Business Communicating Etiquette
BusinessNegotiationEtiquette
BusinessNegotiationEtiquetteBusiness Negotiation Etiquette I want to do this! What's This? ÂIf you work in a field in which you have to negotiate often, it's very important that you know the etiquette associated with negotiating, such as how to speak to a potential client and how to behave when the negotiation process is prolonged. These courtesies will help you to avoid awkward situations and make a positive first impression.Greetings1.Before the negotiations officially begin, it is essential that you present yourself as friendly and polite to give the impression of trustworthiness. The most common form of greeting in the corporate world is the handshake. However, if you are in countries such as France or Brazil, kisses on the cheek are the norm. If you are in the Middle East, a nod of acknowledgment may be best when greeting someone of the opposite sex. Learn the culture of the people you will be negotiating with. This is a sign of respect and an indication of how you will behave during the business process.Small Talk2.It is also common for some professionals to engage in small talk before the negotiations begin and to have short conversations after negotiations have ended for the day. This gives everyone time to become more comfortable with one another and is the gateway to building a lasting business relationship. However, in some countries such as Finland and Germany, small talk is not part of business culture, and meetings start precisely on time. After negotiations, a German or Finnishprofessional may host a dinner or a trip to the sauna for casual conversation. In places such as Mexico and Saudi Arabia, small talk is expected, but it's best to know which subjects are off-limits. For instance, it is not proper etiquette to discuss the poverty in the country with Mexican professionals, and one should not inquire about the well-being of a female family member in Saudi Arabia.。
《商务英语视听说》下册教案
《商务英语视听说》下册教案一、教学目标1. 提高学生的商务英语听说能力，使他们在商务场合能够流利地使用英语进行沟通。
2. 培养学生对商务英语听说的兴趣，增强他们的学习积极性。
3. 帮助学生掌握一定的商务知识和交际技巧，提高他们的商务沟通能力。
4. 培养学生的团队合作精神，提高他们的综合素质。
二、教学内容1. Chapter 1: Business MeetingsTopics: Preparing for a meeting, Starting a meeting, Handling meeting procedures, Closing a meetingSkills: Listening for mn ideas, Taking notes, Participating in discussions, Giving presentations2. Chapter 2: Business PresentationsTopics: Preparing a presentation, delivering a presentation, Using visual ds, Handling questionsSkills: Listening for specific information, Summarizing, Analyzing, Evaluating3. Chapter 3: NegotiatingTopics: Preparing for negotiation, Establishing mon ground, Handling concessions, Closing a dealSkills: Listening for detls, Interpreting meaning, Persuading, Negotiating4. Chapter 4: Teleconferences and Video ConferencesTopics: Setting up a teleconference, Participating in a video conference, Using technology effectively, Handling technical problemsSkills: Listening over the phone, Non-verbal munication, Adapting to different munication styles5. Chapter 5: Business CorrespondenceTopics: Writing business letters, Writing es, Formatting documents, Proofreading and editingSkills: Listening for relevant information, Summarizing, Writing clearly and concisely, Proofreading三、教学方法1. 任务型教学法：通过模拟商务场景，让学生在实际操作中练习商务英语听说能力。
Business Etiquette 商务礼仪英语(双语课件)
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Homework and test for Chapter 1
Review what you have learned in class and discuss:
How to greet and shake hands with a business partner?
How to introduce a business partner? How to exchange visiting cards? How to find a neutral subject to chat?
test
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test 1
True or False:
1. You can only shake hands with your right hand.
8. In business meeting, you can not leave suddenly without saying goodbye.
9. When talking, you’d better look at the other person right in his eyes all the time.
2. You can always praise a person by saying “ you are beautiful / handsome.” even if the person is plain or ugly.
3. When a person praise you, you can say “ not really.”.
Gifts 10. Etiquette in Business Activities
Business Etiquette
Do unto others as you would have them do unto you. One should seek for others the happiness one desires for one’s self. What you would not wish done to yourself, do not do unto others.
