国际商务礼仪知识综合

ContentsChapter TwoDress the Part, Look the PartSection One Business AttireI. FORMAL CLOTHES1. Morning AttireMORNING ATTIRE FOR MENMorning attire for men refers to the outfit of men s suit, shirt, tie, socks, shoes and accessories. The awill be discussed item by item in the respective categories of fabrics or material, design and color.SuitThere is only one ironclad rule in choosing a fabric for a suit: No matter what the color, the surface shouldbe matte not shiny or iridescent. The choic e in fabrics boils down to wool or cotton. Men s suit can be divided into two-piece suit and three-piece suit. A two-piece suit refers to the outfit of the jacket and the pants,and a three-piece suit refers to the outfit of the jacket, the vest and the pants. Black suits are too solemn for daily occasions. Suits with check patterns on them are not viewed as formal wear.Dress ShirtNon-sleeveless white cotton or woolen shirts are the dressiest choice at work. Dress shirts have square collars, short collars and long collars.Tie/NecktieRegardless of the design, maker sure your tie color coordinates with your shirt and jacket. Do not wear a tie with more than three colors, or with loud patterns or cartoon patterns. When the tying of the necktie is done, the point of the wide end should be right over the upper edge of the buckle of the belt. Then secure the tie with a tie clip.ShoesAlways wear smooth-surface leather shoes! Colors of the shoes should be coordinated to or darker than those of the suits. Among the choices, black ranks No. 1, with dark brown second to it.SocksSocks are mostly made from cotton or silk.Colors of the socks are always dark and solid, preferably black, coordinated to the shoes.AccessoriesMen wear LEATHER BELTS or SUSPENDERS coordinated respectively with their shoes and to their ties. The function of a TIE CLIP/TIE PIN is to secure the tie. Therefore, the wearer should wear it at a place so that it can be hidden from the spot of others, for example, the interval between the fourth and the fifth button of the shirt (from top to bottom). There can be only one accessory, namely only one tie clip, for the necktie.The JEWELRY that men can wear with morning suits is limited to watches and rings. The maximum of rings by a business man is one on per hand, preferably just one the wedding or engagement band.2. Evening AttireAs the term suggests, evening attire are worn in the evening, usually after 6:00 p.m., on such occasions as banquets, opening ceremonies and concerts.EVENING SUIT (for men)TailsTails with white bow tie and black leather shoes are worn for the ultimate formal event.Tuxedo/Dinner JacketTuxedo is also called dinner jacket. It s usually worn for formal or semiformal occasions. Tuxedo jackets often include satin on the lapels that are attached to the collars.Bow TieThe bow tie is a men s necktie popularly worn with formal attire, such as suits or dinner jackets. It consists1of a ribbon of fabric tied around the collar in a symmetrical manner such that the two opposite ends form loops. Bow ties may be made of silk, polyester, cotton, or a mixture of fabrics. Colors of bow ties are generally white and black. White bow ties match tails and black bow ties match tuxedoes.II. CASUAL CLOTHESCasual clothes are also called semi-formal clothes and are more and more commonly worn by business people in their daily working environment. They are not as rigid as formal clothes and people usually feel more relaxed and comfortable and even closer to one another in casual clothes than they do in formal clothes.Section Three GroomingI. HYGIENEWatching your hygiene means staying clean, odor-free and tousled. 1. HairWash your hair often enough to keep it from looking greasy.There s no longer a true rule about the length of womenthe eyes: It is not advisable for men to keep long hair. Men 2. Fingernails s hair, but on the job, hair should be kept out s hair should not cover their ears or foreheadNails should always be kept clean and trimmed. The best length for men s nails is with about 1.5mwhite showing. The best length for women snails in most business environments is just over the tip of thefinger. Clear nail polish is the best choice.3. Tooth Breath and Body Odor.II. MAKEUP, PERFUME AND COLOGNE1. MakeupMen do not wear makeup. Women, as a rule, use a light touch makeup should enhance, not dominate. 