Business communication pays attention to rules, which is the so-called Fiona Fang. Without rules, it can't be achieved. For example, using a mobile phone, business communication pays attention to: don't ring, don't listen, don't go out to answer. Turn off your mobile phone after greeting people, so as not to make people feel that you are half-hearted and fighting with others. It is necessary to distinguish it from migrant workers calling.
Business etiquette has three purposes:
First, improve personal quality, Bill? Gates said that "enterprise competition is the competition of employees' quality", and then to enterprises, it is the competition of corporate image. Education embodies details and details show quality.
Second, it is convenient for our personal communication and entertainment. We will meet different people in business communication, so we should pay attention to art in how to communicate with different people, for example, praising people should pay attention to art, otherwise even praising people will make people feel uncomfortable.
Third, it helps to maintain the corporate image. In commercial communication, the individual represents the whole, the personal image represents the corporate image, and what the individual does is the typical living advertisement of this enterprise. Every move, every word and deed, silence is better than sound.
Business communication involves many aspects, but it is basically interpersonal communication, so we define business etiquette as the communication art of business people. People have different interpretations of etiquette. Some people say it is a kind of moral cultivation. Some people say that etiquette is a kind of formal beauty, while others say that etiquette is a custom. Rites come from vulgarity, and vulgarity turns into ritual. The operability of business etiquette is what to do and what not to do. Tell an example of a seat: a seat in business etiquette. We all know that guests have to give up their seats when they come, but we don't know which one is the upper seat. It may not matter under normal circumstances, but you must pay attention to it in foreign affairs and business negotiations. In addition, you should also pay attention to talking to each other. Normally, you can't say you know? I know, I'll tell you (how to tell others the price of wine euphemistically, so that the host will be happy without embarrassment), so we must pay attention to art in communication.
Aristotle, a person who doesn't associate with people is either a god or a beast, and the implication is not a person. Let's discuss a problem. What aspects of business people's work ability include?
Business people's working abilities include:
Business ability is just a basic ability. You can't do a good job without professional ability, but you don't necessarily do a good job with professional ability. From the field of public relations communication, it is also necessary to have communicative competence. Communicative competence is called sustainable development competence. Communicative ability is not to engage in some vulgar relationships, but to deal with, standardize and manage interpersonal relationships. Business ability and communication ability are called "dual abilities" that modern people must have. In the last century, there was a school in management called Mayo School, also known as Behavior Management School. He is different from Taylor school, which only emphasizes things but not people. Mayo School emphasizes three elements of management. First of all, enterprises need to obtain the necessary funds, raw materials and technology to develop. The second is to form economies of scale. The third is organizing production, which he also attaches great importance to, that is, attaching importance to the internal and external relations of enterprises. Enterprise managers must pay attention to deal with the relationship with the inside and outside of the enterprise, so that the enterprise can continue to develop. The following are three basic concepts of business etiquette.
The basic idea of business etiquette:
One of the relationships between business etiquette and public relations —— Respect-oriented.
For example, when eating or having a meeting, the way to respect others by name is "one, two, three?" You can't point down with your palm or your fingers. Palm down to show arrogance, pointing with your finger to show reprimand.
For example, it is not right to say hello with palms down or palms up. Down is greeting animals, up is practice. In dealing with people, we need to know what we can and can't do. For example, you can't tell your lover who you were with before you met her. Besides, you can't praise other women for their beauty in front of them. Women are good at comparing the same sex. If you say another woman is beautiful, that means she is not. Tell me one thing. If you have problems with your wife while watching TV at home, she is willing to watch soap operas. I can't help it. I'll call you a trick and praise the stars on TV.
Send gifts. First of all, you should know what the other person likes and dislikes. What he likes is not easy to grasp, and what he doesn't like is easier to grasp, which mainly depends on his identity, status and cultural accomplishment. We should also pay attention to two aspects in business communication.
