Business knowledge 1. Basic knowledge of business etiquette

Communication Art and Communication Skills Lecture 1 Section 1 Communication Art in Communication Situations 1 Use the title level; 2 when in Rome, do as the Romans do; 3 straighten the position; 4. Focus on each other. Communication is centered on the other party. Business communication emphasizes that customers are God, and it is really good for customers to feel good.

Respect yourself, respect others, and behave properly, and you can properly handle interpersonal relationships. Section 2 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, and the results may be very different from different angles.

For example, people who engage in diplomacy 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 wins or loses, but tell you that it is possible to win, impartial and ambiguous. This is the language feature that makes these people form professionally.

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 the social circle. Four points to see if 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: people will have a sense of self-protection in social situations, and they won't give their private phone numbers, even their mobile phone numbers. Westerners pay special attention to the difference between public affairs and private affairs. If you meet him for the first time to discuss business, you give him your home phone number, which he understands as inviting you to his home. Does he think you are suspected of taking bribes? There are 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 must be preceded by 86, which is the international long-distance area code of China. If not, you have no international customer relationship. If there is no area code, it means that you are only active in this area. 3. The concept of problem-solving skills determines the way out. What kind of thinking, what kind of working state.

4 skills when hanging up, who hangs up first, communication etiquette gives a standardized practice: people with high status hang up first. 5。

The standard order of getting in and out of the elevator (1) When getting in and out of the controlled elevator, the accompanying personnel should be last in and then out, allowing the guests to come in first out. Give the right to choose the direction to people with high status or guests. (2) When entering and leaving the unmanned elevator, the entourage should go in first and then come out and control the switch button.

The second lecture focuses on etiquette in communication. Section 1: Correct Position and Attitude (1) Correct Position and Attitude. First of all, we must correct our position and attitude when 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 and respects the guests. But if I am a guest, I will also emphasize that the guest is convenient for the host.

Interpersonal relationship is interactive, so you need to correct your position and attitude. (2) Conversation taboo 1 Avoid interrupting each other's conversation. The superior can interrupt the subordinate and the elder can interrupt the subordinate. Equal people have no right to interrupt each other'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 complementing each other. If the two sides of the conversation are equal and familiar with each other, sometimes it is ok to supplement each other's conversation appropriately, but they must not complement each other at the negotiating table.

3. Avoiding correcting each other and respecting others means respecting each other's choices. In addition to the right and wrong questions, we must answer them clearly. General questions in interpersonal communication should not be debated with each other casually, let alone judged casually, because right and wrong are relative, and it is difficult to tell who is right and who is wrong in some questions.

For example, avoid questioning each other's casual doubts about what others say. The so-called defensive heart is indispensable. It's not impossible to question each other, but you can't write it on your face. This is very important.

If you don't pay attention, you can easily get into trouble. Section 2 Three Elements of Communication (1) Three Elements of Communication 1 Communication; 2 cognition; 3 Interaction (2) Five Taboos at the Table 1 Smoking; 2. Help others with food; 3 persuade wine; 4 organize clothes; 5 Eating makes noise (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; A man wears nothing around his waist. Lecture 3 Etiquette Interaction in Communication Section 1 Role Orientation 1 What should you do? 2 Look at the object and talk about the rules. Etiquette is a variety of rules.

One of its important characteristics is "which mountain to sing what song", which is the basic requirement of communication etiquette and communication art, paying attention to etiquette, emphasizing objects and rules.

Example 3 Vehicle Rank Arrangement (1) Vehicles participating in official activities generally belong to the unit, and drivers are generally full-time drivers. As far as a two-row car is concerned, the upper seat of the car at official reception refers to the right seat in the back row, that is, the inclined 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 guided by the secretary, translator, bodyguard, guard, office director or director. (2) The second social situation 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. (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 more concealed and has a higher safety factor. Section 2 Two-way communication (1) Two-way communication means 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 consciousness of two-way communication, the most important thing is to ask.

2. What is the common sense of business etiquette?

? 1, Manners and Etiquettes: Manners and Etiquettes are the expression of self-sincerity, and a person's external behavior can directly show his attitude. Be polite to others, be natural and graceful, observe the general etiquette of advancing and retreating, and try to avoid all kinds of impolite and uncivilized habits.

2. Speech etiquette:? Recognize your identity when you speak. Anyone who speaks on any occasion has his own specific identity. This identity is their "role status" at that time. For example, in your own home, you are the father or mother of your child and you are the son or daughter of your parents. It is not appropriate to talk to the elderly or elders in the tone of speaking to children, because it is impolite and "inappropriate".

