商务礼仪 餐桌礼仪

The origin of etiquette礼仪•Louis XIV’s gardener花匠faced a problem: he could not stop the noblemen from trampling about the king’s garden. He finally attempted to dissuade their Behaviour by posting a sign , called etiquet, which warned them to “keep off the grass”. When this act failed , the king himself had to issue a decree•That no one could go beyond the bounds of the sign. Later , the word “etiquette”was given to a ticket from the court that included rules regarding where to stand and what to do. •The word “etiquette”has evolved, but in many ways it still means “keep off grass”---remaining within the flexible boundary of civil behavior.What is etiquette?What is business etiquette?Etiquette is formal rules of correct and polite behavior in societyPrinciples of international business•Equality and priority•Specialty and universality•Respect and sincerity•Consideration and flexibility•Gratitude and generositySection one Business Attire服装盛装Formal clothes☐1. Morning attire☐A. Morning attire for MEN☐(1)Suit☐a. fabric 织物布料⏹Best choice: wool or cotton⏹Linen亚麻: be careful! It is easy to be wrinkled.⏹Ironclad rule不变的原则: not shiny闪亮的or iridescent彩色的b. Color(2) Dress shirt⏹Rules⏹1. make sure the jacket, the shirt and the tie complement one another.⏹2. the sleeves of the shirt should be a bit longer than those of the jacket.(3) Tie(4)Shoes and socks⏹1. smooth surface leather shoes are a must. (rough surface---no!)⏹2. black and dark brown are the best choice.⏹3. avoid exposing the skin of your legs while seated.⏹4. white socks match black shoes?B. Morning Attire for women(1)Suit1. compared with men’s suit, women have more choices in style and color .2. The ideal length of the skirt:2.5cm above or below the knees.(2) stockings袜子☐1. skin-color silk stockings are the best choice.☐2.The rims of stockings should not be exposed.☐3. Stockings of bright colors should be avoided.(3)Shoes and handbag☐1. smooth-leather surface shoes☐2. quiet and conservative colors are acceptable.☐3. It is suggested that the shoes cover your toes and heels.☐4. As for handbag, it must be big enough to hold all the items you carry.Section two Grooming☐1. Hair☐A. There is no strict rule ab out the length of a woman’s hair, but on the job, hair should be kept out of eyes.☐Unusual color is risky (dyed yellow or pink etc.)2. Fingernails☐Clean and trimmed☐Clear nail polish is a good choice.3. Make up☐Light- touch make-up is suggested4. Perfume☐Many people are allergic to certain smells, so if you wear perfume to work, make sure the scent is clear and light. Of course, you can go to work perfume free.Section I The Art of Introducing People☐I Making proper introduction☐1. Basic rules☐Introduce a lesser to a more important or senior person☐A younger person to an old person☐A gentleman to a lady☐A guest to a host☐A junior executive to a senior executive☐An unofficial person to an official person☐A peer in your company to a peer in another company☐A fellow executive to a customer or clientRemember: the person you address first is more important☐Mr. Cogwell, I want my daughter , Ruth to meet you. Ruth, this is Mr. Cogwell, President of our company.( )☐Mr. Beta, I ‘d like you to meet Mr. Anderson, my boss. Mr. Anderson, this is Mr. Beta, our client from San Diego. ( )Remember to Use titles when introducing people☐This is Professor Jennifer Garrett, he is from California University.( )☐This is Jennifer Garrett, he is from California University.( )Explain who the people are when you introduce them☐This is Mr. Williams, he has been serving our company loyally for 10 years.( )☐This is Mr. Williams, general manager of our company .he has been serving our company loyally for 10 years and made a great contribution to its success.( )☐Say names slowly, clearly and distinctlySection II Handshakes☐1. posture☐Stand about1 meter away from the other person☐Extend your right hand☐Keep the thumb up and the other four fingers extended together2. A desirable handshake☐A desirable handshake feels: firm, strong; as if you are glad to meet someone; dry ,warm and pleasant☐What will you do when you have cold or clammy hands?Section III Business card☐I. Exchanging Business Cards☐1. when to exchange business cards☐A. Meetings are the best time to exchange business cards. Business cards are generally exchanged at the beginning of the meeting.☐B. When sb specifically asks for you card or you are engaged in a conversation about business☐C. If the person you are speaking with seems interested in your product or service, offer your card.☐D. Don’t offer your card to anyone you meet; the card may be thrown away if the recipient has no interest in receiving it.☐E. Don’t offer your card to others when you are at the dinner table or the banquet 宴会.2. How to exchange business cards☐A. Handing your cards to others☐1. present your cards with two hands.】☐2. hold your card by the two upper corner, so that the recipient can easily read your card. ☐3. look at the other people’s eyes and smile.☐4. when handing your cards, you can say “here is my card”B. Accepting a business card☐1. pause and take time to read it. If possible, comment on it before putting it away.☐2. treat the card with respect and put it in a card case. If you forget to take a card case with you, put it in the wallet.