Public relations etiquette is the code of conduct for people to engage in public relations activities. Because public relations etiquette is a modern etiquette based on industry, we should not only follow the principle of interpersonal communication, but also pay attention to the following principles.
(A) the overall principles of etiquette system
Etiquette is a complete system, covering everything for thousands of years. Therefore, in foreign exchanges and public relations exchanges, we must not ignore its integrity, but pay attention to the integrity of information collected, because the gender, age, nationality, state, nationality, religion, belief and occupation of a guest or partner all determine what kind of etiquette reception he adapts to and likes, and a mistake in one link may lead to "100-"
Principle of fairness and reciprocity
It is considered impolite to "reciprocate" and "reciprocate". Everyone wants to be respected, arrogant, indifferent or accommodating in social communication. It should be fair and generous, neither supercilious nor supercilious, active and friendly, warm and gentle.
(3) punctuality and punctuality principle
Punctuality is more important in modern society. No matter what the reason, it is impolite not to be punctual, and you should be modest after you miss the appointment for just reasons.
(d) Respect the principle of custom and the principle of custom taboo.
These useful aphorisms, such as "different winds in ten miles, different customs in eight miles", what songs to sing in what mountains, and "seeing gifts in the door and asking taboos when going out", all illustrate the importance of respecting different customs and taboos in different places. In particular, not knowing foreign taboos and taboos of different nationalities in foreign exchanges may cause unpleasant consequences.
The principle of harmony and moderation
The use of etiquette must be analyzed in detail and handled appropriately according to people, things, time and place.
(6) Principles of diplomatic etiquette and order
(7) The principle of giving priority to women
"Ladies first" is an important symbol of western education level, and it is the embodiment of gentlemanly manner and chivalry. Although men and women are equal, this cannot be ignored when dealing with foreign affairs.
(eight) the principle of difference
Because foreigners are different from our country in history, culture, economy, politics and nationality, not only in language, but also in many aspects of ideology, we must make full psychological and technical preparations.
In addition, in business communication, the etiquette requirements for public relations personnel are also very high. Under the premise of self-denial, public relations personnel must keep their proper manners and always treat others with courtesy. To be fair, it is not easy to fully meet the requirements of etiquette. But it doesn't matter. Mastering some basic etiquette knowledge will certainly be of great help to public relations personnel in business communication.
Euphemistic language
When a friend comes into your office uninvited, and it is really difficult for you to handle it for a long time, if you directly tell the other person "not yet" or ignore his love, it is likely to offend people.
In fact, as long as euphemistic language is used, it can also imply that the other party will leave as soon as possible, and it will not embarrass them. At the beginning of the meeting, you can sincerely welcome him and politely tell him, "I was going to attend the company's regular meeting, but you are a rare guest. How dare I neglect you?" So I specially asked for five minutes off to talk to you. The voice-over of this sentence implies that the other party can only speak for five minutes, but because it is said with respect, it will be heard in the other party's ear.
For another example, if a foreign businessman visiting an enterprise suddenly asks you about our output and output value, he should not have asked. He may be told "no comment", but it may also make the other party feel ashamed.
At this time, you can use appropriate conversation skills to express the meaning of "no comment" in another way. For example, "We will produce as much as the board of directors tells us to". "How much capacity, how much production". "How many products can be sold, how much output value can be created". The output value created from one year to another is often different. In the face of this "irrelevant answer" to take care of each other's emotions, the other party will shrink back when they are sensible.
Greetings and greetings
Welcome guests, social language also. Greetings, that is, greetings when people meet, ask how they are doing. In most cases, the application scenarios of the two are similar, and they are both used as the "opening remarks" of the conversation. In this sense, the boundary between the two is often difficult to determine.
The main purpose of greeting is to break the deadlock in interpersonal communication, shorten the interpersonal distance, show respect for the interviewee, or show willingness to make friends with him. Therefore, when meeting others, if you can choose the appropriate greeting, it will often pave the way for further conversation between the two sides.
On the contrary, it is very impolite to say nothing when you should exchange a few pleasantries with each other.
After being introduced to others, you should greet each other. If you just nod to him, or just shake hands, it is usually understood that you don't want to have a deep conversation with him and make friends with him.
When you meet an acquaintance, you should also exchange pleasantries with him. Turn a blind eye and say nothing, it is inevitable to appear arrogant.
At different times, the applicable greetings have their own characteristics.
The most standard way to say hello to people you meet for the first time is: "Hello!" "Nice to meet you. It's an honor to meet you.
