金正昆商务礼仪全集笔记

金正昆商务礼仪全集笔记

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Jin Zhengkun complete notes on business etiquette

Second speaker: Jin Zhengkun, senior and authoritative international business etiquette expert, Ministry of foreign affairs concierge etiquette consultant, doctoral tutor, Renmin University of China, University of International Relations, director of the Department of foreign affairs and public relations etiquette Center research director Professor Jin Zhengkun. Mainly engaged in diplomacy, communication studies, etiquette studies. It has published 12 monographs and about 3500000 teaching materials, and has published nearly 100 articles, including a total of two words. Is a well-known etiquette experts, Chinese People's Public Security University and many other institutions of higher learning, part-time professor, the government multisectoral consultant. At present, the people's University for graduate students, undergraduate students and correspondence students to open the "diplomatic theory and practice", "international etiquette", "social etiquette course", "service etiquette course", "students etiquette" and other courses. Brief introduction:, etiquette is a comprehensive behavioral science, is the complete behavior in interpersonal communication, from first to last with a certain, common procedures and methods to show self-restraint and respect for others. Because of regional and historical

reasons, the understanding of etiquette varies among different regions and ethnic groups. In the long-term international exchanges, gradually formed the etiquette of foreign affairs norms, also known as foreign-related etiquette. Etiquette concerning foreign affairs is a common practice that people should follow in international contacts, and it is a common practice. It emphasizes the standardization, objectivity and technique in communication. With the quickening of the pace of reform and opening to the outside world, foreign affairs have increased in people's lives and work. It is particularly important to understand the content and requirements of foreign-related etiquette and to master the skills of dealing with foreigners. In this lecture, Renmin University of China Dean Jin Zhenkun professor of diplomacy at the University of International Relations, from three aspects of government, business and daily life, as we elaborate and analyze some common sense and Chinese foreign etiquette difference and foreign etiquette. He believes that there is contact between people to understand, to understand, to communicate, to communicate, to interact, which are three important procedures.

Importance of communication art in the first stage

Business etiquette refers to the communication art that business people should follow in their business activities.

There are four conventional ways to obtain a business card: four common methods for obtaining a business card:

1, trading method: first delivery, name card; transaction method: first delivery, delivery: 2 name card; at the same time

"dared whether we are lucky enough to exchange your name card, at the same time; frequent: delivery about whether we are lucky enough to exchange your name card can have the privilege of exchange name card";

3, courtesy Law: for elders or senior positions, "I hope more advice later, how can I contact you?" Humility Law: for elders or senior positions, I hope that after more advice, how can I contact? I hope you can give me more advice. 4, equal law: "how can I contact you?" How can I get in touch with you? Method: how to connect with "equality," with Mobile you: "don't ring (when in shutdown, shutdown" and "for you)" and "listen", "do not go out to answer." as a result of business and other reasons can not be turned off can be changed to shock or by others to learn three escrow business etiquette: 1, improve the quality of the individual: education is reflected in the details, the details reflect the personal qualities; 2, is conducive to the communication business; 3, the maintenance of corporate image: individual representative business contacts in the whole.

Business people's ability to work: business people's ability to work:

1, business ability; 2. Communicative ability (a sustainable development ability, interpersonal relationship, attention and processing ability). Dual ability

Respect for the basic -- the basic concept of business etiquette, the three stage of respect based -- the basic concept of business etiquette

"Example", palm upward show courtesy, respect, palm down to express rebuke 1, premise: understand the object of contact, minimum requirements, understand what it does not like;