Make a Good First Impression
Avoid slang Establish eye contact Avoid “the hug”
Extend your hand for a firm handshake
Stand for introductions Present a business card
Have a stock of recently printed business cards on hand. A business card should convey your basic contact information such as your name and email. When offered a business card, say thank you and present your card in return. Can be used as enclosures in gifts, information packets, or with flowers
Business Etiquette
Outclass the competition Broaden global awareness
Business Etiquette In Cross-cultural Communication
Business Etiquette In Cross-cultural Communication摘要不同文化背景下的人们存在着截然不同的传统和风俗习惯，人们的生活方式、思维方式、价值观念、语言习惯等都有很大的差别，而商务礼仪往往也因此不同。
本文旨在通过研究跨文化背景下的商务礼仪行为的差异，是大家更有效地进行国际商务活动，同时避免因文化差异而引起的摩擦和障碍，最大限度的体现商务礼仪在国际商务中的交际价值。
这是本文目的所在。
礼仪、礼节，和跨文化或跨文化交际已成为所有国际和全球业务主管、经理和员工所需的关键要素。
随着国际、跨国公司、跨国企业，多样性国内企业和全球业务的不断扩大，它让人们更接近，也是企业取得赞赏成功的最重要因素，这些赞扬由于区域，国家和文化差异文化多样性而闻名。
在当今的全球商业环境，越来越多的的是需要了解更多的来自于不同我们的文化的国家的人民的文化。
虽然没有简单的方法来了解一个特定的文化处于何种深度，但有一些基本的原则是导致他们成功进行沟通、与不同背景的人们（像我们自己）做生意的原因。
在跨文化交流时，各种文化背景的人们用他们的母语或者是其他语言进行交流他们的想法。
随着商务全球化的发展，跨文化交流也变得非常重要。
对与有文化交流的参与者们来说，成功的跨文化交流是有效的、频繁的同时也是简单的。
随着中国加入世界贸易组织,中国成为了一个崛起的现代化国家。
中国将有越来越多的机会与世界各国合作。
而商务活动离不开文化交流的过程,因此我们也将有更多的机会与不同民族国家的人进行国际贸易。
因此,跨文化商务礼仪也变得尤为重要。
读过本文后,你会了解更多关于跨文化中的礼仪知识。
关键词：跨文化交际国际商务商务礼仪AbstractIn different culture background people have entirely different traditions and customs.Their way of live,way of thinking, values, language habits, also have very big difference, and business etiquette is often so different. This article aims to studycross-cultural background and business etiquette behavior, which make us more effective differences between international business activities because of cultural differences, and avoid friction and obstacles, reflect in international business etiquette of the communication value. This is the purpose of this article.Etiquette, manners, and cross cultural, or intercultural communication have become critical elements required for all International and Global Business executives, managers, and employees. As international, multinational, transnational, multi domestic, and global business continues to expand and bring people closer, the most important element of successful business outcomes may be the appreciation and respect for regional, country, and cultural differences - known as cultural diversity.In today’s global business environment, more and more of us are required to understand people who comes from countries and cultures different from our own. While there is no short and easy way to learn about a given culture in any depth, there are some general principles that lead to success in communicating and conducting business with people of backgrounds unlike our own.Intercultural communication occurs when people of diverse ethnic backgrounds discuss ideas in a language other than their native tongue. With the explosion of global business, productive intercultural communication has become more important. Successful intercultural communication is effective, frequent, and simple while also respecting the cultural viewpoints of all participants.With China's accession to the WTO, China will become a new modern country and we will have increasing chances to cooperate with other countries from all over the world in all areas. The commercial activity cannot go smoothly without cummunicate, so China will also have more opportunities to communicate with others from different nations. So global business etiquette in cross-cultural communication become quite important. So after reading this article, you can know more about business etiquette in ctross-cultural communication.Key words:cross-cultural communication international business business etiquetteContents摘要--------------------------------------------------------------------------------------i Abstract-----------------------------------------------------------------------------------------------------ii Contents----------------------------------------------------------------------------------------------------iii Introduction-----------------------------------------------------------------------------------------------1Chapter 1 General view of business etiquette----------------------------------------------21.1Definition of business etiquette--------------------------------------------------------------21.2Functions of business etiquette--------------------------------------------------------------3Chapter 2 General view of cross-cultural communication-----------------------------42.1.the definition of culture------------------------------------------------------------------------42.2 The reasons for the differences between culture---------------------------------------52.3 The influence for the differences between culture--------------------------------------82.4 The relationship of communication and culture----------------------------------------11Chapter 3 Business Body Language in cross-cultural communication---------133.1 Body Language In Business---------------------------------------------------------------133.2 Business Body Language: Handshakes, Eye Contact, Posture, Smiles--------16 Conclusion-----------------------------------------------------------------------------------------------21 References-----------------------------------------------------------------------------------------------22IntroductionBusiness etiquette is an important component of international business. Not only it reflects culture, but also influened by culture. Business etiquette has a set of rules all its own.It is also based on the premise that the golden rules in business are that people help each other when help is needed; that people respect one another across all levels,treating one another with courtesy and thoughtfulness. And in the international business,it is obvious that business etiquette is quite significant. With the development of globalization, the communication and cooperation about international busimess has improved. But, as we know, the different of culture may inflict drawbacks. Therefore, we should take measures to avoid the