秘书接待礼仪知识讲解.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,秘书接待礼仪,一、接待规格,1.,对等接待,接待方的最高职位者与来宾的最高职位者平级,的接待，同时双方主管的业务对口。经常采用的接待规格。,2.,高格接待,接待方的最高职位者比来宾的最高职位者职位高。,有两种情况需要高规格接待：,(1),上级领导所派的工作人员来访时；,(2),接待方非常重视的组织和来宾来访时。,接待方的最高职位者比来宾的最高职位,者职位低的接待。,如下情况需要低格接待：,上级领导或主管部门领导到基层视察时。,其他接待工作中一般不 出现低格接待。,3.,低格接待,基本技能,1.,位次的排列,以右为上（遵循国际惯例）,居中为上（中央高于两侧）,前排为上（适用所有场合）,以远为上（远离房门为上）,面门为上（良好视野为上）,坐：如两人并坐，中为尊，右为次，左为再次。,乘车：乘小轿车时的位次，通常“右为上，左为下，后为上，前为下”。,主席台：主席台的位次排列应按照就坐者职务的高低排列，以职务最高者居中，然后依先右后左向两边排开,高职位者,会议主席台位次安排,单元二 接待程序及礼仪,一、接待程序,1.,周密制定接待计划,接待计划的主要内容包括,（,1,）接待原则,（,2,）确定接待规格,（,3,）安排接待日程,（,4,）做好生活安排,（,5,）落实交通工具,（,6,）确定接待人员,（,7,）预算接待经费,.,灵活实施接待计划,基 本 技 能,1.,亲切迎客,有客人到来时，应立即放下手中的工作，,面带微笑，热情而亲切的问候,接待礼仪,接待人员,在接待工作中应视宾客如上帝，从语言，表情到动作都应热情礼貌，让宾客有一种“宾至如归”的感觉,。,2.,热忱接待,迎三送七,情感表现,3.,礼貌送客,在道路上行走时,两人横向行进，内侧高于外侧。,多人并排行进，中央高于两侧。,对于纵向来讲，前方高于后方。,一、行路礼仪,（,1,）行走时要注意自己的仪态和精神风貌。走姿要规范，符合要求。多人行走时，不勾肩搭背、并排横行、互相打闹，以免影响他人通行。,（,2,）行走途中，不要边走边吃东西，这样，既不雅观也不卫生。,（,3,）要保持道路卫生，尊重环卫工人的劳动，不随地吐痰、乱扔脏物。,（,4,）遵守交通规则，步行要走人行道，横穿马路要走人行横道,(,斑马线,),，自觉遵守红灯停、绿灯行的规定。,（,5,）保持道路畅通，不边走边做游戏、玩耍，不在路中央与人交谈，以免影响他人通行。,（,6,）走路遇到熟人，要主动打招呼、问候，但不必高声大喊，以免惊扰他人。,（,7,）问路态度要诚恳，语言文明，问完要致谢；如遇人问路，要热情帮助，不能置之不理，若不知道，要向对方说明。,（,8,）行人间要礼让。不小心碰撞了别人要主动道歉，别人碰了自己要宽容，路遇突发性事件不围观、起哄。,2.,上下楼梯时,上下楼时宜单行行进，以前方为上。把选择前进方向的权利让给对方。,男女同行时，一般女士优先走在前方。,但如遇到着裙装（特别是短裙）的女士，上下楼时宜令女士居后。,横向：陪同人员应该把内侧（靠墙一侧）让给客人，把方便留给客人。,3.,进出电梯时,进出有人值班的电梯时，主人应当让客人先进或先出。当电梯无人值班时，主人应先进后出，协助客人按电梯按钮。,当多人乘坐电梯时，应注意先后顺序，不能拥挤。进入时，按顺序进入，当电梯超重时，后上来者应主动退出。出电梯时，应提前换位到电梯门口，当电梯停稳按顺序走出电梯。,由于电梯空间较小，所以在电梯内请勿吸烟和大声喧哗。,二、乘车礼仪,1.,乘专车礼仪,座次礼则,总的要求时右尊左次，后排为上前排为下。但也要具体情况灵活掌握，把客人让到上座，以免怠慢客人。,车内座位排序,1.,主人自驾车,2.,小轿车,（）小轿车的座位,如有司机驾驶时，以后排右侧为首位，左侧次之，,中间座位再次之，前坐右侧殿后，前排中间为末席。,（）如果由主人亲自驾驶,以驾驶座右侧为首位，后排右侧次之，,左侧再次之，而后排中间座为末席，前排中间座则不宜再安排客人。,（）主人夫妇驾车时,主人夫妇坐前座，客人夫妇坐后座，男,士要服务于自己的夫人，宜开车门让夫人先上车，然后自己再上车。,（）如果主人夫妇搭载友人夫妇的车，则应邀友人坐前座，友人之妇坐后座，或让友人夫妇都坐前座。,（）主人亲自驾车，坐客只有一人，应坐在主人旁边。若同坐多人，中途坐前座的客人下车后，在后面坐的客人应改坐前座，此项礼节最易疏忽。,（）女士登车不要一只先踏入车内，也不要爬进车里。需先站在座位边上，把身体降低，让臀部坐到位子上，再将双腿一起收进车里，双膝一定保持合并的 姿势。,下车,以前排右坐为尊，后排右侧次之，后排左侧为末席。上车时，后排位低者先上车，前排尊者后上。下车时前排客人先下，后排客人再下车。,4.,大型客车,乘坐大型客车时，座次顺序是常以距离门的远近来确定座次，离门越近，座次越高；离门越远，座次越低。具体而言就是，前高后低，右上左下。,5.,乘坐公交车礼仪,（,1,）上下车秩序,（,2,）礼貌乘车。,乘船礼仪和乘机礼仪,一、乘船须知,上下船时帮助别人对号入座,对船员和其他乘客友好热情注意安全,聊天选择好的话题预防疾病,讲究卫生,应对突出事件,1.,乘机须知,选择合适的航班,准备行李,缴纳机场建设费,换取登机牌,接受安全检查,2.,乘机礼仪,严于律己,尊重他人,乘机礼仪,开封大学：袁平,单元五 旅游接待礼仪,开封大学：袁平,单元五 旅游接待礼仪,开封大学：袁平,知识准备,饭店、旅行社等旅游服务行业的工作都是从接待开始的，接待礼仪是贯穿于旅游工作的全过程。所以以美好的仪表、礼貌的服务做好接待工作给宾客留下良了的第一印象，使宾客有宾至如归的感觉。,一、前厅接待礼仪,迎接,注意服装、仪容、仪态。心要细。,前台,有问必答、百问不厌、不对客说,“,不,”,、明确回答、不能答、限时回答。人多时，接一答二顾三。,商务中心,业务熟练，认真高效、恪守客户商业秘密。