the first section on communication art in communication situations
1 The use of address is high or low; 2 when in Rome, do as the Romans do; 3 straighten the position; 4 take the other party as the center
Communication takes the other party as the center, and business communication emphasizes that the customer is God, and it is really good for the customer to feel good. Respect yourself and others, and if you show it properly, you can properly handle interpersonal relationships.
communication skills in communication in the second quarter
1 language skills
In modern communication, everyone understands a common sense that "a hundred miles have different styles and customs". Different industries have different requirements. If you look at the problem from different angles, the results may be very different. For example, people engaged in foreign affairs have a characteristic: they speak in moderation. If you ask them: Who do you think will win this game? They won't tell you who will win or who will lose, but tell you that there is a possibility of winning, impartial and ambiguous. This is the language feature that makes these people form by occupation.
For example
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 circles.
Look at the four points of the business card
Whether the business card has been altered: the business card would rather not be given to others than altered. Business cards, like faces, can't be altered casually.
Whether the home phone number is printed or not: people will have a sense of self-protection in social occasions, and private phone numbers are not given, even mobile phone numbers are not given. Westerners pay special attention to the difference between public and private affairs. If you give him your home phone number when you meet him for business talks for the first time, he understands that you are suspected of taking bribes and asking for bribes.
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.
Does the landline number have a country and area code? If you want to do international trade, the landline number should be preceded by 86, which is China's international long-distance area code. If not, it means that you have no international customer relationship. If not, it means that you are only active in this area.
3 Problem-solving skills < p What kind of thinking, what kind of working state.
4 skills of hanging up on the phone
Who hangs up first on the phone, communication etiquette gives a standardized practice: the person with high status hangs up first.
5。 Standard order of getting in and out of the elevator
(1) Getting in and out of the elevator controlled by someone
When getting in and out of the elevator controlled by someone, the escort should go in later and come out later, allowing the guests to go in first and out first. Give the right to choose the direction to the person or guest with high status
(2) When entering or leaving the unmanned elevator
When entering or leaving the unmanned elevator, the accompanying personnel should go in first and then out and control the switch button.
focus on etiquette in communication
correct position and attitude in the first section
(1) correct position and attitude
first of all, we should correct our position and attitude in learning etiquette. If you go abroad, there will be a question, do it according to the rules of your own country or the rules of the host country? In addition, there are human factors. For example, if I am the host, I will emphasize that the host is convenient to the guest and respect the guest. But if I am a guest, I will also emphasize that the guest is convenient to the host. Interpersonal relationship is interactive, so you need to put yourself in a correct position and attitude.
(2) Taboos in conversation
1 Avoid interrupting each other
When the two sides are talking, the superior can interrupt the subordinate, and the elder can interrupt the junior. People with equal status have no right to interrupt each other's conversation. In case you talk to the other person at the same time, you should say "please" and let the other person speak first.
2 don't supplement each other
If the two parties are equal and familiar with each other, sometimes it doesn't matter to supplement each other's conversation properly, but they should never supplement each other at the negotiating table.
3 avoid correcting each other
To respect others is to respect their choices. Except for the question of right and wrong, which must be answered clearly, general questions in interpersonal communication should not be debated with each other casually, and should not be judged casually, because right or wrong is relative, and it is difficult to tell who is right or wrong in some questions.
For example
4 Avoid questioning the other party
Don't casually express doubts about what others say. The so-called defensive heart is indispensable. It is not impossible to question the other party, but it cannot be written on the face. This is very important. If you don't pay attention, you will easily get into trouble.
three elements of communication in the second quarter
(1) three elements of communication
1 communication; 2 cognition; 3 Interaction < P > (2) Five Taboos at the Table < P > 1 Smoking; 2. Help others with food; 3 persuade wine; 4 finishing clothes; 5 eating makes a sound
(3) Precautions for self-decoration in formal occasions
1 The bag is the same color as the shoes; 2 women's makeup should be fresh and natural; 3 men don't wear anything on their waists
The third lesson is etiquette interaction in communication
The first section is role orientation
1 What to do like
2 Look at the object and behave
Etiquette is all kinds of rules. One of its important features is "what songs to sing on which mountain to go", which is the basic requirement of communication etiquette and communication art. Pay attention to etiquette, emphasize the object and pay attention to rules.
