Greet sb.
Greetings in the office are easy for people, but cordial greetings and compliments are indispensable polite language in work. Some companies in the service industry strongly advocate greetings and require employees to practice the tone and intonation of various greetings in the morning meeting, hoping that they can develop good manners through continuous learning.
Greeting is a basic greeting language in interpersonal communication. Just as you greet your elders when you get up at home, you should always show your good interpersonal relationship in the workplace. Proper greetings are not words that sound unnatural or artificial, but caring and friendly interactions. Greeting is also a kind of initial language. When starting various topics, more use of greetings can quickly unfreeze the two sides and enter the appropriate topic.
Praise is not easy to form. Most successful leaders skillfully use praise to motivate employees, and the effect is even more valuable than giving money encouragement. To practice praise, you need to carefully observe each other's actions, find the items that the other person can praise, and then use simple and profound language to motivate people.
Greetings can be divided into top-down, bottom-up and parallel greetings. Take the greeting above as an example. This kind of greeting varies according to the atmosphere of each office. Some units are very serious, and greetings from top to bottom are mostly red-headed documents; Some enterprises greet each other like friends, and they can't tell who is in charge and who is subordinate. It can be seen that greetings do not have a certain language pattern, but they are the best start of office etiquette and interpersonal lubricant.
Employee communication
Employee communication is a university question. You can understand the corporate culture of a company by listening to the conversations of people in the company. A good supervisor should observe elegant speech, not make subordinates nervous, and let them speak freely. Usually, before the conversation, the supervisor can ask the other party to sit down first to eliminate the tension and doubts of the other party; In the dialogue, use the word "I" more than "you" to explain. Respect the feelings of subordinates, listen more and talk less, and let the other party fully express their opinions. In addition, the leaders themselves should practice, do things seriously, act impartially and set an example, so as to be respected.
As a subordinate, you should express yourself with your work, don't be arrogant when you speak, and don't flatter others to make people look down on you. Although colleagues who meet every day need not be too polite, at least politeness is indispensable. Common honorifics such as "I'm sorry", "Please forgive me", "I'm sorry", "See you later" should be kept. Language is an important part of politeness. Even among colleagues who are very familiar with each other, we should not be too polite or too casual. Too many gifts will make the other person afraid to approach you; If you are too casual, you will give people an impression of being uneducated and undignified.
Visitor reception
Before visitors arrive, the company should make full preparations for reception. Reception activities need careful preparation and planning. Please refer to the following points for details:
1. Determine the reception specifications: Who will greet, accompany and receive the distinguished guests?
Second, formulate the reception plan: apart from the reception specifications, whether there are activities.
Third, understand the visit situation: including the purpose requirements of the guests, the willingness to meet and visit, the route and transportation, the time of arrival and departure, the living habits and taboos of the guests, etc.
4. Make good preparations for reception: including welcoming VIPs, arranging the venue, visiting projects, arranging commentators, accommodation and transportation, etc.
In official reception, the reception specifications are also extremely important. If you don't know in advance, there will often be serious shortcomings. The wrong reception specifications will make the other party flattered, otherwise it will be very uncomfortable. General reception specifications can be divided into the following three types according to the identity of visitors:
High-standard reception: the host reception is higher than the guest reception. For example, when superior officers send staff to understand the situation and convey opinions, they need high-standard reception.
Low-standard reception: refers to the reception where the host is lower than the guest. For example, if a senior officer or department head wants to visit a grass-roots unit, it becomes a low-standard reception.
Reciprocal reception: it is the reception of the host and guest.
Visitors are guests, and guests are respected. Whether they have business dealings or not, they should be treated with courtesy. From the time the guests arrive at the front desk of the company to leave completely, they should abide by the etiquette rules and make them feel at home.
Telephone etiquette
Telephone courtesy is also one of the indispensable manners in the office. Many business customers are often in a bad mood or have poor communication because of a phone call. Therefore, telephone courtesy must be promoted and implemented as a basic training program for all employees, so that customers will be very satisfied with your company from the first time they answer the phone. This kind of training depends on long-term exercise and cannot be improved overnight.
Smiling faces produce smiling sounds, which can be trained and managed. Most people have not trained their own voice, and it is a big mistake to speak completely by instinct and natural tone. The voice on the phone must be created. We can look at the way we speak in the mirror carefully, record our own voices, find out our serious shortcomings and correct them.
Because I only heard his voice on the phone and didn't see him. Therefore, we should speak with a simple kissing theory, as short as possible. Use concise and clear words and avoid using too professional nouns or jargon, which will make it difficult for the other party to understand quickly. Even when it is inevitable, please use more popular terms and explain them simply, so as to save each other's precious time and avoid misunderstanding.
Introduce etiquette
Introduction is also a common thing in the office, which is divided into initial introduction and mutual introduction. The knowledge introduced is great, not as simple as most people think: it's just an exchange of names and titles. When a guest comes, if it is necessary to introduce both the host and the guest, the middleman should remember to introduce the guest to the host first, and then introduce the host to the guest. If there is more than one guest, they should be introduced in order of priority.
Therefore, before the introduction, the middleman must really understand the relationship between the two parties, and at the same time understand what the other party needs to know most, and will not mistake the identity of the other party for a short explanation. If you are in doubt about the exact identity of the person to be introduced, you should first ask for instructions or consult the parties to see what identity the other party needs to introduce.
