Communication Art and Communication Skills: Lecture 1
The word "courtesy" in etiquette refers to respect, that is, to respect yourself and others in interpersonal communication. The ancients said that "courtesy and respect for others" is actually a basic requirement for treating people and things. We usually say, "It's not surprising to be polite to many people". You value others, and others may value you. As the name implies, the word "Li" in etiquette is also a form of respecting yourself and others.
In short, etiquette is a form of showing respect for yourself and others. Furthermore, etiquette is actually an art of communication, that is, a way of treating people.
Communicative art in communicative occasions
1, the address used is high, not low. People who have experience in this field often use honorifics when introducing others. It is high, not low.
2. Do as the Romans do. Maybe you will habitually ask, "Are you from Qingdao or Jinan?" However, when you are in Jinan, you should ask: "Jinan people or Qingdao people?" This is also respect for the local people; When you visit other companies, you can't say that the owner's things are not good. It is common sense that customers don't blame the owners.
3, correct position In interpersonal communication, we must correct ourselves and others. Subordinates should be like subordinates, superiors should be like superiors, colleagues should be like colleagues, and customers should be like customers. Only by putting one's position right can one have a correct attitude, which is a basic proposition in communication.
4. Business communication centered on the other party emphasizes that customers are God, and it is really good for customers to feel good.
Communication skills in communication.
1, Language Skills In modern communication, everyone understands a common sense that "a hundred miles of different styles and customs". Different industries have different requirements. If we look at the problem from different angles, the result may be different.
2. Skills of reading business cards
When exchanging business cards, the following four points can explain the status and identity of business card holders, as well as the experience of communication at home and abroad and the size of social persuasion.
A. Has the business card been altered? I would rather not give it to others than change it. Business cards, like faces, can't be altered casually.
B. Do people with home phone numbers have a sense of self-protection in social situations? Don't give your personal phone number to others, not even your mobile phone number. Westerners pay special attention to the difference between public affairs and private affairs. If you meet him for the first time to talk about business, you give him your home phone number, which he understands as asking you to go to his home and thinks you are suspected of taking bribes.
C. Are there many titles? Business cards often provide only one title, at most two. If you have several jobs or run many subsidiaries, you should print several business cards and use different business cards for different contacts.
D. does the landline number have a country and area code? If international trade is to be conducted, the international long-distance area code of China should be printed in front of the landline number. If not, you have no international customer relationship. If not, you are only active in this area.
3. Problem-solving skills should grasp the main contradiction and find a breakthrough to solve the problem. When the principal contradiction is solved, the secondary contradiction will be solved. Ideas determine ideas, and ideas determine the way out. What kind of thinking, what kind of working state.
4. When hanging up on the phone, the technical specification: people with high status hang up first.
5, in and out of the elevator standard order
A. access to the elevator is controlled. The escort should be last in, first out, and let the guests go in first out. Giving the right to choose the direction to a person or guest with high status is the basic rule of walking. Of course, if the guests are unfamiliar with the terrain for the first time, you still have to guide them.
B. Escorters entering and leaving the unmanned elevator should go in first and then out, and control the switch button.
The second lecture focuses on etiquette in communication.
Correct your position and attitude.
To learn etiquette, we must first straighten our position and attitude. If you go abroad, there will be a problem. Do you follow the rules of your own country or the rules of your host country? In addition, there are human factors. For example, if I am the host, I will emphasize that the host can help himself. The relationship between people is interactive, so you need to correct your position and attitude.
Taboo of conversation
The dialogue includes two questions. The first question is what to say, that is, the content. Words are from the heart, and you can't talk nonsense. The second question is how to say it, that is, the question of form. The same meaning is expressed in different forms and has completely different feelings for the listener. Generally speaking, there are four taboos in conversation.
1, to avoid interrupting the other party's superiors, you can interrupt the subordinates, the elders can interrupt the younger generation, and equal manners have no right to interrupt the other party's conversation. In case you talk to the other person at the same time, say "please" and let the other person speak first.
2. Avoid supplementing each other's dialogue. Both sides are equal and familiar with each other. Sometimes it is ok to complement each other's dialogue appropriately, but they can never complement each other at the negotiating table.
