Section 1 Communication Art in Communication Situation

1 Whether the address is high or low; 2 when in Rome, do as the Romans do; 3 straighten the position; 4 Take each other as the center

Communication is centered on the other party, business communication emphasizes that customers are God, and it is really good for customers to feel good. Respect yourself, respect others, and behave properly, and you can properly handle interpersonal relationships.

Section 2 Communication Skills in Communication

1 language skills

In modern communication, we all know that a common sense is "different winds in ten miles, different customs in a hundred miles". Different industries have different requirements. If we look at the problem from different angles, the result may be very different. For example, people who engage in diplomacy have a characteristic: they speak in moderation. If you ask them: Who do you think will win this game? They won't tell you who wins or loses, but tell you that it is possible to win, impartial and ambiguous. This is the language feature that makes these people form professionally.

for instance

2 skills of reading business cards

When exchanging business cards, the following four points can explain the status and identity of business card holders, as well as the experience of communication at home and abroad and the size of social circles.

Four main points of reading business cards

Whether the business card has been altered: the business card would rather not be given to others than be altered. Business cards, like faces, can't be altered casually.

Do you have a home phone number? People will have a sense of self-protection in social situations. Private home phone is not given, even mobile phone number is not given. Westerners pay special attention to the difference between public affairs and private affairs. If you give him your home phone number when you meet him for business for the first time, he will understand that you are invited to his home and think that you are suspected of taking bribes.

Whether there are many titles: business cards often provide only one title, at most two. If you have several jobs or run many subsidiaries, you should print several business cards, and different people use different business cards.

Does the landline number have a country and area code? If you want to do international trade, you should add 86 to the landline number, which is the international long-distance area code of our country. If not, you have no international customer relationship. If not, you are only active in this area.

? 3 problem-solving skills

Ideas determine ideas, and ideas determine the way out. What kind of thinking, what kind of working state. ?

4 tips for hanging up the phone

Who hangs up first when making a phone call, communication etiquette gives a standardized practice: people with high status hang up first.

5。 Standard sequence of entering and leaving the elevator

(1) Enter the manned elevator

When entering or leaving the controlled elevator, the accompanying personnel should go in and out, and let the guests go out first. Give the right to choose the direction to a high-ranking person or guest.

(2) Enter the unmanned elevator

When entering or leaving the unmanned elevator, the entourage should enter first and then exit, and control the switch button.

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The second lecture focuses on etiquette in communication.

The first section of the correct position, correct attitude

(A) straighten the position, correct attitude

To learn etiquette, we must first straighten our position and attitude. If you go abroad, there will be a question, do it according to the rules of your own country or the rules of the host country? In addition, there are human factors. For example, if I am the host, I will emphasize that the host is convenient and respects the guests. But if I am a guest, I will also emphasize that the guest is convenient for the host. Interpersonal relationship is interactive, so you need to correct your position and attitude.

(B) the taboo of conversation

1 Avoid interrupting each other.

When the two sides are talking, the superior can interrupt the subordinate, and the elder can interrupt the younger generation. Equal people have no right to interrupt each other's conversation. In case you talk to the other person at the same time, say "please" and let the other person speak first.

2 Avoid complementing each other.

If the two sides are equal and familiar with each other, sometimes it doesn't matter to supplement each other's conversation appropriately, but they can never complement each other at the negotiating table.

3 Avoid correcting each other

To respect others is to respect their choices. In addition to the right and wrong questions, we must answer them clearly. General questions in interpersonal communication should not be debated with each other casually, let alone judged casually, because right and wrong are relative, and it is difficult to tell who is right and who is wrong in some questions.

for instance

4 avoid questioning each other

Don't doubt what others say casually. The so-called defensive heart is indispensable. It's not impossible to question each other, but you can't write it on your face. This is very important. If you don't pay attention, you can easily get into trouble.

Section 2 Three Elements of Communication

(A) the three elements of communication

1 communication; 2 cognition; 3 Interaction

(2) Five Taboos on the Dining Table

1 smoking; 2. Help others with food; 3 persuade wine; 4 organize clothes; Eating makes a sound.

(3) Matters needing attention for self-decoration in formal occasions

1 bag and shoes are the same color; 2 women's makeup should be fresh and natural; A man wears nothing on his waist.

