国际商务礼仪pdf
国际商务礼仪(第二版) Unit Four Meeting and Greeting Etiquette
❖ A business greeting is your first opportunity to make a positive impression on business contacts.
❖ An effective business greeting is one way to display your poise, grace and professionalism.
Business Greeting and Introduction
Business IntroductSelf-introduction Introduction to others Group introduction
Orders of introduction :
What is Greeting?
Lead-in
❖ Meeting and Greeting Etiquette
It refers to the nonverbal and verbal behaviors help to define your social skills by using effective handshakes, good eye contact, and making the proper introductions to show proper etiquette when you are meeting people in business settings.
Business Greeting
Greeting Standard
Chose the concrete content carefully. Care about the precedence order carefully. When two sides meet, the one who is in lower status should greet to the higher status. if you also need to greet a lot of people, you should greet from the respect one or the one who is near you，and it will follow by the line. When others greet to you first, you should response at once. Care the attitude. You must greet others with passion. There are three points as follow:
通用国际商务礼仪(PPT138页)
2、自助餐
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多次少取？
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二、常见国家的礼仪、 习俗和禁忌
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（一）美国的礼仪、 风俗与禁忌
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衣
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食
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谈
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送
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（二）法国的礼仪、 风俗与禁忌
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衣
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食
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谈
正式宴请吃环境 私人宴请吃特色 涉外宴请吃文化
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（4）Manner （举止）
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案例分析一： 餐桌举止六不准
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（5）Menu （菜单）
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案例分析一： 穆斯林之不食
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案例分析二： 白人之不食
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案例分析三： 佛教徒不吃什么？
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国内场合
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涉外场合
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（6）汽车的位次
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吉普车的位次
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轿车的位次
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（六）商务礼品
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1、礼品定位
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礼品乃沟通之桥
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2、选择礼品
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（1）纪念性
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1、讲交际
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2、讲规则
商务礼仪扫描版.pdf
商务礼仪扫描版.pdf商务礼仪扫描版.pdf篇一：商务礼仪教材目录序言 (1)第一章商务礼仪的基础知识 (2)一、礼仪的概念 (2)二、商务礼仪的概念 (2)三、商务礼仪与传统礼仪的共通性及区别性…………………………….….………..2四、五、六、七、第二章一、二、三、四、五、第三章一、二、三、四、五、六、七、八、第四章一、二、商务礼仪的基本特征.........................................................................2商务礼仪的重要性. (3) 商务礼仪的六大准则.........................................................................3商务礼仪形成的六大原则. (3)商务礼仪知识培训----仪容 (4)商务仪容的三点基本要求....................................................................4商务职员的仪容标准..........................................................................4商务女性的美容化妆礼仪....................................................................4商业男性的美容礼仪.. (5) 仪容中的细节 (5)商务礼仪知识培训----着装.............................................................6商务人员职场着装的类型...................................................................6商务人员的着装的规范......................................................................6商务人员着装的TPo原则. (6)商务场合的不同类型………………………………………………………….……6商务活动中穿着西装的注意事项………………………………………….………7国际三大主流西装款式……………………………………….……………………7领带的结法及注意事项…………………………………………………………….8商务女士配戴首钸注意事项................................................................9商务礼仪知识培训----体态.............................................................10什么叫体态语言..............................................................................10体态语言的五种功能(10)三、正确解读体态语言 (10)四、常见体态语言的一般含义 (10)五、商务人员的站姿训练 (11)六、商务人员的坐姿训练 (11)七、商务人员的蹲姿的基本要求 (12)八、商务人员的走姿训练 (13)九、商务人员的手势礼仪 (13)十、商务人员鞠躬的基本规范 (14)第五章商务礼仪知识培训----交谈、表情 (15)一、商务交谈的注意事项 (15)二、商务交谈的忌语 (15)三、商务交谈的三不准 (15)四、表情在商务中的作用 (16)五、商务人员的目光训练 (16)六、嘴部所表达的含义 (16)七、商务人员微笑礼仪训练 (16)第六章商务接待礼仪 (18)一、二、三、四、五、办公室接待礼仪............................................................................18商务活动中的介绍礼仪...................................................................18商务活动中的电话礼仪...................................................................19递名片的商务礼仪.........................................................................19商务宴的基本礼仪. (19) 序言礼仪是一门较强的行为科学，现代社会对礼仪的要求越来越广泛，礼仪的规范化也越来越受到人们的重视，各行各业的从业人员对礼仪知识的需求也越来越迫切。