☐3. if you are at a meeting, don’t put aw ay the card you received immediately. Place it on the table in front of you. If you receive more than one cards, place them in a sequence that complies with the seating of the cards owners.Section I Arriving for Dinner•I. A guest pre-planning•1. It is most polite to arrive __________minutes earlier than the stated time.•2. if you are more than 15 minutes late, call the host.•3. At a less formal dinners, a bottle of wine or chocolate is a good gift.•4. At a formal dinner, gift is not needed.II. Seating protocol•1. At a formal dinner, there will be usually cards placed on the table. If it doesn’t exist, wait to be seated by your host/hostess.•2. generally, when the event involves both men and women, they are seated alternating man and woman.The place of honor?•3. The place of honor is to the right of host if the guest is a woman and to the right of the hostess if the guest is a man.•4. If the guests are business people of either sex from different companies. It is acceptable to alternate “host and guest”. That is to say each guest sit next to a host or the representatives of the host.Section II Placing order⏹I At a restaurant⏹At the restaurant , once you are settled in the seat, the first thing you usually order is________________.⏹When the waiter asks for your food order, keep three things in your mind:⏹1. order medium-priced menu.⏹2. know the food you are ordering.⏹3. order food that is relatively easy to eat.☐II. MenuB. soupC. entrée/ side dish(副菜)Entrée mainly includes：sea food ,fishes, shells together with eggs and bread.2. Main course(主菜)A main course is the featured or primary dish in a meal and sometimes called meat course. The main ingredient is usually : pork, beef, mutton, chicken , duck goose or fish.☐3. DessertCommon desserts include cakes, cookies, pudding, fruits, pastries，ice cream etc.4. DrinkUsually coffee and teaOr brandy☐Wines matching main course☐The advice on selecting a wine is to stick with white wine for white meat and red wine for red meat.Tips☐if you have no idea of how to order the wine, ask the waiter or sb who knows it offer help. Section III Facing a Dinner Gracefully☐I. Napkins☐the napkin can be unfolded after you have ordered the meal. If you are a guest, wait for your host to make it move.Where should a napkin be placed?☐Remained folded in half and place it on your lap☐Tie it around your neckII. Posture☐1. your general posture should be a straight back.☐2. your feet should be firmly placed on the floor.☐3. don’t cross the legs.☐4. don’t lean back on your chair and loop your arm around the chair.☐5. don’t shake your legs☐6. avoid extending your legs under the chair.III. Using eating utensils☐1. knife ,fork and spoon☐Hold the folk with left hand and hold the knife with your right hand.☐Spoons are for coffee, tea, soup ice cream , soft dessert, but not for vegetables (salad for example).☐Remember: spoons stir tea or coffee, but don’t drink with it. After you have stirred your beverage, place it on the serving plate beneath the cup.2. Proper eating styles☐A. American style☐In American style, one cuts the food by holding the knife in the right hand and the fork in the left hand with the folk tines(叉齿)piercing the food to secure it on the plate.☐Cut a few bite-size pieces of food and lay the knife on the plate with the sharp edge facing in.☐Change your folk from your left hand to your right hand to eat, folk tines facing up.☐B. European styles☐In European style, one cuts the food by holding the knife in the right hand and the fork in the left hand with the folk tines(叉齿)piercing the food to secure it on the plate.☐The difference is, your fork remains in your left hand, tines facing down, and the knife in your right hand, simply eat the cut pieces of food by picking them up with your folk in your left hand.☐Tips☐Cut the meat from left to right, with the folk tines coming close to the knife.☐IV. When dinner is served☐1. When to start?☐When the host/hostess picks up his/her folk, you may pick up yours and begin to eat.☐2. Before the first course arrives☐Before the first course arrives, drinks and bread will soon arrive.☐Bread is often placed in a basket. If it is placed in front of you:☐1). pick up the basket and offer it to the person to your left.☐2). take a piece yourself☐3). pass it to the one to your right.☐You place the bread and butter on your butter plate, then break off a bite-sized piece of bread, spread a little butter on it, and eat it.☐3. Beverage 饮料☐When wine is served, wait to sip the beverage until your mouth is empty and has been wiped with a napkin (especially important for a lady) .☐If you are asked to pour the wine, fill the glass only one-third to halfway.☐4. if you take a break or leave the table during the meal☐1. place the napkin on your chair, and push the chair back under the table.☐2. rest the folk and knife on the plate.5. Smoking at a table☐A table without ashtrays indicates the hostess doesn’t want her guest to smoke.☐If ashtrays are provided, you should ask the host/hostess for permission.☐Wait until the dessert is finished.