If you are elegant, you can say "I've heard a lot about you" or "Nice to meet you".
If you want to be casual, you can also say: "I have heard your name", "So-and-so has often told me about you", or "I have read your masterpiece", "I have heard your report" and so on.
Greet acquaintances, and the language may appear cordial and specific. We can say "long time no see" and "meet again", or we can say: "You look good", "Your hairstyle is great", "Your little granddaughter is so cute", "It's really windy today" and "Are you going to work?"
Greetings don't necessarily have substantive content, they can be long or short, and they need to vary from person to person and from time to place, but they must be concise, friendly and respectful.
Greetings should be simplified, not too stylized, just like writing an eight-part essay. For example, when they met for the first time, one person said, "I've heard a lot about you, and it's a pleasure to meet you today." The other said, "How dare you?" Just like a costume drama, there is no need.
Greetings should be friendly and respectful. It is not allowed to joke in a perfunctory way, nor can it be used to tease each other. "Come", "Look at you", "Hey, you've gained weight again" and so on, which should naturally be banned.
Greetings between acquaintances are more common. Westerners like to say "hi", while China people like to ask "Where are you going?" "What are you busy with?" "How are you?"
In business activities, in order to save time, some people combine greetings and greetings and use a "hello".
Greetings have very distinctive folk and regional characteristics. For example, old Beijingers love to ask others, "Have you eaten?" Its essence is "Hello!" If you answer "I haven't eaten yet", that's wrong. Waiting for a southerner or foreigner is often interpreted as "inviting me to dinner", "satirizing my inability to support myself", "minding my own business" and "having nothing to say", which leads to misunderstanding.
Among Arabs, there is another one similar to "Have you eaten?" "What happened to the animals?" Don't be angry. People don't treat you like an animal, but care about your financial situation. What is more important than cattle to Arabs who live by nomads? Ask you, "How are the animals?" I really care about your life. In order to avoid misunderstanding and standardize, business people should use "hello" and "busy" as greetings, and it is best not to talk nonsense.
In public relations etiquette, we should pay attention to eight principles of etiquette: systematic integrity, fairness and reciprocity, punctuality, respect for customs and taboos, harmony and moderation, foreign affairs protocol order, ladies first, differences, and attention to speech.
Do you know what details should be paid attention to in the civil service interview?
Every year, the civil service examination attracts the attention of many college students, and the interview is particularly important. I would like to remind all candidates that the examiner will start to analyze the interviewer's face, hairstyle, smell and dress, and get an impression, which requires students to pay attention to some etiquette details of the interview in order to deal with various problems that may arise during the interview. workplace
First, the face
For men, in addition to keeping the face clean and tidy, the most important thing is to pay attention to the beard and nose hair, and never leave the examiner with a sloppy feeling.
For ladies, light makeup can be applied appropriately. The basic requirement of women's makeup is natural harmony. Nature is to make sure there is no trace after makeup, giving others a feeling of natural beauty. As the saying goes, "clear water produces hibiscus, which is naturally carved", which is what the interview needs. Imagine, which examiner is willing to hire a character dressed as an "aunt"? Coordination is to coordinate with one's overall collocation, environment and identity. Beautiful makeup can really give people a lively and fashionable impression, but women who take part in civil servant (course) interviews must pay attention to consider the problem from the examiner's point of view, so as to look like a government employee, rather than a model or actor who participates in a beauty contest.
Second, hairstyle.
Psychological research has found that when meeting strangers, hairstyles can attract their attention more than facial features. Long hair implies health and sexiness, short hair looks confident and successful, and natural, medium-long hair with no specific style makes people feel smart and real.
In the interview process of civil servants, the most important thing for candidates is to decorate their hair styles neatly and regularly, with moderate length and suitable for their hair styles. When interviewing, men should pay special attention not to have too long hair. The specific requirements are: no forehead at the front, no ears at the side and no collar at the back. Ladies whose hair exceeds their shoulders, it is best to tie it up with clips or hair bands. Be sure to communicate with the examiner confidently and naturally during the interview. Therefore, the hair on the lady's forehead should not cover her eyes as much as possible, and the bangs should not exceed her eyebrows. In the interview, the examiner is quite taboo about the feeling that "there is still half a face hidden behind the guitar that we can't see".
Third, the smell
Interview counseling experts suggest not to use perfume and irritating hair gel and hair cream. The most important thing is to strive for no smell in your mouth. Try to avoid eating odorous foods such as onions, garlic, leeks and seafood before the interview. Be sure to clean up all the smells that don't match the interview before the interview.