3. Meeting etiquette: In business communication, we should pay attention to the etiquette when meeting. As mentioned earlier, the first impression is very important. A young lady shook hands with a gentleman when talking about an event in daily life. Some women think they are very ladylike and polite, but in fact they are just the opposite, rude, inexperienced and not elegant enough. Shake hands. It takes 2 kilograms to shake hands. Several Important Details of Meeting Etiquette

4、? Telephone etiquette: Answer the phone in time: Generally speaking, in the office, you should answer the phone before it rings three times, and apologize after it rings six times: "Sorry to keep you waiting." If the receiver is doing an important thing and cannot reply in time, the receiver should give an appropriate explanation. If you don't answer the phone in time, apologize, or even be extremely impatient, it is extremely impolite. Answering the phone as early as possible will leave a good impression on the other party and make the other party feel that they are valued.

5, introduction etiquette: introduce yourself, first try to hand in your business card and then introduce yourself. Self-introduction should be simple and clear, generally within 1 minute, the content is standardized, and you should say what you need to say according to the occasion. ? Introduce others: First, who should be the introducer? Different references will treat guests differently. It should be introduced by someone at the highest level of the host. The second is the order of introduction, "honour person last". Male first, female first, young first, master first, guest first, young first. If there are many people on both sides, start with the person with the highest position on the host's side.

The purpose of business etiquette

1. To improve personal accomplishment, Bill Gates said that "enterprise competition is the competition of employees' quality", and then to enterprises, it is the competition of corporate image, in which academic qualifications reflect details and details highlight quality.

It facilitates our personal communication and entertainment. We will meet different people in business communication, so we should pay attention to art in how to communicate with different people, for example, praising people should pay attention to art, otherwise even praising people will make people feel uncomfortable.

3, help to maintain the corporate image. In commercial communication, the individual represents the whole, the personal image represents the corporate image, and what the individual does is the typical living advertisement of this enterprise. Every move, every word and deed speaks louder than silence.

3. Common sense of business etiquette in China

Original publisher: * * *

Common sense of business etiquette in China Part I: Common sense of business etiquette Part I: Basic knowledge of business etiquette 1. Business etiquette is a communicative art that should be observed in business communication. Pay attention to the rules of communication in business communication. Without rules, Fiona Fang cannot be achieved. Business etiquette is the rule. 2. Basic reasons for business etiquette: 1) Improve personal quality 2) Facilitate communication and entertainment 3) Help to maintain corporate image 3. Business etiquette is defined as "artistic reasons for business people to communicate: ① Business etiquette emphasizes" operability "② Business people's working ability. Basic concepts of business communication 1. Respect type: 1) Know how to respect others. 2) Being good at expression emphasizes that being good at expression in interpersonal relationships means pointing out that: ① Respect should communicate with others; ② Respect language, appearance, clothes, etc. 3. Formal norms: it is about rules. The so-called "no rules, no Fiona Fang". Coordination among the three: causality, respect is the starting point, respect is the key to express, so be good at expressing. If the expression is to have results, it is necessary to emphasize the form and demand formal norms-maintaining self-esteem and showing respect to the people who communicate. 1. Introduce yourself. 1. There are two kinds of introductions in official communication: 1. Introduce yourself; The second kind-introduce others. 1. There are four points to pay attention to when introducing yourself. A. It's best to hand in your business card before the introduction. When exchanging business cards, there is a question of timing. Hand it over as soon as you meet, and then repeat your name. B. the time for self-introduction should be short, and the shorter the better. Generally, you can completely introduce yourself in half a minute. You are well trained. C. the content should be comprehensive. Self-introduction generally includes four contents: unit, department, position and name. Well-trained, in one go. D. if the name of the unit and department

4. Common sense of business assistants

1, proficient in using all kinds of office software and office equipment;

2. Have certain business experience and be able to handle all kinds of contract texts and bidding work;

3. Strong writing skills, able to write various business documents;

4. Have certain legal knowledge and be familiar with business etiquette;

5. Positive work, serious attitude, good interpersonal communication skills and team spirit;

6. Able to work under certain intensity and pressure;

7. Familiar with ERP system.

8. A certificate of budgetary estimate is preferred.

Job description:

1, responsible for the statistics and analysis of the company's business data;

2. Assist the sales staff to handle daily affairs, and make external contact and coordination; Complete initial customer consultation service.

3. Assist the department manager to complete all kinds of bidding work of the company.

4, responsible for the preparation of the contract text and the subsequent implementation of the contract; Number, file and save the existing contracts.

5. Be responsible for the collection, storage, safekeeping and handling of quality documents and records of the Marketing Department.