2. Perfume and CologneIf you wear perfume to work, maker sure the scent is light and clean, and use the perfume sparingly: As fora man, no element of the businessman s wardrobe requires more subtlety than cologne.2Chapter III Meeting and GreetingSection OneThe Art of Introducing PeopleI. MAKING PROPER INTRODUCTIONS1. Basic RulesIt is very logical. You properly introduce a lesser to a more important or senior person. You would introduce:? A younger person to an older person.? A gentleman to a lady.? A guest to a host.? A junior executive to a senior executive.? An unofficial person to an official person.? A peer in your company to a peer in another company.? A fellow in your own country to a peer from another country.? A fellow executive to a customer or client.2. Remember to Use Titles When Introducing People.Frequently Used Titles Are Listed Below:Mr., Mrs., Miss, Ms (common);Doctor, Professor, Judge, President (occupational, academic or corporate);Sister, Father (religious);Lady, Lord (royal);and President, Premier, Judge, Mayor, Governor, General (political or military).3. Explain Who People Are When You Introduce Them4. Say Names Slowly, Clearly and DistinctlyII. SELF-INTRODUCTIONWhen saying our names, we also need to slow down and pronounce our names slowly, clearly and distinctly. We may feel as though we are exaggerating our names, but it eases the problem of communication.Section Two HandshakesI. SHAKE HANDS PROPERLY1. PostureHere are the steps that you can follow to shake hands properly: Stand about 1.2 meters away from the other person (If farther, step forward; if nearer, step sideward, not backward, because stepping backward when shaking hands will make the other feel that you reluctant to do so.); extend your right hand so that your forearm and your upper arm form an approximately 3/4 straight angle; keep the thumb up and the four fingers straightlyextended together; touch palms before wrapping the fingers around the other person s hand; shake times (usually three times) and then separate; shake from your elbow, not your shoulder.2. A Desirable Handshakefirm, strong; warm and enthusiastic; dry and pleasant to the touch 3. An Undesirable Handshakehesitant, apologetic; wet and clammy, or cold; weak, slippery, lifeless, like a handful of dead fish 4. Situations in Which Handshakes Are NeededWhen you run into someone you know, when you say goodbye to the same person, when someone comes in from the outside to see you in your office and when he leaves, when someone enters your home or when you enter someone else home,s when you meet someone you know in a restaurant, when you reintroduced to people in any business or social situation and when you take leave of them, when you are congratulating someone after a speech or an award presentation, when you make successful negotiations, etc., you shake3hands with others. A handshake is such a practical and friendly way of greeting people that it is universally adopted in all business situations.5. Situations in Which Handshakes Are Not NeededSince there are no rules without exceptions, there ARE some situations in which we do NOT extend ourhand to shake others : when the other person has his or her hands full, when your hands are not clean enough because of some manual labor, when the person you want to greet is someone much higher ranked than you andto whom you really have nothing to say (In this case, it would look pushy for you to rush up to shake his hand. If, however, the person of much higher rank offers his/her hand first, you certainly should enthusiastically and respectfully extend ours to have a shake.), and so on.II. GENERAL TIPS ON HANDSHAKING? If you enter a group, shake hands first with your host? Shake hands with the host again when you leave. Sometimes this is not possible as when the host ofyour gathering is surrounded by people and it would be rude for you to interrupt. Use your common sense. If you can easily get to the host to thank him for the meeting, social event, or whatever, fine,shake his hand in goodbye. If you can t easily get to him, leave and telephonedayhimor nexleave anote for him to give your thanks.?In western society, when a ladymeets a gentleman, it is tradition that the lady offers her hand first.After the woman extends her right hand, the man will gently hold the four fingers and make a shake and let go of the fingers.Section Three Business CardI. DESIGN OF A BUSINESS CARDdetailsas name, rank,companyand contactinformation(e.g.telephonenumber,faxnumber,correspondence address, email, etc.)In China, many companies have their staffbusiness cards bilingually designed one side of the card isin Chinese and the opposite side in English.II. EXCHANGING BUSINESS CARDS1. When to Exchange Business CardsBusiness cards are generally exchanged at the beginning of or at the end of the meeting. You should wait for the opportunity to come up naturally, such as when someone specifically asks for it or you are engaged in a conversation about business.2. How to Exchange Business CardsHandling