3. Avoid correcting each other. A truly educated person is one who knows how to respect others. To respect others is to respect their choices. Except for the right and wrong questions, we must answer them clearly, and we should not argue with each other casually, let alone judge them casually, because right and wrong are relative, and it is difficult to tell who is right and who is wrong in some questions.
4, avoid questioning each other's casual doubts about what others say. Questioning the other party is actually a provocation to its dignity and an irrational act.
Three elements of communication
1, communication Communication means mutual understanding, which includes two aspects: one is that you know others don't know, and the other is that others know you don't know. Only you know, it's no use if others don't know.
2. You should know that the so-called expert looks at the doorway and the layman looks at the excitement. On formal occasions, many things have certain rules. If you don't know these rules, you will make a joke. Drink dry white with ice, and drink dry red without anything. When drinking coffee, don't mess with the spoon. Spoons serve two purposes. One is to add milk and sugar and stir, but the coffee is very hot, so stir to cool down. Insufficient understanding of the rules will not only damage your personal image, but also damage the image of the enterprise you represent.
3, interaction The so-called interaction is to get feedback from the other side and produce results. For example, people in China sometimes like to be polite, invite people to dinner and prepare many delicious foods, but they say the food is not ready. Please forgive me. Actually, I want to get compliments from others.
Five taboos on the dining table
1. Smoking is not allowed in public places.
2. Food for others. In social situations, you should make sure that food is not caught.
3. persuade wine at the dinner table. Communication needs to put itself in a correct position, take the other person as the center, and respect the other person's wishes when drinking or not.
Finishing clothes should not be done at the dining table.
5. Make a noise while eating. You shouldn't make any noise when eating. This is mainly applicable to international communication.
Matters needing attention in self-decoration on formal occasions
1, the bag and shoes are the same color. Whether men and women attend important occasions, the color of bags and shoes should be the same.
2. A lady's hairstyle should be fashionable and decent. Whether a lady's hairstyle is fashionable or not reflects her social status and economic ability, and whether her personal life is happy or not. A man's first impression of a woman is her hairstyle.
3, women's makeup should be fresh and natural in social occasions, women do not wear makeup is a disrespect for themselves, but also a disrespect for others. At the same time, it should be emphasized that it can be supplemented. You can't be a dog without makeup.
Don't hang anything on a man's waist. On important occasions, a man can't hang anything on his waist.
The third lecture on etiquette interaction in communication
Role orientation
1. Be what you want to be. As a professional, you should ask yourself to do what you want. If you do nothing, customers will not value you.
2, look at the object to talk about rules etiquette is a variety of rules. One of its important features is "what songs to sing on the mountain", which varies from person to person. This is the basic requirement of communication etiquette and communication art. Paying attention to etiquette means emphasizing that the object will obey the rules.
There is a problem of getting on the bus first and then getting off. Under normal circumstances, let the guests get on the bus first, and then get off. Of course, if it is inconvenient for many people to take a car, whoever gets off first will get off first. Therefore, the most important etiquette problem in taking a car is the ranking of the car. Generally speaking, there are three kinds of automobile rankings, and different situations have different emphases.
A. In the first case, official business becomes official communication. In other words, receiving guests is an official activity. The vehicles participating in the activities generally belong to the unit, and the drivers are generally full-time drivers. As far as a two-row car is concerned, the upper seat of the car during official reception refers to the right seat in the back row, which is the diagonal position of the driver, because the back row is safer than the front row, and the right side is more convenient to get on and off than the left side. During official reception, the passenger seat is generally called the waiter seat, which is used as a secretary, translator, bodyguard, guard, office director or guide.
B. The second situation of socializing is called social entertainment. After work, friends go out for dinner. At this time, the ownership of the vehicle is generally personal, and the driver is the owner. When the owner drives, the front seat is the passenger seat, which means equality. In this case, distinguished guests are not allowed to sit in the back seat.