drawbacks and face the challenge of interculture optimisticly. Now, let us discuss business etiquette in cross-cultural communication .In this way, we will know how to use business etiquette suitly when we need cross-cultural communication, meanwhile it will play a significant role in our interculture communication.Chapter 1、General view of business etiquetteBusiness etiquette. In this day of casual attitudes and relaxed standards, do nice manners still count in business? Absolutely. For just as saying "Please" and "Thank You" made your parents proud of you as a child, so, too, will nice manners win you friends in business. Want to put yourself far ahead of your competition? Look good AND act nicely. People will certainly take note.While this topic strays a little from the fashion theme of this site, it does fit in nicely with the importance of first impressions. "The devil is in the details," as they say. Today's issue looks at some of those details.Definition of business etiquetteBusiness etiquette is the way you handle yourself in a business and social environment . It can range from meetings with the boss to meetings with clients and customers - and knowing the right things to do and say.The basics of business etiquette will include knowing the proper manners for meeting and greeting others, how close to stand and why, customs of clients of employees & employers, basic office equipment etiquette, the professional presence for everyone (what to wear and not to wear) ,the basics of how to act in both business and social situations , how to manage dining situations in every culture.(which fork, glass and plate, etc).Business etiquette is basicly the social guidelines and manners to be followed in business situations when dealing with others.Functions of business etiquetteIt is very important to practice good manners and etiquettes in order to succeed in your business, be liked by people and maintain good relationships with clients, customers and employees.When you do not practice good etiquette intentionally or unintentionally, you are bound to face lot of obstacles on the path to success. But if a person is generally considerate and attentive to the needs of those who work for him/her by following the basic rules of etiquette, he/she will definitely be successful in any venture.The etiquette is an important aspect of social life as it makes the whole social life proceed in order People obey their own etiquette on every aspect of their life.In particular,business etiquette can best present cultural differences between China and the West.The paper focuses on the influence of cultural differences on business etiquette between China and the West from the perspective of time and space The purpose of the paper lies in helping people get a good understanding of business etiquette and the underlying culture difference which will benefit for both sides of business people.It is easier to make money than to earn respect and accolade from people who know and interact with you like colleagues and customers.Chapter 2、General view of cross-cultural communicationCross-cultural business communication tends to be cultural differences between different factors. To carry out effective cross-cultural communication, should be taken to the appropriate channels of communication, cultural differences to overcome the negative factors, to enhance understanding and cooperation. In this paper, cross-cultural exchange of the basic theory of business and cross-cultural business etiquette made a detailed analysis of these areas and study how we could better carry out cross-cultural business communication, improvethe efficiency of trade.2.1 Definition of cultureculture is aroud us everywhere and we are affected by it all the time before we can realize it .But what is culture ? there are hundreds of definitions of culture. The following are only a few of them .◆Culture is always a collective phenomenon,because it is at least partly shared with people who live or lived within the same social environment,which is where it was learned.It is the collective programming of the mind which distinguishes the members of one group or category of people from another.(Hofstede G. cultures and organizations. London:HarperCollins Business 1944.5)◆Culture is those deep, common, unstated experiences which members of a given culture share, which they communicate without knowing, and which from the backdrop against which all other events are judged.(Edward Hall,1966)◆Culture is sum total of the beliefs, rules, techniques, institutions, and artifacts that characterized human populations. In other words, culture consists of the learned patterns of behaviour common to members of a given society ____the unique lifestyle of a particular group of people .(Ball DA ,McCulloch W.H, Jr. InternationalBusiness.6the ed. London :Richard D. Irwin,1996)◆A national culture is the set of beliefs ,perspectires, motivations, values and norms shared by the majority of the inhabitants of a particular country . (Bennett R. International business.London:pitman publishing,1999)◆Culture is the coherent, learned, shared view of a group of people about life’s concerns that ranks what is import, furnishes, attitudes about what things are appropriate, and dictates behavior. (Linda Beamer and Iris Varner, 2001)After studying many other explanations about culture, we find that:●Cultureislearned human behaviour, a way of life, and it is not innate. Culture is social heritage, or tradition, which is passed on to future generations.●Culture defines the boundaries of different groups.●The various aspects of culture are interrelated.●Cultureis ideals, values, or rules for living.●Culture consists of everything on a list of topics, or categories, such as social organization, religion, or economy.●Culture is complex ideas, or learned habits, and it inhibits impulses and distinguishes people from animals.●Culture consists of patterned and interrlatea ideas, symbols or behaviors.● Culture is the way human beings solve problems of adapting to the environment or living together.