Your Cards to OthersWhen using both hands, hold your card by the two upper corners. Good business etiquette requires you present the card so the recipients language is face up.Accepting a Business CardWhen you receive a business card from someone else, make a point of studying any business card, commenting on it and clarifying information before putting it away:III. DOS AND DON TS1. Do Be Prepared2. Dont Hand Out Torn or Worn Business Cards3. Dont Hand Out More Than One Card to a New Contact4. Do Exchange Business Cards Smoothly5. Do Take Advantage of Free Advertising6. Do Not Enclose Business Cards in Personal or Emotional Correspondence.7. Never Write on Someone Elses Business Card4Chapter IV Visiting and ReceivingSection OneOffice Visiting and ReceivingI. VISITING 1. PreparationMake an appointment and be punctual.Look up your destination on a map before departing.Don tbring any food or drinks with you to someone else office,s unless you vebeen asked to provide food for the meeting.2. The VisitingBe polite to everyone at the office.Sit only when invited to do so.Don t touch things in someone s office without asking, even if they look like toys.Don t read any document, letter, card etc. on someone else s desk unless given to you.If you are only 5 minutes later it may start an appointment at a wrong foot, apologize sincerely. If your host must take a phone while you are sitting there, ask if he would like privacy for the call“ Should I go outside?” If he says no, stay where you are.3. When It Is Time for You to LeaveWhether you accomplished your mission or not during the appointment, thank your host for having received you, shake hands and leave promptly when it is time for you to finish.4. Follow UpWrite a thank-you letter to the host to show your thankfulness of his/her reception and suggest him/her to visit your company sometime. If necessary, write another follow-up letter to continue to discuss over the things you planned to but have not discussed.II. RECEIVING1. PreparationProvide clear direction.Be on time with your appointments if you care about how people perceive you.Make sure your documents are ready.Clear a comfortable space for your visitors to sit, as well as some writing space on the desk, if needed,especially if your office is a“ pile file”.If you re expecting a group of people, be prepared with sufficient chairs already in place.Make your time limitation clear up front.2. HostingAlways stand up to greet and shake hands with visitors entering your office. Move from behind your desk and sit at the same side as your visitor.If you are on the telephone when your appointment arrives, terminate the conversation immediately,and say you ll call back later to finish the business at hand.Allow your office visitors to be seated before you are.Offer your visitors something to drink, such as water, coffee etc.Accept only emergency phone calls and concentrate on your visitor as they shouldn t be msecondary to telephone callers.Escort you visitors out instead of letting them wander, especially if your office layout is confusing.3. Seeing the Visitors OffIII. THE RECEPTIONISTThe treatment afforded visitor by your company s receptionist (who may be primarily someone5stationed near the office entrance) is as important as the first voice a caller hears upon phoning your office. The welcome should be warm and efficient. A receptionist should understand the importance of the job as keeper of the gate and the voice of the company greeting the public.Section TwoBusiness Trip and Receiving Visitors from another City or another CountryI. BUSINESS TRIP1. PreparationList a checklist of the activities during your visit.Search some information about the city and/or the country you are going to visit.Book air tickets and hotel bookingBy email and fax, make confirmation with the company you are going to visit, about all the activities that you are going to participate in during your stay, including your accommodation arrangement (sometimes your passport or ID No. will be needed).Inquire the host about any special preparations you need to make for the visit.Prepare at least three different sets of outfits: business suit for the business visit, conference or negotiation, evening dress for formal occasions such as the reception dinner and the welcome ceremony and casual wear for relaxation and entertainment.Prepare gifts for the host and the person who is in charge of your visit. If the host is a person who has built such a long and credible relationship with you than you have become friends, be prepared to pay a visit to his/her family and prepare gifts for the family members.Take some regular OTC medicine with you, just in case.2. VisitingThe