☐Never use dessert plate or saucer as an ashtray.Article1_SArticle2_S☐Did he write a letter beforehand to tell us about himself, what he was doing to prepare for the interview and why he’d be right for the job? Was he planning to follow up the int erview with another letter indicating his eagerness to join us? Would the letter be in our hands within 24 hours of the meeting, possibly even hand-delivered?☐The answer to every question was the same: noHave you found any clue to interview etiquette? Share what you found with usSection one Before the Interview•I. the Research•1. make your objective clear•It is about what you can do, what you want to do, what you want to get from your job. •2. research of the companies•From newspapers, TV broadcasting, the internet and so on you can know about the companies you want to work at. Learn sth about their products, suppliers, customers, corporate culture etc.II. Paper work•Application letter•Resume•Photocopies of your certificatesClass 9403Business Administration MajorKunming Second Commercial School34 Cui E.Rd.,Kunming 650020June 28,2011•Dear Mr. Wen,•Ms. Huang Lijia of your company has told me that your dept needs a manager assistant, and I wish to apply for the position. I will graduate from commercial school next month. My outstanding record at school and some experience in business has prepared me for the work you are calling for.•I am really interested in learning business practice, and also a diligent worker and a fast learner. If given a chance, I am sure I can prove my worth in your company.•I will be available during the weekdays in the morning for any interviews you may want to give. Enclosed is my resume, and hoping for your immediate reply.•Sincerely yours,•X,XX☐III. Mock interview☐1. Frequently asked questions in the interview☐A. work experience /performance at school☐Name of the company, position title☐Your responsibilities☐Major problems or challenges faced in the job.☐Your biggest accomplishments in the position☐The strengths and shortcomings of your boss☐The reasons why you left☐B. The new job and company☐What interests you about this job?☐Why are you the best person for the job?☐What do you know about our company?☐What challenges are you looking for in the position?☐What can you contribute to the company?☐Are you willing to travel?☐Is there anything else you would like to know about the position?☐What are your salary expectation ?☐C. The future☐What are your goals for the next five years?☐How do you plan to achieve the goals?2. Job interview is not a one way street, so have questions of yours ready to ask.Section II During the interview☐Know the exact place and time of the interview, the interviewer's full name and his or her titleconservative dresslittle to no perfumelight make-upBe the truest and the nicest youSection III After the interview☐Send a thank-you letter to each of your interviewers.Voice and Attitude☐Speak with a rising tone☐Talk directly into the mouthpiece and speaks clearly; slow down if you are required to repeat☐Cough or sneeze far away from the phone. After that , “Excuse me”could be used to apologize for the interruption of the conversation.☐Try to be polite and let the person on the other side feel you are smilingMaking calls☐Call people at the best time☐Normally, we don’t call people before _________ or after ___________, unless we have emergencies. For those who have the habit of taking a nap at midday, don’t call them between 12 o’clock to 1P.m.☐Wrong number☐If the voice of the person who answer the phone is unfamiliar to you, you are suggested to say ____________________________________or __________________. In stead of ___________________or ____________________. If you do get a wrong number, don’t hang up without saying anything.Answering calls☐Promptness in answering☐You are suggested to answer the phone after it rings for three times.☐Attentiveness while answering the call☐Stop doing what you are doing no matter how busy you are.☐It is impolite to carry on the conversation with someone nearby while the caller is talking.☐While the caller is talking, use verbal response like: “yes, I understand”, “I see,”or “of course”. Be sure to let him know you are listening.☐Taking message☐Three indispensable parts☐The caller’s name☐The caller’s phone number☐The content of the messageHow to deal with the message you’ve taken☐1. if you are sure the person will be back soon, leave the message on his/her desk.☐2. if you’ve taken the message for someone who is not coming back, call him and explain the situation to him.Be interrupted on the phone☐If you are disconnected☐Generally speaking, it is the responsibility of the caller to call back.☐If the caller doesn’t do it in two minutes, th en you call him.☐If other people interrupt your call☐You could stop the conversation at an appropriate moment and say, “will you excuse me for a minute? There is someone at the door.”then quickly make clear why the other person is here. Ask him to wait for a while, or tell the visitor you will see him later. And then continue the call, saying “sorry to keep you waiting for so long”☐A second call is coming☐Apologize to the first caller and ask him to hold on. Quickly explain to the other caller that you will be calling back (your responsibility is to the first caller, and never leave him hold the line for too long ).☐If the incoming call is extremely important, urgent or from overseas, explain to the first caller and set the time you will call back.