●Culture is based on arbitrarily assigned meanings that are shared by a society.Reasons for the differences between cultureTo study the reasons for the differences beteen cultures is very useful and important for differentiating international businss relationships between nationsbecause culture may become an obstacle between the international business people if they are not familiar with the cultureof the country from which their customers come. There are three chief factors that result in differences between cultures.◆LanguageLanguage plays a particularly prominent role in the way culture is transmitted. Withoutlanguage, there would be no real culture. Language helps people think and communicate. It is agreed by most people that people encode things in memory in terms of a particular language, and language defines the way they view the world.In other words, language determines the content of a society’s mental representation of their environment. People use language for interaction with others, so language hasa powful role in shaping people’s behaviour and in forming beliefs and habitual patterns of interaction, hence, culture. Languege,therefore is an artifact of culture that helps to form its values, attitudes, beliefs, and behavioural routines. For example, when a British employee who has finished a job beautifully is praised by his boss“Well done!”he usually responds by saying “Thank you!”But in China, the employee may say “没什么”which literally means“nothing”.A language is in extricably linked with all aspects of a culture, and each culture reflects in its language what is of value to the people.Culture is largely inculcated through language:either spoken or written. Very little of what man learns is actually learned from his individual experience. Language, then becomes the embodiment of culture.Language is a factor that greatly affects cultural stability. When people from different areas speak the same language, culture spreds more easily and they can communicate better. The language diversite has created problems for companies in integrating their workforces and marketing products at a truly national level. In an international business the management might include managers from different cultureswho speak different languages. More often than not, those people meet problems because of culture conflicts.There are thousand of language spoken in the world. But only a few dominate. The English, French, and Spanish language have widespread acceptance. They are spoken prevalently in 4427 and 20 countries, respectively. Commerce can more easily occur with orther nations that share the same language.It is necessary to point out that a new trend is worth paying attention to. The Chinese language is being learned by an increasing number of nations. This is because China is being more and more influential in economy and politics. What is more, the Chinese language is second to English in terms of the number of people speaking it.◆SurvivalMany culture characteristics originally developed to help the survival of groups in their environment. For example, many weatern cultures shake hands with their right hand as a form of greeting.Initially, this was probably an indication that no weapon was being held or about tobe drawn with the dominant right hand.Further, people in different climates seem to have different attitudes towards time. For example, the lack of urgency often observed in tropical climates night have originally reflected the lack of seasonality related to agriculture. Because crops can be grown all the year round, there is no need to plant and harvest at certain times and therefore people here pay little attention to deadlines.◆ReligionReligion,an impotant component of culture, is responsible for many of the attitudes and beliefs that affect human behaviors. So people of different religions deffer in culture. To know the basic tenets of some of the more popular religions will contribute to a better understanding of why people’s beh aviors and attitudes vary so greatly fromcountry to country.Religion is a strong shaper of values. Almost aa regions have people of various religious beliefs, but a region’sculture is most influnced by its dominant religion.The extent to which religion affects the cultural profile of society depends on the extent to wnich a particular religion is dominating or state sanctioned, the importance that society places on religion, the degree of religious homogeneity in the society, and the degree of tolerance for religious diversity that exists in the society.Since religion affects culture, wehave to pay attention when doing international trade. For example,if we sell beef to India we may meet criticism from Hindu. For the same reason ,muslims will never buy your pork no matter how hard you try to market it and consequently you offend them, which might influence your future business relationship.◆EnvironmentEnvironment refers to the surroundings one lives in. It includes the material life ,the education system, the political system, the traditional modes of thoughts and so on. It is said that man is an outcome of the environment. It means that that environment a person lives in will shape him or her in some way. In other words, if a person stays in a certain environment in a relatively long period of time, he may modify himself to some degree. For example, a manager who used to be a professor in university might appear different from what he used to be because of his time business.Influence for the differences between culture Culture is the foundation of existence and development of human society. The differences between Chinese and western cultures have direct influence on the selection, manufacture, understanding and communication effect of materials for Chi na’s communication with foreign countries. With the globalization of economy, theextent and depth of intercultural communication will be further promoted. To fully realize the influence of the differences of cultures in intercultural communication is good for implementing properly the strategy of intercultural communication, especially in the context of the English language prevailing over international communication nowadays, and much better for improving the effect of foreign-oriented communication so as to present a country which is civilized, enterprising, developing and responsible before the people of the world.Each culture has its own idiosyncrasies when it comes to social business communication.Doing business with international clients requires more than just financial acumen. A lack of knowledge about a customer’s culture can lead to misunderstanding, frustration and potential embarrassment. The building of successful business relationships is a vital part of any international venture, and such re lationships rely heavily on an understanding of each partner’s expectations and intentions.But, what is the influence for the different culture?