One is self-esteem. Self-esteem is reflected by manners, treating people and dressing up. If you don't respect yourself and love yourself, others won't look up to you. For example, the jewelry worn by a most basic woman in business communication is based on the principle of "less is better than identity", and can't be worn more than customers, let alone pretend to be the owner. For example, I ask a question, which jewelry can't be worn in business contacts. One is not to wear jewelry to show financial resources, office workers should show love and dedication; Second, jewelry that shows gender charm cannot be brought. You can't wear brooches or anklets. This is called doing something at the level of etiquette. Etiquette is a kind of formal beauty, of course, formal beauty needs a kind of display, so we wear two or more pieces of jewelry, what more professional way to wear it? Professional wear is "homogeneous and of the same color". You can't look at the Christmas tree from a distance and the grocery store from a close distance. For another example, what should women pay attention to when wearing professional clothes? There are five things that are not allowed: first, black leather balls must not be worn on appropriate occasions, which is an international practice and gives the impression that they are not serious; Second, you can't go barefoot in formal high-level occasions. Why? Not good-looking, feet have problems; Third, there must be no damage. The head is far away, the feet are close, and the waist is not far. Shoes and socks don't match. You can't wear casual shoes when you wear a skirt, but you should wear socks. You can wear sandals without socks. When wearing a formal suit, you can wear sandals that don't show your toes first, and then show your heels. Five or three legs.
Generally speaking, women look at the head, men look at the waist, and the head refers to the hairstyle and hair color. Hair can't be too long and can't be scattered at will. Hair can be rolled up and tied up without dyeing. Waist means that you can't hang anything around your waist on formal occasions.
In business communication, self-esteem is very important, and respect for others is more important. There are three main points. First, you should accurately locate the communication object, that is, you should know who he is. Then we can decide what to do with him. In international communication, the value of gift packaging should not be less than 1/3 of the gift value. When accepting a gift from a foreigner, you should open the package in person, study it for a while and praise it. There are three things that are not allowed when dining with foreigners. First, you can't decorate yourself in public. Second, you can't persuade each other to drink food, and you can't force others to eat; Third, you can't make a sound when eating. This is to respect others, but also to talk about rules, such as receiving business cards, how to do business cards is to respect others, professional requirements are to give and take, not indecent. If not, answer politely. You can tell the other person that you didn't bring it or use it up. Sometimes a kind of "good faith deception" is needed in business communication.
The second relationship between business communication and public relations-good at expression. Business etiquette is a kind of formal beauty, the content and form of communication are complementary, the form expresses certain content, and the content is expressed by means of form. Be kind to others, not good at expressing or not expressing well, and pay attention to environment, atmosphere, history, culture and other factors when expressing.
The seat in the two rows of cars is the upper seat. The standard answer is more than one seat, and the professional saying is that there are seats where the guests sit. Eating and riding are all like this. In social occasions, different seats are different. The driver's seat is the seat where the owner drives himself. Two people sit in the car at the same time, sitting tightly in front; When working as a full-time driver or taxi driver, the seat behind the driver's seat is the upper seat. At this time, the driver's seats are suite seats, VIP seats, safety seats and seats behind the driver.
Management syllogism: First, write down your thoughts. The second is to do what is written down; The third is to write down what you have done.
Let people know that you are kind to others, which is a requirement in business communication.
Let's discuss men's suits with comrades. How to wear a suit to show your identity is a high-end problem in business etiquette. Professionally speaking, the problem of wearing a suit is "three three": the principle of three points and three colors, that is, the color of the whole body is limited to three colors, and three colors refer to three major color systems; The trinity principle is about three parts of the body: shoes, belts and briefcases. If these three places are the same color, generally black is the main color; Don't make a fool of yourself in a suit. The first taboo is that trademarks must be removed. The second taboo is about the color and texture of socks. Don't wear nylon stockings or white socks on formal occasions. The color of socks should be the same as that of shoes or other dark socks. Third, there is something wrong with the tie, mainly the requirements of texture and color. Wear casual clothes and short sleeves without tie, and jacket without tie. The fashion style of ties: First, there is a nest called "a man's dimple". The second method is to tie a tie without a tie clip. Those who wear tie clips are vlp or those who wear professional clothes, because their ties have professional signs, and you can know which side they are sacred at a glance. It's cool for men not to wear tie clips when it's windy. The third way to play is the length of the tie, and the arrow of the tie should be on the upper edge of the belt buckle.
