商務(wù)禮儀常識(shí)

1、Etiquette in Business NegotiationGroup 1：董閆帥琪 袁森 茹國(guó)宇 陳宇航1IntroductionWhat is Etiquette?Etiquette is a code of behavior that delineates expectations for social behavior according to contemporary conventional norms within a society, social class, or group. The French word tiquette, literally signifyin

2、g a tag or label, first appeared in English around 1750. Wikipedia2IntroductionThe two goals of negotiations: 1.Creating strong deals2.Building good relationshipEtiquette plays an important role in helping achieve the goals. 3IntroductionEtiquette is much more than just knowing where the soup spoon

3、goes. Etiquette means behaving yourself a little better than is absolutely essential.Manners are different all across the world respect them and be interested.4IntroductionRules that allow us to interact in a civilized fashionCode of behavior that is grounded in common sense and cultural normsManner

4、s matter in the workplaceWhat Is Business Etiquette? Good EtiquettePoor Etiquette5ContentsMeeting etiquettes1Dinner party etiquette2Dress Etiquette3Etiquette of signing agreement46Business Meeting Etiquette Informal MeetingBusinessMeetingFormal Meeting7Informal MeetingMeeting callingthe most senior

5、or the one with the most direct or urgent interest in the topicdecide the time, place and agendaCommunicate beforehand: The objective 1.The expected duration 2.Items expected to be discussed 8Informal MeetingChairs responsibilitiesMake the purpose and time span of the meeting clear, and preparation

6、of documentsensure the meeting is kept as short and effective as possibleappoint someone to record the proceedings and the major decisions or action points9Informal MeetingMeeting mannersIf the results of the meeting have an effect on others who were not present, inform themPunctuality is a must.10F

7、ormal MeetingPreparationsHandouts should be delivered at least three days prior to the meetingDress well and arrive in good time.Always remember to switch off mobile phone.11Formal MeetingMeeting openingIf there is an established seating pattern, accept it. If you are unsure, ask.Acknowledge any int

8、roductions or opening remarks with a brief recognition of the chair and other participants.When discussions are under way it is good business etiquette to allow more senior figures to contribute first.12Formal MeetingMeeting discussionNever interrupt anyone. Note what has been said and return to it

9、later with the chairs permissionWhen speaking, be brief and ensure what you say is relevantAlways address the chair unless it is clear that others are not doing soKeep the meeting information confidential13 Meeting etiquettes in different cultures BrazilIndonesiaRussiaNew ZealandJapanMeeting etiquet

10、tes14Meeting etiquettes in different cultures BrazilMake appointments at least two weeks in advance. Be prepared to commit long term resources (both in time and money) toward establishing strong relationships in Brazil. Some regions have a casualness about both time and work. 15Meeting etiquettes in

11、 different cultures IndonesiaBe on time for any meetings and never make any comment about the meeting starting late or any person arriving late. Never stand with your back to an elderly person or a high ranking official. Always rise when your host/hostess enters the room.16Meeting etiquettes in diff

12、erent cultures RussiaBe on time to all business appointments. Do not expect an apology from a late Russian, and do not demonstrate any kind of attitude if your business appointments begin one or two hours late. Social events are more relaxed. It is acceptable for foreigners to be 15 to 30 minutes la

13、te.Russians are known as great sitters during negotiations, this demonstrates their tremendous patience. 17Meeting etiquettes in different cultures New ZealandAlways be on time or early for all appointments. Punctuality is part of the culture. Maintain a reserved, formal demeanor, especially when fi

14、rst meeting someone. Normal business hours are Monday Friday 8:30am-5:00pm and Saturday 9:00am-12:30pm.18Meeting etiquettes in different cultures JapanBusiness card Japanese give and receive business card with both hands. Present the card with the Japanese language side up. Do not write on the card.

15、 Do not put the card in you pocket or wallet. Upon receipt of the card, it is important to examine the card carefully as a show of respect. The customary greeting is the bow. If you are greeted with a bow, return with a bow as low as the one you received.The business card should be given after the b

16、ow.19Meeting etiquettes in different cultures New ZealandAlways be on time or early for all appointments. Punctuality is part of the culture. Maintain a reserved, formal demeanor, especially when first meeting someone. Normal business hours are Monday Friday 8:30am-5:00pm and Saturday 9:00am-12:30pm

17、.20Dinner party etiquetteSome details prior to commencement of the dinner party :Upon invitation (inform the host of your decision)Being time conscious (arrive on time or early)On arrival (take off your hat and overcoat)Seating (take the seat assigned by the host)Getting ready to eat (do not begin t