◆To foster intercultural consciousness. Intercultural consciousness is anawareness of business person who understand the cultural differences andgive approriate response. In other words, it reflects local culture valuesstandards of behavior already cannot satisfy the needs of the developmentof multinational companies. The operation of international enterprise haseach link, such as international marketing, human resourcesmanagement,etc. Allneeds higher cross-cultural awareness. Therefore,engaged in international business must have a basic cross-culturalawareness.◆To master intercultural business skills. In intercultural business we shouldthe ability to cultural comprehension, ability of adapting, ability ofestablishing relations, good attitude, sensitivity, ablity of language, ability of diplomatic and ability of interculture. These abilities are closely related with the success of international business. However in a business environment, these capabilities practices more. Therefore,as for on-the-job personnel, they should strengthen training of the relevant competent. As for a business student, we shuold strenthen cross-culture business contacts, training of consciousness and relevant courses and practice opportunities.◆To notice the cultural intergration of strategy formulation. When atransnational company do investment management, it often needs the fusion of three cultures:his country’s culture, national culture of target market, enterprise culture.Only focuse on the cultural integration, you would adapt the market, and expand market.◆To strengthen cultural exchanges and displaies. It is an effective way tounderstand cultural differences. It is not only beneficial to the countries and regions, but also promote economic and trade cooperation between them.◆To note cultural changes in international business. Every culture is not abeach thirsts, along with time change, culture is developing, constantly changing. Trade globalization and liberalization makes multinational companies more and more, which means more need of cross-cultural enterprise management. However the cultural differences has affected the international business activities, which is shown in the cultural element, especially ideology. In order to promote the development of international business, and promote free trade environment legalization and standardization, we should supply the international culture display and communication, attend international trade policy and local culture,traincross-cultural management.Relationship of communication and cultureAs we noted above, communication is the perception of verbal and nonverbal behaviors and assignment of meaning to them. Communication takes place whether the sending of signals is intentional or unintentional. It even takes place when the verbal or nonverbal behavior is unconscious, as long as it is observed and meaning is assigned to it. When a receiver of signals perceives those signals, decides to pay attention to them as meaningful, categoryizes them according to categorizes in his or her mind, and finally assigns meaning to them, communication has occurred. Communication is a process that can falter at any one of these steps when it takes place between members who share values, attitudes, experiences, behavioral expectations, and even a history together. When communication come from different cultures, however, not only meanings, but also the mental categories are very different.Meaning is assigned to verbal and nonverbal behavior based on ones accumulated experience and understanding___one’s mental data bank. We attribute meaning on the basis of what has been meaningful to us in past experiences. People from cultures that are similar will have a similar store of past experiences and knowledge in their data banks, and that usually leads to attribution of meanings that are close. If we share common experiences and values with others, it is easier to interpret the meaning behind their behaviors accurately. However, when we don’t share common experiences ,there is a greater chance we will assign an incorrect meaning to the signals. When people from different cultures communicate, the data bank categories are not all the same, and the meanings environment_the culture window _is not exactly the same, and the meanings assigned to signals are not all the same. This can happen with verbal(worded, written and oral) communication. Infact, people feel most uncomfortable when they understand the words someone is using, but don’tunderstand what those words mean to the user. It also describes what happens with nonverbal communication, which is much broader in scope with greater possibilities of misunderstanding.We know that communication systems such as language and nonverbal communication are products of culture. They are also tools intricately bound up in the processes of culture itself: Language is related to thought processes and to mental learning processes. So interconnected are communication and culture that some scholars have been led to use them interchangeably: “culture is communication” and “communication is culture” Yet language is the tool we most often use to describe culture, which suggests they are indeed separated phenomena. Language is clearly inadequate to help us understand