C. Important guests When you receive senior leaders, senior generals and important entrepreneurs, you will find that they like to choose the seat behind the driver in the car, because this seat is more concealed and has a higher safety factor.
both-way communication
Communication is mutual understanding, not only to understand others, but also to be understood by the other party. Usually, in the process of interacting with others, most people have the consciousness of understanding others, but in business communication and public relations communication, it is not enough to just know each other. What is more important is to have the consciousness of being understood by the other party, that is, to have the consciousness of expressing yourself. In the communication consciousness of both sides, the most important issue is to understand and respect people. The premise of respect should be to know each other and let them know about you, otherwise there will be no respect.
Problems to be considered when entertaining guests.
1, the art of entertaining guests has four levels. The first level is to eat; The second level is to eat special features; The third level is the diet environment; The fourth level is food culture, which can best reflect your quality. When consulting each other in language, the standard consultation method should be closed questions, not open questions. The disadvantage of using open-ended questions is that it gives guests unlimited choices and makes it difficult for you to grasp them. Therefore, it is not appropriate to ask each other open-ended questions. The professional consultation way is to use closed questions, that is, to give all the choices for guests to choose from.
2. Ethnic diet taboo Manchu, Mongolian, Tibetan and Hui people don't eat dog meat, Mongolian people don't eat the viscera of three birds (chickens, ducks and geese), and Muslims don't eat pig and dog donkey meat, drink and smoke, and don't eat animal blood.
Fourth, the concept of etiquette in communication.
Respect orientation
1, three-point self-esteem In interpersonal communication, we all know how to respect others, but many people ignore self-esteem. Self-esteem should actually come first. Respect is not necessarily respect for others. First of all, you should respect yourself. If a person doesn't respect himself, he can't be respected by others. From the perspective of the concept triangle, self-esteem has the following three points.
A. Respect for ourselves The so-called respect for ourselves requires us to restrain our behavior and behave appropriately in interpersonal communication.
B. respect your profession. You must have a serious study and conscientious professional ethics. If a person wants to be respected by others, he must first respect his profession. If a person really wants to be respected by others, he must have a skill.
C. respect your own unit. Our work in the company is the result of two-way choice. The company chooses you, and you are also choosing the company. Since you have chosen a company, you should love your work and be loyal to your duties.
Respect for oneself, respect for one's profession and respect for one's unit constitute self-esteem. This is the most important concept in etiquette.
2. Five points of respect for others
A. it is a bounden duty to respect superiors.
B. it is an obligation to respect colleagues and respect colleagues.
C. respect subordinates, not only subordinates, but also superiors. As a superior, it is a virtue to respect subordinates.
D. it is common sense to respect customers. Customers are our parents. Without customer support, the company can't survive. In order to survive in the fierce competition, companies must respect customers.
E. respect everyone. Respect for all people is an education. Respecting everyone contributes to the safety of interpersonal relationships.
have a ready tongue
How to be good at expressing in communication? First of all, we should have the consciousness of active communication, and secondly, we should actively express it. The so-called positive expression means choosing the right topic.
1. The question to be discussed is what the two sides have agreed to talk about or should talk to each other.
2. The problem of elegant style As a modern person, especially a knowledgeable and educated business person, he should reflect his style, education and taste in his speech, so he should choose a topic with elegant style.
It's ok to talk about philosophy and history, but such problems often give people a heavy feeling, so those light topics, such as movies, TV and places of interest, can be talked about.
4. Fashion and popular topics Fashion and popular topics are also suitable topics to talk about, and you can choose fashion topics according to each other's interests.
5. The topic that the other party is good at, the so-called "knowledge expertise has priority". Talk about the topics that communication partners are good at, so that communication partners can get the opportunity to show themselves, thus creating a good negotiation atmosphere. Why not?
code of conduct
The so-called norm is the standard, and the code of conduct is to tell you to treat people in a standardized and normal way. Avoid obstacles and troubles in communication with standardized practices, and show your own quality with standardized practices.
1, the standard length after tying the tie. The standard length of a tie is that the lower end of the tie is just above the belt buckle.
2. Doing something wrong The so-called doing something wrong is to make it clear in communication what you can't do, what you can do and what you must do. It is worth noting that doing one thing is actually two levels. If you do something, you will not do it, but if you do something, you will try your best, which is generally not easy to do.
