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Etiquette of Daily Personal CommunicationEtiquette of Daily Personal Communication Contents The Art of Introducing People1 Handshakes 2 Business Card 3 Conversational Etiquette4Understand all the implications in sending and accepting business card and try to design it for yourself.Get familiar with all the rules in introducing one to another Give and receive handshakes in a graceful wayObjective How to make proper conversationHow to greetlThe one who is in lower status should greet to the higher status;lIf you need to greet a lot of people,you should greet from the respect one or the one who is near you and it will follow by the line;lWhen others greet you first,you should response at once.Greeting etiquettel Rise if you are seatedl Smile l Extend your hand and have a good handshakelRepeat the persons name lClear voice lAttitude:greet others with passion.Handshake Etiquette 1.Order of handshake：The superior,the old,the female and the host hold out hands firstThe subordinate,The youth,the male and the guests give a prompt responseOrder of handshake with a lot of people:from female to male,from the old to the youth,from the superior to the subordinateOther rules to introduce1Remember to Use Titles When Introducing People 2Explain Who People Are When You Introduce Them 3Say Names Slowly,Clearly and DistinctlyFrequently Used Titles1Mr.,Mrs.,Miss,Ms(common);5President,Premier,Judge,Mayor,Governor,General(political or military).2Doctor,Professor,Judge,President(occupational,academic,or corporate);3Sister,Father(religious)4Lady,Lord(royal);Problems should be cared during introductionlDont turn your backs on either side and you should smile and have a very formal mannerlLanguage should be clear enough to make others know the information clearly.lTake care of the title lThe introduced one should stand up.After introduction,the two sides can shake hands and exchange cards.lAfter introduction,the introducer should guide the two sidesDonDon t worryt worry Be honest YouYou ll be forgivenll be forgivenIf You Forget Someones Entire Name Confess on the spot Reintroduce them ItIt s not a big deals not a big deal Be a sport YouYou ll save the dayll save the dayIf Someone RepeatedlyMis-Introduce Youput a big smile on your face whisper in the persons ear Mastering the Handshake Situations in Which Handshakes Are Needed Handshakes Are Needed 1.When you run into someone you know;2.when you say goodbye to the same person;3.when someone comes in from the outside to see you in your office and when he leaves 4.when someone enters your home or when you enter someone elses home,6.when youre introduced to people in any business or social situation and when you take leave of them,when you make successful negotiations,etc.5.when you meet someone you know in a restaurant,2.Handshake postureDistance：one step Posture：the upper part of the body pitch forward,hold out right hands with the thumb open and the rest four holding together 上身略微前倾，伸出右手，拇指张开，其余四指并拢Position：at the height of the waist 与腰际同高Time：3 to 5 secondsThe Handshake握手Connect for a correct handshake正确的握手方式正确的握手方式 伸出手伸出手Connecting for a correct handshake正确的握手方式正确的握手方式 接触接触A correct handshake正确的握手方式正确的握手方式 紧握握The Pull-InThe Two-Handed ShakeThe TopperThe Finger SqueezeThe Bone CrusherThe Palm PinchThe Limp FishThe Proper HandshakeFirm,but not bone-crushing Lasts about 3 seconds May be pumped once or twice from the elbow Is released after the shake,even if the introduction continues Includes good eye contact with the other person Hold your drink in your left hand to avoid a cold,wet handshakeThe Proper HandshakeEye contact Proper strengthA longer handshake on occasions of taking photosShake off gloves when shaking handsThree Steps to Shake handsStand about 1.2 meters away from the other person and extend your right hand your forearm and upper arm form an a 3/4 straight angle;keep the thumb up and the four fingers straightly extended togethertouch palms before wrapping the fingers and shake no more than three times(usually three times)and then separate Step TwoStep ThreeStep OneKeep the thumb up and the four fingers straightly extended