,前厅服务,36,SharePoint Application Landscape,SharePoint Core,.NET|ASP.NET,Customized SharePoint Server 2010 Workloads,Portal for LOB Application Data,Single WebPart,Solutions,Business Collaboration Applications,锐普,PPT,论坛,chinakui,首发,37,Organization Management,All users in the Contoso education system,CIO,38,39,40,41,Lean Methodologies?,42,Failure,GRC Program Manager,Operations Engineer,Managing Compliance,Provide Audit Trail,Automation,Take,Action,Activities,Process controls,Configuration settings,Monitoring,Reporting,Actions,Change control,GRC incident/issue,GRC problem,CorrectiveActions,Audit Trail,Compliance Reports,Compliance History,43,INTEGRATE,and,EXTEND,security,SIMPLIFY,security,MANAGEMENT,experience,44,Whats our Operations Role at Microsoft?,Online Corp“Mega”Services,10 Geo Data Centers,99.9%Global Availability,2M+Concurrent Connections,700M Unique Clients/Month,100B Downloads/Year,500+PetaBytes of Egress/Year,25-50%Service Growth(YoY),Realities&Challenges,Poor Business Planning,Technology Complexities,Expectation to Manage Growth/Costs,Job Themes&Business Priorities,1-Mitigate Risks(Safety 1,st,),2-Cost Efficacy(Manage Budget),3-Innovate&Impact(Value),Microsoft Update,锐普,PPT,论坛,chinakui,首发,45,Customer IT Pains in Midsize Businesses,Reducing server sprawl and IT power/cooling costs,Moving from reactive to proactive state,Quickly troubleshooting PC and laptop issues,Deploying new software in a timely manner,Keeping hardware&software updated with the latest patches,Ensuring changes are made on time,Understanding what users have,purchasing the right software licenses,Regulatory or internal compliance,Purchasing,deploying,managing&learning multiple and complex applications to accomplish these tasks,Keeping IT infrastructure up and running,Improving end-user productivity,Keeping systems up-to-date,Keeping track of hardware/software assets,锐普,PPT,论坛,chinakui,首发,46,Presentation,Virtualization,ProfileVirtualization,Server,Virtualization,Application,Virtualization,Desktop,Virtualization,47,48,49,NETWORK,SHARE,CREATE,FIND,50,51,52,Work Better Together,Bring Ideas to Life,Use Office Anywhere,Collaboration Without Compromise,Insights from Information,PC,Phone&Browser,E,Productivity,Security,&Cost Management,The Practical Productivity Platform,53,54,Delegate specific tasks to specialist users with role-based administration,Compliance Officer,Human Resources,Help Desk Staff,Conduct multi-mailbox searches for e-Discovery,Update employee information in company directory,Manage mailbox quotas,锐普,PPT,论坛,chinakui,首发,55,rich PC