"In front of" women praise other women 2, the first level point: self-esteem, clothing, and other aspects of the speech and deportment reflects the way of getting along with people. "" women wear jewelry: accord with the identity, less is better; two not suitable to wear jewelry show: money, in social occasions to wear jewelry and jewelry show female charm (such as brooches, anklets); wear principle: homogeneous with color. "" women should dress in business occasions, should pay attention to the "five no": (1) do not wear black leather skirt, especially communication in foreign business; (2) the formal occasion not only broken leg; (3) do not wear socks (carry - spare socks) footwear (4) don't set, cannot wear casual shoes, wear a pair of shoes package (before exposed foot; toe after showing no heel) (5) no blank dress socks, otherwise known as the "three legs". ";" cases of occasion: men watch, women bags. Advanced occasions: men watch watches, women watch bags. Ordinary business occasions: men look at the waist, ordinary business occasions: male female head (waist, hair: not Hair Coloring, can no longer than the shoulder, hair, and hair not too formal age limit). 3, second levels - respect for three other people's attention: (1) accurate positioning of the object of communication: "case" foreign exchange: foreign guests gift packaging, packaging value accounted for three of the total value of the gift

One of the gifts, packaging should be 200 yuan, 100 yuan; to open slightly at and praise, do not look at the gifts face to

face open, slightly and praised, sorry for each other; dining can not make 3 mistakes: no modification or finishing clothing in public; a drink, please drink toast to each other. Sorry don't drink not toast Jiacai; dinner can not sound. A dish without food; a meal; a noise. Of course, domestic business contacts have some differences. (2): "follow the rules" to accept the name card, pay attention to 2 points: no name card to tell There is an exchange of calls., "run out" or "no" (lie) (missing);

The fourth, fifth stage is good at expressing fourth,

"Patients" dress expression: don't hang out the male waist, should be put in the handbag; call the expression of MRS, object, lover; greeting language: eat? = nice, to, meet, you, you, are, sexy, and, beautiful = have you eaten? Don't hesitate to praise each other. Which seat is on the "double" limousine? The guests sat there, where is the booking (with guest host, if you insist); specifically, there are three seats, the standard to judge the different social situations, different interpersonal relationship, the car position different ": social occasions: the master drive wheel for the attendance of vice. Business occasions: full-time drivers, the right rear seat is (according to domestic traffic rules), deputy driver's seat to seat VIP (security suite; attendance attendance), for the driver behind the seat, the highest safety factor, the passenger seat for the back seat. Management syllogism: think of writing (rules) - > by written down to do) - - > to behave in accordance with written down to do (think of writing (rules), according to the written down to do (behave) - to do down business etiquette has two levels: something to do and not do something. The men were

dressed as suits. Should follow the "three three":1, three principles: the body color of not more than three colors (color), color principle: the body color is not more than three colors (color); 2 and 31 laws: shoes, belts, briefcase three keep a black color, the best; and the 31 laws: shoes belt briefcase three of a color, black, 3 best; three taboos: left sleeve appliances; do not wear nylon socks, do not wear white socks; tie texture three taboo: choose, choose silk and wool, unless otherwise do not have a uniform matching, color with dark, short sleeved only the uniform shirt and tie a short sleeved shirt, jacket no tie.

Three fashion tie: Men dimple Men 'Dimple, no tie clip (unless often waved VIP and wear uniforms and use a tie clip of civil servants), the arrow at the upper end of the lower tie belt buckle (generally not suit button the bottom button, the button just below the right suit in the belt buckle at this tie with lower end)

Dress three elements: color, style and fabric dress suit three requirements: (monochrome, dark blue, grey, preferred selection after the election of black, black as long as for weddings and other ceremonies); single breasted wool.

Sixth, formal meaning: improve personal quality, sixth, seventh forms of formal meaning: improve personal quality, improve corporate image

Who should ring off while the two parties are on the phone? Those with higher status (higher authorities) should first hang up and call the same level. Those with higher status (higher

authorities) should first hang up and call the same level. Six: workplace dress too bright, too messy, too much exposure, too short, too tight, too much perspective. Business address: no name ("Hello four,...... ") and alternative program (" 6 "), local name, address each other as brothers. "" courtesy service three elements: (1) received three times: welcome to have a sound a voice asked the sound to be sent; (2) civilization five sentence: greeting "hello" request, "please" and "thank you" thank, sorry words "sorry"? (3) three enthusiasm to: A. eye to eye to (watch parts: head and eyes; gaze angle: head, do not look up; fixation eye: fixation time should be in time to get along time 1/3); B. mouth to mouth to speak Mandarin (; distinguish between objects such as It differs from man to man., and pay a fine. Welcome to speak) port to C. to realize (to have a face to face; interacting with guests, such as the so-called hospital service with a smile; not inferior to Chinese, such as laughing when exposed above six teeth).