6. Assist the sales staff to complete the tracking and collection of accounts receivable.

7. Manage and archive the internal data of the marketing department.

5. What is business common sense?

"Look at it for five years, think about it for three years, and do it well for one or two years", "Direction is more important than speed", "Most China enterprises' business models are not centered on their own unique technologies and products, nor on their own real user groups, but on the weaknesses of their main competitors". This book is quite rich in content and is a good reader to understand the current business model and successful enterprise cases. This book covers the environment, mode, entrepreneur's personality and business ethics in the business field, which is of great reference value to entrepreneurs and current economic researchers. However, compared with the concept of topic expression, the content of feeling is not systematic. Sometimes it feels complicated. The depth of thought can be expanded. This may have a lot to do with the writer's background as a financial media reporter. However, it is still a business book worth reading in the near future!

6. Basic knowledge of etiquette

Basic knowledge of business etiquette. Eating with foreigners is "three noes": first, you can't decorate yourself in public; Second, you can't persuade each other to drink food, and you can't force others to eat; Third, you can't make a sound when eating.

Second, the way to call the roll when eating or having a meeting: The correct way is to point up "one", "two" and "three" with your palm instead of pointing down or pointing with your fingers. Because palm down means arrogance; Pointing with your fingers smacks of condemnation.

Third, women are not allowed to wear professional skirts: first, they are not allowed to wear black leather skirts, which is an international practice and gives people an indecent impression; Second, you can't go barefoot on formal occasions, because it's not beautiful, and a little problem with your feet is even more ugly. Third, there must be no damage. Look far at the head, feet and waist; Fourth, you can't wear casual shoes in skirts, but socks with sandals and socks. You can wear sandals that don't show your toes before and your heels after you wear formal clothes. Fifth, the hair can't be too long and can't be scattered at will. Hair can be rolled up and tied up without dyeing.

Fourth, women look at the head and men look at the waist. What does "men look at their waists" mean? Men look at their waists, which means that in formal occasions, men can't hang things on their waists. Five, the "three-color principle", "trinity rule" and "three taboos" for men to wear suits: 1, three-color principle: it means that the color of the whole body is limited to three colors, and three colors refer to three major color systems; 2, the trinity law: probably three parts of the body: shoes, belts, briefcases. If these three places are the same color, they are generally black; 3. Three bogeys: The first bogey trademark must be removed; The second taboo is about socks, which refers to the color and texture of socks. On formal occasions, * * * nylon * * *, * * white socks, socks should be the same color as shoes or other dark socks are better; The third taboo refers to the tie problem, mainly refers to the requirements of texture and color.

Wear casual clothes, short sleeves and no tie, jacket and no tie. The length of the tie should be that the arrow of the tie is on the upper edge of the belt buckle.

6. What do you mean by "having three receptions"? In other words, there are three words to say at the reception. First, there are greetings, that is, you should take the initiative to say hello; The second is to ask and answer; The third is to make a sound. Seven, what is the five sentences of civilization: The first sentence is the greeting "Hello"; The second sentence is the request language "please"; The third sentence is "thank you"; The fourth sentence is an apology "I'm sorry"; The fifth sentence is goodbye.

Eight, what is enthusiasm three: 1, eye to eye, otherwise, your courtesy will not be felt by others. Be friendly when looking at others, know how to look, and pay attention to your own eyes. It usually depends on the head. Look at your eyes when you emphasize the main points, generally don't look at the middle, especially the bottom.

Men and women, elders and customers should not look down from above, but should look up when necessary. 2, mouth to mouth-first of all, speak Mandarin, which is the embodiment of the level of civilization, is the embodiment of the level of education of employees.

If you can't say it well, you should say it to facilitate communication. The second is to understand that it varies from person to person and from thing to thing.

For example, if you pay a fine and the other party says "Welcome", will you be happy to come again next time? 3, meaning-that is, meaning to show friendship and enthusiasm, can not be expressionless, as cold as ice. Nine, there are six topics that should not be involved in business communication: 1, not criticizing the country and * * *; 2, can't involve the secrets of the country and industry; 3. Can't get involved in each other's internal affairs; 4. Don't speak ill of leaders, colleagues and peers behind their backs (those who love to say right and wrong must be right and wrong); 5, not to mention the problem of low style, cultivated; 6, does not involve personal problems, care should be moderate, excessive care is a kind of harm.

Speak professionally and don't ask personal questions: first, don't ask about income; Second, don't ask about age; Third, don't ask about marriage and family; Fourth, don't ask health questions; Fifth, don't ask about experience. X. Six elements of personal image: 1. Instrument: appearance.