国际商务礼仪(第二版) Unit Four Meeting and Greeting Etiquette
Exercises
II. Decide the following etiquette practices are correct or wrong, and state your reasons.
1. Your boss, Ms. Smith, enters the room when you’re meeting with an important client，Mr. George. You stand up and say “Ms. Smith, I’d like you to meet Mr. George, our client from New York.” False. Always introduce the more important person first. Address your client and say “Mr. George, I’d like you to meet our Vice President, Ms. Smith.” Use people’s formal business titles—it helps to make them feel important. 2. In business arena, it is not necessary for men or women to stand for handshaking. False. Both men and women should stand for handshaking. But if you are a lady, you can sometimes extend your hand to a man while sitting.
国际商务礼仪知识综合精品文档19页
ContentsChapter TwoDress the Part, Look the PartSection One Business AttireI. FORMAL CLOTHES1. Morning AttireMORNING ATTIRE FOR MENMorning attire for men refers to the outfit of men’s suit, shirt, tie, socks, shoes and accessories. The attire will be discussed item by item in the respective categories of fabrics or material, design and color.SuitThere is only one ironclad rule in choosing a fabric for a suit: No matter what the color, the surface should be matte — not shiny or iridescent. The c hoice in fabrics boils down to wool or cotton. Men’s suit can be divided into two-piece suit and three-piece suit. A two-piece suit refers to the outfit of the jacket and the pants, and a three-piece suit refers to the outfit of the jacket, the vest and the pants. Black suits are too solemn for daily occasions. Suits with check patterns on them are not viewed as formal wear.Dress ShirtNon-sleeveless white cotton or woolen shirts are the dressiest choice at work. Dress shirts have square collars, short collars and long collars.Tie/NecktieRegardless of the design, maker sure your tie color coordinates with your shirt and jacket. Do not wear a tie with more than three colors, or with loud patterns or cartoon patterns. When the tying of the necktie is done, the point of the wide end should be right over the upper edge of the buckle of the belt. Then secure the tie with a tie clip.ShoesAlways wear smooth-surface leather shoes! Colors of the shoes should be coordinated to or darker than those of the suits. Among the choices, black ranks No. 1, with dark brown second to it.SocksSocks are mostly made from cotton or silk.Colors of the socks are always dark and solid, preferably black, coordinated to the shoes.AccessoriesMen wear LEATHER BELTS or SUSPENDERS coordinated respectively with their shoes and to their ties. The function of a TIE CLIP/TIE PIN is to secure the tie. Therefore, the wearer should wear it at a place so that it can be hidden from the spot of others, for example, the interval between the fourth and the fifth button of the shirt (from top to bottom). There can be only one accessory, namely only one tie clip, for the necktie.The JEWELRY that men can wear with morning suits is limited to watches and rings. The maximum of rings by a business man is one on per hand, preferably just one—the wedding or engagement band.2. Evening AttireAs the term suggests, evening attire are worn in the evening, usually after 6:00 p.m., on such occasions as banquets, opening ceremonies and concerts.EVENING SUIT (for men)TailsTails with white bow tie and black leather shoes are worn for the ultimate formal event.Tuxedo/Dinner JacketTuxedo is also called dinner jacket. It’s usually worn for formal or semiformal occasions. Tuxedo jackets often include satin on the lapels that are attached to the collars.Bow TieThe bow tie is a men’s necktie popularly worn with formal attire, such as suits or dinner jackets. It consists of a ribbon of fabric tied around the collar in a symmetrical manner such that the two opposite ends form loops. Bow ties may be made of silk, polyester, cotton, or a mixture of fabrics. Colors of bow ties are generally white and black. White bow ties match tails and black bow ties match tuxedoes.II. CASUAL CLOTHESCasual clothes are also called semi-formal clothes and are more and more commonly worn by business people in their daily working environment. They are not as rigid as formal clothes and people usually feel more relaxed and comfortable and even closer to one another in casual clothes than they do in formal clothes.Section Three GroomingI. HYGIENEWatching your hygiene means staying clean, odor-free and tousled.1. HairWash your hair often enough to keep it from looking greasy.There’s no longer a true rule about the length of women’s hair, but on the job, hair should be kept out of the eyes: It is not advisable for men to keep long hair. Men’s hair should not cover their ears or foreheads.2. FingernailsNails should always be kept clean and trimmed. The best length for men’s nails is with about 1.5mm of white showing. The best length for women’s nails in most business environments is just over the tip of the finger. Clear nail polish is the best choice.3. Tooth Breath and Body Odor.II. MAKEUP, PERFUME AND COLOGNE1. MakeupMen do not wear makeup. Women, as a rule, use a light touch—makeup should enhance, not dominate. 2. Perfume and CologneIf you wear perfume to work, maker sure the scent is light and clean, and use the perfume sparingly: As for a man, no element of the bu sinessman’s wardrobe requires more subtlety than cologne.Chapter III Meeting and GreetingSection OneThe Art of Introducing PeopleI. MAKING PROPER INTRODUCTIONS1. Basic RulesIt is very logical. You properly introduce a lesser to a more important or senior person.Y ou would introduce:• A younger person to an older 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 in your own country to a peer from another country.