culture, especially our own. Language puts limits on expressing certain qualities or concepts with a single word. Language can also limit the order in which we present thoughts. When language is turned back upon itself and communication is the objest of its inquiry as well as the means, then at least understanding communication can help us to understand culture.Whereas communication is a process, culture is the structure through which the communication is formulated and interpreted. Culture deals the way people live. When cultures interact, adaptation has to take place in order for the culture to communicate effectively. In dealing with intercultural business communication, awreness of the symbols of each culture, how they are the same, and how they are different is important. In order to have good communication with another culture, you need to understand meanings in that culture. This is because good communication means good relationships, and “Good relationship mean increased productivity and profits. Bad communication leads to conflict, inefficiency, and loss.”(Mead,1990) It is true communicators who share one culture as well as for communicators from different cultures.Chapter 3、Business Body Language in cross-culturalcommunicationIt’s tempting to lump all body language together when talking about the business environment but this would be a big mistake. Just as accepted non-verbal behaviours vary depending on the social culture or environment, so too do accepted non-verbal behaviours vary based on the culture of an individual business. If you want to determine the most effective body language to use in a business environment, you should first identify the dominant business culture in that environment.Body Language In BusinessHas it ever occurred to you how much you are saying to people even when you are not speaking? Unless you are a master of disguise, you are constantly sending messages about your true thoughts and feelings whether you are using words or not. Studies show that your words account for only 7% of the messages you convey. The remaining 93% is non-verbal. 55% of communication is based on what people see and the other 38% is transmitted through tone of voice. So think about it. In the business setting, people can see what you are not saying. If your body language doesn't match your words, you are wasting your time.Eye contact is the most obvious way you communicate. When you are looking at the other person, you show interest. When you fail to make eye contact, you give the impression that the other person is of no importance. Maintain eye contact about 60% of the time in order to look interested, but not aggressive.Facial expression is another form of non-verbal communication. A smile sends a positive message and is appropriate in all but a life and death situation. Smiling adds warmth and an aura of confidence. Others will be more receptive if you remember to check your expression.Your mouth gives clues, too, and not just when you are speaking. Mouth movements, such as pursing your lips or twisting them to one side, can indicate that you are thinking about what you are hearing or that you are holding something back.The position of your head speaks to people. Keeping your head straight, which is not the same as keeping your head on straight, will make you appear self-assured and authoritative. People will take you seriously. Tilt your head to one side if you want to come across as friendly and open .How receptive you are is suggested by where you place your arms. Arms crossed or folded over your chest say that you have shut other people out and have no interest in them or what they are saying. This position can also say, "I don't agree with you." You might just be cold, but unless you shiver at the same time, the person in front of you may get the wrong message.How you use your arms can help or hurt your image as well. Waving them about may show enthusiasm to some, but others see this gesture as one of uncertainty and immaturity. The best place for your arms is by your side. You will look confident and relaxed. If this is hard for you, do what you always do when you want to get better at something - practice. After a while, it will feel natural.The angle of your body gives an indication to others about what's going through your head. Leaning in says, "Tell me more." Leaning away signals you've heard enough. Adding a nod of your head is another way to affirm that you are listening.。
商务礼仪论文范文
商务礼仪论文范文商务礼仪论文范文一：商务谈判与沟通摘要商务礼仪，就是公司或企业的商务人员在商务活动中，为了塑造个人和组织的良好形象而应当遵循的对交往对象表示尊敬与友好的规范或程序，是一般礼仪在商务活动中的运用和体现。
本文对商务礼仪的定义、重要性、核心原则和一般商务礼仪等方面的内容进行了探究，让人们学习，了解更多的商务礼仪知识。
AbstractBusiness etiquette, is a company or enterprise business personnel in business activities, in order to shape the good image of individuals and organizations should follow to be communicating with respect and friendly specification or program, is the general etiquette in business activities and the application. In this paper, the definition and importance of business etiquette, core principles and the general business etiquette content has carried on the exploration, let people to learn, to learn more knowledge of business etiquette.一引言随着中国经济的不断发展，中国与世界的关系越来越密切，交往也更趋频繁。
国内企业界与商家面临着大量涌入的跨国公司的激烈竞争。
走出国门，让世界人民更多地了解本企业形象，让本企业的品牌立于不败之地，是全企业界与商家的愿望。
国际商务礼仪
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使用电子邮件时, 避免发送消极的或l ahead to confirm fax number and to alert the person that you are
sending a message; message should follow within 15 minutes.
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性别与地位和身份有关系。在美国女性被认为和男性一样平
等。在其他国家（中东）女性就不平等。
Position and Status:地位与身份
Age and hierarchy are important in such countries as Japan. Age takes precedence over rank, but rank is important. The higher the rank of the person you are introduced to, the lower you bow. The person of lower rank bows first and lowest; junior persons stop bowing first. You are also expected to sit and to go through the door in rank order. 在像日本这样的国家, 年龄和社会阶级是很重要的。职位级别 很重要, 但年龄更重要。越是将你介绍给职位比你高的人, 你鞠 躬就要鞠的越低。职位低的人要先鞠躬, 而且要鞠得低并先停 止鞠躬。坐下或进门的时候也要讲究级别。
use the right hand only.