Eighth and eighth, ninth communication skills

The "business etiquette" is explained, business communication skills, is actually how to achieve maximum mutual contacts in business (bidirectional) communication effect, including three progressive aspects: (1) self orientation; (2) positioning of others; (3) to comply with the convention. Business persons basic workplace talk taboo "six talk": (1) no criticism of state and government; (2) not involved in secret;

(3) does not involve the communication object's internal affairs; (4) don't talk behind the leadership, colleagues and peers, it is not without being disagreeable; (5) do not talk about the style is not high; (6) does not involve personal

problems, especially in international exchanges. The workplace communication "private five ask": first ask income (suffering from comparison), ask the second age (especially near retirement and white-collar), third regardless of marriage and family, fourth regardless of health status, fifth no personal experience (focusing on heroes do not ask the source, now).

Tenth stage image design

The personal image of the business person represents the corporate image, product / service image, and even the image of the country and the nation. What is the "image" in business etiquette? That is, the impression and evaluation of the outside world. The elements of image: popularity and reputation. "The image is propaganda, the image is effective, the image is the image of service, is life, the image at all" personal image design pay attention to two aspects: (1) the most important personal image design is personal positioning. (2) the "first round effect" determines the key to good or bad image: in interpersonal relationships, especially in the initial contact, the first impression is the most important. Six elements of personal image: (1) instrument. The key is the head and hands: nose not too long, no smell, no foreign body; male hair not longer than 7 cm, do not attach the amount of side without ears, after less than. (2) expression. Three requirements: nature; friendship; benign interaction. (3) manners. Attention two points: civilized manners,

If you do not dress up in public, behave yourself. (4) clothing. The most critical question is the choice of collocation in place: identity, harmony, beauty. (5) speech. Involves three points:

down; choose the content; the use of polite language. (6) the way of getting along with people. As a comprehensive factor, there are three basic issues: honesty; law-abiding; to keep. "The basic requirements of business women" Makeup: makeup, makeup job posts; three basic considerations: (1) to the natural makeup makeup into, but there is no such as lip gloss, color, dress collocation should be considered, should be a natural transition eye shadow; (2) to beautify the makeup: solemn conservative, not for fashion that should be consistent with the conventional aesthetic standards; (3) the make-up to avoid people.

Eleventh basic features of business etiquette

Microscopically, business etiquette has three basic characteristics:

1, normative standard practice refers to the way of getting along with people. Such as reception buffet etiquette ", repeatedly taking less" coffee spoon etiquette for basic need, can not take a spoon scoop "food" cases of the reception staff, guests will be introduced to the chairman and general manager of the company introduction: This is not the order of men and women, young and old, do not look at the positions they should first introduce. Master (guests preferred right) masters according to the position, you should first introduce the host guest (guests priority right) masters according to the position, according to the introduction, master jobtitle introduction should first introduce the master, introduced to the owner. Introduce to the host. 2, the object of "case" to guide staff accompanied the guests upstairs before and after the order: if

guests recognize if the guests know the way downstairs and out of doors, on the front position of respect for the guests; don't know the way, should be left in front of the guests. Enter and leave the door, up and down, front position for respect; guests do not recognize the road, it should be in front of the guests left. "" business dinner (dinner) should give priority to the question of food arrangements: the key is to understand what the guests can not eat, first ask what would you be? "National taboo: foreign affairs first ask" what would you avoid first ask what would you be? (2) the head of the animal foot; (3) pets (cats, dogs, exchanges in the note (1): foreigners diet Chinese animal offal; dove) (4) (5); rare animal; freshwater fish; (6) scaleless finless fish (snake, eel, loach, catfish). Religion: Islam, tobacco, wine, avoid the pig blood; Buddhism refers to the smell of meat with onions, garlic and chives. The local guest eats the ocean, the foreign guest eats the soil: (1) eats the characteristic; (2) eats the culture; (3) eats the environment. People in Europe and America love pasta, fried foods, sweet and sour foods, large chunks of meat or meat: appetizers before meals and desserts after meals. 3, technical "case" entertain guests to ask questions about drinks: closed inquiry should be used, "would you like to drink coffee or entertain guests to ask questions about drinks: closed inquiry should be adopted, would you like coffee or tea?"... "Rather than asking open-ended questions," what drinks do you need? "With" the company meeting, chairman and general manager of the rostrum seating arrangement has three basic principles: (1) higher than the front row; (2) Central than on both sides; (3) to the left of the administrative activities, to the right is international practice / business activities (about which seated between man about the audience and view independent).