• A fellow executive to a customer or client.2. Remember to Use Titles When Introducing People.Frequently Used Titles Are Listed Below:Mr., Mrs., Miss, Ms (common);Doctor, Professor, Judge, President (occupational, academic or corporate);Sister, Father (religious);Lady, Lord (royal);and President, Premier, Judge, Mayor, Governor, General (political or military).3. Explain Who People Are When You Introduce Them4. Say Names Slowly, Clearly and DistinctlyII. SELF-INTRODUCTIONWhen saying our names, we also need to slow down and pronounce our names slowly, clearly and distinctly. We may feel as though we are exaggerating our names, but it eases the problem of communication.Section Two HandshakesI. SHAKE HANDS PROPERLY1. PostureHere are the steps that you can follow to shake hands properly: Stand about 1.2 meters away from the other person (If farther, step forward; if nearer, step sideward, not backward, because stepping backward when shaking hands will make the other feel that you reluctant to do so.); extend your right hand so that your forearm and your upper arm form an approximately 3/4 straight angle; keep the thumb up and the four fingers straightly extended together; touch palms bef ore wrapping the fingers around the other person’s hand; shake two or three times (usually three times) and then separate; shake from your elbow, not your shoulder.2. A Desirable Handshakefirm, strong;warm and enthusiastic;dry and pleasant to the touch3. An Undesirable Handshakehesitant, apologetic;wet and clammy, or cold; weak, slippery, lifeless, like a handful of dead fish4. Situations in Which Handshakes Are NeededWhen you run into someone you know, when you say goodbye to the same person, when someone comes in from the outside to see you in your office and when he leaves, when someone enters your home or when you enter someone else’s home, when you meet someone you know in a restaurant, when you’re introduced to people in any business or social situation and when you take leave of them, when you are congratulating someone — after a speech or an award presentation, when you make successful negotiations, etc., you shake hands with others. A handshake is such a practical and friendly way of greeting people that it is universally adopted in all business situations.5. Situations in Which Handshakes Are Not NeededSince there are no rules without exceptions, there ARE some situations in which we do NOT extend our hand to shake others’: when the other person has his or her hands full, when your hands are not clean enough because of some manual labor, when the person you want to greet is someone much higher ranked than you and to whom you really have nothing to say (In this case, it would look pushy for you to rush up to shake his hand. If, however, the person of much higher rank offers his/her hand first, you certainly should enthusiastically and respectfully extend ours to have a shake.), and so on.II. GENERAL TIPS ON HANDSHAKING•If you enter a group, shake hands first with your host•Shake hands with the host again when you leave. Sometimes this is not possible as when the host of your gathering is surrounded by people and it would be rude for you to interrupt. Use your common sense. If you can easily get to the host to thank him for the meeting, social event, or whatever, fine, shake his hand in goodbye. If you can’t easily get to him, leave and telephone him next day or leave a note for him to give your thanks.•In western society, when a lady meets a gentleman, it is tradition that the lady offers her hand first.After the woman extends her right hand, the man will gently hold the four fingers and make a shake and let go of the fingers.Section Three Business CardI. DESIGN OF A BUSINESS CARDdetails as name, rank, company and contact information (e.g. telephone number, fax number, correspondence address, email, etc.)In China, many companies have their staff’s business cards bilingually designed — one side of the card is in Chinese and the opposite side in English.II. EXCHANGING BUSINESS CARDS1. When to Exchange Business CardsBusiness cards are generally exchanged at the beginning of or at the end of the meeting. You should wait for the opportunity to come up naturally, such as when someone specifically asks for it or you are engaged in a conversation about business.2. How to Exchange Business CardsHandling Your Cards to OthersWhen using both hands, hold your card by the two upper corners. Good business etiquette requires you present the card so the recipient's language is face up.Accepting a Business CardWhen you receive a business card from someone else, make a point of studying any business card, commenting on it and clarifying information before putting it away:III. DOS AND DON’TS1. Do Be Prepared2. Don't Hand Out Torn or Worn Business Cards3. Don't Hand Out More Than One Card to a New Contact4. Do Exchange Business Cards Smoothly5. Do Take Advantage of Free Advertising6. Do Not Enclose Business Cards in Personal or Emotional Correspondence.7. Never Write on Someone Else's Business CardChapter IV Visiting and ReceivingSection OneOffice Visiting and ReceivingI. VISITING1. Preparation♦Make an appointment and be punctual.♦Look up your destination on a map before departing.♦Don’t bring any food or drinks with you to someone else’s office, unless you’ve been asked to provide food for the meeting.2. The Visiting♦Be polite to everyone at the office.