•
在日本, 要用双手将名片递给对方；在阿拉伯国家, 要用右手
。
• Treat the business card with respect; place the card before you on the
BusinessEtiquette商务礼仪_饮食_生活休闲
Main Topics 研讨话题
Professional Presence 职业化仪表
Greetings and Meetings 会见礼仪
At Business Meetings 商 务会 议
Telephone Manners 电话礼仪
Everyday Office E来自iquette 办公室礼仪礼仪人人知道却不能时时做到。
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Good Etiquette Equals Good Business
良好的职业礼仪会给公司带来好生意
It improves the quality of life in the workplace
改善工作环境的生活品质
It contributes to optimum[ˈɔptiməm] employee morale [məˈrɑ:l]
你 有 不 同 意 见 时， 冷 静 地 有 依 据 地 表 达 你 的 意 见 – Focus on the meeting objectives 围 绕 会 议 主 题
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Attending Meetings
When Guests Arrive 有 客 人 到 达 时
• Stand up and properly greet the person when necessary
放在专用的名片夹内
Use both hands to send or receive business card
用 双 手 递、 接 名 片
Let the words face the other person
名片上的字要正朝着对方
Read the words when receiving business card
Etiquette in Business Communication商务礼仪
Notes of Appreciation
Thank You Letter of Commendation Memos of Recognition
Ice breakers
When visiting an office, pay attention to how the office is decorated. Look for clues that will allow you to compliment the other person on something non-controversial Avoid politics, religion, how much you earn, or negative communication such as comments about a company or people
Conference calls
Prepare Be respectful Be inclusive Keep moving Get commitments
Voice Mail
Identify yourself and your return number immediately. Be brief and to the point. What you want, why it is of mutual interest, details, next steps. Leave return number again. Record your own concise outgoing message. Make sure you sound upbeat and optimistic
Etiquette at Business Meetings: During the Meeting
商务礼仪美语BusinessEtiquette
商务礼仪美语BusinessEtiquetteLesson 001 - Introduction on etiquette礼节美语001讲Ann. 陈豪刚从大学毕业就在北京的一家美国公司找到了一份工作。
今天他收到一张通知，可是里面有一个词他不懂，他只知道让他去参加一个什么训练班。
所以他就去请教公司里的美籍华人Mary 。
(Office ambience)C：Excuse me, Mary, 请问通知上这个词是什么意思呀？E-t-i-q-u-e-t-t-e。
M：Oh, etiquette, 原来是法文，意思是礼节。
C: 噢，原来是要我去参加礼节训练班。
Mary，这词是怎么发音的？M：E-ti-ket。
Q-u是发k的音，而不是发q的音，e-ti-ket。
C：我们来公司工作，又不是来社交，为什么要讲礼节呀？M：Etiquette is very important to business。
一个公司的雇员对客户是不是很客气，有礼貌，这对经营有很大关系。
C：具体地说，这儿说的etiquette指些什么呢？M：Etiquette is a set of rules that allow us to interact with others in a civilized manner。
C：以文明的方式对待别人的一些原则。
M：具体地说就是treating other people with courtesy and respect and making them feel comfortable with you.C：嗯，(若有所思地) 对人要有礼貌，要尊敬别人，还要让人觉得和你在一起很自如。
这没问题，I'm always polite and courteous to others。
M：但是，训练班讲的是西方礼节- western etiquette，和中国的礼节还不完全一样，因为两国有文化差异。
C：这礼节还有文化差异？我得去训练班听听再说。
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Business Communicating EtiquetteObjectivesWe’ll introduce the business communicating etiquette for following three parts:♦Business Correspondence♦Telephone♦Role-playBusiness Correspondence♦Definition: It is the communication or exchange of information in a written format for the process of business activities. Business correspondence can take place between organizations, within organizations or between the customers and the organization. The correspondence is generally of widely accepted formats that are followed universally.♦Types:1. Business letters are the most formal method of communication following specific formats. They are addressed to a particular person or organization. Business letter has its special formats. In the formal business letters，we usually use 12 factors. They are letterhead, reference, and date, inside address, attention line, salutation, subject line, body, complimentary close, signature, IEC block, and postscript.The three main formats:Blocked style齐头式: With this letter style, all letter parts begin at the left margin.Indented style缩行式: Follow the same layout as either the blocked or semi-blocked formats, but will differ in that the paragraphs will each be indented by four or five spaces. It is a traditional format, especially in Britain.Mixed style混合式: All letter parts begin at the left margin, except the dateline, complimentary closing, company signature and writer’s identification, which are set against the right-hand margin.2. E-mail is the least formal method of business communication. It is the most widely used method of written communication usually done in a conversational style.3.Memorandum is a document used for internal communication within an organization. Memo may be drafted by management and addressed to other employees. Memo generally contains sections like to, from, date, subject and text of