Lecture notes on business etiquette and public relations (Part 2)

Twelfth, the scope of application - - business etiquette, twelfth, third applicable scope - Business Etiquette

The level of operation and control level: some (active, high-end), not for (passive, in the end, more easily, such as the "6 forbidden"); "some cases" means the color and gloss color should be consistent, coordinated and underwear shirt or a series of cosmetics; choose the same brand as far as possible. The scope of application mainly includes three occasions, other occasions do not need to talk about business etiquette: 1, the first contact "example" interpersonal distance: from the enterprise environment to see the 3 main points of enterprise management situation;

(1) no noise (walking, sound, loud noise, etc.) (2) dress code (from shoes to look at people, a house does not)

Why sweep the world) (3) staff contact with guests when there is distance. Interpersonal distance; routine 4: (1) private distance (also called close distance, family, husband, lover): less than half a meter; (2) normal distance (also called communication distance): 0.5m - 1.5m; (3) etiquette distance (also called respect for elders, distance, superior) 1.5m 3.5m;

(4) public distance (also called distance distance): 3.5m or above, public places and strangers to keep a distance of 2, the official exchanges in official business etiquette role: (1) draw a line as usual; (2) maintaining five aspects of the corporate image of the most worthy of attention: (1) the

celebration the ceremony; (2); (3) business conference; (4) business activities (negotiations); (5) business reception "cases": from the perspective of negotiation etiquette, the three key problems (1) negotiators dress; (2) negotiation strategy (such as the first quotation or after the quotation, high price or low price) (3); financial arrangements (such as seating) 3, foreign exchange "ten different wind, in the different customs, such as shaking hands only to hold the right hand, flowers do not send chrysanthemums, people will not love taboo pig pig like panda gift

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3A principle -- the basic principle of business etiquette -- the foothold of business etiquette

The United States of Buji, proposed that not only see things not seen, emphasizes the importance of interpersonal relationship, interpersonal relationship should pay attention to three aspects: 3A, Professor Kim called it "said to respect and friendly contacts in three ways,":1 Accept accept each other as service industry "broad-minded toward others, the guest is always on the" three cases "when talking to: (1) don't interrupt others; (2) do not easily complement each other; (3) don't correct each other. Offend people are often not in principle on major issues issues of right and wrong embarrassing embarrassment, but. (https://www.sodocs.net/doc/3411588915.html,/ network friend) 2 and Appreciate (1) attached to each other not to mention the disadvantages (2) is good at using the title: as the other administrative positions / titles should be called his office; miss, Mrs., Mr. Pan "; (3) remember each other, can

not remember even nod is not the wrong person. 3, Admire praise each other should be good at finding, and good at appreciating each other's strengths, pay attention to the main points: (1) seeking truth from facts; (2) know how to apply to each other, boast of the idea

Fifteenth issue

The role of business etiquette: the role of business etiquette:

