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单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,商务礼仪实务英语,Practice of Business Etiquette in English,对外经济贸易大学出版社,全国高等院校基于工作过程的校企合作系列教材,模块2 能力培养,了解商务会面礼仪、接待礼仪、乘坐交通工具的礼仪、座次礼仪、馈赠礼仪、沟通礼仪、中西餐用餐礼仪、国别礼俗。,Project 2 Communication Etiquette,沟通礼仪,Task Three Small Talk,Task Two Interpersonal Communication,Task One Meet and Greet,Task Four Public Speaking,Task One Meet and Greet,迎接和打招呼,1.,打招呼的礼仪,Face-to-Face Greeting,Standing up and coming out from behind a desk to greet someone is a good strategy,.,Friendly,Confident Facial Features,Making an effort to display a genuine,smile,and look at the newcomer in the eye shows that you are friendly and confident.According to Psychology Today,others are very good at reading your facial expressions(and making judgments based upon them).,Introduction and Handshake,When you introduce yourself,you should say your,first and last name,as in,Hello,Im Joan Smith.This is more formal than just giving your first name and is appropriate for a first-time greeting.The handshake also gives an important impression of you and must be done properly.Either party may extend their hand first,and you should,grip firmly,but without undo strength.(Remember,it is not a contest,.)The handshake only needs to last about,3 to 4 seconds,.,1.,打招呼的礼仪,Elevator Speech,It is very useful to develop what is often called an,elevator speech,or,a 20 to 30 second description of your role in the business,.It is called so because it is supposed to be,brief,enough to tell to a fellow elevator passenger on the way down(or up).A practiced elevator speech will help you to become more polished in the introduction of yourself.These are especially useful if you will be attending meetings or receptions where you will have to introduce yourself to many new people.,1.,打招呼的礼仪,1.Why should you display a genuine smile and look at the newcomer in the eye?,2.How do you introduce yourself and shake hands with a newcomer in a business context?,Activity 1:Group discussion.,Sugggested Answers:,1.,Making an effort to display a genuine smile and look the newcomer in the eye shows that you are friendly and confident.,2.When you introduce yourself,you should say your first and last name,as in,Hello,Im Joan Smith.The handshake also gives an important impression of you and must be done properly.Either party may extend their hand first,and you should grip firmly,but without undo strength.(Remember,it is not a contest.)The handshake only needs to last about 3 to 4 seconds.,2.,前台接待礼仪,Greeting,Look up when someone approaches your desk and smile.If youre on,a personal call,hang up immediately.If youre on,a business call,make eye contact with the visitor to indicate that you see her and will be with her shortly.As soon as youve finished your phone call,focus on the visitor with a smile.Apologize for the delay.Ask how you can help.Put warmth into the question so it doesnt seem offhand.,2.,前台接待礼仪,Welcoming Etiquette,Ask the visitor if he would like to,have a seat,while you contact the person with whom hes meeting.Depending on your companys policy,offer coffee or tea,or direct the visitor to the coffee room.,Offer to hang up his coat,or show him where it can be hung.,Call,the person who will be meeting the visitor.Use Ms.or Mr.when announcing the visitor.,2.,前台接待礼仪,Focus on Visitor,For the receptionist,a visitor should be the most important person in the reception area.Make a point of meeting other coworkers somewhere else.,Personal Manner,Besides smiling,modulate your voice.Be aware that you can convey what you think by the tone of your voice.,Desk Appearance,Dont eat at your desk.If you cant avoid it,choose foods that dont have a lingering aroma.In other words,no pizza or spaghetti.Keep a clean desk,even if you have other tasks to do besides dealing with visitors.,Activity,2,:Group discussion.,1.How could you greet the visitor as a receptionist?,2.How could you welcome the visitor as a receptionist?,Sugggested Answers:,1.,Look up when someone approaches your desk and smile.If youre on a personal call,hang up immediately.If youre on a business call,make eye contact with the visitor to indicate that you see her and will be with her shortly.As soon as youve finished your phone call,focus on the visitor with a smile.Apologize for the delay.Ask how you can help.Put warmth into the question so it doesnt seem offhand.,Sugggested Answers:,2.Ask the visitor if he would like to have a seat while you contact the person with whom hes meeting.Depending on your companys policy,offer coffee or tea or direct the visitor to the coffee room.Offer to hang up his coat or show him where it can be hung.,Call the person who will be meeting the visitor.Use Ms.or Mr.when announcing the visitor.,Task Two Interpersonal Communication,人际沟通,1.,有效的人际沟通,Active Listening,Try to engage in active listening in all of your interactions.Active listening is a technique of truly listening to what a person has to say instead of anxiously waiting for your chance to talk again,.In active listening,y
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