Civilized etiquette for receiving merchants
First, do a good job of welcoming guests.
learning target
Ask for a cordial welcome to t
Civilized etiquette for receiving merchants
First, do a good job of welcoming guests.
learning target
Ask for a cordial welcome to the guests. Warm reception should be given to visitors who have made an appointment in advance or have not made an appointment, leaving a good first impression on each other.
(2) do a good job of welcoming guests.
When you see a guest coming in, you should immediately put down your work, stand up and say hello, and politely welcome him. In general, you don't have to shake hands with visitors. If the visitor holds out his hand, you should let nature take its course, and it is best to immediately determine where the other person is from and what his name is.
For the visitors who make an appointment, you should be prepared before coming, remember their names in advance, and when the visitors make an appointment, enthusiastically introduce them into the reception room and inform your boss immediately.
When you meet an appointment visitor you don't know in advance, when you ask the guest, "Have you made an appointment in advance?" The visitor replied, "We have an appointment to meet at two o'clock." All you know is that this is a designated guest. At this time, you must apologize quickly: "Oh, I'm really sorry, it's so rude." From the guest's point of view, I must feel unhappy when asked if I have an appointment. It also shows that the company itself did not convey the information well or the boss forgot to explain it, so I must apologize.
Some temporary visitors don't make an appointment for an interview in advance. As a secretary, they should also be warm and friendly to make the guests feel welcome. Then ask the purpose of the guest, and then judge the appropriate response according to the situation at that time. If you need the boss to receive you, first ask the boss if he is willing and has time to receive you. If the boss is in a meeting or meeting a visitor, you can say to the uninvited guest, "Sorry, the manager is in a meeting. You can wait a moment." If your boss doesn't have time to receive you, you should write down the other party's request and give a reply later. Can't shuffle, delay, perfunctory. When a visitor comes to visit suddenly and doesn't make an appointment in advance, you report to the boss, who says you can't meet, so you can find an excuse to send the visitor away. At this time, there are two ways to deal with it:
One is to ask the boss if he can send someone to meet the visitors. If the boss agrees to send someone to meet the visitor, you can tell the visitor, "Unfortunately, the manager is meeting a visitor (or meeting). May I invite you? The section chief will come to talk to you, okay? "
The other is to answer warmly and firmly the guests that the boss really can't receive and help the boss refuse the phone call. Secretarial staff should also learn to solve problems when the boss is pestered by visitors.
If the reception is an established visiting group, it is usually necessary to draw up a reception work plan according to the boss's intention, including the basic information of the visiting merchants (company name, number of visitors, date, purpose and requirements of the visit); The detailed arrangement of company reception (reception schedule, list of all kinds of receptionists, main activities, daily work) shall be arranged separately according to the reception plan after the approval of the boss. After the reception, the secretarial staff should summarize the whole reception work and write a report as archival materials.
(3) Relevant knowledge
Politeness and etiquette
Politeness is an act of mutual respect and friendship between people in contact and communication, which embodies the fashion of the times and people's moral quality, and reflects people's cultural level and civilization. Politeness is the external expression of a person's communication with others. This kind of performance is reflected by appearance, appearance, manners and language movements. A person who is full of pride, indecent words, vulgar actions and untidy clothes is rude to others. Polite people are respectful, enthusiastic and generous, and their behavior is very cultured.
Etiquette is a common form of greetings, greetings, wishes and mutual respect in people's daily life, especially in communication occasions. Etiquette is the concrete expression of politeness.
Politeness and etiquette are interrelated, mutually restrictive and complementary. Polite but impolite, easy to be rude. We sometimes see that although some people are respectful and humble to others, they are at a loss when interacting with others, or feel embarrassed because of their poor manners; There is another kind of people who know etiquette, but lack sincerity when giving gifts, all because they don't really understand etiquette and the meaning of etiquette. Pay attention to manners, neither mechanically imitating nor putting on airs. Politeness and etiquette are the external manifestations of a person's internal quality, which must come from the heart and are the coordination and unity of internal quality and external performance.
(4) Precautions
Pay attention to the greeting and address etiquette in reception.
1. Hello. Greeting etiquette mainly refers to the use of standardized greetings when receiving guests.
When you meet a guest for the first time, you should say, "Hello! Nice to meet you! " If we had known each other before, we would have said, "How are you?" ? Long time no see. "
When visitors arrive, they should ask, "What can I do for you?" Is this your first time here? This is a difficult journey. "
Usually when you meet a guest, you should say hello and generally say "hello." For familiar guests, you can say "How are you?" When they parted, they said, "Goodbye! See you tomorrow! " "See you later!" Or, "Have a nice trip, please give our regards to your family".
If you know that the guest is in poor health, you should say with concern, "Please take care." When the climate changes, we should warn the guests, "Please put on more clothes and be careful of catching a cold."
In case the guest has a birthday or a holiday, he should be congratulated. Such as "Happy birthday to you!" Wait a minute.
When the guests are about to leave, they should take the initiative to say to them, "Please give us valuable advice on our work."
2. Address etiquette. Address guests with proper address, which is address etiquette. You should not call them by their first names. Can be called: "Comrade", "Sir" and "Miss"; When you know his position, you can also call it a position on some occasions, such as "? "Minister"? "Director,"? "Director,"? Manager ".