For example
3 ranking of cars
(1) Official business
Vehicles participating in activities generally belong to their units, and drivers are usually 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, that 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 attendant seat, where the secretary, translator, bodyguard, guard, office director or director guides the direction.
(2) Socialization
The second situation is called social entertainment. After work, three or five friends go out for dinner activities. At this time, the ownership of the vehicle is generally personal, and the driver is the owner. When the owner is driving, the front seat is the passenger seat, which means equal. In this case, it is not allowed to let the distinguished guests sit in the back seat.
(3) Important guests
The third situation is to receive 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 position is better hidden and has a higher safety factor.
Two-way communication in the second quarter
(1) Two-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 people, most people have the awareness of understanding others, but in business communication and public relations communication, it is not enough to only know each other, and it is more important to have the awareness of being understood by the other party, that is, to have the awareness of expressing yourself. In the consciousness of two-way communication, the most important issue is to understand people and respect them. The premise of respect should be to know each other and let them know about you, otherwise there will be no respect.
(2) Problems to be considered when treating guests
1 The art of treating guests
There are four levels of treating guests. The first level is to have a full stomach, the second level is to eat special features, such as eating roast duck when going to Beijing, and the third level is to eat the environment; The fourth level is eating culture.
2 national dietary taboos
Manchu, Mongolian, Tibetan and Hui people do not eat dog meat, Mongolian people do not eat the viscera of three birds (chicken, duck and goose), Muslims do not eat donkey meat from pigs and dogs, and do not drink alcohol (strictly speaking, not only do not drink alcohol, but also all alcoholic beverages, such as fermented grains), smoke and avoid eating animal blood.
the fourth lecture on etiquette in communication
Section 1 Respect is the foundation
1 Three points of self-esteem
(1) Respect for self; (2) respect your profession; (3) Respect your own unit
2. Respect others
(1) Respect superiors; (2) respect colleagues; (3) respect for subordinates; (4) respect customers; (5) Respect everyone
The second section is good at expressing the issues
to be discussed in
1; 2 elegant topics; 3 relaxed and happy topics; 4 fashionable topics; 5 topics that the other party is good at
Code of Conduct in Section 3
1 Standard length of tie
The standard length of tie is that the lower end of tie is just above the belt buckle.
2. Don't do something
By doing something, I mean to be clear about what I can't do, what I can do and what I must do in communication.
3 Three-color principle of wearing a suit
The so-called suit often refers to a two-piece suit that is popular in western countries, or a three-piece suit with uniform fabrics and uniform colors, which is standardized for men's wear on formal occasions.
section 1: courteous reception
the basic requirements of service etiquette reception are civility, courtesy and enthusiasm. To be civilized, polite and enthusiastic, it is necessary to "entertain guests three times" The so-called "three times of hospitality" refers to the sound of welcoming, asking and answering, and sending out.
1. Come and greet
The meaning of coming and welcoming is to greet the received guests actively, warmly and kindly, and greet each other actively, warmly and kindly.
2 Ask and answer questions
When on duty at my own post, I never tire of answering questions when facing guests. On.
3. There is a sound when you go
When the guest leaves, whether the other party takes the initiative to say goodbye to you or not, whether the two sides negotiate or not, we will follow the principle of starting from beginning to end.
Courtesy in Section 2
1 Greetings
2 Requests
When asking for help, there must be a word' please'.
3 thanks
When you get help, understanding and support from others, you must use thanks!
4 words of apology
when you disturb or neglect others, you need to say "sorry" or "sorry" to them.
