英文商务礼仪.ppt

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1、The origin of etiquetteLouis XIVs gardener faced a problem:he could not stop the noblemen from trampling about the kings garden.He finally attempted to dissuade their Behaviour by posting a sign,called etiquet,which warned them to“keep off the grass”.When this act failed,the king himself had to issu

2、e a decreeThat no one could go beyond the bounds of the sign.Later,the word“etiquette”was given to a ticket from the court that included rules regarding where to stand and what to do.The word“etiquette”has evolved,but in many ways it still means“keep off grass”-remaining within the flexible boundary

3、 of civil behavior.What is etiquette?What is etiquette?What is business etiquette?Etiquette is formal Etiquette is formal rules of correct and rules of correct and polite behavior in polite behavior in societysocietyPrinciples of international businessEquality and prioritySpecialty and universalityR

4、espect and sincerityConsideration and flexibilityGratitude and generositySection one Business AttireFormal clotheso1.Morning attireoA.Morning attire for MENo(1)Suito a.fabricn nBest choice:wool or cottonn nLinen:be careful!It is easy to be wrinkled.n nIronclad rule:not shiny or iridescentb.ColorSoli

5、d colorPinstripesCheck patternDark colorLighter shades of brown(tan or beige)grey12345(2)Dress shirtn nRules n n1.make sure the jacket,the shirt and the tie complement one another.n n2.the sleeves of the shirt should be a bit longer than those of the jacket.(3)Tie(4)Shoes and socksn n1.smooth surfac

6、e leather shoes are a must.(rough surface-no!)n n2.black and dark brown are the best choice.n n3.avoid exposing the skin of your legs while seated.n n4.white socks match black shoes?B.Morning Attire for women(1)Suit pared with mens suit,women have more choices in style and color.2.The ideal length o

7、f the skirt:2.5cm above or below the knees.(2)stockingso1.skin-color silk stockings are the best choice.o2.The rims of stockings should not be exposed.o3.Stockings of bright colors should be avoided.(3)Shoes and handbago1.smooth-leather surface shoeso2.quiet and conservative colors are acceptable.o3

8、.It is suggested that the shoes cover your toes and heels.o4.As for handbag,it must be big enough to hold all the items you carry.Section two Grooming o1.HairoA.There is no strict rule about the length of a womans hair,but on the job,hair should be kept out of eyes.oUnusual color is risky(dyed yello

9、w or pink etc.)2.FingernailsoClean and trimmedoClear nail polish is a good choice.3.Make upoLight-touch make-up is suggested4.Perfume oMany people are allergic to certain smells,so if you wear perfume to work,make sure the scent is clear and light.Of course,you can go to work perfume free.Chapter II

10、 Meeting and GreetingSection I The Art of Introducing PeopleoI Making proper introductiono1.Basic rulesoIntroduce a lesser to a more important or senior personoA younger person to an old personoA gentleman to a ladyoA guest to a hostoA junior executive to a senior executiveoAn unofficial person to a

11、n official personoA peer in your company to a peer in another companyoA fellow executive to a customer or clientRemember:the person you address first is more importantoMr.Cogwell,I want my daughter,Ruth to meet you.Ruth,this is Mr.Cogwell,President of our company.()oMr.Beta,I d like you to meet Mr.A

12、nderson,my boss.Mr.Anderson,this is Mr.Beta,our client from San Diego.()Remember to Use titles when introducing peopleoThis is Professor Jennifer Garrett,he is from California University.()oThis is Jennifer Garrett,he is from California University.()Explain who the people are when you introduce them

13、oThis is Mr.Williams,he has been serving our company loyally for 10 years.()oThis is Mr.Williams,general manager of our company.he has been serving our company loyally for 10 years and made a great contribution to its success.()oSay names slowly,clearly and distinctlySection II Handshakeso1.postureo

14、Stand about 1 meter away from the other person oExtend your right handoKeep the thumb up and the other four fingers extended together2.A desirable handshakeoA desirable handshake feels:firm,strong;as if you are glad to meet someone;dry,warm and pleasantoWhat will you do when you have cold or clammy

15、hands?Section III Business cardoI.Exchanging Business Cardso1.when to exchange business cardsoA.Meetings are the best time to exchange business cards.Business cards are generally exchanged at the beginning of the meeting.oB.When sb specifically asks for you card or you are engaged in a conversation

16、about businessoC.If the person you are speaking with seems interested in your product or service,offer your card.oD.Dont offer your card to anyone you meet;the card may be thrown away if the recipient has no interest in receiving it.oE.Dont offer your card to others when you are at the dinner table