3, the three-color principle of wearing a suit The so-called suit often refers to a two-piece suit that is more popular in western countries, or a three-piece uniform fabric, uniform color and standardized men's wear for formal occasions. Wearing a suit must abide by the basic business communication norms-the three-color principle. The tricolor principle means that when a man wears a suit on a formal occasion, his whole body color must be limited to three, otherwise it will appear nondescript and lose its solemnity and conservatism.
Lesson 5 Service and Reception Etiquette
Civilized hospitality
The basic requirements of service etiquette reception are civilization, courtesy and enthusiasm. To be civilized, polite and observant, we must "treat guests three times". The so-called "treat guests three times" refers to the sound of welcoming guests, answering questions and sending them out.
1, to bring a greeting means to greet the received guests actively, warmly and cordially, and to greet each other actively, warmly and cordially.
2. Asking and answering voices The so-called asking and answering voice means that when you are on duty in your own job, you will take pains to answer questions in front of the guests. Answering questions is patience, education and grace. Asking and answering questions is a basic point of civilized hospitality.
3. It is the last link of civilized hospitality to have a sound. The so-called good beginning and good ending. When a guest leaves, whether the other party takes the initiative to say goodbye to you or not, whether the two parties negotiate or not, in line with the principle from beginning to end, when the guest leaves, especially the employees of the company present, they should take the initiative to say goodbye and pay tribute to each other.
Be polite to guests.
The so-called polite service refers to the use of polite language. The following five basic polite expressions are necessary for everyone in daily reception.
1. Greetings Generally speaking, greetings mean "hello", but sometimes you can use more time-sensitive greetings. When facing a guest, or a guest from Lu Yu, it is basic courtesy to take the initiative to greet each other. When working in window departments and service units, it is best to use timely greetings when using polite expressions, such as good morning, good weekend and happy National Day.
When asking for help, there must be a word' please'. When you need others' help, understanding, support and cooperation, you must pay attention to the word' please'. Whether to add the word please is related to attitude, and whether to add the word please is equal to taste education.
When you get help, understanding and support from others, you must use thank you! When others help us, understand us, support us and cooperate with us, we must form the habit of actively thanking each other. Gratitude is a basic education.
4. When apologizing disturbs or ignores others, you need to say "sorry" or "sorry" to the other person. When you influence others, disturb others, hinder others, or cause unnecessary trouble to others, take the initiative to say sorry or sorry to each other.
5. When you say goodbye to your partner, take the initiative to say "goodbye!" Be careful or walk slowly. Farewell is the last link to receive guests. If this link is ignored, the previous efforts will be greatly reduced.
Entertain guests warmly
It is not enough to be polite when receiving guests. More importantly, we should show enthusiasm and sincerity. From the point of view of reception etiquette, there are three operational links that must be paid attention to in hospitality, namely, eye-to-eye, mouth-to-mouth and intention, which is called enthusiasm three.
1, the so-called eye-to-eye, that is, when receiving guests, you must look at each other and pay attention to communication with each other. When facing guests, you must get into the habit of looking at each other with your eyes. It is impolite not to look at each other, and it is also a perfunctory look at each other. It is even more impolite to look at each other irregularly.
When it comes to hospitality, you must let the other party hear clearly and understand, otherwise it will be in vain. The so-called "mouth to mouth" mainly has two meanings.
A. Language barrier-free use of Putonghua is a basic literacy that must be paid attention to when receiving domestic guests. Whether you can speak Mandarin is not only a matter of personal quality, but also a matter of service awareness and openness of a unit, which needs to be highly valued. When receiving European and American guests, people who are proficient in foreign languages must be present, otherwise there will be communication obstacles.
B. Speaking in place requires that when communicating with others, you should speak in place to avoid the problem of communication disconnection, which means that what you say is different from what the other person understands.
3. Significance
When entertaining guests, the best expression should be natural and generous. It means that the way of expression should be warm, friendly and focused. Specifically, this means the following requirements:
A. Natural expressions and demeanor Usually, natural expressions indicate that we are well informed, so don't panic when we get cold feet, and our expressions are too serious. In fact, it is suspected of stage fright, which is inappropriate.