The third relationship between business etiquette and public relations-formal norms. First, speaking without rules is the embodiment of the quality of enterprise employees; Second, it is a sign of the perfection of enterprise management; If you have rules and don't talk about rules, it means that the enterprise has no rules. For example, as an enterprise, you can't talk loudly during working hours, you can't wear iron shoes, and you can't make a phone call without anyone watching. Talking about formal norms is to improve the quality of employees and enhance the corporate image. Who hangs up first when calling in business? Those with high status hang up first. The customer hangs up first. The superior hangs up first. Equal callers hang up first.
Dress is not allowed in the workplace. First, it's too messy. Uniforms are not uniforms, and casual clothes are not like casual clothes. You have to wear the wrong clothes. Second, too bright (three-color requirement), third, not too exposed, lesbians can not be ultra-low, affecting the order of the office; Fourth, excessive perspective, others can see what they are wearing at a glance, which is not fashion, let alone cultivation; The fifth is too short; Sixth, it is too tight, and there are many lesbians, especially in the communication of the company. It is the image of the enterprise to be disciplined.
In business communication, there are four kinds of address that cannot be used to address people. The first one that can't be used is that there is no name, such as asking for directions in the street and "hey" when you go up; The second cannot be used as an alternate address, not a call, and the third cannot be used as an inappropriate local address. It is ok to use party address within a certain range, but it cannot be abused across regions and countries. The fourth name that can't be used is brother, buddy and sister Zhang. When an enterprise comes in, you say this is Sister Zhang and that is Li Ge. This is not a company, but a lone ranger. Therefore, business contacts must abide by discipline.
The above are three basic concepts in business communication, which are integrated with each other. Politeness is not standardized. How to be polite in business communication? Politeness is not a slogan, but has practical content, that is, to integrate respect into it. It is to express respect, courtesy and enthusiasm in an appropriate form and in a standardized way. Three main points should be paid attention to in professional teaching. We generally call it the three elements of civility and politeness:
The first "three receptions": there are three sentences to say. First, there are greetings, that is, you should take the initiative to say hello; Don't know and ignore you; The second is to ask and answer questions. On the one hand, you have to answer people's questions. On the other hand, you should not have nothing to say. How to say the location of some windows, such as office, switchboard and telephone, is to think ahead and what to do in different situations. For example, if you make an outside call and the number is wrong, it is not the company he is looking for. How to answer? A qualified person should say: sorry, sir, this is not the company you are looking for. I can check it for you if you want. This is an excellent opportunity to sell yourself. It will make a good impression. The third sound is made, such as the waiter in the store to the customer.
Second, five words of civilization. The civilized language of the city is different from that of our enterprise. As a high-tech enterprise, we should have higher requirements, such as not spitting and swearing. The starting point is very low The first greeting is "hello"; The second requirement, a word "please"; The third sentence is "thank you". We should learn to thank others. Especially for our parents. The fourth sentence is "sorry". When there is a contradiction, say yes first, not bad. The fifth farewell is "Goodbye".
Third, enthusiasm three. The purpose of our etiquette is to communicate with people. Communication is to form a bridge, not a wall. It is impossible to talk about etiquette without enthusiasm.
Look at your eyes "eye to eye", otherwise, your behavior will not be felt by others. Treat others kindly, and you should also be able to treat them. Look at your head, and look at your eyes when you emphasize the main points. You can't look at the middle, especially the bottom. Don't look down from above, regardless of men and women, elders and customers. You should look up when necessary. There is a requirement for the time to see each other. Professionally speaking, when you communicate with each other, the time to look at each other should be the time when the other person is with you, which is about 1/3 of the total time. Look at it when greeting, quote the other person's point of view, look at it when saying goodbye, look at it when paying tribute, and look at it at other times.