♦Sit only when invited to do so.♦Don’t touch things in someone’s office without asking, even if they look like toys.♦Don’t read any document, letter, card etc. on someone else’s desk unless given to you.♦If you are only 5 minutes later it may start an appointment at a wrong foot, apologize sincerely.♦If your host must take a phone while you are sitting there, ask if he would like privacy for the call “Should I go outside?” If he says no, stay where you are.3. When It Is Time for You to LeaveWhether you accomplished your mission or not during the appointment, thank your host for having received you, shake hands and leave promptly when it is time for you to finish.4. Follow UpWrite a thank-you letter to the host to show your thankfulness of his/her reception and suggest him/her to visit your company sometime. If necessary, write another follow-up letter to continue to discuss over the things you planned to but have not discussed.II. RECEIVING1. Preparation♦Provide clear direction.♦Be on time with your appointments — if you care about how people perceive you.♦Make sure your documents are ready.♦Clear a comfortable space for your visitors to sit, as well as some writing space on the desk, if needed, especially if your office is a “pile file”.♦If you’re expecting a group of people, be prepared with sufficient chairs already in place.♦Make your time limitation clear up front.2. Hosting♦Always stand up to greet and shake hands with visitors entering your office. Move from behind your desk and sit at the same side as your visitor.♦If you are on the telephone when your appointment arrives, terminate the conversation immediately, and say you’ll call back later to finish the business at hand.♦Allow your office visitors to be seated before you are.♦Offer your visitors something to drink, such as water, coffee etc.♦Accept only emergency phon e calls and concentrate on your visitor as they shouldn’t be made to feel secondary to telephone callers.♦Escort you visitors out instead of letting them wander, especially if your office layout is confusing. 3. Seeing the Visitors OffIII. THE RECEPTIONISTThe treatment afforded visitor by your company’s receptionist (who may be primarily someone’s secretary stationed near the office entrance) is as important as the first voice a caller hears upon phoning your office. The welcome should be warm and efficient. A receptionist should understand the importance of the job as keeper of the gate and the voice of the company greeting the public.Section TwoBusiness Trip and Receiving Visitors from another City or another CountryI. BUSINESS TRIP1. PreparationList a checklist of the activities during your visit.Search some information about the city and/or the country you are going to visit.Book air tickets and hotel bookingBy email and fax, make confirmation with the company you are going to visit, about all the activities that you are going to participate in during your stay, including your accommodation arrangement (sometimes your passport or ID No. will be needed).Inquire the host about any special preparations you need to make for the visit.Prepare at least three different sets of outfits: business suit for the business visit, conference or negotiation, evening dress for formal occasions such as the reception dinner and the welcome ceremony and casual wear for relaxation and entertainment.Prepare gifts for the host and the person who is in charge of your visit. If the host is a person who has built such a long and credible relationship with you than you have become friends, be prepared to pay a visit to his/her family and prepare gifts for the family members.Take some regular OTC medicine with you, just in case.2. VisitingThe No. one basic rule is to follow the plan and respect the arrangement of the host.The second rule is to remain professional.Be thoughtful and sincere.3. DepartureBefore you leave, there may be a reception dinner to see you off. At the dinner, it is thoughtful for you to make it a big event to sincerely express that you are grateful to your host for the warm welcome, considerate arrangement, etc, and that you hope you will have the opportunity of reciprocating.4. Follow UpWrite a letter to say that you have return home sound and safe, and, again, express your gratefulness to the host’s reception, how much you have enjoyed the visit there, and you are looking forward to opport unities of reciprocating his/her courtesy; finally, in your letter, suggest him/her to pay a visit on your place. Write a thank-you note to the person who sees you off on the behalf of the host if there is one.II. RECEIVING VISITORS FROM ANOTHER CITY OR ANTOHER COUNTRY1. PreparationCareful preparation such as booking hotel and arranging reception dinner must be made and a checklist of the activities required needs to be drawn up. It is also helpful if you do a little discreet background research on the distinguished guests.2. HostingReceiving the Visitor at the Airport / Railway Station♦Approaching the person you are meeting;♦Inquiring about their journey;♦Offering help with their luggage;♦Suggest leaving.Reception DinnerThere is always at least one formal reception dinner, either for welcome or for farewell. Inform the visitor of the time, venue, the diners and the degree of formality of the dinner, so that the visitor can make corresponding preparation for it.Other EntertainingBesides talking business and visiting the company, the host is also expected to entertain the visitor in a relaxing way, such as arranging one to two days’ sightseeing around the