17、or the banquet.2.How to exchange business cardsoA.Handing your cards to others o1.present your cards with two hands.o2.hold your card by the two upper corner,so that the recipient can easily read your card.o3.look at the other peoples eyes and smile.o4.when handing your cards,you can say“here is my

18、card”B.Accepting a business cardo1.pause and take time to read it.If possible,comment on it before putting it away.o2.treat the card with respect and put it in a card case.If you forget to take a card case with you,put it in the wallet.o3.if you are at a meeting,dont put away the card you received i

19、mmediately.Place it on the table in front of you.If you receive more than one cards,place them in a sequence that complies with the seating of the cards owners.Section I Arriving for Dinner I.A guest pre-planning1.It is most polite to arrive _minutes earlier than the stated time.2.if you are more th

20、an 15 minutes late,call the host.3.At a less formal dinners,a bottle of wine or chocolate is a good gift.4.At a formal dinner,gift is not needed.10-15II.Seating protocol 1.At a formal dinner,there will be usually cards placed on the table.If it doesnt exist,wait to be seated by your host/hostess.2.g

21、enerally,when the event involves both men and women,they are seated alternating man and woman.The place of honor?3.The place of honor is to the right of host if the guest is a woman and to the right of the hostess if the guest is a man.Host Hostess Woman 2woman1man4woman6man3woman5man1man2woman4man6

22、woman3man54.If the guests are business people of either sex from different companies.It is acceptable to alternate“host and guest”.That is to say each guest sit next to a host or the representatives of the host.Door A=company AB=company BHost/A1A4B1B2A 2A3B3B4Section II Placing ordernI At a restaura

23、nt nAt the restaurant,once you are settled in the seat,the first thing you usually order is _.nWhen the waiter asks for your food order,keep three things in your mind:n1.order medium-priced menu.n2.know the food you are ordering.n3.order food that is relatively easy to eat.drink（aperitif）AppetizerSo

24、up entreeMain courseDessert Drinks oII.Menu 1.starters（前菜）A.appetizers(头盘，开胃菜)The most commonly seen appetizers include:cold cuts,(冷盘)caviar(鱼子酱)，Foie gras（鹅肝酱），vegetable salad,sausage etc.they are usually served in a little quantity.B.soupC.entre/side dish(副菜副菜)Entre mainly includes：sea food,fishes

25、,shells together with eggs and bread.2.Main course(主菜主菜)A main course is the featured or primary dish in a meal and sometimes called meat course.The main ingredient is usually:pork,beef,mutton,chicken,duck goose or fish.o3.Dessert Common desserts include cakes,cookies,pudding,fruits,pastries，ice cre

26、am etc.4.DrinkUsually coffee and teaOr brandy oWines matching main courseoThe advice on selecting a wine is to stick with white wine for white meat and red wine for red meat.Tipsoif you have no idea of how to order the wine,ask the waiter or sb who knows it offer help.Section III Facing a Dinner Gra

27、cefully oI.Napkins othe napkin can be unfolded after you have ordered the meal.If you are a guest,wait for your host to make it move.Where should a napkin be placed?oRemained folded in half and place it on your lapoTie it around your neck II.Posture o1.your general posture should be a straight back.

28、o2.your feet should be firmly placed on the floor.o3.dont cross the legs.o4.dont lean back on your chair and loop your arm around the chair.o5.dont shake your legso6.avoid extending your legs under the chair.III.Using eating utensils o1.knife,fork and spoonoHold the folk with left hand and hold the

29、knife with your right hand.oSpoons are for coffee,tea,soup ice cream,soft dessert,but not for vegetables(salad for example).oRemember:spoons stir tea or coffee,but dont drink with it.After you have stirred your beverage,place it on the serving plate beneath the cup.2.Proper eating stylesoA.American

30、styleoIn American style,one cuts the food by holding the knife in the right hand and the fork in the left hand with the folk tines(叉齿)piercing the food to secure it on the plate.oCut a few bite-size pieces of food and lay the knife on the plate with the sharp edge facing in.oChange your folk from yo

31、ur left hand to your right hand to eat,folk tines facing up.oB.European styles oIn European style,one cuts the food by holding the knife in the right hand and the fork in the left hand with the folk tines(叉齿叉齿)piercing the food to secure it on the plate.oThe difference is,your fork remains in your l

32、eft hand,tines facing down,and the knife in your right hand,simply eat the cut pieces of food by picking them up with your folk in your left hand.oTips oCut the meat from left to right,with the folk tines coming close to the knife.oIV.When dinner is servedo1.When to start?oWhen the host/hostess pick