B. Pay attention to the interaction with the people you communicate with. Your expression should be suitable for the expression of the other party. Don't be unhappy when the other person is happy, and don't be unhappy when the other person is unhappy. Never change because of an expression.
C. generous expression should be natural and graceful, neither humble nor supercilious. This not only represents the good management level of the enterprise, but also represents the good quality of employees, which will leave a good impression on the enterprise for customers.
Lecture 6 Public Relations and Social Etiquette
dress etiquette
Six taboos of business people's workplace dress
1, too bright clothes are too bright, which means that the clothes of business people on formal occasions are more complicated and too bright, such as the clothes patterns are too complicated and unconventional.
2, too messy dress is too messy, which means that you don't dress according to the norms of formal occasions. Messy clothes can easily leave a bad impression on people and make customers doubt the standardization of enterprises.
In the past, it was inappropriate to expose some parts of the body in formal business occasions, such as chest, shoulders and thighs.
4, too perspective is often allowed to wear perspective clothes in social occasions, but wearing too perspective clothes in formal business contacts is disrespectful to others and is suspected of disrespecting each other.
5, too short In formal occasions, business people's clothes should not be too short. In particular, men are absolutely forbidden to wear shorts on formal occasions.
6. Too tight You can wear tight clothes in social situations. But it must be emphasized that there is a difference between the workplace and social occasions, and you can't wear tight clothes in more formal occasions.
Matters needing attention of business personnel's workplace dress
1. Conformity In view of the fact that the image of each employee represents the image of his unit and the standardization of the enterprise, and also reflects his personal cultivation and knowledge, the dress of business personnel must be commensurate with the image of his unit and the specific work he is engaged in, so that men and women are different, and their ranks, identities, occupations and positions are different, that is, "what they do and what they look like". In this way, the dress of the staff in the morning will properly reflect their own quality and corporate image.
2. foster strengths and avoid weaknesses in real life, everyone's height, height and thinness are different. Dress for business occasions emphasizes fostering strengths and avoiding weaknesses, but the emphasis is on avoiding weaknesses rather than fostering strengths.
In daily work and life, the dress of business people should vary from occasion to occasion, and it is obviously inappropriate to change it frequently. Business people should choose different clothes on different occasions to show their identity, education and taste. Generally speaking, there are three occasions for business people to participate: official occasions, social occasions and leisure occasions.
A. Official occasions The so-called official occasions refer to the occasions involved in performing official duties, generally including offices, negotiation halls, going out to perform official duties, etc. The basic requirement of formal dress is to be conservative and wear suits, dresses and uniforms. In addition, you can also consider trousers, long skirts and long-sleeved shirts. It is not advisable to wear fashion or casual clothes. It must be noted that short-sleeved shirts are not suitable for formal wear on very formal occasions.
B. Social occasions As far as business people are concerned, the so-called social occasions refer to occasions where business partners conduct friendly social activities in public places after work. Although these occasions are not at work, they often face acquaintances. The basic requirement of dress in social occasions is fashion personality, and it is appropriate to wear formal clothes, fashion and national costumes. It must be emphasized that this kind of social occasion is generally not suitable for choosing clothes that are too solemn and conservative.
C. the so-called leisure in leisure occasions is not equal to rest. Leisure here refers to being alone after work or spending time with other strangers in public. The basic requirements of casual clothes are comfort and nature. In other words, as long as it doesn't violate the law, as long as it doesn't violate ethics and morality, as long as it doesn't interfere with the physical safety of others, then the dress of business people can be decided by individuals themselves.
3. Observe the dress code. Up to now, there is no kind of women's dress that can be used as a skirt to shape the image of professional women like "other mountains are short in the sky". For female managers, if they dress appropriately, their image will shine at once. With the appearance of temperament and demeanor, there will be more chances of success in your career. But the following four taboos must be observed.
A. wear a black leather skirt. You can't wear a black leather skirt in business occasions, otherwise it will make people laugh and cry. Because in foreign countries, only princesa dresses like this. Therefore, when dealing with foreigners, especially when going to Europe and America, you must never wear a black leather skirt.