5 farewell words
When you say goodbye to your partner, you should take the initiative to say "goodbye!" Take care or walk slowly.
section 3 hospitality
it is not enough to be civilized and polite when receiving guests. More importantly, we should show enthusiasm and sincerity. If we only speak polite language, pay attention to greeting, asking and answering, and seeing off, but lack the necessary enthusiasm, it will give others the feeling of being forced, coerced and impatient. From the perspective of reception etiquette, there are three operational links that must be paid attention to in hospitality, namely, eye-to-eye, mouth-to-mouth, meaning-to-heart.
1 eye contact
The so-called eye contact means that when receiving guests, you must look at each other and pay attention to communicating with each other. When facing guests, we must form the habit of looking at each other with both eyes. It is impolite not to look at each other, but also to look at each other in a perfunctory way. It is even more impolite not to look at each other in a standardized way. Pay attention to whether the length of time you look at each other is appropriate, whether the position is correct, and whether the angle you look at each other shows respect and friendliness, because it is very rude to squint at each other or scan each other in all directions.
2. Make sure that the other party can hear and understand the words of hospitality, otherwise it will be futile. There are two main meanings of "oral access":
(1) Linguistic accessibility
The first meaning of oral access is linguistic accessibility. Using Putonghua is a basic quality that must be paid attention to when receiving domestic guests. Whether you can speak Mandarin or not is not only a matter of personal quality, but also a matter of service awareness and the degree of opening up of a unit, so it 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.
(2) Speaking in place
The second meaning is that when communicating with others, you should speak in place to avoid the problem of communication disconnection, that is, what you say is different from what the other person understands. If a customer goes to the bank to pay a fine for violation of regulations, after paying the fine, the lady still uses the polite expression "welcome to come again". How will the customer feel at this time? This is the problem of mouth to mouth. It is very important to speak any polite and civilized language according to different people.
3 means
When entertaining guests, the best expression should be natural and generous. It means that the expression and manner should be warm, friendly and focused. Specifically, it means that there are the following requirements:
(1) The expression and manner are natural
Usually, the expression is natural, which means that we are well informed, don't panic when getting cold feet, and the expression is too serious. In fact, it is suspected of stage fright and inappropriate. However, at a critical juncture, a very important juncture and an unexpected event, it is another matter.
(2) Pay attention to the interaction with the communication object
Expression should pay attention to the interaction with the communication object, that is, your expression should be appropriate to the other person's expression, and you should not be unhappy when the other person is happy, and you should never be happy when the other person is unhappy. Never change with an expression, such as a smile.
(3) Expression is generous
Expression should be natural and graceful, neither supercilious nor supercilious. This expression 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.
Summary of this lecture
Business reception is a regular job of professional managers. In today's booming economy, business activities with each other are becoming more frequent, and the reception work is more standardized with the enhancement of the company's image consciousness. The reception etiquette used at this time requires the host to be civilized, polite and enthusiastic. If the business reception work is rigorous, enthusiastic, thoughtful and meticulous in etiquette, it will greatly deepen the understanding of the company, thus enhancing the confidence of cooperation with the company and promoting the business development of both parties.
The sixth lecture on public relations and social etiquette
Section 1 dress etiquette
(1) Six taboos for business people to dress in the workplace
Wear sandals instead of socks, and only wear socks when they are sick
1 Too bright
2 Too messy
The messy dress can easily leave a bad impression on people and easily make customers doubt about the standardization of enterprises.
3 is too exposed
4 is too transparent
5 is too short
6 is too tight
(2) Precautions for business people in the workplace
1 conforms to their identity
2 fosters strengths and avoids weaknesses
(1) distinguishes occasions
In daily work and life, the dress of business people should vary from occasion to occasion, so as to remain unchanged. Business people should choose different clothes on different occasions to show their identity, education and taste. Generally speaking, business people are involved in three occasions: official occasions, social occasions and leisure occasions.
(2) Official occasions
The so-called official occasions refer to when performing official duties.