"Mouth-to-mouth", first, speaking Mandarin is the embodiment of the level of civilization and the educational level of employees. If you can't say it, just say it. Facilitate communication and exchange. The second is to understand that it varies from person to person and distinguish between objects. There are rules to speak (for example, how to make a phone call when a man is in a hurry and asks for a colleague's female colleague? )。 Look at the object, for example, if you pay a fine and the other person says "welcome", would you like to come again next time? Is there any difference between foreigners and locals asking for directions? Is there any difference between gay volunteers and lesbians asking for directions? Lesbians have to admit that lesbians have a poor sense of direction. When asking for directions, lesbians should tell the whole story instead of east, west, south and north, which is a kind of torture for them. Waste of time, (will you come)
"Meaning" means to arrive. Be friendly and enthusiastic, not deadpan and cold. The expression should be interactive (you can't always "smile and serve" in the hospital). Then there is supercilious, natural and graceful. (Girl laughs in front of others) What kind of world is this? Show six teeth.
How to embody communication skills in business communication and achieve the best communication effect? Communication is mutual understanding and two-way. There are three points to explain. The first point, accurate self-positioning, is what to do; The second is to accurately locate others. Third, abide by the agreement (such as dancing, dancing is contact in communication, and the international practice is to invite the opposite sex). Men invite women, women can choose, women invite men, men can't choose and can't leave.
There are six topics in business communication that must not be involved, 1, and the state and government must not criticize; 2, can not involve state and industry secrets; 3. Can't get involved in each other's internal affairs; Don't speak ill of leaders, colleagues and peers behind their backs. 5, not to mention the problem of low style, we are all modern people, we must have self-cultivation. 6. It doesn't involve personal problems. It is a kind of harm to care about people to a certain extent and care too much. Professional teaching, personal questions five don't ask: one doesn't ask about income; Second, don't ask about age; Third, don't ask about marriage and family; Fourth, don't ask health questions; Fifth, don't ask about experience. For example, marriage and family problems, because every family has a difficult experience; There are two kinds of people who don't ask their age. One is the person who is about to retire, and the working girl doesn't ask her age. Business people don't talk about health. The boss has cancer. Who will give me a loan? Experience can't be asked, heroes don't ask the source, but now, you are a university, and others are not necessarily universities. Why not discuss income? Income is related to personal ability and enterprise benefit, so it is necessary to compare words, and the pain comes from comparison. Friends can ask, outsiders can't ask.
Negotiation behavior is a very complicated human communication behavior, accompanied by negotiators.
Verbal interaction, behavioral interaction and psychological interaction are multifaceted and multidimensional.
Complex communication. In a sense, negotiation behavior can be regarded as countless human beings.
A game, a serious and interesting game. join
While observing some rules of the game, players are looking for the unknown.
When, where and under what circumstances did the negotiation result appear? Master of American Negotiating Association
Negotiation expert Neil Lunberg said that negotiation is a "cooperative egoist".
The process of righteousness. The result of seeking cooperation must be acceptable to both sides.
According to the regulations, this requires negotiators to appear in their true identities.
In every link of negotiation, we must win the trust of the other party before we can negotiate.
The activity has been completed. However, due to the self-interest of the negotiations themselves,
Complexity, coupled with the means allowed by the game, the negotiator is likely to be false.
Identity covers itself, confuses opponents and wins, which makes it very
Complex negotiation behavior becomes more difficult to distinguish between true and false, and true and false are related and difficult to know.
Don't. The following only analyzes the true and false phenomena in the negotiation activities from three aspects.
First, treat each other sincerely and pretend to please.