The focus is on the head and hands, and the head and hands are very important. Nose hair should not be too long, and there should be no dandruff. Generally, you should comb your clothes before you wear them.

You can't smell the strange smell. Men's hair should not be too long.

2. Expression: Expression is the second language of human beings. It should match the language, be natural and not fake. Look friendly, not hostile. 3, manners and actions: to have grace, grace is elegant behavior.

Behave in a civilized manner, stand and sit, and don't mess around. 4, clothing: clothing also represents a person's cultivation.

Therefore, clothing is a key issue in business communication. First of all, it should be suitable for your identity and position.

Secondly, different clothes should be matched together to give people a harmonious aesthetic feeling. 5. Speaking: It's language. To speak ordinary language, you must first lower your voice. Don't talk too loudly when you make a phone call or speak. Too loud will appear uncultured.

Second, choose the content carefully. From the bottom of my heart, first of all, I want to know what to say and what not to say.

Thirdly, it is very important to use polite language in business communication. 6. Treat people with things: There are three basic things that are related to your image and your corporate life.

The first is honesty; The second is to abide by the law; The third is punctuality. Time is life, and time is benefit.

Xi. Westerners don't eat six: 1, and don't eat animal viscera; 2. Do not eat the heads and feet of animals; 3. Do not eat pets, especially cats and dogs; 4, can't eat rare animals; 5, do not eat freshwater fish, freshwater fish have earthy smell; 6, do not eat fish, snakes, eels, etc. No phosphorus and fins. Twelve, the conversation "three are not allowed": 1, don't interrupt others; 2. Don't add it easily; 3. Don't correct each other at will.

Thirteen, the role of business etiquette: internal quality, external image. Fourteen, three points of enterprise management: 1, no noise in the environment; 2. Staff dress code; 3. The distance is measured.

Especially between men and women should not be too close. Business etiquette tells us that the normal distance of interpersonal communication has four requirements: (1) personal distance, within half a meter; (2) Conventional distance (communication distance), between half a meter and one meter; Etiquette distance (respect distance), for elders and leaders, between one meter and three meters, is to maintain dignity; * * * distance (called distance.

7. Basic knowledge of doing business

1. Your interest: From the selection and positioning of the project to the specific operation, you have carried out a series of investigation and planning, which is in line with your own ability and actual situation. It is a good choice to find a project that suits your interests.

2, your major: Ma Yun said, don't want to do everything, then you can't do anything well! The production and business activities of entrepreneurs are professional products or services provided to the society. They must have enough consumer groups or stable customer groups, and must ensure that the products or services they produce and operate are "value for money and genuine". Let consumers enjoy the same social product functions while reducing the use cost, or let customers get more advanced product functions at the same use cost, which requires a kind of professionalism.

3, your positioning: positioning determines life. First of all, the entrepreneur's mentality depends on his own evaluation to some extent. Your position in your mind is you. If you are unrealistic, or you don't have a healthy attitude, you won't succeed. Secondly, your enterprise positioning, product positioning and brand positioning must also be accurate.

4. Your model: There is no unique profit model in the world, and even the most successful business model may not be suitable for you. In fact, any project can make money, just depending on who does it and how. Therefore, finding a suitable business model will become the premise of sustained and stable operation.

5. Your strategy: A person's pattern and pragmatic degree ultimately determine his career development height. Has the expected strategy become a reality? Is the goal set by the strategy correct? We should find these answers in the future entrepreneurial practice.

6. Your management: Management is an investment of knowledge and wisdom, and it is a regular investment other than registered capital. The business performance of an enterprise depends largely on the success or failure of past management, while the future business performance of the company depends on the current management performance.

7. Your capital: Your capital must be very limited. Entrepreneurs must not use more than 50% of their ability to finance, otherwise they will be psychologically prepared to take risks. Therefore, we should always compare the actual return on investment with the expected return on investment, so as to control the risk.

8. Your team: People are not good or bad, only suitable or not. In their own posts, different people should have corresponding standards and conditions to pay. Therefore, we should always compare the specific performance of employees with the expected work performance.

9. Your decision: If people want to be great, they must surpass themselves. If enterprises want to be big, they must sublimate from "self" to "self". You can have no foresight, but you must have your own opinions. When making a decision, you should always compare the actual result with the expectation.

10, your noble: the so-called noble must be someone who can help you, but also someone who can't be met, just like a gift falling from the sky. To start a business, you should learn to find noble people, classmates, peers and colleagues ... Only kindness can bring good results. Whether we are superstitious or not, at least we should cherish this kind of good work and be kind and grateful to our noble people. Otherwise, it is no different from giving up your chance. It is an important factor for a person to succeed in starting a business to be a noble person of others first, to actively help others in a directional way and to make appropriate contributions.