B skirts, shoes and socks should be high heels or semi-high heels, preferably oxhide shoes, and the size should be appropriate. Black is the most orthodox color. In addition, you can also choose leather shoes with the same color as the dress. Socks are generally nylon stockings or wool socks or pantyhose. The color should be monochrome, and there are several conventional choices such as flesh color, black, light gray and light brown. Never wear fitness pants as stockings. Socks should be submerged in the skirt, not exposed. Socks should be in good condition.
C. Barefoot barefoot is not only not formal, but also makes some of your own flaws laughed at by others. At the same time, in international communication, wearing skirts, especially wearing skirts without socks, is often considered as deliberately buying coquettish and showing sexy. So barefoot is not allowed.
D. Three legs The so-called three legs refer to wearing half socks when wearing a skirt, and exposing a calf between the socks and the skirt, resulting in skirts, socks and calves. This kind of dressing tends to make legs look thick and short. This word is called "disgusting segmentation", which is often considered as the basic feature of uneducated women abroad.
4. Observe the routine of a suit, and pay attention to "three three" when wearing a suit, that is, the three-color principle, the trinity rule and the three taboos.
The tricolor principle means that when a man wears a suit on a formal occasion, his whole body must be limited to three colors.
B Trinity rule means that when a man goes out in a suit and tie, the colors of the three parts of his body must be coordinated and unified, that is to say, the colors of shoes, belts and briefcases must be unified. The ideal choice is that shoes, belts and briefcases are all black. Shoes, belts and briefcases are the most eye-catching parts of white-collar men, so making their colors uniform will help improve their taste.
C. Three taboos refer to three embarrassing things that you can't do when wearing a suit or suit on formal occasions. The trademark on the cuff has not been removed; Wear a suit and tie on formal occasions; There are problems in wearing suits, suits and socks on formal occasions.
Conversation etiquette
1, avoid topics in social situations
A. don't criticize the party and the government. Don't criticize the country, the party and the government. Be consistent with the party and the government in thought and action. Patriotism and law-abiding are the basic professional norms of every citizen and every business person, and they are also moral literacy issues. There is no room for bargaining on this issue.
B. don't involve state secrets and business secrets. Our country has the national security law and the national secrecy law, and it is not allowed to talk about designing leaked meat. Therefore, state secrets and business secrets cannot be involved in business conversations.
C. don't criticize what is inside the communication object. When dealing with outsiders, we should keep in mind the concept that the guest does not blame the Lord, that is, we can't just criticize other people's mistakes. If it is not a question of right and wrong, you can't make a fool of yourself, you can't make yourself embarrassed, you can't make yourself embarrassed, and you can't make yourself difficult to step down.
D. don't talk about leaders, colleagues or peers behind their backs. We advocate criticism and self-criticism, but we should not wash our dirty linen in public. Talking about your leaders, peers and colleagues in front of outsiders will make others doubt your character and credibility.
E. topics that don't involve low style include parents' short stories, gossip, relationships between men and women, and pornographic jokes. If these low-style topics come out of our mouths, it will make people laugh and make people feel that we are of low quality and uneducated.
F. caring for others is worth promoting, but caring for others should be. Under the condition of market economy, we should care about and respect privacy, and privacy issues should not be discussed casually. When talking with outsiders, especially foreigners, we should avoid involving personal privacy and achieve "five don't ask": don't ask about income, age, marriage, health and experience.
2. Three taboos in conversation
A. bad words hurt people. In the process of talking to each other, sometimes it is inevitable that differences will arise. However, no matter how big the differences are, we should remember to respect each other, show them importance and friendship, and never use harsh words to hurt people.
B. when you are half-hearted, look around and show that you are half-hearted. It is very impolite not to pay attention to the right. When talking, we should pay attention to the necessary interaction with the interviewee in ways, methods, expressions, languages and contents. If you smile and nod when the other person interviews you, it means that you have a lot of ideas and the other person feels good.
C. When you speak loudly, you should develop the habit of speaking slowly in Spanish, that is, your voice is low and your speech speed is slow. Don't talk loudly. Speak in a lower voice and slowly, so that the other party can understand and understand. It is very important to respect each other when you speak.