togetherwarm and enthusiastic as if you are really glad to meet someone;dry and pleasant to the touch.A Desirable Handshake firm,strong,representative of a person who makes decisions,take risks,and above all,takes charge;hesitant,apologetic almost as if you dont really want to shake hands wet and clammy湿湿,or cold as though you have been holding an iced drink all day;weak,slippery,lifeless,like a handful of dead fish.An An Undesirable Undesirable Handshake Handshake FeelsFeelsOther Points of Protocol in Handshaking 1 If you enter a group,shake hands first with your host2 Shake hands with the host again when you leave.3 In western society,it is tradition that the lady offers her hand first.2.How to Exchange Business Cards EXCHANGING BUSINESS CARDS 1.When to Exchange Business CardsBusiness CardsIn Japan business cards are extremely important.Present your card with both hands.When you receive a business card spend several seconds studying it and do not write on it or put in your pocket in the presence of the giver.In many parts of the Middle East,you should never use your left hand when giving your business card.Print your business card in English on one side,and in the language of your host on the other.Learn the protocol of giving business cards.Business cards are generally exchanged at the beginning of or at the end of the meeting.You should wait for the opportunity to come up naturallythe person you are speaking with seems interested in your product.When to When to When to Exchange Exchange Exchange Business Business Business CardsCardsCardsPresent and receive a card with two hands To conveys respect.It requires you present the card so the recipients language is face up.Take your time while handing and receiving the card.How to How to Exchange Exchange Business Business CardsCardsBusiness Cards Manage business card exchanges flawlesslyAlways have a supply of cardsAsk for someones card before offering your ownPresent card face upTake time to look at received cardNEVER turn down an offered cardBe selective when distributing cardsBe aware of international card etiquetteImportant Important TipsTipsNever Write on Someone Elses Business Card Do Exchange Business Cards Smoothly Dont Hand Out Torn or Worn Business Cards Dont Hand Out More Than One Card to a New Contact Dont Enclose Business Cards in Personal or Emotional Correspondence.Do Take Advantage of Free Advertising Do Be Prepared DOS AND DONTS Shanghai International Studies UniversityShanghai Foreign Language Education PressWang QiangEditor 295 ZHONG SHAN 1ST ROAD SHANGHAI200083 CHINAFAX:021-65425400TEL:021-65425300http:/ E-mail:上海外国语大学上海外国语大学上海外语教育出版社上海外语教育出版社王王 强强编辑编辑地址：上海市中山一路地址：上海市中山一路295295号号 邮编：邮编：200083200083传真：传真：021-65425400021-65425400电话：电话：021-65425300 021-65425300 网址：网址：http:/ http:/ 电子邮箱：电子邮箱： Business Cards Ceremony Zhejiang Sunshine Cashmere Co.,Qiu Xiaoyun Business Assistant to General Zhejiang Province,China Tel:86-572-3177777 Fax:86-572-3177888 Companys Name and LogoTelephone and Fax NumberName and PositionAddress and Mobile Phone NumberWebsite and E-mail AddressLogo Business CardsThe Placement of Business Cards名片的放置随身携带的名片，应放在易掏出的地方，如衣服的上衣口袋一般来说，名片最好放在专用的名片盒或名片夹中。存放他人的名片也应放入专用的名片簿中，既示尊重，又便于查找。可在接受的名片背后注明其相貌特征、与公司或上司的关系等信息，以便下次准确认出 Sample Card 2Sample Card 3Conversational Etiquette 1.Improper conversational topics：political 政治话题 private 个人隐私 criticize others 非议他人vulgar&coarse 庸俗下流的话题religious belief 宗教信仰话题2.Six elements for a conversation：S：smile，微笑O：open posture，接受他人的姿势F：lean forward 身体前倾T：tone，语调E：eye communication，目光交流N:nod,点头Watching Etiquette in the interpersonal C.The length of fixation time：Should be one-third of the total length of talking time.Eye contactDo not gaze,strabismus(斜视斜视)and look up and down when talking with people.Eye contact time should control in 30%-60%account for talking time.Skills of eye contactLooking up means the sense of authority and superiority.Looking down means obedience and mercy.Looking straight means objective and rational.How to be a Well-manneredGuest of Your Client如何给客户留下一个彬彬有礼的印象Being a Gracious Guest 做一个礼仪得体的客人做一个礼仪得体的客人If the invitation is telephoned and you arent able to give the host an answer over the phone,say something like this:“What a lovely invitation!Thank you so much for thinking of us.Ill check with Tom and get back to you on Wednesday.