city.3. Bidding Farewell to the VisitorsRemember to bring a souvenir as a small gift to the visitor and wish him/her a sound and safe journey. Of course, on behalf of both you and your company, express that you are looking forward to his/her visiting again or you are looking forward to meeting him/her again.Chapter V Table MannersSection One Arriving for DinnerSEATING PROTOCOL1.When there is but a single table, the host and hostess usually sit at opposite ends, or occasionally in thecenter of the table facing each other. When multiple tables are needed, the host and hostess may be at separate tables in which case you may wish to opt for a co-host and co-hostess.2.Generally, when the event involves both men and women, guests are seated alternating man and woman.The place of honor is to the right of the host if the guest is a woman, and to the right of the hostess if the guest is a man. That is to say, the highest ranking male generally sits to the right of the hostess. The wife of the highest ranking man or the highest ranking woman herself sits to the right of the host. Guests are then seated alternating left to right from the host and hostess after the honored guest is seated. The secondranking male will usually sit to the left of the hostess. Now the seating should be arranged such that no two women sit side by side and no two men sit side by side.3.This will prove a difficult feat when the number of guests is evenly divisible by four, so try to avoid thispossibility. Should it happen, however, the male guest of honor may sit across from the host in the hostess’ seat. The hostess then sits to his left.4.Spouses who do not hold positions themselves are seated according to the rank of their husbands or wives.It is often preferable to avoid seating husbands and wives together, but many wives may be more comfortable if seated together with their husbands.5.The key here is to be practical. Don't seat two people who notoriously get into vicious arguments next toeach other just to fit a boy-girl, boy-girl seating arrangement.6.If a guest objects to the seating you have chosen, simply make a quick change.7.In traditional socializing, the purpose of this seating arrangement of alternating man and woman is thatevery lady could communicate with and be taken care of by a gentleman. Business dinners, however, do not always involve men and women equal in numbers. Sometimes they are gatherings of business persons of either sex from two or more companies or different countries. In those cases, it is acceptable to arrange the host’s seat facing the door and then “alternate host and guest”, that is to say, each guest s its next to the host or a representative of the host so that they can communicate. Besides, diners’ rankings should also be taken into consideration.Seating DiagramsSection Two Placing OrdersI. AT A RESTAURANTWhen the Waiter Asks for Your Food OrderAs you look over the menu, keep in mind three important guidelines to ordering:●Order medium-priced dishes, not the most expensive items on the menu.●Know the food you are ordering.●Order food that is relatively easy to eat.II. DECODING THE MENU1. StartersAPPETIZERSHors d'oeuvre or appetizers are served before the main courses of a meal. Hors d'oeuvre might include: Canapés, Cold cuts, Crudités, Snack foods, Cheeses, Sausages and Dumplings.SOUPTraditionally, soups are classified into two broad groups: clear soups and thick soups.The established French classifications of clear soups are bouillon and consommé.SALADPopular types of garden salads are: Caesar salad, Chef Salad, Chinese chicken salad, Cobb salad, Greek salad, Michigan salad.ENTRÉEIts traditional definition, still used almost everywhere in the world outside of North America, refers to a smaller course that precedes the main course; however, in North America, the disappearance in the early 20th century of a large communal main course such as a roast as a standard part of the meal has led to the term being used to describe the main course itself.2. Main CourseA main course is the featured or primary dish in a meal consisting of several courses. It is sometimes called the meat course.The main course is usually the heaviest, heartiest, and most complex or substantive dish on a menu. The main ingredient is usually meat or fish; in vegetarian meals, the main course sometimes attempts to mimic a meat course.3. DessertA dessert typically comes at the end of a meal, usually consisting of sweet food, sometimes with a strong flavor, such as some cheeses. Common desserts include cakes, cookies, fruits, pastries, ice cream, and candies.4. Wines Matching DishesThe old advice on selecting a wine is to stick with white wines for white meats and red wines with red meats. Today, the recommendation of each is based less on color than on the balance of sweetness and acidity that makes for a food-friendly wine.Section Three Formal Place SettingsNo matter how informal today's entertaining style has become, tradition is still maintained in table customs. There is a wonderful sense of security that comes with knowing what is correct in the order of flatware, where to place the glasses, butter plates and napkins. The traditional placement of these items must be followed for both the hosts and their guests to be comfortable.At a traditionally formal meal, there is no butter plate, or dessert spoon and fork. Bread traditionally was not served with formal meals, and the dessert fork and spoon would be presented with the finger bowls. Sherry was served with the soup; a dry white wine with the fish. Red wine was