memo.Telephone♦Making telephone calls—Call preparation1. Checklist:1)Have you got the following available?Relevant documentation/notesCorrespondence receivedComputer files on screenPen and paperDiary2)Have you checked the time?3)Who are you going to call?4)What is his/her telephone number?5)What is/are your purpose(s)?6)Have you listed the main points you want to communicate on the phone?7)What do you think the other person will say or ask you? How will you respond?8)Have you got an alternative strategy in case of non availability?Call back/be called back----when?Leave a messageSpeak to someone elseWrite or fax information2. Valuable skills:Be polite, helpful, orderly, and natural.3.4. Telephone languageSimilar to telephone language, there are some situations to answering the telephone calls:情况一：打电话的人要找的人不在，问对方是否要留言Can I talk to Mark？（我可以跟 Mark 讲话吗？）He is out on his lunch break right now. Would you like to leave a message？他出去吃午饭了，你要留言吗？He is not available right now. Can I take a message？他不在，我可以帮你传话吗？情况二：打电话的人要找的人不在，愿意接受对方的留言Can I leave a message？我可以留个话？Yes. Go ahead, please. 可以，请继续。
Of course, hold on for just a second so I can grab a pen and paper.当然，稍等一下让我拿个纸笔。
Sure, if you can excuse me for just a second. Let me find a piece of paper to write it down.当然，如果你可以等我一下下，让我找张纸写下来。
情况三：打电话的人找的是你自己Is Daisy there？（Daisy 在吗？）This is she. 我就是。
（注:男的用 This is he.）You’re speaking/ talking to her.你正在跟她说话。
（注：男的用You‘re speaking/talking to him.）This is Daisy. 我就是 Daisy.That’s me.我就是。
情况四：对方打错电话Can I speak to Alexander Walker？我可以和 Alexander Walker 说话吗？Alexander Walker？I’m sorry, but there’s nobody here by this name. Alexander Walker？抱歉，这里没这个人。
I’m sorry. I’m afraid you’ve got the wrong number. 抱歉，恐怕你打错电话了。
What number did you dial？你打几号？情况五：打电话的人要找的人是别人，请对方稍等Is Brandon there？ Brandon 在吗？Yes, he is. One moment, please. 他在。
请稍等。
Hold, please. 请稍等。
Hold on, please. 请稍等。
Let me see if he’s here. Hang on. OK？我看看他在不在。
等一下，好吗？情况六：接受对方留言时听不清楚，希望对方重复When he comes back, can you have him call me at (206) 5551212？他回来后，能不能让他打（206） 5551212 这个号码给我？Can you repeat again, please？能不能请你再重复一次？(Say) Again, please？再说一次好吗？Pardon？抱歉。
（请再说一次）Come again, please？再说一次好吗？I’m sorry？抱歉。
（请再说一次）情况七：跟对方要求跟（打电话的人）刚刚已经通过话的人再讲话Can you put Daisy back on？I forgot to tell her something. 你能否请Daisy再来听电话呢？我忘了跟她讲一件事。
Sure. I’ll go to get her. 当然！我这就去叫她。
打电话进来:Is Yang there? (最常用)Is Yang around? (次常用)Hello, May I speak to Yang please?Hello, Can I talk to Yang please?如果正是本人:This is he. (男的)This is she. (女的)This is Kun-Lin ( 你的名字) speaking.You are speaking to him. (her)You are talking to him.如果是别人:Hold on. (最常见)I'll get him, Hold on please.Hold on, let me see if he is here.One moment please.如果他正好不在:No, He is out. (最常见)No, He is not here. May I take a message?No, He is not in.No, He is not available.No, He just went out, he will be back in 30 minutes.如果他要找的人不在:Do you know when he will be back?Do you know where he is going?Do you know where I can reach him?Do you know his office number? (Or work place number) 回答:No, I am sorry, I don't know! (50%)I have no idea. (49%)Yes, his number is 404-123-4567.如果要留言:May I leave a message?回答:Sure, go ahead. / Hold on, let me get a pencil and paper.打错电话:Is this Wachovia Bank?回答:No, I am afraid you have the wrong number.What number did you dial?What number are you calling?结束对话:Thank you, have a good day.听不清楚时:Pardon? / Excuse me? / I am sorry? / Say again? / Say what? / Come again?♦ Handling complaint1. The steps for handling guest complaintsListen attentively and show your concern.Stay calm and rational. Never argue with the guest. Never try to explain yourself. Apologize to the guest for what happenedAddress the real problem and show empathyTake notes whenever necessaryInform guest what you are going to do and when you will do it OR offer an alternativeTake immediate action. Refer to your superior right away whenever necessary Follow-up to make sure problem is solvedAsk guest to make sure that he/she is satisfied with the result2. The golden rules:Active listening, Compassion, Offer solutions, Wait for decision,Information, Apology, Emphasize similarities, Thanks.♦ Telephone messages are a kind of notes. They are written for the convenience of the people who are temporarily off. They are not sent through the post, but are left for often written in informal style, except that they are written for a superior to read, when the style may become formal. They consist of twp kinds:one is formal, telephone message card, and the other is informal, telephone message note. Telephone message noteTelephone message card。