8. Basic knowledge of etiquette

Etiquette in static etiquette is mainly reflected in standing, sitting and expression. Standing posture should be solemn, straight, beautiful and natural. On this basis, the salesman should also pay attention to the fact that standing and sitting can not give customers a sense of oppression. The distance between the salesman and the customer is less than half a meter, thinking that this is a friendly and intimate performance with the customer. As everyone knows, this gives customers a sense of oppression, which is actually not conducive to establishing a harmonious relationship with customers. Generally, we keep a distance of 1.2-3.6 meters from our customers when promoting sales, but we can be closer to our customers when demonstrating products, but it must not be less than half a meter. The distance scale of standing should be reasonably controlled by the salesman himself, and it should be intimate. In addition to the familiar smile service, sales staff should pay more attention to the use of eyes. It is very impolite for the salesperson in the case to walk into someone's house, look around and stare at the customer for a long time when talking to the customer. Many students reported after the internship that they didn't know where to put their eyes when communicating with customers, and they were embarrassed to look at customers all the time. What should I do if I don't look at my customers and feel rude? Salesmen should pay attention to "scattered vision" when using their eyes in the process of sales promotion, that is, their eyes should be gently sprinkled on each other's faces instead of staring at a certain point. How? Here we will introduce you to the gazing area. (Write on the blackboard: draw an avatar to explain the three areas of gaze) Now we know that when selling to customers, our eyes should be sincere and natural, and we can also show respect, friendliness and relaxation through gazing at different areas at different stages of sales promotion. For example, when you say hello and say goodbye politely, you can stay in the social gaze area, giving people a relaxed pleasure. When it comes to the price performance of goods, it is more serious to look at the official gaze area of the other party and let the other party feel your sincerity. In the whole sales promotion process, eyes should always keep in touch, and it is generally appropriate to spend no less than one-third of the time with eyes. When the other person is silent, you should look away to avoid embarrassment.

B) Dynamic etiquette: Dynamic etiquette is mainly manifested in the language and behavior in sales promotion. Language etiquette is reflected in the whole promotion process. As the saying goes, "a good word warms three winters, and a bad word hurts people in June." You must use honorific words and elegant language when selling. If you introduce yourself, you should be modest, concise and polite. There is nothing wrong with the salesman in the case saying his name, but then he said, "I am in charge of this sales work", which doesn't sound so attractive and doesn't meet the requirements of modest and elegant language. In fact, if you change a few words a little, the effect will be completely different. "I am in charge of the promotion business in this area" feels much more elegant and steady. So, if you were a salesperson, how would you make the opening remarks? Furthermore, we should pay attention to controlling the speed and intonation when speaking. Speak slowly so that customers can hear clearly; Pronunciation and intonation are soft, try to use rising tone. We find that the use of falling tone at the end has a condescending tone, which will give customers a feeling of being forced to watch; The use of rising tone makes listeners feel respected and gives customers the initiative to watch. Language etiquette is also manifested in how to introduce goods realistically and keep promises in sales promotion. Salespeople who are "what they look like" should pay more attention to the behavior etiquette in dynamic etiquette. It is very important to be reflected in many small details of promotion. Many salespeople pay great attention to appearance and wording in conversation, but they don't care about some small moves. For example, door-to-door sales knocking, although knocking is a small move, but also has its norms. The correct knocking sound is neither urgent nor slow, neither heavy nor light. Tap the middle finger three times to pause, and then tap three times. Another example is sending business cards. As we all know, when handing business cards, you must hand them to each other. The salesman also used this method just now. However, one thing is that the gesture is too low to fully reflect the respect for customers. The correct posture is to shoot on both sides of the waist. It is inappropriate to be too humble above the waist and too casual below the waist. For another example, products must be displayed in promotional activities, and the salesman in the case casually threw his products on the table for customers to watch. This action is not only disrespectful to customers, but also disrespectful to goods. When displaying goods, customers should feel the value and weight of goods through careful care of them. There are also etiquette rules when saying goodbye to customers. If the sales promotion is unsuccessful, will you go out with your back to the customer or face the customer? It should be customer-oriented, that is to say, when you go out, you should walk backwards, say goodbye to the customer with a smile, then close the door gently and insist on saying goodbye to the customer politely, which not only leaves a good impression on the customer, but also lays the foundation for possible re-promotion in the future. In this case, it is totally undesirable for a salesman to slam the door.

There are many manners in commodity promotion. In short, no matter what etiquette is used, the basic principles of enthusiasm, sincerity and credibility should be reflected everywhere.