served with meat, duck, and game. Champagne was served with dessert. Coffee is served in another room, not the dining room. Here is a diagram of formal place setting.Note that the above setting is the European Style where the salad is eaten at the end. Americans will typically place the salad fork left to the fish fork and the salad knife right to the fish knife. The map below shows you an American formal place settingFLATWAREThe flatware is always placed in order of its use, starting from the outside in, moving toward the plate. Forks are placed tines up on the left side of the plate: the fish fork (if there is to be a fish course) to the far left, the dinner fork next and the salad fork next to the plate (European Style). The knives are placed on the right, the one to be used first farthest from the plate, with the sharp edges towards the plate. The soup spoon goes to the right of the knives. Dessert spoons and forks may be placed horizontally above the place setting, (with the spoon facing left and the fork facing right) or they may be brought to the table as the course is served. Butter knives and plates are never a part of the formal table setting. If bread is served, the butter plate should be on the left above the forks and the butter knife is placed diagonally across the butter plate, from the upper left to the lower right. If the menu requires a cocktail/oyster fork, it is placed to the right of the spoon; it is the only fork ever used on the right. No more than three of any implement is ever used in a place setting, so if a fourth fork is needed it should be brought to the table as the course is served. The salad knife may not be needed, as is shown in the following diagram.DINNER WAREService plates/chargers are usually used in formal place setting. A service plate goes underneath the first course plate; and sometimes under the first two courses. Properly, from the time the table is set until it iscleared for dessert, a plate should remain at each place. The plate on which the shrimp cocktail or other appetizer is served is put on top of the service plate. The soup bowl is also put on the service plate. If the salad were to be served before the main course, the salad plate would also be placed on top of the service plate. When it is time for the main course, the used plate is removed along with the service plate and immediately replaced with the main course plate. After dinner, the plates are removed, leaving the table without plates. GLASSWAREThe menu determines the glasses used for dinner. The water goblet is directly above the knives or to the right of the plate; at a slight distance to the right is the champagne glass; in front of and between these two glasses is the red wine glass or white wine glass; then further to the right is the sherry glass. Instead of grouping the glasses on the table, some mess personnel place them in a straight row slanting downward from the goblet at the upper left to the sherry glass at the lower right. Each glass is removed with the course it accompanies. The dessert wine glass, however, stays throughout the serving of the demitasse, and only two wines, sherry and champagne may be served.NAPKINS AND PLACE CARDSThe napkin at a formal dinner is placed on the service plate; if a first course is on the table when the diners sit down, the napkin is placed to the left of the forks.A flat place card may be placed on top of this napkin. It may also be positioned above the plate on the tablecloth or centered above the service plate. They should be used whenever there are eight or more people. CUPS AND SAUCERSIf coffee is to be served with the meal, the cup and saucer are placed to the right of the setting with the coffee spoon on the saucer.SALT AND PEPPER SHAKERSince more people use salt than pepper (and most people are right-handed), the salt shaker is placed to the right of the pepper shaker, in a position closer to the right hand. Because salt is finer than pepper, the lid of the salt shaker is punctured with smaller, more numerous holes than a pepper shaker.Section Four Facing a Formal Dinner GracefullyI. BEFORE EATINGNapkinsAfter you are seated, wait for your host to make the first napkin move. When the host places the napkin on his or her lap, the guests should follow suit. Always remember to follow the lead of your hostess.PostureYour general posture at the table should be a straight back. When eating, sit close enough to the table so each bite is brought to the mouth without having to lean forward.Your feet should be firmly planted on the floor in front of you. Refrain from extending your legs under the table, putting your arm on the back of a dinner partner's chair, or looping your arm around the back of the chair. II. USING EATING UTENSILS PROPERLY1. Knife and ForkIt is important to hold the fork horizontally by balancing it between the first knuckle of the middle finger and the tip of the index finger while the thumb steadies the handle. The knife on the other hand is used with the tip of the index finger leaning on the blade of the knife. Do not apply too much pressure; simply use it as leverage and guidance, as you cut your food. Just remember to look around if you forget what to do in a particular situation. Just stay calm and enjoy the meal.2. SpoonsSpoons are for coffee, tea, soup, bouillon, custard, pudding, soft desserts, but not vegetables. Hold the spoon like hold a pencil.Spoons stir tea or coffee, but don’t drink with them. After you have stirred your beverage, remove the。
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.