In the civil service interview, all candidates who take part in the interview only have one chance to make a first impression, which is also the key to your success. So before the interview, you still need to carefully create your own interview image and etiquette, which is also a sign of confidence.
Fourth, dress.
Dress is a matter of great concern to every examinee. After all, there are certain requirements for government officials to dress. The key to choosing clothes is to look at the job requirements, and the clothes of government departments should be traditional and formal. The clothes worn by civil servants in the interview should not be too fancy and gorgeous, but should conform to their own image and give people a clean and professional impression. Generally speaking, men should be simple and generous, and women should make people feel dignified and elegant.
During the interview of civil servants, men mainly wear suits, ties, shirts and leather shoes, and their colors are mainly dark, especially dark gray and navy blue, which represent loyalty, decisiveness and rationality. When choosing a tie, you should pay attention to the color matching with the shirt. Leather shoes are mainly black. Don't wear leather shoes that are too eye-catching, so as not to match your clothes. Of course, we should pay attention to the color of socks, which is easily overlooked by many people.
Women should wear professional clothes as much as possible, and the colors they wear should be monochrome. If the color of a lady's clothes jumps, it will make the examiner feel that this person is not stable enough. Never wear a pink suit, because pink makes people feel frivolous and vain. When choosing shoes, women should try to choose middle heels, so that on the one hand, they can set off the temperament that women should have, on the other hand, they will not appear "not seeing the person, only hearing his voice" in the interview.
To sum up, men are not allowed to wear flowered shirts, T-shirts and so on. Ladies are not allowed to wear miniskirts, tights, cultural shirts, etc. And you are not allowed to wear vests, shorts, sandals, jeans and sports shoes.
The importance of business etiquette
With the in-depth development of market economy, there are more and more business activities, and etiquette is also playing an increasingly important role. 1. Standardize behavior. The most basic function of etiquette is to regulate various behaviors. In business communication, people influence, interact and cooperate with each other. If certain norms are not followed, the two sides will lack the basis for cooperation. Among many business norms, etiquette norms can make people understand what to do, what not to do, what to do and what not to do, which is conducive to determining self-image, respecting others and winning friendship. 2. Pass the message. Etiquette is a kind of information, through which you can express feelings such as respect, friendship and sincerity, and make others feel warm. In business activities, proper etiquette can gain the goodwill and trust of the other party and contribute to the development of the cause. 3. Enhance feelings. In business activities, with the deepening of communication, both sides may have certain emotional experiences. There are two emotional states: one is emotional state and the other is emotional rejection state. Etiquette can easily attract each other, enhance feelings, and lead to the establishment and development of good interpersonal relationships. On the other hand, if you don't pay attention to etiquette and behave rudely, it will easily cause emotional rejection, cause interpersonal tension and leave a bad impression on the other side. 4. Establish an image. If a person pays attention to etiquette, he will establish a good personal image in front of everyone; When members of an organization pay attention to etiquette, they will set up a good image for their organization and win public praise. Modern market competition is not only product competition, but also image competition. A company or enterprise with good reputation and image can easily gain the trust and support from all walks of life and be invincible in the fierce competition. Therefore, business people always pay attention to etiquette, which is not only the embodiment of good quality of individuals and organizations, but also the need to establish and consolidate a good image. Business etiquette is a code of conduct that reflects mutual respect in business activities. The core of business etiquette is the code of conduct, which is used to restrain all aspects of our daily business activities. The core function of business etiquette is to show mutual respect between people. In this way, it is more important for us to learn business etiquette. We can simply sum up business etiquette, which is a general requirement for people's gfd and etiquette in business activities.
Common sense of civilized etiquette needs to be known.
Personal etiquette is the basis of all other etiquette, the comprehensive expression of a person's radiant appearance, appearance, speech and behavior, and the external expression of personal character, quality, taste, cultivation, spiritual world and living habits. The general norm is: clean and refreshing, dignified and generous.