The third lecture on etiquette interaction in communication

Section 1 Role Orientation

1 What should I do?

2 Look at the object and talk about the rules.

Etiquette is a variety of rules. One of its important characteristics is "which mountain to sing what song", which is the basic requirement of communication etiquette and communication art, paying attention to etiquette, emphasizing objects and rules.

for instance

3. Bus rank arrangement

(1) Official business

The vehicles participating in the activities generally belong to the unit, and the drivers are generally full-time drivers. As far as a two-row car is concerned, the upper seat of the car at official reception refers to the right seat in the back row, that is, the inclined position of the driver, because the back row is safer than the front row, and the right side is more convenient to get on and off than the left side. During official reception, the passenger seat is generally called the waiter seat, which is guided by the secretary, translator, bodyguard, guard, office director or director.

(2) Socialization

The second situation is called socialization. After work, friends go out for dinner. At this time, the ownership of the vehicle is generally personal, and the driver is the owner. When the owner drives, the front seat is the passenger seat, which means equality. In this case, distinguished guests are not allowed to sit in the back seat.

(3) Important guests

The third situation is to receive important guests. When you receive senior leaders, senior generals and important entrepreneurs, you will find that they like to choose the seat behind the driver in the car, because this position is more concealed and has a higher safety factor.

Section 2 Two-way communication

Two-way communication

Communication is mutual understanding, not only to understand others, but also to be understood by the other party. Usually, in the process of interacting with others, most people have the consciousness of understanding others, but in business communication and public relations communication, it is not enough to just know each other. What is more important is to have the consciousness of being understood by the other party, that is, to have the consciousness of expressing yourself. In the consciousness of two-way communication, the most important issue is to understand and respect people. The premise of respect should be to know each other and let them know about you, otherwise there will be no respect.

(2) Problems to be considered when entertaining guests

1 the art of treating guests

There are four levels to treat guests. The first level is to eat. The second level is to eat specialties, such as eating roast duck when you go to Beijing. The third level is eating environment. The fourth level is food culture.

2 national dietary taboos

Manchu, Mongolian, Tibetan and Hui people don't eat dog meat, Mongolian people don't eat the viscera of three birds (chickens, ducks and geese), Muslims don't eat the donkey meat of pigs and dogs, don't drink (strictly speaking, not only don't drink, but also all alcoholic drinks, such as fermented grains), smoke and eat animal blood.

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Fourth, the concept of etiquette in communication.

Section 1 Respect Orientation

1 self-esteem three points

(1) Respect yourself; (2) respect your profession; (3) Respect your unit.

Five main points of respecting others

(1) Respect superiors; (2) respect colleagues; (3) respect subordinates; (4) respect customers; (5) Respect everyone

The second section is good at expression

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1 Issues to be discussed; 2 elegant topics; 3 relaxed and happy topics; 4 fashion topics; 5 topics that the other person is good at.

Section 3 Code of Conduct

Standard length 1 Tie it after it is tied.

The standard length of a tie is that the lower end of the tie is just above the belt buckle.

Do something, do something.

The so-called inaction refers to clarifying what you can't do, what you can do and what you must do in your communication.

3 the three-color principle of wearing a suit

The so-called suit often refers to a two-piece suit popular in western countries, or a three-piece suit with uniform fabrics and colors, which is used for formal occasions. ?

Section 1 Civilized hospitality

The basic requirements of service etiquette reception are civilization, courtesy and enthusiasm. To be civilized, polite and enthusiastic, it is necessary to "entertain guests three times". The so-called "entertain guests three times" refers to the sound of welcoming guests, answering questions and sending out.

Greetings from 1

"To welcome people" means to greet guests warmly and friendly, and also to greet each other warmly and friendly.

Ask and answer.

When I am on duty at my post, I will take pains to answer the questions of the guests. Open.

3 there is a sound to send.

When a guest leaves, whether the other party takes the initiative to say goodbye to you or not, whether the two sides negotiate or not, they should follow the principle from beginning to end.

Section 2 Courtesy to Guests

1 greetings

2 request language

When asking for help, there must be a word' please'.

Three words of thanks

When you get help, understanding and support from others, you must use the expression of thanks: "Thank you!"

4 Apologize

When you disturb or ignore others, you need to say "sorry" or "sorry" to them.