Negotiation is a process of seeking mutual cooperation. Sit at the negotiating table
When negotiating, both sides should come with sincerity, otherwise the negotiation will be unnecessary.
Is impossible to achieve. According to Maslow's and Neil Lunberg's needs theory,
The negotiation goal belongs to the need of self-realization and is based on meeting the needs of subordinates.
On the premise of other requirements, it can be achieved. So, as the host,
Warm reception, comfortable and safe environment, chat before negotiation,
In private friendly exchanges, the enthusiasm, modesty, courtesy and concession in the negotiation process should be true.
Sincerely. Unless you want to stab each other and sabotage the negotiation.
However, in the negotiation activities, negotiators accept sincere tolerance because
It varies from person to person, and some experienced negotiators will take advantage of your vulnerability in the face of sincerity.
Weak psychological endurance, pretending to please and confuse you. It is said that Japanese businessmen are doing business.
This strategy is often used in negotiations. They will send someone to meet you at the airport, and then
I took you to a fancy hotel and gave you a very warm banquet. Before you need it
They specially arranged some entertainment activities for you during the rest time in the bathroom. Every word
In other words, every movement seems to be extremely sincere, which makes your hospitality hard to refuse.
They didn't talk about it until you were exhausted and didn't fully recover.
It often makes you dumb to eat Rhizoma Coptidis, and you can't tell how bitter it is. What can you complain about each other?
So what? They are kind, but it is hard for you to refuse and bear. exist
In the negotiation, we often see some very rich opponents.
"Cultivation" and "self-cultivation" are extremely respectful to us. Not only do they seldom blame, but they also
Even kept saying, "Just do what you want." "As far as your prestige is concerned, I
We dare not raise objections "and so on, respectfully. This situation seems to be going well for the other party.
From your own will, it is actually pretending to please and taking advantage of your self-esteem satisfaction.
Cultivate your vanity and realize it without giving you any tangible benefits.
Purpose. If you talk too much, you lose. Once you slip, you are forced to save face and have to bow your head.
Hold hands. Therefore, we should be vigilant in the negotiations and not be superficial.
Love is false, confusing and damaging to one's own interests.
Second, the shift from the East to the West 〓 shows mistakes and hides the truth.
Negotiation is a competitive cooperation. Although it is not a game, it is not a war.
Fighting is not life and death, you lose and I win, but negotiation is by no means looking for friends.
Tell your heart, my friend. Although the negotiations follow the principle of mutual benefit, both sides
Win-win interests are hard to be equal. In this win-win game, it is allowed.
Allow both sides to play their strategies and seek more benefits. This is the rule. Negotiation game
It is often the usual tactic of negotiators to divert attention from the East and discard the false and retain the true. Chinese calendar
The negotiation strategy of "returning Qin teachers by candlelight" in the Warring States period in history is an example. war
When China was in power, Zheng was very weak, and the two great powers joined forces to encircle Zheng. Zheng Wen Palace Candle Art
Negotiate with Qin Mugong. Candlelight Wu saw and said, "although I am Zheng.
Husband, it is for the benefit of Qin. "Qin Mugong sneer at after listen to, not phase.
Letter. Then, the candle force analysis: "unite to encircle Zheng, and Zheng will know it is necessary."
Wu, but Zheng is in the east of Shanxi, Qin is in the west of Shanxi, thousands of miles apart, separated by the state of Jin,
If Zheng dies, will he rule the whole state of Jin? Zheng will only fall into the hands of Jin people.
Qin Jin is adjacent to it, and its national strength is equal. Once Zheng is annexed by Jin, Jin's power will exceed.
Crossing the state of Qin. Gold is stronger than Qin, weakening itself for other countries to annex land, afraid
Not by a wise man. Now, the state of Jin has slightly increased its troops and dominated the vassals. Why not let Qin go?
In Qi's eyes, Zheng Yi's death was a westward invasion of Qin. "Qin Mugong even after listening to.