No. one basic rule is to follow the plan and respect the arrangement of the host.The second rule is to remain professional.Be thoughtful and sincere.3. DepartureBefore you leave, there may be a reception dinner to see you off. At the dinner, it is thoughtful for you to make it a big event to sincerely express that you are grateful to your host for the warm welcome, considerate arrangement, etc, and that you hope you will have the opportunity of reciprocating.4. Follow UpWrite a letter to say that you have return home sound and safe, and, again, express your gratefulness to the host s reception, how much you have enjoyed the visit there, and you are looking forward to opportunities of reciprocating his/her courtesy; finally, in your letter, suggest him/her to pay a visit on your place. Write a thank-you note to the person who sees you off on the behalf of the host if there is one.II. RECEIVING VISITORS FROM ANOTHER CITY OR ANTOHER COUNTRY1. PreparationCareful preparation such as booking hotel and arranging reception dinner must be made and a checklist of the activities required needs to be drawn up. It is also helpful if you do a little discreet background research on the distinguished guests.2. HostingReceiving the Visitor at the Airport / Railway Station Approaching the person you are meeting; Inquiring about their journey;Offering help with their luggage; Suggest leaving.Reception Dinner6There is always at least one formal reception dinner, either for welcome or for farewell. Inform the visitorofthe time, venue, the diners and the degree of formalityof the dinner, so that the visitorcan makecorresponding preparation for it.Other EntertainingBesides talking business and visiting the company, the host is also expected to entertain the visitor in arelaxing way, such as arranging one to two days sightseeingy. around the cit 3. Bidding Farewell to the VisitorsRemember to bring a souvenir as a small gift to the visitor and wish him/her a sound and safe journey. Of course, on behalf of both you and your company, express that you are looking forward to his/her visiting again or you are looking forward to meeting him/her again.Chapter V Table MannersSection One Arriving for DinnerSEATING PROTOCOL1. When there is but a single table, the host and hostess usually sit at opposite ends, or occasionally in the center of the table facing each other. When multiple tables are needed, the host and hostess may be at separate tables in which case you may wish to opt for a co-host and co-hostess.2. Generally, when the event involves both men and women, guests are seated alternating man and woman. The place of honor is to the right of the host if the guest is a woman, and to the right of the hostess if the guest is a man. That is to say, the highest ranking male generally sits to the right of the hostess. The wife of the highest ranking man or the highest ranking woman herself sits to the right of the host. Guests are then seated alternating left to right from the host and hostess after the honored guest is seated. The second ranking male will usually sit to the left of the hostess. Now the seating should be arranged such that no two women sit side by side and no two men sit side by side.3. This will prove a difficult feat when the number of guests is evenly divisible by four, so try to avoid thispossibility. Should it happen, however, the male guest of honor may sit across from the host in the hostess seat. The hostess then sits to his left.4. Spouses who do not hold positions themselves are seated according to the rank of their husbands or wives. It is often preferable to avoid seating husbands and wives together, but many wives may be more comfortable if seated together with their husbands.5. The key here is to be practical. Dont seat two people who notoriously get into vicious arguments next to each other just to fit a boy-girl, boy-girl seating arrangement.6. If a guest objects to the seating you have chosen, simply make a quick change.7. In traditional socializing, the purpose of this seating arrangement of alternating man and woman is that every lady could communicate with and be taken care of by a gentleman. Business dinners, however, do not always involve men and women equal in numbers. Sometimes they are gatherings of business personsof either sex from two or more companies or different countries. In those cases, it is acceptable to arrangethe host s seat facing the door and then“ alternate host and guest” , that is to say, each guest sitshost or a representative of the host so that they can communicate. Besides, diners rankingstaken into consideration.To visualize how guests would be seated, please look at the following Seating Diagrams