18、o eat or drink before the host does)Communication (communicate with someone next to you)Toasting (raise your glass when the host and the guest of honor clink their glasses)Taking off your coat (dont take off your coat no matter how hot it is)21Dinner party etiquetteAt table (pay attention to table m

19、anners)Maintain a natural sitting posture and keep proper distance between your body and the table.Try to keep the table clean while eating.Place your napkin on your lap; do not use napkin to clean your face or take food from your mouth.When cutting meat, hold the knife in your right hand and the fo

20、rk in your left hand, avoid making noise. Cut the meat one piece at a time and eat it with the fork.22Dinner party etiquetteAt tablePut the knife and fork in the plate when you finish a course.Do not use a spoon to eat; it is for soup only.Be sure to sample all the food served to you. Finish the foo

21、d in your plate.Do not talk when you have food in the mouth.Avoid talking to your neighbor when he or she has food in the mouth.23Dinner party etiquetteFood and Drink TaboosMuslims: do not drink alcohol, not eat pork products, avoid shellfish.Hindus: avoid beef and pork, strict vegetariansBuddhists:

22、 strict vegetarians Knowing the fundamental element of local business protocol shows you are a serious and committed potential partner.24Dinner party etiquetteEtiquette in Different CountriesBrazilArgentinaIndonesiaJapan25Dinner party etiquetteBrazilMidday the normal time for the main meal. A light

23、meal is common at night, unless entertaining formally.In Brazil, restaurant entertainment prevails versus at home.If entertained in the home, it is polite to send flowers to the hostess the next day, with a thank-you note.Purple flowers are extensively used at funerals, so be cautious when giving so

24、meone purple flowers. Violets are OK to give.Tipping is typically 10% in Brazil.26Dinner party etiquetteArgentinaBusiness dinners are popular and are usually held in restaurants.Tender beef and red wine are virtual national symbols. American beef and red wine compare poorly to theirs.Long meals and

25、conversation is the norm. Crossing the knife and fork signal I am finished. When dining, keep your hands on the table, not in your lap.27Dinner party etiquetteIndonesiaLeaving food on your plate signifies you are impolite, so eat all the food you are served.Only use your right hand for eating, when

26、touching someone, or handling money/papers. Talking is impolite while eating dinner. Conversation is reserved for before or after the meal. 28Dinner party etiquetteJapanThe word for toasting is kampai, pronounced kahm-pie. When toasting, the glass is never left unfilled. Drinking is an important par

27、t of Japanese culture. It is a way to relieve business stress. Never pour a drink yourself; always allow someone else to do it for you.Most business entertaining is done in restaurants or bars after business hours. Often in karaoke or hostess bars. Businesswomen should not attend hostess bars.“Let t

28、he host order the meal and pay. Business may be discussed at dinner during these events.29Dress EtiquetteFormal Business OccasionBusiness Casual OccasionCasual OccasionDress codes in different countries30Dress EtiquetteFormal Business OccasionBoth Men and Women - Should always wear a suit.Women - Sh

29、ould avoid wearing several pieces of jewelry - Make sure skirts are at least knee length. - Should always wear hose, and shoes with heels. 31Dress EtiquetteBusiness Casual OccasionMen: - Should avoid Khaki pants and “l(fā)oud print” shirts. Women: - Should consider wearing business skirts with appropria

30、te blouses, such as silks, polyester, or rayon with attractive prints. 32Dress EtiquetteCasual OccasionBoth Men and Women - Should choose cozy and tidy clothes.33Dress EtiquetteDress Codes in Different CountriesIndonesia 印度尼西亞Great Britain英國(guó)France 法國(guó)Egypt 埃及34Dress EtiquetteIndonesiaWomen - Should w

31、ear long-sleeve blouses and skirts that cover the knee. - Meeting in a more formal office should wear a suit with hosiery. - Limited to clothing colors that are muted or dark. Leave brightly colored clothing at home. - Must always cover their upper arms when wearing a casual blouse.35Dress Etiquette

32、Great BritainDark suits, usually black, blue, or gray, are quite acceptable. Mens shirts should not have pockets and should wear solid or patterned ties, while avoiding striped ties.Men wear laced shoes, not loafers.Business women are not as limited to colors and styles as men are, though it is stil

33、l important to maintain a conservative image.36Dress EtiquetteFranceThe French are very conscientious of their appearance.Patterned fabrics and dark colors are most acceptable, but avoid bright colors.Women should also dress conservatively. Avoiding bright or gaudy colors is recommended.37Dress EtiquetteEgypt Foreigners are expected to abide by local standards of modesty. However, do not adopt native clothing. Traditional clothes on foreigners may be offensive.Men should