商务礼仪期末复习资料.docx
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商务礼仪期末复习资料.docx
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商务礼仪期末复习资料
InternationalBusinessEtiquette
学这门课程的意义
1.Etiquettemistakescanresultinlostjobs,lostsales,andpoorworkingrelationships.
2.Thosewhopracticebusinessetiquettearerespectedandrecognizedfortheirprofessionalism.
3.Maneuveringsuccessfullyincross-culturalsituationscansaveyourcareer-embarrassingfauxpas.
4.Basicbusinessetiquetteisexpected,butrarelytaught.
5.Thiscourseismodule-basedandaddressesculturalissuesofmorethando’sanddon’tsofbusinesssituationsinanumberofmajorcountries.
6.Itisacourseabouthowyoucan“doastheRomansdo
7.Tohelpyoutoovercomeanyhesitationyoumayhaveaboutdoingtherightthingintherightsituationattherighttime;
Sixteenth-centurytablemanners
Cutandcleanyourfingernailsbeforedining.
Don’tpickyournosewhileeating.
Don’tthrowbonesyouhavechewedonbackintothepot.Laythemonthetableorthrowthemonthefloor.
Useonlythreefingerstoreachintothepot,notyourwholehand.
Takethefirstpieceofmeatyoutouch
Don’tcleanyourteethwithknife.
Don’tlickgreasyfingersorwipethemonyourcoat;usethetableclothinstead.
Seventeenth-centurytablemanners
Eatonlywithyourthumb,index,andmiddlefinger.
Ifyouarenotusingyourknifetoeat,keepitinitssheath.
Keepyourelbowsoffthetable.
Don’tpickyourteethwithyourknifewhilesittingatthetable.
Nineteenth-centurytablemanners
Don’ttuckyournapkinunderyourchinorspreadituponyourbreast;don’tspreadyournapkinoveryourlap;letitfalloveryourknee.
Don’teatfromtheendofyourspoon;eatfromtheside.
Don’tgurgle,drawinyourbreath,ormakeothernoisewheneatingsoup;don’taskforasecondserviceofsoup.
Don’teatvegetableswithaspoon;eatthemwithafork.
Don’tleaveyourknifeandforkonyourplatewhenyousentitforasecondsupply.
Dinnerconversation
Whenfoodwasnolongerdevouredsimplyforsurvival,eatingbecameasocialactivity.Freedfromthefearofstarvation,theEgyptians,Greeks,andRomansconsidereditpolitetovisitandevenenjoyalittleentertainmentbefore,duringandafterdining.Itsoonbecameanacceptedbeliefthatenjoyableconversationhelpedwiththedigestionofthemealandthatfoodwasmeanttobeenjoyed.
⏹Shakinghands
Thepracticeofextendingandshakingtherighthandwhengreetingoneanotherdatesbacktomedievaltimes.Inthosedays,mencarriedknivesthatfunctionedbothasaneatingutensilandasaweapon.Becauseanyoneyoumetcouldbeathreat,itbecameacommonpracticetoextendyouropenhandasanonthreateninggestureofgreeting,showingthatyoucameinpeace.
⏹Thetoast
Inofferingatoast,thechaliceswere“clinked”togethervigorouslysothatthecontentsofonechalicewouldsloshintotheother.Thesimplegestureshowedthatthepersonproposingthetoasthadnotpoisonedthedrink,anditwassafeforbothpartiestodrink.
Raisingcupsinhonorofanotherpersonwasoriginallycalled“health.”Legendhasitthatapieceofbreadwasoftenplacedontopofthesehonorarydrinks—hencetheword“toast.”
⏹Sidewalkmanners
Beforetheageofindoorplumbing,potsofdirtywaterandotherrefuseweresimplythrownoutthewindow.Thepersonwalkingnexttothebuildingwasrarelydrenched;thepersonnexttothestreetwasoftennotsolucky.Goodmannersinstructedgentlementoprotectladiesfromsuchunpleasantsurprisesand,thus,themanwalkednexttothestreet.
⏹Sleevebuttons
Atonetime,itwascommonpracticetouseyourcoatsleevetowipeyourmouthwheneating.Astherulesofetiquettedeveloped,buttonsweresewnontosleevesasaremindertousenapkins.Thebuttonswouldcausesharprapsonoffenders’nosesiftheyusedtheirsleevesacrosstheirmouths.
⏹Pineapples
Legendhaditthat,afterreturningfromavoyage,NewEnglandseacaptainsspearedapineappleontheirongatesinfrontoftheirhomestoletitbeknownthattheywerehomeandallwerewelcometovisit.ThepineappleassincebeenknownassymbolofhospitalityandisstillusedassuchinthenortheastregionoftheUnitedStates.
什么是国际商务礼仪?
Etiquetteisasetofpracticesandformswhicharefollowedinawidevarietyofsituations;
manypeopleconsiderittobeabranchofgeneralsocialbehavior.
Eachsocietyhasitsowndistinctetiquette,andvariouscultureswithinasocietyalsohavetheirownrulesandsocialnorms.
DoingtheRightthingattheRighttimeontheRightoccasioninordertobeabletomakeotherpeoplefeelthesenseofConvenience,Comfort,andCourtesy.
Enjoythe“international”partofbusinessrelationshipsbyrecognizingtheuniquenessofthesetting.
Planyourschedule.Beawareofidiomsandjargonwhencommunicating.
•Asiancountries:
Bowingisinorderbutdon’tmakeashowofit.