33、s up his/her folk,you may pick up yours and begin to eat.o2.Before the first course arrivesoBefore the first course arrives,drinks and bread will soon arrive.oBread is often placed in a basket.If it is placed in front of you:o1).pick up the basket and offer it to the person to your left.o2).take a p

34、iece yourselfo3).pass it to the one to your right.oYou place the bread and butter on your butter plate,then break off a bite-sized piece of bread,spread a little butter on it,and eat it.o3.Beverage oWhen wine is served,wait to sip the beverage until your mouth is empty and has been wiped with a napk

35、in(especially important for a lady).oIf you are asked to pour the wine,fill the glass only one-third to halfway.o4.if you take a break or leave the table during the mealo1.place the napkin on your chair,and push the chair back under the table.o2.rest the folk and knife on the plate.5.Smoking at a ta

36、bleoA table without ashtrays indicates the hostess doesnt want her guest to smoke.oIf ashtrays are provided,you should ask the host/hostess for permission.oWait until the dessert is finished.oNever use dessert plate or saucer as an ashtray.I run a manufacturing company with about 350 employees,and I

37、 often do the interviewing and hiring myself.I like talking to potential salespeople,because theyre our link to customers.Article1_SWhen a recent college graduate came into my office not too long ago looking for a sales job,I asked him what he had done to prepare for the interview.He said hed read s

38、omething about us somewhere.Had he called anyone at Mackay Envelope Corporation to find out more about us?No.Had he called our suppliers?Our customers?No.Had he checked with his university to see if there were any graduates working at Mackay whom he could interview?Had he asked any friends to grill

39、him in a mock interview?Did he go to the library to find newspaper clippings on us?Article2_SoDid he write a letter beforehand to tell us about himself,what he was doing to prepare for the interview and why hed be right for the job?Was he planning to follow up the interview with another letter indic

40、ating his eagerness to join us?Would the letter be in our hands within 24 hours of the meeting,possibly even hand-delivered?oThe answer to every question was the same:noHave you found any clue Have you found any clue to interview etiquette?to interview etiquette?Share what you found Share what you f

41、ound with uswith usSection one Before the InterviewI.the Research 1.make your objective clearIt is about what you can do,what you want to do,what you want to get from your job.2.research of the companiesFrom newspapers,TV broadcasting,the internet and so on you can know about the companies you want

42、to work at.Learn sth about their products,suppliers,customers,corporate culture etc.II.Paper workApplication letterResumePhotocopies of your certificatesClass 9403Business Administration MajorKunming Second Commercial School34 Cui E.Rd.,Kunming 650020June 28,2011headingMr.Wen QimingManager of Market

43、ing DepartmentK&H(Chinese-Foreign Joint Ventures)Market56 Huagang N.Rd.,Kunming 650033 Inside addressDear Mr.Wen,Ms.Huang Lijia of your company has told me that your dept needs a manager assistant,and I wish to apply for the position.I will graduate from commercial school next month.My outstanding r

44、ecord at school and some experience in business has prepared me for the work you are calling for.I am really interested in learning business practice,and also a diligent worker and a fast learner.If given a chance,I am sure I can prove my worth in your company.I will be available during the weekdays

45、 in the morning for any interviews you may want to give.Enclosed is my resume,and hoping for your immediate reply.Sincerely yours,X,XXsalutationbodyComplimentary closesignatureoIII.Mock interviewo1.Frequently asked questions in the interviewoA.work experience/performance at schooloName of the compan

46、y,position titleoYour responsibilitiesoMajor problems or challenges faced in the job.oYour biggest accomplishments in the positionoThe strengths and shortcomings of your bossoThe reasons why you left oB.The new job and companyoWhat interests you about this job?oWhy are you the best person for the jo

47、b?oWhat do you know about our company?oWhat challenges are you looking for in the position?oWhat can you contribute to the company?oAre you willing to travel?oIs there anything else you would like to know about the position?oWhat are your salary expectation?oC.The futureoWhat are your goals for the

48、next five years?oHow do you plan to achieve the goals?2.Job interview is not a one way street,so have questions of yours ready to ask.Section II During the interviewo1.Get to know the exact place of the interviewo2.be punctualo3.Dress upo4.Be the truest and the nicest youSection III After the interv

49、iew oSend a thank-you letter to each of your interviewers.Some“Dos”and“Donts”Read the following items with your partner and fill them into the chart.Item 1:plan to arrive on time or a few minutes early.Item 2:wait until you are offered a chair before sitting.Sit upright,look alert and interested at

50、all times.Item 3:Talk as much as you can,so that the interviewer ca understand you better.Item 4:You can inquire about salary,vacations,so that the interviewer will think you are really serious to get this job.Item 5:You can call the interviewer by his first name if you are sure of it.Item 6:When as