I. Etiquette and manners
Keep your hair clean and properly groomed, and the hairstyle is suitable for my condition, identity and nature of work. Men should shave every day. Ladies' make-up should be simple, beautiful and elegant, avoid excessive use of aromatic cosmetics and avoid making up in public. The expression is natural and calm, the eyes are focused, steady and soft. Keep your hands clean in formal occasions and avoid long nails.
standing position
Straighten, stretch, and naturally droop your arms. On formal occasions, don't put your hands in your trouser pockets or cross your chest, and don't make subconscious little moves. When a woman stands, her legs should be basically close together, and her feet should adapt to her clothes. When wearing a tight skirt, the heels are close together and the toes are separated in a "V" shape or a "Y" shape; When you wear a dress or cheongsam, you can distinguish your feet.
sitting position
When sitting, the movements should be light and slow, relaxed and natural. Don't drag chairs and stools at will, sit down from the left side of the chair and sit down calmly. When a woman sits in a skirt, put the back of the skirt together, cross her knees or legs backwards, keep her upper body straight, relax her shoulders, and put her hands on her knees or chair armrests. Men can divide their legs (generally not more than shoulder width) and naturally put their hands on their knees or chair armrests.
When you leave your seat, please let the high-ranking people leave first. When you leave your seat, move quietly and don't make any noise. Leave from the left side of the seat, stand well before walking, and keep your posture light and steady.
Walking posture
When walking, you should hold your head up and chest out, lean forward slightly, hold your chest out and abdomen in, keep your upper body upright, relax your shoulders, swing your arms back and forth naturally, keep your feet light and steady, and keep your eyes natural. Don't look around.
Obey the traffic rules and be polite to others. Three people walk in parallel, and the elderly, women and children walk in the middle. Men and women walk together, usually men walk outside. Avoid eating or smoking when walking. When you meet an acquaintance, you should take the initiative to say hello or greeting. If you need to talk, you should stand on the side of the road and don't interfere with the traffic.
Second, the conversation etiquette
Sincere attitude, natural and generous expression, friendly language and proper expression. Don't point your fingers at people when you speak, and make small gestures. The speaker should keep a certain distance. Don't make out with men and women in public, and avoid talking and whispering with the unrelated opposite sex for a long time.
Respect elders, teachers and superiors, and be approachable to subordinates, juniors and students. Talk to several people at the same time, don't focus on one or two people, take care of everyone present and listen to each other.
Don't swear, don't argue irrationally. Don't talk about other people's privacy and expose their shortcomings. Don't talk about others behind their backs and stir up trouble. Don't tell absurd and sensational things, and don't make small broadcasts. When you disagree in a conversation, you should keep calm, tolerate differences or avoid topics with an open mind. Don't make a noise in public and argue unprincipled questions. In case of offensive or insulting words, you must express your position, but you must master the scale.
Third, dress etiquette.
Clothing is a kind of culture, which reflects a nation's cultural accomplishment, mental outlook and the development of material civilization. Dressing is an art, and proper dressing can reflect a person's good mental outlook, cultural accomplishment and aesthetic taste. Dress dignified and generous on formal occasions; Attending banquets, dances and other social activities should highlight fashion personality; Comfortable and natural to wear in leisure occasions. Generally speaking, the whole body does not exceed three colors.
men's clothing
A man must be neat and straight in a suit. Formal occasions should wear uniform fabrics, uniform color suits, monochrome shirts, ties and dark leather shoes. Three-piece suit, you can't take off your coat on formal occasions. According to national practice, sweaters and vests are not worn in suits, and only one V-neck sweater is added at most in China to keep the lines of suits beautiful.
The shirt collar should be crisp and free of dirt and oil stains. The hem of the shirt should be tucked into the pants, and the neckline and cuffs should be fastened. The neckline and cuffs of a shirt are 1-2 cm longer than those of a suit, so as to show a layered feeling. Don't expose the neckline and cuffs of underwear inside the shirt.
The bow tie should be full and match the neckline of the shirt. The length of the tie should be that the big arrow hangs on the belt buckle after being tied. When a suit is buttoned, the tie clip is sandwiched between the third button and the fourth button of the shirt.
You must wear leather shoes to wear a suit. The color of shoes can't be lighter than pants. Black leather shoes can be matched with black, gray and navy suits, dark brown shoes can be matched with brown or beige suits, and shoes should be oiled and polished. Socks should generally be black, brown or navy blue, which matches the color of pants. Avoid black shoes with white socks at any time.
Women's clothing
The color of office clothes should not be too eye-catching, but should be as harmonious as possible with the office color and atmosphere, consistent with the specific occupational classification. Clothing should be comfortable and convenient to adapt to the intensity of work all day. Naked, fancy and reflective clothes are taboo in the office. On more formal occasions, women's formal professional suits should be chosen; In a relaxed professional environment, you can choose clothes with stable shape, bright lines, rich texture and good feel. The texture of clothes should be as elegant as possible, and it is not easy to wrinkle.