•Mediterranean地中海countries:
Kissingonbothcheeksratherthanshakinghandsmaybeappropriateatthefirstmeeting.
•LatinAmericancountries:
Don’tbesurprisedifyouaregreetedwithastrongembraceratherthanahandshake.
•MiddleEasterncountries:
Ahandshakebetweenmenisinorder,butprepareforittobeverylimp.
Smile:
Asmilecanbeinterpretedasbeingdisrespectfuloroverlycasual,avoidthejovial,glad-to-meet-youapproachwhengreetingmembersofnon-Westernculturesforthefirsttime.
Eyecontact:
Asianonesmayviewthisgestureasshowingdisrespect,orevenhostility,duringinitialgreetings.
Headtoss:
Thereare38differentmeaningsfortheheadtoss.
Rankandstatus:
Payattentiontocuessuchasdress,officespaceanddecorations,andpositionwithintheorganization.
宗教与节日的注意
Learnafewbasicsaboutthepredominantreligions.
Payparticularattentiontotime,aswellasdaysoftheweek,whenbusinessactivitiesshouldbeavoided.
Notereligiousholidays.Suchasfeastofpatronsaints,Ramadan,theChineseNewYearandsummerholidays.
Gesturesthatyoumaybeaccustomedtousing—like“okaysign,”“thumbsup,”“Vforvictory,”andbeckoningwithacrookedfinger—couldbeconsideredinsulting,dependingoncountries.
PointingwiththeindexfingerandtouchingsomeonewiththelefthandwouldbeconsideredimpoliteinArabculture.
ShowingthesoleofyourshoestoanyoneinmanyBuddhistandIslamiccountriesisconsideredaninsult.
Noddingyourheadupanddownmeans“no”inBulgaria.
Puttingyourhandsonyouhipscouldbeconsideredrudeorhostileinthewrongsetting,forexample,inArgentina,itwouldbeconsideredachallenge.
美国商务礼仪
Theimportanceofpunctuality
Onnon-businessoccasions,mostAmericansexpectthatguestswillarriveattheappointedtimeorperhapsafewminuteslater.
Inthecaseofattendingameeting,arriveontime---nottooearly,andcertainlynotlate.
Wheninvitedtoacocktailparty,it’susuallypermissibletoarriveafewminuteslate.
Mostmeetingspecialistswarnstronglyagainstarrivingmorethanafewminutesearly
CominginLate
Ifyouknowyouwillbetardybecauseoftrafficjamsorwhatever,tellthemeetingorganizerassoonasyoucan.
Ifyouaredelayedonthewaytoameeting,trytocallahead.
Ifyoucannotcall,thendoeverythingpossibletogetthereasquicklyasyoucan.
穿衣讲究:
makeagoodimpression
Thewayyoudressisthesinglebiggestnonverbalcommunicationyoumakeaboutyourself.
Yourdressconveyssuccess,trustworthiness,intelligenceandsuitability.
Learntowardstheconservativesideofstyle.Avoidloudcolorsandprintedfabrics
Makesureyourclothesarenicelypressed.Bringanextratie,shirtorpanty-hosejustincase
男士的穿搭
Conservativedarksuit,navyblueormediumtodarkgray.
Longsleevedblueorwhiteshirt.BlackdresssocksDarkpolishedshoesandmatchingbelt
女士的穿搭
Darkconservativesuit.Twopiece1or2buttonjacketandkneelengthskirt.
Whiteorlightcoloredlongsleevedblousethatisnotsheer.
Blackwellpolishedshoeswith1to1½inchheels.Naturaltoneorsheerblackpantyhose.
Limitedconservativejewelry.Jewelry–Nobracelets,earringsorlargerings.
Dressingtofitinatyourcompany
Dressingtomeettheexpectationsofthosewithwhomyoudobusiness.
公共场合的行为:
Toshowapproval,therearetwocommongestures:
the“O.K.”sign,formedbymakingacircleofthethumbandindexfinger,andthe“thumbsup”sign,formedbymakingafistandpointingthethumbupward.
Thebackslapissometimesusedasasignoffriendship,camaraderie(同志情谊).
Informalbusinesssituations,you'readvisedtomaintaingoodpostureandalesscasualpose.
Crossinglegs(kneeoverknee)isnotconsideredarrogant,asinothercultures.IntheU.S.thispositioniscommonandconsideredprofessional.
Whengivinganitemtoanotherperson,it'scommontotossitorhanditoverwithonlyonehand.
Gift-givingEtiquette
Inthissection,youshouldbeabletoDifferentiatebetweenprofessionalgiftsandpersonalgifts
MakearightchoiceforbusinessgiftsPresentgiftsappropriately
Ticketstoaneventareappropriatebutairplaneticketsarenot.
Giftsofperfume,roses,orlingerie(女内衣)haveobviousromanticovertones(暗示)andshouldneverbegiveninabusinessenvironment.
Welcomebusinessgifts
CoffeemugsAppointmentcalendarsPaperweightsPenandpencilsetsT-shirts,andumbrellas
Mostcompaniesallowemployeestoreceivetoken(象征性的)gifts(纪念品)fromcustomersandclients.
Somebusinessesrequirethatanyfoodstuffsreceivedfromoutsidebedividedupandshared.
Beverages
WineorliquorFindingoutwhethertherecipientdrinksWrapthegiftcarefully
Modestymaybeanattractivequalityinothersituations,butneverbelittleagiftyouaregiving
Beaspositiveaspossible
Emphasizethatyouthoughtespeciallyoftherecipientwhenchoosingit.
Giftsmeanmorewhen
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