商务礼仪第一周.ppt

Lecture 1:Introduction to the courseInternational business etiquette.What is Etiquette?Etiquette:the formal rules of proper(social)behavior(Longman,2005)Etiquette=good mannersEtiquette is simply showing respect for others and yourself at the same time,making other people feel comfortable by the way we behave.Etiquette is found in many areas of daily life*Workplace*Golf course *Restaurant*Driving a vehicle*Telephone*Email,letters,memos*Air travel*Sports*School.What is international business etiquette?International Business Etiquette refers to the behavior guidance applicable throughout the world for international business persons to establish harmonious relationships in the global working environment and to smooth the way to all business activities.Why is international business etiquette important?Saying the wrong word,making the wrong gesture or acting in a certain way,may not only ruin a business deal in some countries,but could also involve you in religious or legal proceedings.ExamplesIn England,one is expected to be very punctual however in Japan you are expected to be fashionably late.Tipping in China is rare,but in America tipping is expected and if you do not tip,you simply wont get served the next time you ask for something.It is recommended that you take the time to learn International Business Etiquette and cultures.what to say,and what not to say in the workplace!.What do we learn about etiquette in this course?1.Meeting and Greeting2.Clothing Etiquette 3.Visiting and Receiving4.Table manners5.Interview 6.Office Etiquette7.Communication Etiquette8.Business and Social Etiquette9.Gift Giving Etiquette.Teaching formsLecturesRole playsCase studiesPresentations.AssessmentClassroom performance:30%Final examination:60%Class attendance:10%.Lecture 1:Meeting and Greeting.Meeting and GreetingIntroducing a clientIntroducing yourselfBusiness cardThe protocol of shaking hands.2.Introducing a client.Discuss with your partnerYour boss,Ms,Anderson,enters the room when youre meeting with an important client,Mr.Beta.How are you going to introduce them to each other?“Mr.Beta,Id like you to meet our Vice President of Development,Ms.Anderson.”“Mr.Anderson,Id like to introduce to you Mr.Beta,director of marketing and sales department from ABB.Introducing a visitor to a supervisor:Look at and say the visitors name first.Then look at the supervisor and say his/her name.Example:Mr.Parker,I would like to introduce you Ms.Wendy Thomas,who is our director in charge of marketing and distribution.Introducing your supervisor to another person Look at and say your supervisors name first.Then look at the other person and say his/her name.Example:Mr.Jones,I would like you to meet Ms.Thomas,who would like to talk to you about the position opening.Basic rules IStand upSmileAlways shake hands-and firmlyMake eye contactRepeat the other persons name.introduce a lesser to a more important or senior person.You would introduce:A younger person to an old person.A peer in your company to a peer in another company.A junior executive to a senior executive.A fellow executive to a customer or client.An unofficial person to an official person.A fellow in your own country to a peer from another country.A guest to a host.A gentleman to a lady.Basic Rules II.Always introduce people by saying their title and full name,following with a brief interesting or relevant piece of information about the people who you are introducing.Example:When introducing Sally Rider,one of your advertising and marketing managers,to Dr.Jennifer Wilkins,a business client,you introduce Sally(a subordinate employee)to a senior professional(the client)“Dr.Jerkins,this is Sally Rider,our top advertising and marketing executive who will be personally handling your account with us.Sally,this is Dr.Jennifer Wilkins,she heads the womens education department at the Advanced Institute for Business Women.Dr.Wilkins is interested in new ways to market their education programs to women.Basic Rule III.Basic Rule IIIWhen someone has been introduced to you,your response should be short,and simple:It is so nice to meet you,Dr.Wilkins.I have followed your work for years.Its wonderful to finally meet you,Dr.Wilkins.I am looking forward to working with you.