Please note the following principles
(1) The principle of self-esteem and respect for others
Self-esteem refers to a person's attitude towards himself, which is a form of self-awareness. A person can respect himself, accept himself and maintain his personality and dignity, which is called self-esteem.
Respecting people refers to an attitude towards others, which requires recognizing and paying attention to everyone's personality, feelings, hobbies, occupations, habits, social values and their rights and interests. Respecting people, from a social point of view, is an important moral norm; For individuals, it is a good moral quality.
The spirit of respecting people permeates all aspects of reception work. For example, when we use words like "please, you, thank you, sorry", it is a sign of respect; It is also a sign of respect to stand up and say hello when guests come, and to hold them with your hands when serving tea.
(2) the principle of inner beauty and outer beauty
External beauty mainly refers to a person's external beauty, which is manifested in his figure, appearance, clothes, speech, manners and so on. Inner beauty mainly refers to the beauty of a person's inner world, which is the beauty of his cultural accomplishment, moral quality and ideological realm.
Communicative etiquette is a concrete form to express people's virtue, which makes a beautiful mind and a beautiful appearance, beautiful words and beautiful behaviors form an organic whole, and enables people to fully display their beautiful demeanor in communication activities.
(3) the principle of being confident and generous and adapting to the environment
Self-confidence and generosity are complementary to adapting to the environment.
A confident person maintains a proactive mental state, so when faced with some unexpected situations, he can be calm and take corresponding measures to remedy in time, and he will never be at a loss. Even if you make a mistake, you dare to apologize gracefully to the other party and get the understanding of the other party, so as to pass the customs safely.
We emphasize the principle of adapting to the environment, which does not mean that people can only shrink back in communication activities, for fear that improper behavior will cause unhappiness to each other. If so, it is easy to arouse the suspicion of the other party. Adapting to the environment and being confident and generous should be harmonious and unified.
(4) The principle of moderation in words and deeds and the purpose of communication.
Interpersonal communication should be moderate in words and deeds, and what should be said should be said, but it is ok to do it, but we must grasp the discretion.
People's behavior is always to achieve a certain purpose and obtain a certain result. Especially today, the world is in the era of new technological revolution, and the rapid development of society forces people to establish a brand-new concept of time. Those meaningless "empty gifts" lost their market day by day. Therefore, before we start an exchange activity, we should seriously think about it. What is the goal of this exchange activity? What is the most time-saving and simple way to achieve this goal?
2. Etiquette of talking with visitors
Speech is an important means of interpersonal communication. In order to make it play a greater role in interpersonal communication, we should not only be concise, but also try to attract others with the politeness of language and convince others with the beauty of language. The following focuses on the etiquette of direct speech.
Direct dialogue is the face-to-face communication between the listener and the speaker in the same place. In direct speech, we should pay more attention to the following points:
(1) manners. No matter the speaker or the listener, both sides must keep full of spirit when talking; The expression is natural, generous and pleasant; Whether standing or sitting chatting, two people should look at each other gently to show respect; The distance between two people depends on the intimacy of their relationship.
(2) the choice of topics. The so-called topic is the center of the speech. The choice of topic reflects the speaker's taste. Choosing a good topic, so that both sides of the conversation have the same language, often indicates that the conversation is successful more than half. Therefore, first of all, we should choose a topic that the talker likes to hear. For example, weather conditions, local customs, sports competitions, movies and television, travel and vacation, cooking snacks and so on. Secondly, we should avoid taboo topics. Such as personal private life (including a person's age, marriage, resume, income, address, etc.), unpleasant events (illness, death, scandal, tragedy, etc.). ), as well as a person's living habits, religious beliefs, political views, etc. It is better to talk less or not. Finally, it is not appropriate to talk about unfamiliar topics.
(3) the performance of the speaker. The speaker's language expression should be accurate, clear, complete and grammatical; The language is soft, the tone is kind, and the speech speed is moderate. At the same time, we should take into account the changes of the listener's mood and psychology, and we should not talk at once, talk endlessly, or engage in "a thousand cups of wine and friends, but not more than half a sentence of lovers", while ignoring some people, let alone choosing a foreign language or dialect that only a few people can understand, while ignoring most people. We should put an end to indecent phrases and even vulgar and obscene language "garbage" in our speech. In conversation, proper use of various gestures can play a icing on the cake, but too many gestures and excessive movements will make you feel frivolous and insecure, and even have the effect of gilding the lily.
(4) The listener's response. Compared with the speaker, the listener is in a relatively passive position in the conversation, and its primary task is to concentrate and listen carefully. When listening, make a positive response in time to show the sincerity of listening. For example, nodding, smiling or just repeating each other's talking points. At the same time, proper praise is also essential, which can make the conversation more relaxed and friendly. It is taboo for listeners to interrupt each other's speech easily or at will, because it is disrespectful and disrespectful to the speaker, so try to avoid it. Of course, being an "eternal" listener in conversation will spoil everyone's fun if you don't say anything.
In the process of conversation, eyes should be gentle, generous and kind, eyes should look up more, eyes should be fixed between the other person's eyes and nose, indicating that they attach importance to each other or are interested in their speech, and at the same time show their frankness. That kind of eye language that deliberately avoids or blinks will form a conversation obstacle and should be abandoned. However, when both sides are silent, or others make a slip of the tongue, don't look at each other again, so as not to aggravate the existing embarrassment.