Many people often make mistakes when introducing themselves: "I am General Manager Wu". In fact, the title is to address each other, and
I didn't say it myself. You can say "my name is Wu" or "I am the general manager of this company", otherwise people will laugh at the etiquette in the mall and brag about themselves.
accept criticism
Customer complaints are also common problems in the office, so how to deal with all kinds of complaints effectively is also a difficult problem in various industries today. Handling customer complaints must master methods. No matter what kind of censure or criticism you get, you should teach with an open mind and treat it sincerely. Even if it is severe, you must never argue with customers.
Say sorry first when you receive a complaint, and say sorry after listening to the other party's complaint. No matter who is right or wrong, apologize for bringing convenience or unhappiness to customers. No matter what kind of problems customers complain about, they should think that complaints are a good opportunity to explain their misunderstandings. The person in charge of handling customer complaints must be well-trained, able to calm the other party's emotions in time, solve the emotions first, and then solve things. Make a short and appropriate explanation calmly and thank the other party for giving you the opportunity to explain yourself.
Visit customers
Visiting refers to going to the other party's office to talk about business. Some people like to visit others at will, and they are uninvited guests to the people they are visiting, which is very impolite. If you visit in a hurry without prior agreement, it will make the other party very anxious and embarrassed. If the other person happens to be in a meeting or out of town, he will hit a nail and cut himself short. Visiting customers should not only be confirmed in advance, but also informed in advance. Even if the itinerary has been confirmed, it needs to be reconfirmed before departure to remind the other party to prepare in advance. Plan the itinerary and time in advance before visiting, and determine how much time the other party can have for talking. It is not advisable to take up the other party's time for too long. At the same time, pay attention to arrive on time and don't be late.
go on vacation
It is inevitable for office workers to take temporary leave due to personal accidents, but if there is no suitable person to take over these jobs, it will bring great trouble to the company. So leave should be planned in advance, so that the work can't continue because of your leave.
Some people are emotionally unstable. When they are in a bad mood, they always like to find an excuse to ask for leave. This is not only impolite, but also against the common sense of the company. Employees' emotions at work must be handled by themselves, and they can't leave because of emotional problems. The same is true of holidays. Although vacation is a personal right, personal vacation will definitely affect the overall work of the company. So even if you are on vacation, you should make preparations in advance and inform the supervisor. This is a responsible attitude towards work.
Clothing regulations
Watch your appearance. This is proper office etiquette. Appearance is different from appearance. The former refers to dressing on clothes, while the latter refers to cleaning and dressing on the face. For clothing, some enterprises will follow the uniform regulations in dressing the. If there is no regulation, employees who dress themselves should pay attention to their clothes according to the principle that the office is a formal public place.
Although there is no special rule about what to wear, it is impolite for a lady to wear clothes that are too revealing. According to western etiquette, women must be exposed at three points in the office: shoulders, knees and toes. Although orientals don't have such rules, they usually dress too casually in the office, which will make people think that you are not professional enough, and at the same time, you are not serious enough.
Although men's clothes don't have to wear suits or formal suits, clothes will show your views on things and respect for the surrounding environment. Therefore, men's clothes must also conform to certain norms. For example, the color of socks should match the color of pants, and the coat must be tied under pants. Suits must wear long sleeves, shoes must be tied with shoelaces and so on.
Many companies have requirements for personal hygiene in addition to clothing taboos. For example, men must have short hair, shave their beards, their nails must not be long, and they must not have body odor, so as to maintain personal hygiene. Women must wear light makeup, don't dye their nails, don't dye their hair, roll up their long hair, don't have too many accessories, and don't take off their coats in front of people.
come late and leave early
The so-called lateness, in etiquette, refers to ten minutes before and after the specified time. If it is not more than ten minutes, it is not really late. Of course, the office should not be based on etiquette, but should go to work in strict accordance with the prescribed time.
Usually people who are late will find many reasons to explain. The most common reasons are personal accidents, such as traffic jams, alarm failure, children's illness, physical discomfort and so on. In the final analysis, the ultimate reason is that I didn't go out early. Being late is a habit, an excuse, not an excusable reason. Therefore, employees must develop good habits of work and rest, and would rather be ahead than late.
As for being late, it is even more inappropriate to find someone to sign in and punch in. In order to prevent sign-in and clock-in, enterprises have set up many methods, such as punishing or using methods other than sign-in, and their ultimate goal is just to prevent employees from being late and leaving early. In fact, the reason for being late and leaving early is not necessarily laziness. Most of the reasons are that the work itself is boring, the work arrangement is not suitable, or something really happens at home.
Being late will not only delay your own work, but also affect others' work. For example, because one person is absent, the meeting can't go smoothly, wasting everyone's time. It is also very impolite for some people to slip away quietly in the meeting and leave without saying goodbye.
moral norm
There are also some office details that are often overlooked, such as knocking at the door before entering the reception room or the supervisor's office; Mobile phones are personal belongings in the conference room or office, so you should not laugh and talk about disturbing other colleagues' work. Among them, some things are manners, and some are codes of conduct. These norms can be collectively referred to as moral norms.
The significance of moral norms is to make corporate culture a rule that everyone in the same enterprise acquiesces and abides by, especially the daily actions that are behavior-oriented and more meaningful than etiquette. Ethics will make employees who are also equipped with * * * abide by some principles, such as not exposing the company's business secrets at will and not stealing official objects. These are office etiquette for going up a flight of stairs.