailable,Please?ThisisLisa".“您好。我是邊穎。我找馬妹莉。”TheProcessofReceivingCallsFirst,youshouldpickupthereceiverassoonaspossible.

鈴聲不過三響原則。Second,aftergreeting,identifyyourcompany、officeoryourself.Third,Alwayshaveyourpenandpaperready.Takemessageaccurately.

Forth,inclosingthecall,reviewdetailsifnecessary.Concludeyourtelephoneconversationwith“Thankyouforcalling.Goodbye”.Atlast,letthecallerhangupfirst.Whatwouldyousayafterpickingupthereceiver:

Ifansweringyourowntelephone,standardbusinesspracticeistosay“Hello,JaneMittler.”O(jiān)r“JaneMittlerspeaking.”Ifansweringsomeoneelse’stelephone,“Hello,MissMittler’soffice,MayIhelpyou?”arebothcourteousandefficient.Ifthetelephonebeingansweredisageneralnumbertoadepartment,theusualwaytoansweristosay“Hello,EditorialDepartment”or“EditorialDepartment,mayIhelpyou?”orsay“GuangdongTextileCorporation,goodmorning.”

BusinessMessageContentsHowtoleavebusinessmessageHowtotakethebusinessmessageHowtoleavebusinessmessageFirst,usebriefandclearlanguage.Second,donotspeaktoofastandtryyourbesttogivethetimeforthemtotakeanote.Third,donotleavethemessageambiguouslyormysticallyIsitallright?CaseOne:

Yourmothercalledtoaskyoutogotoseeyourson.HewassenttohospitalthismorningCaseTwo:

PleasetellhimStevencalled.He’llknowHowtoleavethemessagetotheAnsweringMachine.ThenameofyourselfandyourcompanyThetimewhenyoumakethecallThepurposeofcallingThetelephonenumberthathe(she)canfindyouThesuitabletimethathe(she)canfindyou.

Hi,Nancy,thisisBobSmith,atAcmeVending,callingtosayhiandremindyouthattheproposalyouwantedwillbeonyourdeskFriday.IfwecanmeetMondayafternoontogoovertheideas,Icanhavethespecialorderreadybythetimeyoureturnfromvacation.Pleasecallmeat555-ten-thirteenandletmeknowwhattimeIshouldbeatyourofficeonMondayat29th.EnjoyyourvacationandIlookforwardtoseeingyou.Thanksalot.Again,BobSmithatAcme,555-ten-thirteen.Hello,Dr.Henna.ThisTimFordfromCNN.It'snow10:30.Weshouldliketomakeanappointmentwithyouforournextinterview.Pleasecallmebackbefore12:30at23456782orbetween2:30and5:30at32433332.Thankyou.Howtotakethebusinessmessage專業(yè)的規(guī)范的電話記錄簿有五項內(nèi)容：

4個W和一個H：第一W：(Who)誰打來的；第二W:(Where)什么地點打來的；第三個W:(when)什么時間打來的；第四個W（Why)為什么打來。一個H：H就是Howto。對于具體的電話內(nèi)容是如何處理的。(send,solve,report)Whicho