The inner strong quality and external strong image are expressed in three aspects: 1. To improve personal quality, personal quality of business personnel is a kind of personal accomplishment and its performance. Such as not smoking, not in front of strangers in a public occasion before the sound. "4 principles" jewelry: prerequisite: in line with the identity (1) to advocate for good, not wearing, generally not more than three, each no more than two; (2) good collocation, such as wearing sleeveless dresses, gloves to go to senior high tube ring should be worn on the dinner. Gloves (except the bride); girls wear skirts to wear socks Anklet in Party, outside (recommended leg good or walking posture good girl was wearing Anklets) (3) homogeneous with color;; (4) the custom principle, such as jade pendant with men wear women wear Buddha Guanyin;

a ring left ring; worn on the index finger, middle finger that want to get married with that have a love, wearing a ring finger said married, wear a small thum

b thumb does not wear the ring that single. 2, help to establish a good interpersonal communication "example", the Secretary answered the phone to find the boss, the first to inform the other party to find the person is not, and then ask who is the other party, what's the

matter?. "" call on others to make an appointment, and must obey when an advance to may affect the arrangement of others or ongoing matters. 3, the maintenance of personal and corporate image business etiquette is the most basic role is "mitigation effect": a monkey, a little less and less destructive encounter do not know,

The safest way is to follow or imitate, with static braking. Such as the Western-style food banquet hostess is first order, the hostess seated other people to sit, the hostess said napkin party starts, the hostess picks up the knife and fork other people can eat, the hostess put the napkin on the table that the end of the party.

Sixteenth issue

Basic rules for business attire

Specification embodies four aspects: 1, in line with the identity: such as the summer, business personnel should wear formal suits; 2, good collocation; 3 comply with the Convention: such as tie clip parts, tie after Golden Point 0.618, down from about 2/3 position, 7 middle grain shirt fit in fourth - 5 buttons, 6 tablets in third - 4 shirt button, this suit can block the tie clip. 4, distinguish occasions, because of different occasions and dress different: Dress three occasions: (1) official occasions (work time): dignified, conservative, and choose uniforms, suits (head)

Choose a suit or shirt / pants / skirt) dress three, cannot wear fashion and casual; (2) social situations (the work of

communication entertainment, main parties and balls and concerts, parties, call five): seeking fashion, fashion, dress choice (optional Chinese dress tunic, male female monochrome), ethnic clothing, cheongsam not in uniform; (3) casual occasions (personal work free time at home to rest, exercise, sightseeing, shopping) requirements of natural comfort, do not wear suits and uniforms. For example, the first piece of the dance asks its own girlfriend, and second pieces of music, to begin exchanging partners, such as "VIP", personality, dress, rules and fashion, led by VIP

Seventeenth issue

Language art, business language features: less speaking, more listening - more words, more listening - - language, art, business language features: less talk, more listening - more words

All, brake, brake, and all have to humble feeling

1, the language should be formal standards,

"" self introduction: different answer, show confidence and trust for each other, pay attention to three points: (1) first pass name card do, can understand each other, to deepen our impression and save time; (2) short, concise language; (3) complete content, divided into two types: the type of communication the type and entertainment business occasions for the introduction of a speaking acquaintance (including units, departments, positions and names of the four elements, the first time the future can be referred to by name, to avoid

confusion, misunderstanding)

2, the language should be civilized, previously mentioned, "six, do not ask to be good at choosing topics: language to civilization," previously mentioned six, do not ask to be good at choosing topics: six, do not ask, be good at choosing topics

(1) there is a gap of people together with the position, can consult him he is good at problem, using ") to fall together with the position, can consult him he is good at problem of common weakness, but fond of teaching others" should pay attention to their good and accurate positioning; (2) the elegant style of conversation) the elegant style of conversation, such as philosophy, geography, history, literature, architecture, and other public local customs and practices topics; (3) a relaxed topic) light topics, such as film and television, sports, fashion, cooking snacks, weather topic is two-way positioning, together to talk about the topic that each grade.