Five farewell words

When you say goodbye to your partner, take the initiative to say "goodbye!" "Take care or walk slowly.

Section 3 Hospitality

It is not enough to be polite when receiving guests. More importantly, we should show enthusiasm and sincerity. If we only speak polite language, pay attention to greetings, questions and answers, and see off, but lack the necessary enthusiasm, we will give others the feeling of being forced, coerced and impatient. From the perspective of reception etiquette, there are three operational links that must be paid attention to when entertaining guests, namely, eye to eye, mouth to mouth, and heart to heart.

1 eye to

The so-called eye contact means that when receiving guests, you must look at each other and pay attention to communicating with each other. When facing guests, you must get into the habit of looking at each other with your eyes. It is impolite not to look at each other, and it is also a perfunctory look at each other. It is even more impolite to look at each other irregularly. Pay attention to whether the other person's time is appropriate, whether the posture is correct, and whether the other person's angle shows respect and friendliness, because it is very impolite to squint at the other person or scan the other person in all directions.

2 Koudao

The language of hospitality must be understood by the other party, otherwise it will be in vain. The so-called "mouth to mouth" mainly has two meanings:

(1) language accessibility

The first meaning of oral knowledge is language accessibility. Using Putonghua is a basic quality that must be paid attention to when receiving domestic guests. Whether you can speak Mandarin is not only a matter of personal quality, but also a matter of service awareness and the degree of opening up of a unit, which needs to be highly valued. When receiving European and American guests, people who are proficient in foreign languages must be present, otherwise there will be communication obstacles.

(2) Speak in place

The second meaning of oral communication is that when communicating with others, you should speak in place to avoid the problem of communication disconnection, that is, what you say is different from what the other person understands. If a customer goes to the bank to pay the illegal fine, after paying the fine, the lady still uses the polite expression "Welcome to come again". How will the customer feel at this time? This is a mouth-to-mouth problem. It is very important to speak any polite and civilized language according to different people.

Sanyi avenue

When entertaining guests, the best expression should be natural and generous. It means that the way of expression should be warm, friendly and focused. Specifically, this means the following requirements:

(1) Natural expressions and ways

Usually, the natural expression means that we are well informed, so don't panic when we get cold feet. The expression is too serious, but it is actually suspected of stage fright and inappropriate. However, at a critical moment, a very important moment, an emergency is another matter.

(2) Pay attention to the interaction with the communication object.

Pay attention to the interaction with the communication object, that is, your expression should adapt to the expression of the other party. Don't be unhappy when the other person is happy, and don't be unhappy when the other person is unhappy. Never change because of an expression, such as a smile.

(3) generous expression

Look natural and graceful, neither supercilious nor supercilious. This expression not only represents the good management level of the enterprise, but also represents the good quality of employees, which will leave a good impression on the enterprise for customers.

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Summary of this lecture

Business reception is a routine job of professional managers. In today's booming economy, business activities between them are becoming more and more frequent. With the enhancement of the company's image consciousness, the reception work is also more standardized. The reception etiquette used at this time requires the host to be civilized, polite and enthusiastic. If the business reception work is rigorous, warm, thoughtful and meticulous, it will greatly deepen the understanding of the company, thus enhancing the confidence of cooperation with the company and promoting the business development of both parties.

Lecture 6 Public Relations and Social Etiquette

Section 1 dress etiquette

Six taboos for business people to dress in the workplace

Wear sandals instead of socks. Only patients wear socks.

1 It's too bright.

2 Too messy

Messy clothes can easily leave a bad impression on people and make customers doubt the standardization of enterprises.

3 too exposed

4 too perspective

5 is too short.

6 is too tight

(2) Matters needing attention in business personnel's workplace dress

1 fits the identity.

2 foster strengths and avoid weaknesses

(1) Distinguish occasions

In daily work and life, the dress of business people should vary from occasion to occasion, and it is obviously inappropriate to change it frequently. Business people should choose different clothes on different occasions to show their identity, education and taste. Generally speaking, there are three occasions for business people to participate: official occasions, social occasions and leisure occasions.

(2) Formal occasions

The so-called official occasion refers to the occasion involved in performing official duties, which generally includes offices, negotiation halls and going out to perform official duties. The basic requirement of formal dress is to be conservative and wear suits, dresses and uniforms. In addition, you can also consider choosing trousers, long skirts and long-sleeved shirts. It is not advisable to wear fashion or casual clothes. It must be noted that short-sleeved shirts are not suitable for formal wear on very important occasions.

(3) Social occasions

For business people, the so-called social occasion refers to the occasion where colleagues and business partners get along well in public after work. Although these occasions are not at work, they often face acquaintances. The basic requirement of dress in social occasions is fashion personality, and it is appropriate to wear formal clothes, fashion and national costumes. It must be emphasized that it is generally not suitable to choose too solemn and conservative clothes in such social occasions, such as wearing uniforms to attend dances, banquets, concerts, etc., which are often out of harmony with the surrounding environment.

(4) Leisure occasions

The basic requirements of casual clothes are comfort and nature. Business people can dress according to their own preferences. Generally speaking, in leisure occasions, people are suitable to choose sportswear, jeans, beach clothes and various informal casual clothes, such as T-shirts, shorts, sandals and slippers. In leisure situations, if you wear a suit or skirt, it will often make you laugh.

3 Observe the dress code.

So far, no women's dress can be used as a dress to shape the image of professional women like "other mountains are short in the sky" For female managers, dressing well immediately makes their image radiant. With the appearance of temperament and demeanor, there will be more chances of success in your career. But the following four taboos must be observed.

(1) wearing a black leather skirt

You can't wear a black leather skirt in business occasions, otherwise it will make people laugh and cry. In foreign countries, only princesa wears it like this. So when you are dealing with foreigners, especially when traveling to Europe and America, it is absolutely impossible to wear a black leather skirt.

(2) Skirts, shoes and socks do not match.

Shoes are preferably high-heeled or semi-high-heeled leather shoes, preferably cowhide shoes, and the size should be appropriate. Black is the most orthodox color. In addition, you can also choose leather shoes with the same color as the dress. Socks are generally nylon stockings or wool socks or pantyhose. The color should be monochrome, and there are several conventional choices such as flesh color, black, light gray and light brown. Never wear fitness pants, cropped pants and other pants as stockings. Socks should be submerged in the skirt, not exposed. Socks should be in good condition. If you wear a high-end dress, but there are holes in your socks, it will be extremely uncoordinated and not solemn enough.

(3) Barefoot

Barefoot is not only not formal, but also makes some of your own flaws laughed at by others. At the same time, in international communication, wearing a skirt, especially without socks, is often considered to be deliberately coquettish and sexy.

(4) Three legs

The so-called three legs, refers to wear half socks when wearing overskirt, revealing a calf between socks and skirts, resulting in skirts, socks and calves.

Observe the custom of wearing a suit

1) Three-color principle The meaning of the three-color principle means that when men wear suits on formal occasions, the whole body color must be limited to three. (2) Trinity Law: The meaning of Trinity Law means that when men go out in suits, the colors of the three parts of the body must be coordinated and unified. These three parts mean that the colors of shoes, belts and briefcases must be uniform. The ideal choice is that shoes, belts and briefcases are all black. Shoes, belts and briefcases are the most eye-catching parts of white-collar men, so making their colors uniform will help improve their taste.

(3) Three taboos

In short, the three taboos refer to the three shames of wearing a suit and not appearing in a formal occasion.

The trademark on the cuff has not been removed. The trademark on the cuff should be removed by the service staff when paying for the suit. If the trademark of the cuff has not been removed when wearing a suit, it will be incomprehensible.

Wearing a jacket and tie on formal occasions is the same as wearing a suit. If it is an activity in the industry, such as leading an inspection department, it is allowed to wear a jacket and tie. But in formal occasions, jackets are equivalent to casual wear, so it is absolutely unacceptable to wear jackets and ties in formal occasions, especially in foreign-related business contacts.

There are problems in wearing suits, suits and socks on formal occasions. Generally speaking, there is not much stress on wearing socks. The most important thing is that the colors of the two socks should be uniform. But in business communication, there are two kinds of socks, the first is nylon stockings, and the second is white socks.

Section 2 Conversation Etiquette

1 Taboo topics in social situations

In business communication, there are six topics to be avoided, which are collectively called "six don't talk".

(1) Don't criticize the party and the government.

(2) State secrets and commercial secrets shall not be involved.

(3) Don't criticize the things inside the communication object.

(4) Don't talk about leaders, colleagues and peers behind their backs.

(five) shall not involve matters of low style.

(6) Never involve personal privacy.

2 three taboos in conversation

(1) Bad words hurt people

(2) Half-hearted

(3) High noise

Section 3 Meeting Etiquette

(1) Etiquette introduction

In business communication, people often need to explain their situation to the communication object first, that is, introduce themselves. Introduction can generally be divided into three types, namely, introducing yourself, introducing others and introducing the group.

1 Introduce yourself

Pay attention to three points: first, hand in your business card first; Second, the time is short; Third, the content is complete. Generally speaking, in formal self-introduction, the unit, department, position and name are essential.

(1) Name. You should report it immediately, and you can't have anonymous surnames and famous surnames.

(2) unit. If possible, it is best for all work units and departments to report, and specific work departments can sometimes temporarily not report.

(3) position. Apply for a position or undertake specific work: it is best to apply for a position if you have a position, and you can apply for a specific job if you have a lower position or no position. For example, you can say, "My name is Tang Li, and I am the public relations manager of Qin Tian advertising company." .

Introduce others

(1) Selection of Introducer

Generally speaking, when there are guests at home, the hostess is the introducer; The company has guests, usually full-time staff, such as public relations personnel and secretaries, who act as references; If an important guest comes, the head of the unit should be an introducer to show respect for the important guest.

(2) the order of introducing others

When introducing others, the standard of order is: when introducing both sides, be humble before respecting. According to the general rules, the order of business etiquette when introducing others is roughly as follows:

(1) When introducing the understanding between superiors and subordinates, introduce the subordinates first, and then introduce the superiors.

(2) When introducing the elders and the younger generation, the younger generation should be introduced first, and then the elders.

③ When introducing the understanding between the old and the young, the young should be introduced first, and then the old.

(4) When introducing women to men, men should be introduced before women.

⑤ When introducing the married and the unmarried, introduce the unmarried first, and then the married.

⑥ When introducing colleagues, friends and family, introduce family first, and then introduce colleagues and friends.

⑦ When introducing guests to the host, the host should be introduced first, and then the guests should be introduced.

When introducing the participants who came first with the latecomers, introduce the latecomers first, and then introduce the latecomers.

3 introduce the collective

An introduction group generally means that one or both parties are introduced by more than one person. In fact, introducing others is also a special case. In view of this, all the basic rules introduced above can be used. Its basic rule is: when introducing both sides, be humble before respecting. When introducing the specific personnel of their respective parties, they should be self-respecting and modest.

? (B) the etiquette of shaking hands

1 extension sequence

People with high status shake hands with people with low status, and people with high status should reach out first.

When a woman shakes hands with a man, she should hold out her hand first.

When a married person shakes hands with an unmarried person, the married person should reach out first.

When old people shake hands with young people, old people should reach out first.

When the elder shakes hands with the younger generation, the elder should reach out first.

In social situations, the person who comes first to shake hands with the person who comes later should reach out first.

When entertaining guests, the host should first reach out and shake hands with the visiting guests.

When guests leave, they should first reach out and shake hands with their hosts.

Taboo of double-line handshake ceremony

When shaking hands, don't hold newspapers, briefcases and other things in your other hand, and don't put them in your pocket.

Don't shake hands in a hurry, just do it in order.

Women are allowed to shake hands with people who wear tulle gloves in social situations, while men should never wear gloves when shaking hands.

You are not allowed to wear sunglasses when shaking hands, except those with eye diseases or eye defects.

Don't refuse to shake hands with others, don't shake hands with others with your left hand, and don't shake hands with the opposite sex with both hands.

When dealing with Christians, don't cross the hands of the other two when shaking hands. This shape is similar to a cross, which is very unlucky for them.

When shaking hands, don't hold the other person's hand, push it over, or shake it up and down.

When shaking hands, don't be wordy, grovel, abuse enthusiasm, and be too polite.

When shaking hands, don't just hold each other's fingertips, and don't just hand them a cold fingertip.

Don't shake hands with dirty hands, and don't wipe your hands immediately after shaking hands with others.

(3) the etiquette of obtaining and accepting business cards

Request 1 business card

Generally speaking, asking for a business card should not be too direct. There are four feasible methods: one is transaction method; Second, the provocative law; Third, the humility method; Fourth, contact information.

(1) transaction method

The trading rule refers to "if you want to take it, you must give it first." In other words, when you want to ask for someone else's business card, the most convenient way is to give your business card to the other person first. As the saying goes, "it is disrespectful to come without going." Pass your business card to the other party. It is impolite for the other party not to reply, so the other party will usually return it to you.

(2) challenging methods

The so-called provocation means that sometimes the communication partner is taller than himself, or as the opposite sex, it is inevitable to be wary. In this case, give the business card to the other party, and the other party may not return it. In this case, you might as well give a little explanation when handing the business card to the other party, such as "Mr. Wang, it's a pleasure to meet you. I wonder if I can have the honor to exchange business cards with you." In this case, the other party will not refuse to return your business card. Even if he really doesn't want to give it to you, he will find a suitable excuse not to embarrass you.

(3) Modesty method

Modesty refers to making a little preparation before asking for a business card from the other party in order to ask for it. For example, when you meet an expert who studies computer technology, you can say, "Nice to meet you. Although I have been playing computer for four or five years, it is still a drop in the bucket compared with professionals like you. I hope I can continue to consult you in the future. I don't know how to ask you in the future? " All the previous words are paving the way, and only the last sentence is the real purpose: asking for the other party's business card.

(4) Contact information

Modesty is generally applicable to people with high status, not to peers or younger generations. In the face of peers and younger generations, we might as well use contact method. The standard statement of contact information is: "Nice to meet you. I hope to keep in touch with you in the future. I don't know how to contact you more conveniently? "

2 accept business cards

When accepting other people's business cards, you should give and take, and pay attention to four points. For the third point, special attention needs to be paid.

When someone hands you a business card, you should stand up and look at each other with a smile.

When accepting a business card, hold it with both hands or with the right hand. Don't just hold it with your left hand.

After receiving the business card, read it carefully and silently from beginning to end to show that you value each other.

Finally, when accepting other people's business cards, use polite expressions. Such as "Please take care".

Section 4 Gift Etiquette

In business communication, gifts are often indispensable. It is not only a souvenir, but also a publicity material. The key to choosing a gift is to look at the object, the relationship, the occasion and the purpose, and determine what to do and what not to do.

1 the right gift

In business communication, suitable gifts should be propagandized, memorable, unique and fashionable, and sometimes they should be easy to carry.

(1) Memorial

In business communication, the gifts used should make the other party remember themselves, their units, their products and services, so that the two sides can communicate in a friendly and harmonious way. In a word, letting the other person remember himself is one of the main functions of gifts in business communication.

(2) uniqueness

Gifts in business communication should be unique. It is necessary to make people without me, and people with me are superior. Try not to be a thousand people, otherwise it will give people a perfunctory feeling.

(3) publicity

In business communication, we should first pay attention to the promotion of gifts, that is, the gifts used in business communication are for promoting corporate image, not for bribing or wooing others.

(4) Fashion

Gifts should not only be different, but also pay special attention to whether they are fashionable. In short, when choosing gifts in business communication, you should not be too outdated, otherwise the effect will be counterproductive.

(5) portability

When a guest comes from a foreign land, the gift given to the other party should not be fragile or bulky, which is convenient for the other party to carry, otherwise it will add trouble to the other party, so the gift for business communication should pay attention to its portability.

Avoid choosing gifts

You can't send large amounts of cash and securities, otherwise you will be suspected of buying off the other party. At the same time, it should be noted that gold and silver jewelry is not suitable for giving to others.

Fake and shoddy goods and out-of-season goods should not be given to others. Otherwise, there is suspicion of fooling each other and fabricating figures.

You can't give each other drugs and nutrients, otherwise it will imply that the other party is in poor health. foreigner

Gifts that violate social morality and laws and regulations cannot be given to others. Such as pornography, gambling, drugs and other items. Articles that violate the national customs, religious beliefs and living habits of the communication partner cannot be given to others, otherwise it is suspected of disrespecting the other party.

Articles with obvious advertising signs and propaganda words can't be given to others, otherwise they are suspected of using each other as advertising signs for themselves.

In the west, there is no need to "greet" (hooligans), chrysanthemums are for the dead.