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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
国际商务礼仪(第二版) Unit One Posture Etiquette
Focal Points
1. Lead-in 2. Standing
3.Biblioteka Eyes4. Gesture 5. Facial Expression
6. Exercises
Lead-in
Posture
Posture is the way you hold your body against gravity while standing, walking, sitting or lying down. Gravity is pulling down your body all the time while you are trying to hold it upright.
Eyes
• Eye contact is another critical factor when meeting people. • Eye contact increases trust. • It shows confidence and good interpersonal skills. • Eye contact shows respect for the person and business situation.
Eyes
The length of fixation time ：Should be one-third of the total length of talking time.
Eye contact
斜视
Do not gaze, strabismus and look up and down when talking with people. Eye contact time should control in 30%-60% account for talking time.
国际商务礼仪(第二版) Unit 24 Negotiation Etiquette
International Business Marine Etiquette Cargo Insurance and Manners
Negotiation Techniques:
Text B
Present yourself as friendly and polite to give the impression of trustworthiness. To engage in small talk before the negotiations begin and to have short conversations after negotiations have ended for the day. Recognize and avoid verbal expressions with which the other party may be unfamiliar. Discover whether the audience prefers communication to be direct or indirect. Be sure that your presentation is concise, fact-based and easy to follow. Consider the negotiation etiquette of the professionals you are working with . Actively listen and patiently Wait for a decision.
2.It is cultural difference that one must consider seriously.
3.In North American eye contact is often viewed as showing confidence and honesty while in Japan it means rudeness or inappropriateness.
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二、商务礼仪在商务谈判中的重要性
（一）商务礼仪是商务本身的需要
在日常的商务活动中，我们往往会接触到各种各样不同行业的人。那么，初次见面的人如何能够让对方深入了解企业以及自身的各种情况。这里，如果你采取直截了当，开门见山的方法，那样的话，对方未必会认真听你的陈述，而你也就达不到你想要的目的。相反，如果你能在见面之初以礼相待再在合适的时候向对方陈述企业以及自身的具体情况，那样就会达到不一样的效果。[2]
【关键字】：商务礼仪商务谈判