☐In a private office☐You are in sb’s office and your conversation is interrupted by a call, should you stay or be s eated?☐A. if he says “May I call back later?”you remain unmoved.☐B. if he doesn’t say so , take the initiative to say : “shall I go out?”☐Who hangs up first?☐The caller☐The lady☐The customer☐the boss…☐Be sure to put the receiver down gently.Section I office visiting and receiving☐I . Visiting☐A. making appointment☐Your unexpected visit will bring trouble to the other people. If the person you are visiting is not available , your own time will be wasted.☐You are suggested to make the appointment 1 week before your visit.☐Tips : Don’t make the appointment just one day ahead of the visit, which makes people feel that you are arrogant.☐The day before your formal visit, you are supposed to make a phone call to confirm it.☐The appropriate visiting time is from 9 to 11 in the morning and 2 to 4:30 in the afternoon. ☐B. If you are kept waiting☐Don’t make demands of the secretary or receptionist.☐Don’t chat with the secretary or receptionist.☐Don’t complain to the secretary or receptionist. If you are kept waiting for more than 15 minutes, you may ask him/her how long you should wait politely.☐Don’t stretch your neck to look around and peek into the door.☐C. When to leave☐Some people make their time limitation clear up front☐The expression in his eyes☐His body language☐His response to what you say☐D. follow up☐1. Return to your company, and report your visit to your supervisor.☐2. If the visit is introdu ced by a third person, don’t forget to tell him about your visit and express your gratefulness.☐3. follow up your visit with a e-mail or phone call to your host to express your thanks for his reception and invite him to your company.II. Receiving☐A. Hosting☐Always stand up to greet and shake hands with your visitor.☐Allow your visitor to be seated before you are.☐Offer your visitor something to drink.☐Answer only emergency call and concentrate on your visitor.☐B. If you have to keep your visitor wait☐If you keep your visitor wait for a long time, you are supposed to leave your office to meethim yourself. Apologize sincerely and explain to him what had happened.☐When you are finally able to receive him, give him “undivided attention”.☐C. Seeing the visitor off☐After bidding farewell to a visitor in the office, it is a good manner to open the door and go out after him.☐It is usual to escort him to the elevator, to the gate of your company, even to the parking lot.Section II Receiving Visitors from Another Place☐1. preparation☐Book hotel☐Arrange reception dinner☐Draw up a checklist of activities required☐Do a little background research on the distinguished guest.☐Before his arriving date, check with him by E-mails to confirm the date of his arrival , the exact arrival time and the number of flight or train.☐Inquire about the special needs of the visitor during the stay that needs to be arranged in advance.☐2. Hosting☐Receiving the visitor at the airport or train station☐Approaching the person you are meeting☐Self-introduction☐Inquiring about their journey☐Offering help with luggage☐Suggesting leaving☐When the visitor arrives at the hotel, you may leave, so that he can have a good rest after a long journey.Reception dinner (welcome/farewell)☐Meet the visitor at the lobby of the hotel and lead him to the very place of the dinner.☐Take the guest back to the hotel after dinner.Bidding farewell☐1. confirm the leaving time and flight number☐2. not to go away until he caught the plane/train ,and is finally out of sight.☐3. help the guest with his luggage and boarding procedures.☐4. bringing some souvenirs to the visitor is a good idea.Writing an E-mail☐Subject☐1. you cant leave “subject”vacant, which is considered extremely impolite.☐2. subject must reflect the theme and content of your letter. So you need to make it clear and simple.Salutation 称呼☐Salutation is a must in an e-mail, which is polite and helps to remind the addressee that he is directly concerned with the e-mail.☐Don’t use English name to address the person you are not familiar with or who is your supervisor.Signature☐Signature is also important, because it helps people know who you are.Body☐1.Try to write the body of the letter in a concise and brief way. If several things are stated in the letter, mark “1,2,3,4…”in order to make it well arranged.☐2. Pay attention to the tone of your letter according to your relations to the addressee.☐3. Don’t forget the power of “please”and “thank you”☐4. Think twice before using emotions in your e-mails.Attachment☐If there is an attachment附件, remind your recipient of checking it.☐Give a name to you attachment.☐If there are many attachments, compress压缩them into one.☐It is quite easy for people to forward your e-mails to others, So you need to be objective and cautious when making a comment on others.Reply☐Reply to the e-mail you have received within 24 hours.☐If the issue is too complicated and you are not able to give a definite reply within 24 hours, you should let the addresser know you have received the letter and will be replying promptly 迅速as soon as the problem is solved.☐Automatic reply is necessary if you go out on business or on your holiday.。