Eighteenth issue

Telephone etiquette, telephone image, composing elements, telephone etiquette, telephone image, composing elements

1, the content of the conversation; 2, call time, such as generally do not choose the Monday morning on the phone, do not work 1-2 hours before the phone on Friday, not to cannot but not to disturb the personal time; 3, 4, official behavior; sexual problems, such as telephone, telephone records (record 4W1H:who, who is playing who hit it where, from which, when time,

why how to, how to handle: Yes. Where is reported to the group, time, how, how to deal with,

The signature of the record and the time of the record) the record of the record and the time of the record

Nineteenth issue

Meeting etiquette

"Shake hands": with a little effort (2Kg power), pay attention to a few details:

1, greetings, pay attention to three points: a low priority, for occasions only (female priority, greetings, pay attention to three points: low priority,

In social situations rather than workplaces, greetings vary. Greetings: Administrative titles, technical titles, trade titles (nurses, teachers, etc.), fashion titles (Sir, madam). Especially in foreign affairs, foreign businessmen are more accustomed to Mr., miss, Fan Ju (Chang). Don't call Zhao Chu for short

2. Introduce others and business presentations,

The others should pay attention to two points: (1) who introduced as a referee: full-time reception staff, both sides should be our VIP acquaintances, the highest office; (2) the order was introduced in both the venerable (lower ranking after the position of the first high status to know), first introduced

after the guest host. To grasp the opportunity, should pay attention to two points: (1) the other interested or need each other free time; (2) Master measured: emphasize I have no people, I have gifted, gifted people I salute, 3 new Handshake: (1) before and after the order: you reach the top, the first high status hand; when guests arrive to master first hand, when guests leave the guests first hand. Taboo: shake hands with your left hand, shake hands can not wear sunglasses and hats, do not wear gloves (only women in social occasions wearing gauze gloves and men can shake hands), the first meeting of the opposite sex, do not hold hands

Twentieth issue

The use of business cards

Name card: self introduction, social networking card name card (content) on easy problems, namely "three no": do not alter; shall not provide more than two titles, can prepare a name card; do not provide personal contact. Name card making: (1) size (5.5cm * 9cm) (2): optional materials; recycled paper; (3) color: monochrome plain, light yellow and light blue, light gray; (4): VI, the enterprise can design the unit location diagram and landmark buildings, the main production company goods; (5): print font and style, there is a business contact can be printed in complex with Hong Kong, Chinese and best foreign double-sided printing, don't print that maxim. Name card is divided into three types: enterprise name card (name, address, telephone); personal name card is also called social name card (for a speaking acquaintance, only printed name); commercial name card (three three) three three: I belong:

corporate image, corporate name, the Department of the person's name, said: administrative duties, academic title contact address (detail), encoding, post office phone, fax, email, mobile phone and other appropriate exchange name card:

(1) request, not to not go to) cannot but not to claim; don't go to, cannot but; (2) receiving, must see, to put Ri in his reverent and respectful); receiving, must see, to put in his pocket reverent and respectful of Ri (3): the attitude of humility, delivery stand hands above the font name card, facing each other, delivery): the attitude of humility, standing, hands above the font name card, facing each other, the delivery order by the respect and humble, and can be used to distinguish from near and far, to delivery order delivery time table by the respect and humble, and can be used to distinguish from near and far, needle

Twenty-first business seating etiquette

Three basic principles: (1) differentiated, the owner to make the guest seat; (2) Chinese and foreign are different, our country government left the statue, (business) international communication right dignity; (3) to comply with the rules. The common business etiquette:

1, road: two people in parallel, the inside is higher than the outside, on the road: the inside is higher than the outside (guests rely on the wall, avoid other people disturb); the inside is higher than the outside

Pedestrian walking,

The central central than on both sides than on both sides; single ranking, earlier than before than after (to choose the direction of the right to give off central than on both sides before than after the reception staff to LIFO, the unmanned elevator, the reception staff to advanced manned elevator; later), the reception staff to LIFO reception staff to last out after.

2, reception, reception:: (1) free seating for informal communication, to arrange the seating; (2)

Relative type (sit face to face, businesslike, distance): the perspective of the right to the door seat for (dynamic right), many people inside above the lateral; (3) (on an equal footing, parallel friendly): for the face, as a man who is on the right (static right). The nearer the door, the lower the status.

3: negotiation): horizontal table type;) vertical desk type foreign affairs; 2, negotiation: (1 (2)

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Number is translated.

The rules are as follows: "on the face, for the right to the center, and (from the door), the front door is beyond the last"

4, dinner: Master Master sit on the right side facing the door, the guest of honor; double master, master of the first sitting surface, dinner: