Business Reception Etiquette Chapter I Introduction of Business Etiquette
First, what is business etiquette?
Business etiquette is a code of conduct that people must follow in business activities. As the name implies, business reception etiquette is the etiquette that our receptionists follow in the process of business reception.
Second, why should we learn business etiquette?
With the economic globalization and the continuous development of China's economy, business activities have penetrated into every corner of our lives. In addition, with the continuous development of local economy, business communication and investment promotion, the scope of business reception etiquette has developed from local, provincial and domestic to common sense of business reception etiquette all over the world. Therefore, in business activities, how to deal with people becomes more and more important, and more and more people pay attention to it, which also urges us to pay more attention to important etiquette in business activities.
Chapter II Telephone Etiquette
I. Telephone impressions of some domestic units
Callers with listless voices don't know whether the company they are calling is correct or not, and the people who answer the phone lack basic skills.
What a coincidence. Not enthusiastic enough? It is difficult for callers to make a good impression on the company. Common sense of business reception etiquette comes from the international common language of answering the phone.
Operator: Company name (voice should be clear and soft)
Extension: Department Name+Owner Name
Straight line: company name+department name first.
Items to be prepared when making a phone call: (phone book) Post-it notes+pens+related materials, which are used to take notes or communicate with the other party.
Third, telephone etiquette.
(1) Smile at the phone and make a pleasant sound;
(2) After answering the phone, greet each other and state the company name;
(3) When on the phone, introduce yourself first, don't let others guess, first ask the other party if it is convenient to answer the phone;
(4) It is best to pick up the phone within three rings;
(5) When making an international call, you should know the time difference and avoid disturbing the other party's rest;
(6) Talk about business and try to be at work. And prepare the information related to the telephone content in advance for future reference;
(7) A good memory is worse than a poor written one, and detailed telephone records should be made in case of emergency;
(8) For important telephone calls, prepare business reception common sense and etiquette in advance. When there is an important agreement, you should repeat what you have written and make sure it is both sides.
Agreement;
(9) To make a long story short, don't talk on the phone or make personal calls during working hours for too long;
(10) Don't eat or be absent-minded on the phone, the other party can feel it through the voice and leave a bad impression;
(1 1) Don't call too loudly to avoid disturbing others.
(12) If the person the other party is looking for is not in, politely explain to the other party and tell the other party to call him when he/she comes/
She also asked the other party to leave contact information and repeat the other party's name, phone number and important details before hanging up;
Polite expressions of business etiquette. Polite language on the phone; Common polite expressions when answering the phone.
1. Hello! This is Chuanhai Industry and Trade Department (Room 200). Who are you looking for?
2. This is me. Who is this, please? Go ahead.
3. What can I do for you? what can I do for you? )
Don't worry, I'll do my best.
You're welcome. This is what we should do.
6.？ Comrade is not here. Can I take a message for you? Would you please call back later? )
7. Sorry, please consult the department (office) for this kind of business. What are their numbers? . (Comrade, this is not a phone number. What's his (her) phone number? )
8. You have the wrong number. This is Chuanhai Department Store. It doesn't matter.
9. Goodbye! (Same as the following)
10. Hello! Excuse me, are you off duty?
1 1. This is the sea department (room). What's your name?
12. Please help me find comrades.
13. Sorry, I dialed the wrong number.
14. Excuse me, this question? Please leave your contact number and we'll get back to you as soon as possible, okay?
Data: telephone skills to make the work go smoothly!
1. Call yourself if you are late or ask for leave;
2. Go out to work and contact the unit at any time;
3. When going out on business, you should inform the destination and telephone number;
4. If the visit time is delayed, contact the other party in advance;
5. After the document is transmitted by fax, contact by phone;
6. Don't tell others your colleagues' home phone number easily;
7. Pay attention to borrowing another company's phone. Generally, you should not borrow another company's phone for more than ten minutes. Under special circumstances, if you have to answer the phone for a long time, you should first get the consent and understanding of the other party.
Second, the business reception etiquette daily reception work:
1, welcome etiquette
(1) Greet visitors immediately: it should be recognized that most visitors are very important to the company, and they should show a warm, friendly and willing attitude. If you are typing, you should stop immediately. Even if you are on the phone, you should nod to the visitors, but you don't have to stand up to greet or shake hands with them.
(2) Greet guests actively and enthusiastically: When greeting, you should nod gently and smile. If you are a guest you already know, your address should be more cordial. Reception of strange guests: when a strange guest comes, be sure to ask his name and the name of the company or unit. You can usually ask: What's your name, please? Which company are you from?
2. Reception etiquette? Pay attention to the following points when receiving guests:
(1) When the person in charge the guest is looking for is not available, it is necessary to clearly tell the other party where the person in charge has gone and when he will return to the company. Please leave your phone number and address, and make it clear whether the guests will come to the company again or our responsible person will go to another company.
Politeness Strategies in Business Negotiation (2) Learn to Listen
People often say? Know yourself and know yourself, and fight every battle? . In international negotiations, negotiators need to know many aspects of each other in advance, such as cultural background, enterprise strength, financial situation, negotiation direction, etc. , but some can't be known in advance. Therefore, it is very important to be a good listener in the negotiation. Listening embodies the principle of polite cooperation and a sincere attitude of mutual respect. In fact, it is a process of deeply understanding each other's psychological activities and understanding each other's specific personality, style, habits and interests. By listening, we can figure out the negotiating experience, ability and honesty of the other party, and whether the other party is trustworthy and can keep its promise, so as to get more information. If you don't know much about one side's specific ideas, you can initially judge how sincere the other side is about cooperation between the two sides, and discuss the principles that the other side should adhere to and what aspects can make concessions.
Politeness Strategies in Business Negotiation (3) Modesty and Confidence
One of the most important politeness principles is the principle of modesty. Both sides of the negotiation usually have strong and weak backgrounds, but equality and mutual benefit are always the prerequisite for the long-term development of trade cooperation. Therefore, it is precious for both sides to remain modest and confident, regardless of advantages and disadvantages, win the respect of the other side and control the success of the negotiation. However, proper limit's grasp is also very important. Being too modest will make one side feel that the other team either lacks confidence or sincerity. Overconfidence can also make a team look arrogant and unstable. Therefore, modesty and self-confidence do not mean inferiority and arrogance. In the process of negotiation, excessive use of imperative sentences and affirmative sentences will make the language appear stiff, arrogant and aggressive, which violates the principle of modesty and politeness. Therefore, in negotiation, imperative sentences and affirmative sentences should be expressed as questions as much as possible. For example,? Can you give me some advice? Than? Please give me some advice? Appear more polite, modest and confident.
Politeness Strategies in Business Negotiation (IV) Enthusiastic Praise Strategies
Politeness is also reflected in people's emotional attitude towards people. Most people in international trade negotiations are unfamiliar with each other, and they are all unfamiliar with business, but such an atmosphere is not conducive to successful negotiations and cooperation. People are easily influenced by emotions, and both sides need to create a relaxed and happy atmosphere for the negotiations. Enthusiastic praise before and after the negotiation is one of the effective methods. For example, Chinese personnel asked: Mr. Baker, what impressed you the most during your stay here? The other party can answer:? I was deeply impressed by many things, such as the long history of China, the hospitality of China people and the food in China. Of course, I was deeply impressed by our successful business talks. ?
Politeness Strategies in Business Negotiation (5) Keep negotiation records and sign written agreements.