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，人们对礼仪的需求显得尤为迫切。因此，凡是在业绩上有重大突破的企业无不以培养员工的素质作为第一措施，而那些发展迅速地新兴企业，也大都以员工的素质作为考察目标。[1]一个员工素质的高低会直接从所从事的商业活动中体现出来，而在所从事的商务活动中，商务谈判无疑是能够给企业带来巨大经济利益的商务活动，所以，员工在谈判中的礼仪是一个员工素质的最好体现，而商务礼仪对商务谈判的成功奠定了基础。那么，通过研究商务礼仪在商务谈判中的作用，可以促进企业重视员工的素质，从而提高企业的整体素质，加强企业在国际市场上的竞争力。
从实际上看，谈判并非人与人之间的一般性交谈，而是有备而至，方针即定，目标明确，志在必得，技巧性与策略性极强。在任何谈判中，礼仪实际上都一向颇受重视。其根本原因在于，在谈判中以礼待人，不仅体现自身的教养和素质，而且还会对谈判对手的思想，情感产生一定程度的影响。
一、商务礼仪和商务谈判
（一）商务礼仪的定义
商务礼仪是人们在商务活动中，用以维护企业形象或个人形象，对交往对象表示尊重和友好的行为准则。它是人们在商务活动中应遵循的礼节，是礼仪在商务领域中的具体运用和体现，实际上就是商务活动中对人的仪容仪表和言谈举止的一种普遍要求，随着商务活动的全球化，商务礼仪对企业的发展显得尤为重要。
（二）商务谈判的定义
商务谈判是国际商务活动中不同利益的主体，为了达成某笔交易而就交易的各项条件进行协商的活动。可以说，商务谈判是一种对外经济贸易活动中普遍存在的一项十分重要的经济活动，是调整和解决不同国家和地区政府，以及商业机构之间不可避免的经济利益冲突的必不可少的一种手段。
国际零售巨头沃尔顿以一个良好地员工礼仪在社会上塑造了良好地形象。沃尔玛在创建之初其创始人沃尔顿先生就相当注意员工的礼仪，他认为，只有好的服务才能得到顾客的青睐。走进沃尔玛，你能处处感受到一种以礼相待的感觉，员工彬彬有礼地为你做着各种服务，顾客们无不叫好。这就为沃尔玛打下了坚实的群众基础以及良好的企业形象。这就是沃尔玛为什么这么成功的原因。
国际商务礼仪pdf
篇一：国际商务礼仪
浅谈商务礼仪在国际谈判中的作用
【摘要】随着经济的快速发展，商务活动日益增多，商务谈判作为商务活动交易的起点，对交易的成功发挥着重要的作用。谈判双方人员具备良好的礼仪是商务活动中不可缺少的素质，也是商务活动取得成功的关键，在商务谈判的过程中商务礼仪显得尤为重要。本文主要从商务礼仪在商务谈判中的重要性，阐述商务礼仪在谈判中的作用以及在谈判中如何加强对商务礼仪的学习，从而促进谈判的成功。
（二）有利于塑造良好地企业形象
商务礼仪是企业文化、企业精神的重要内容。掌握一定的商务礼仪不仅可以塑造企业形象，提高顾客的满意度和美誉度，并最终能达到提升企业的经济效益和社会效益的目的。但凡国际化的企业，对于商务礼仪都有高标准的要求，都把商务礼仪作为企业的重要内容，也是获得国际认证的重要手段。
企业，作为一个以盈利为目的的组织，顾客就是其生存之本，你的一个细微的动作在顾客眼里可能都会留下深刻的印象，就会直接影响到企业在顾客心中的形象，因此，塑造一个良好地社会形象相当于在无形中向顾客推销自己的企业，而员工在各种商务活动中所表现出来的礼仪会通过少数人传入社会大众。而作为一名专业的商务人士，是否懂得和运用现代商务活动中的基本礼仪，不仅反映出我们自身的素质，也反映出企业的文化水平和经营方针。我们的一举一动，行为举止都时刻代表公司的形象。因此，注重礼仪对于企业塑造良好地形象有很好的促进作用。
（三）是妥善处理好各方面利益的需要
由于企业是以盈利为目的的这一特性，在日常的商务活动中，我们往往需要处理好与合作伙伴，竞争对手，以及客户之间的关系。那么，如何处理其之间的微妙关系，这就需要一定的技巧，而我认为，在这众多的技巧中，以礼相待是最恰当的方式。不管什么样的人，当你以礼待之时，他都会在精神上有一定的松懈。这时，你就要抓住机会，处理好其之间的关系。关系不好的可以慢慢协商，关系好的可以进一步巩固，因此，商务礼仪是妥善处理好各方面关系的需要。
商务交往的面很广，但基本来讲是人与人的交往。在交往过程中，人们对礼仪有两种解释：一是一种道德修养，二是一种风俗习惯。商务礼仪的运用，即应该怎么做，不应该怎么做。在商务交往中做到“约束自己，尊重他人”才能使人们更轻松愉快地交往。“为他人着想”不仅是商务交往、也是人与人之间正常交往的基本原则。掌握一定的商务礼仪有助于提高人们的自身修养。并且能有效的促进社会交往。试想一下，一个微笑，一句关怀都能给人以心灵上的安慰，也能使自己的心情随之愉快起来，何乐而不为呢？
1.有利于建立合作关系
说话时希望受到别人的赞同是人类交际中共同的心理需要。在利益攸关的情况下，说话人可能会表达强烈的思想情感，从而破坏双方贸易合作关系。这时人们要尽量避免可能会导致的不必要的矛盾，一个友好的动作就可以帮助谈判双方在意ቤተ መጻሕፍቲ ባይዱ相左时，避免矛盾产生。