如果是如果是 邀请，且你无法在邀请，且你无法在 上给予立即回复，你可以这样说上给予立即回复，你可以这样说:“感谢你想起并邀请我们感谢你想起并邀请我们,但是我必须和但是我必须和Tom协商一下协商一下,星期三给你答星期三给你答复吧。复吧。RSVP Give a respond for the invitation(Reply,if you please)请柬回复请柬回复Responding to Invitations PromptlyNot too early or too lateIf the event is a dinner party and youre running late,phone ahead to the request that the host start without youDo not assume that additional company is welcome (切勿自认为额外的伙伴也会受欢送)Arriving at an EventWhen youve been invited to a party,its always nice gesture to take the host a small gift,even if the invitation instructs you not to 当你收到宴会的邀请,为主人准备一份小礼物是非常礼貌的，即使邀请中提到不用送礼。Bringing bottle of wine,a flowering plant,or candy is a considerate way to show your appreciation 一瓶酒，一束花或糖果，都能很好的表现出你的诚意。Bringing a GiftGood TopicsCurrent eventSportsCongratulationsCultureGood newsConversation in Networking应酬时交谈话题的选择Bad TopicsReligiousBad newsPrivacyTalking Business:The Telephone Manner谈论业务：中应注意的礼貌The Telephone and YouProvide helpful hints and proven techniques Part of doing business means doing business over the phonePhone is an important instrument in daily business“If I pick up a ringing phone,I accept the responsibility to ensure the caller is satisfied,no matter what the issue is.Your voice do form a mental picture of you based on the tone and quality of your voice.Your mood smile,happy or angry often comes throughTips for Telephone Talk 会谈技巧Ways to Sound as Good as You Really Are!AlertnessAlertness机敏机敏机敏机敏Show that you are wide-awake,ready to engage in a Show that you are wide-awake,ready to engage in a conversationconversationPleasantnessPleasantnessPut a smile in your voice Put a smile in your voice NaturalnessNaturalnessUse,simple,straightforward langUse,simple,straightforward lang术语术语术语术语.;avoid technical.;avoid technical terms/slangterms/slangDistinctivenessDistinctiveness与众不同与众不同与众不同与众不同Speaks directly into the phone;Use a normal tone of Speaks directly into the phone;Use a normal tone of voice,the louder you are,the louder everyone else voice,the louder you are,the louder everyone else becomesbecomesExpressiveness Expressiveness 富于表情的富于表情的富于表情的富于表情的Talk at a moderate rate and volume,but vary your voice Talk at a moderate rate and volume,but vary your voice tonetoneDontsFrown Mutter(低语)Sound TiredSpeak in a Shrill刺耳 VoiceSpeak NegativelyRamble扯谈，长篇大论DosSmile (they really can hear it!)Speak Clearly and ConciselyBe Enthusiastic Lower the Pitch of your VoiceTalk in a Positive MoodListen/DiscussMental P.I.C.T.U.R.E.P itchHigh or low?Low carries better and is also more pleasantI nflectionUse voice to express ideas or moodsDont talk in a monotone单调的声音The voice naturally rises on a questions or inquiryVoices fall at a“period,decision or completionMental P.I.C.T.U.R.E.C ourtesyCommon,everyday applies the same as face-Common,everyday applies the same as face-to-face conversationto-face conversationT one Many times it is not what you say,but how you Many times it is not what you say,but how you say itsay itVoice should reflect sincerity,pleasantness,Voice should reflect sincerity,pleasantness,confidence,and interestconfidence,and interestMental P.I.C.T.U.R.E.U nderstandingU nderstandingAvoid talking with anything in your mouth(gum,Avoid talking with anything in your mouth(gum,pencil)pencil)R ateR ateRate of speech should be adapted to personality Rate of speech should be adapted to personality of contactof contact“Fast talkers“Fast talkers can arouse suspicion can arouse suspicion“Slow talkers“Slow talkers can be irritating can be irritating E nunciateE nunciateClear enunciationClear enunciation清晰的发音清晰的发音 will help avoid will help avoid misunderstanding and need to repeat yourselfmisunderstanding and need to repeat yourselfKeys to Good ListeningLimit your talkingCant talk and listen at the same timeCant talk and listen at the same timeDont InterruptA pause doesnt always mean the individual is A pause doesnt always mean the individual is finished speakingfinished speakingConcentrateFocus on the conversation.Practice shutting Focus on