Nod yes, please sit down and talk. Wu Zhu continued to analyze: "For example,
Thanks to the kindness of your king, Zheng Cancai can continue to exist. If Qin has some connections in the East in the future,
As the "master", Zheng is responsible for entertaining the envoys and troops of the State of Qin passing by.
And provide luggage supplies. Qin Mugong was very happy after hearing this, so he signed his name under the power of candles.
Make a contract. Wu candle can disintegrate the allied forces because he is based on
Qin and Jin are evenly matched, threatening and suspicious of each other. exist
When negotiating, assume that Zheng knows that he is going to die, so he will die.
This country doesn't care about anything, which gives Qin Mugong the illusion that he is a candle.
Wu Zhen really came for the benefit of Qin. Then analyze and state Qin Jin layer by layer.
On the surface, the influence of the allied forces on Qin's interests is for Qin's sake everywhere, but it hides the reality.
This is an urgent need of Zheng Guo. The negotiation strategy of uncovering falsehood and concealing truth focuses on falsehood.
Realistically, your real purpose should be to hide deeply and cleverly, otherwise.
This will be self-defeating.
Third, throw a real hook and set a trap skillfully.
Negotiation is a kind of information exchange and competition between the two sides. Whose palm is bigger?
Whoever has mastered the opponent's negotiation information can take the initiative in the negotiation, so whether it is
In political negotiations or business negotiations, the information to obtain, collect and identify opponents includes
Economics is an important negotiation work. Therefore, there are corresponding requirements for all parties to the negotiations.
They also attach great importance to taking strict confidentiality measures for their relevant negotiation information. In that way
And our understanding of information confidentiality can not just stay on the surface.
Invalid land "defense" information whenever and wherever. On the contrary, it should be spiritual.
Make vivid use of information. Proper "disclosure" is one kind.
Clever application of intelligent negotiation strategy. Specifically, "leaking secrets" is also throwing out the truth.
Hook-leaking real information, cleverly setting traps-leaking false information. hand
Different paragraphs have the same purpose. Discussion on the sale of agricultural machinery in China-Japan Shanghai International Building
According to the judgment, after several bargaining between China and Japan, the Japanese offer is still not.
It can satisfy China, but China can't find more powerful persuasion to fight at the moment.
Move the other side and force it to make concessions. China believes that the real hook should be thrown at this time, not thrown again.
"Defend" the business secrets he had contacted with two other countries, so he
It is said that the foreign exchange approval price of our competent department is limited, and we need to try again if we want to improve it.
Yes, the negotiations can only be postponed, while the other two countries are still waiting for our invitation.
Transfer the approval documents for the use of foreign exchange and telex from the other two countries to each other. Japanese side
In the face of this sudden new situation, consider the gains and losses of interests and worry about the breakdown of negotiations.
Crack, had to swallow the real hook, in line with Chinese requirements. of course，
Such a leak is risky, but if it is timely, appropriate and appropriate,
Accurately grasping the temperature and proportion can also play a miraculous role in making decisions. negotiate
Others take advantage of their opponents' eagerness to know their own information, "playing along."
Counterplan "deliberately put some false information prepared in advance on each other easily."
A place to watch or listen, for example, when some negotiators are taking a break from negotiations.
I forgot to bring one or two papers or a briefcase, or I was careless in public.
Tell some business secrets, dig a trap and let you get in and call you.
Be fooled. During World War II, the Allies sent a fake plane in a battle.
This information was put in the briefcase of a captain who died in battle, and then he was evacuated from the battlefield.
After the army got this important "intelligence" by surprise when cleaning the battlefield,
Come on, the Germans really fell into the trap and suffered heavy losses. Because of leaking false information
Don't let your opponent notice, too easy to be seen through by the other party will make the other party suspicious.
So sometimes you might as well set up obstacles and release them in time to keep their appetite alive and lure the enemy deeper.
Enter. So how to identify true and false information? You should keep a cool head and prove it in many ways.
Reality, can't jump to conclusions.