experience,instant resets,standard app set,“guest workers”,computer lab,training center,consultants,rich PC experience,personal,diverse apps,diverse users,“office workers”,finance,operations,marketing,administration,secured access and control,location and device flexibility,diverse apps and users,“remote workers”,offshore workers,outsourcers,contractors,branch offices,teleworkers,offline access,secure,diverse apps and users,“mobile workers”,sales,executives,field service,simple,locked down,few apps,“task workers”,factory workerretail clerk,bank teller,call center,56,57,Virtual Workload Provisioning,OS/Software Deploy,Patching and State Mgmt,Performance and Health Monitoring,Disaster Recovery,Hardware Provisioning,Backup,Live host level virtual machine backup,In guest consistency,Rapid recovery,Live host level virtual machine backup,In guest consistency,Rapid recovery,Patch management and deployment,OS and application configuration management,Software upgrades,Virtual machine management,Server consolidation and resource utilization optimization,Conversions:P2V and V2V,58,59,60,Support Costs,52%,48%,In-BandRemote Fix,Desk-Side Visit,Support Incidents,10%,90%,Desk-Side Visit,In-BandRemote Fix,61,62,Content in the Enterprise,Local Docs and Mail,Remote PCs and Servers,Corporate Index,Department and Team,MyDoc,E-mail,Team Sites,Indexes,Mail Index,SAN,People Search,Enterprise Portals,Together,Enterprise search experience integrated within Windows 7,Tie together siloed business applications,Our Stuff,Collaborate and manage content enterprise-wide,Connect seamlesslywith peopleand expertise,My Stuff,Quickly and easily findfiles on your PC,Work with searchdirectly fromdesktopapplications,锐普,PPT,论坛,chinakui,首发,63,Windows Optimized Desktop,Client,server,security,and management flexibility,Client Infrastructure,Server Infrastructure,Management Infrastructure,Active directory Group policy Networking Server-based client virtualization,Deployment Application management PC monitoring IT Process&Compliance Security management,锐普,PPT,论坛,chinakui,首发,64,65,66,Find a publisher!,67,68,A WORLD OF CONSTANT INTERRUPTIONS,phone calls,txt msgs:-),reminders,low battery,lock screen,锐普,PPT,论坛,chinakui,首发,69,70,Compound Packets,Durable File Handles,Increased Buffer Sizes,Symbolic Links,Greater Scalability,More Secure,71,Branch Office,72,Virtualization,MultiMany-core,64-Bit,Power,73,74,TERRY MYERSON,ACHIM BERG,JOE BELFIORE,RICHARD WARD,HENRY SANDERS,TOM GIBBONS,ALBERT SHUM,75,76,77,此课件下载可自行编辑修改，仅供参考！感谢您的支持，我们努力做得更好！谢谢,