the conversation.Practice shutting out outside distractions and personal concernsout outside distractions and personal concernsKeys to Good ListeningTake NotesHelps you remember important pointsListen for ideas.not just wordsGet the whole picture,not isolated bits and piecesInterjections感慨An occasional,“Yes,“I see,etc.shows that your listening.However,dont overuse themVocal Quality声音的质量Words are Clearly Articulated读字发音应要清晰Point by point1.That way will be more organized 说话有组织性2.Give yourself a pause 有停顿的时机3.Set a good platform for people to listen and receive 让他任有思想准备聆听 Pace is Important Neither too Slow or too Fast Its because the ring tune starts on your line first before the caller,therefore if you pick up immediately,the caller is not ready to hear the voice from you and it will be rude and confusing.Phone is Answered on 2nd or 3rd Ring铃响2-3下才接 4 elements“Good morning (Greeting)“XXX company (Destination)“This is Sandy Sun (Identification)“How may I help you?(Re-action)Answering the PhoneHow about in our company在我们公司接 4元素 “您好 (Greeting)“深圳高速 (Destination)“我是XXX (Identification)“很快乐为您效劳 (Re-action)How about in our company在我们公司打出 时 4 元素 “您好 (Greeting)“请问您是XX先生/小姐或职称)吗?(Destination)“我是深圳高速XX部门XXX (Identification)“请问您现在方便接听 吗?(Request)Representative Identifies Self to CallWhen Answering Your Own Telephone接听者应表示身份“Mary Mao“HR Department内线 也要正式点，因为可能是外线转入。Date/Time _For _Callers Name _ (Would you mind to spell for me)Returned Call _Telephone_Taken by_ (It is important,because the recipient will be able to ask you for clarification)Message Taken are Complete&Accurate 留言完整且准确“Please,if I may have your telephone number again for his convenience我可以记录一下您的 号码，以方便他打回来么？Message Taken are Complete&Accurate 留言完整且准确X (Silence )X Hold onX Hang onX Hang on a minuteX Please hold May I put you on hold?Will you hold,please?May I put you on hold?Putting A Caller on Hold让来电者等一会儿Im transferring a call from Mr.Smith to you.He needs an updated on his account.我转一位史密斯先生的 过来，他想了解一下他最近的账户情况。Who is on the line?谁打来的？Why are you transferring the call?为何事？Always talk about the caller in respectful term 不要用客户反感的称谓Call Transfer are handled Professionally专业的 转接Manner of Using Hand-phonesIn Business Environment在商务场合使用 的礼貌须知Turn off the phone before entering a concert hall,theater,restaurant.进剧院、音乐厅、餐厅时要关闭 Turn off the phone at all kinds of meeting or conference.适时关机/调到震动If you are expecting an urgent call,let the chairman or your guests know about this and turn to vibrate.如遇紧急 ，最好事先知会主持人或谈话的对方(离场的时候注意)Good Mobile-phone MannersAt least make sure you know where it is,so that you dont have to spend embarrassing seconds,which seems like hours.养成习惯，知道 放在哪儿，减少为难的发生。Apologize 抱歉If it rings at an inopportune(不合时宜)momentNever initiate a business phone conversation in the public Lift,building lobby,quiet restaurant etc.不在公众场合主动打出 。Never call a clients mobile only with a genuine emergency.防止打客户 ，除非必要。Mind the background when you need to talk to others on your mobile.注意背景的声音。Good Hand-phone Manners1、In the veranda(走廊):the receptionist should coordinate with steps,let the guests go in the inner side.2、Go upstairs:guests should go first,the receptionist go behind.Go downstairs:the receptionist should go first，and the guest go behind3、In the elevator:the receptionist should go into it first,and close the elevator after the guest go into it.4、In the drawing room(客厅):The receptionist should guide the guest to sit down.Correct ways of Guiding CustomersExerciseI.Discussion1.How will you introduce your roommate to your foreign teacher?2.What other functions do you think business cards have?ExerciseII.Designing PracticeDesign a business card for THE you 10 years from now,with both Chinese and English Language on it.III.Writing PracticeWrite a short self-introduction speech for yourself at an international business conference.ExerciseIV.Situational Role-PlayWork in groups to create situations in which you can make introductions,including self-introduction,and create and solve some problems during the introduction.Practice shaking hands and exchanging business cards after the introductions in the same situations.
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