When wearing a skirt, the color of socks should be coordinated with the color of the skirt, and socks should not be exposed outside the skirt. Young women's skirts are 3-6 cm above the knee, and middle-aged and elderly women's skirts are about 3 cm below the knee. Shoes should be comfortable, convenient, harmonious and elegant.
decoration
When wearing jewelry, we should consider the relationship between people, environment, mood, clothing style and many other factors, and strive for overall coordination. Abide by the principle that less is good, the same quality and color, and conform to identity.
Men can only wear rings, collars, necklaces and so on. Pay attention to less but better to show masculinity. There are many kinds of female accessories and a wide range of choices. Accessories should be worn in harmony with body shape, hairstyle, face shape, skin color, clothing and work nature. Only wedding rings, pearl necklaces and plain ornaments can be worn when mourning.
Basic knowledge of table manners
Table manners play a very important role in the complete life order of China people. They believe that dining is not only a way to meet basic physiological needs-it is also a first-class social experience. Therefore, it is particularly important to master some Chinese catering rules. Whether you are the host or just a guest, you should master some rules.
● The round dining table is very popular. Because there are many people who can sit, and everyone can sit face to face, the identity of the head of the family is not clearly determined by his seat on the western-style long table. Guests should wait for the host's invitation before taking their seats. The host must be careful not to let the guests sit near the serving table. This is a big no-no. You must wait until everyone arrives before you can start any kind of dining activities-even if someone is late. Once everyone is in place, the host family can make the opening remarks. In the process of eating, the host must play an active role-it is completely reasonable to urge the guests to eat and drink to their fullest.
The typical dining table in China looks quite empty, especially in the eyes of westerners. You can see a bowl on the plate in front of each seat; On the right is a set of chopsticks and spoons, which are placed in their respective seats. There will be napkins on formal occasions, mainly on the knees. At a formal banquet, dishes are eaten like slides, one dish at a time. Surprisingly, rice and vegetables are different, but you can choose to eat them together. Because the dishes have their own characteristics, you should taste them separately, and you can only eat one from the bowl at a time, and you can't mix them. Don't eat with plates, just use bowls. Bones and crustaceans are placed in different plates. Dirty dishes must be replaced with clean ones.
● Chopsticks are used for all food on the table except soup. Knives may be provided, but as a person from China, it is best to use chopsticks. Chopsticks are tools for eating, so don't play-it's very impolite to use chopsticks as chicken legs, and you can't point or gesture with chopsticks. Of course, you must never suck chopsticks or stick them in rice. This is a big taboo-like a candle at a funeral, it is considered unlucky. Besides, you shouldn't keep turning around in a plate with chopsticks. You should look at the food you want to take with your eyes first. When you hold food with chopsticks, try to avoid touching other foods. If possible, use chopsticks and spoons around you. After eating or taking food, put the chopsticks back in the chopsticks holder.
● Chinese restaurants are informal without tea. Therefore, it is wise to store different kinds of tea as much as possible to ensure that the most acute taste is taken care of. There are several points to pay attention to about tea. The person sitting next to the teapot is responsible for pouring tea for others and for himself-the order of pouring tea is according to age, from the oldest to the youngest, and finally for himself. When someone pours tea for you, it is polite to tap on the table with your fingers, which is to show your gratitude and respect to the tea pourer. Catering is the top priority of home life, reflecting personal quality and taste.
Nine manners to pay attention to when eating.
1, although "affectionate, boring; Love is shallow, lick it. " But don't say it while drinking.
2, low-key, put your hair up, don't fill it as soon as you get on the wine table.
3. It is only after the leaders have finished drinking each other that it is their turn to respect.
4. Many people can respect one person and never respect many people alone unless you are a leader.
5, respect others, if you don't clink glasses, how much you drink depends on the situation, such as the other person's alcohol consumption, the other person's drinking attitude, you must not drink less than the other person, you must know that you respect others.
6. Respect others. If you clink a glass, by the way, I'll finish it, and you can show your belly freely.
7, his humble position, remember to add more wine to the leader, don't just give the leader a drink, that is, replace it, but also pretend to want to drink, because he wants to drink instead of giving it to the leader. For example, leader A can't drink enough. Beating around the bush can stop people who want to worship leader A.
8. Pick up the glass (beer glass), hold the glass in your right hand and put the bottom of the glass in your left hand. Remember that your cup is always lower than others. If you are a leader, you should be sensible and don't put it too low, otherwise how can you be a person below.
9. If there is no special person present, it is best to touch the wine in chronological order, and don't favor one over the other.
[Example of Public Relations Etiquette in Workplace]