Knowledge of official reception etiquette

Knowledge of official reception etiquette

1. Etiquette for answering the phone

Use a calm tone and greet politely; listen carefully and communicate sincerely;

Clear Content, record accurately; respond flexibly and crisply.

2. Introduction etiquette

There are two types of introductions in social situations: introducing others and introducing yourself.

When making an introduction to others, put your fingers together and your palms upward, pointing toward the person being introduced. Master the order of introduction: Generally, people with lower positions are introduced to people with higher positions first; men are introduced to women first; juniors are introduced to elders first; unmarried people are introduced to married people first; guests are introduced first To the host; introduce unofficial personnel to official personnel first; introduce individuals to the group first. If the individual's identity and status are obviously higher than that of the group, the group should be introduced to the individual first.

When introducing yourself, you should first nod to the other party, then explain your name and identity, and you can hand over your business card at the same time. When introducing yourself, be careful not to be too self-effacing or exaggerated.

3. Handshake Etiquette

The order of shaking hands is based on the principle of honorable person first. In formal occasions, it is a courtesy to superiors to extend their hands first; in daily life, it is a courtesy to elders, ladies, and married people to extend their hands first; in social occasions, it is a courtesy to those who arrive first to extend their hands; when receiving guests, the host is the first to extend his or her hand. It is a courtesy to extend one's hand; when a guest leaves, it is a courtesy for the guest to extend one's hand first.

4. Business card etiquette

Delivery of business cards. The order of exchanging business cards is generally: first guest then host, first low and then high. When exchanging business cards with multiple people, they should be exchanged in order of position, or from near to far. Don't do it in leaps and bounds to avoid the other party mistakenly thinking that there is a feeling of favoring one over the other. When delivering, the front side of the business card should be facing the other party and presented with both hands. The eyes should be fixed on the other party and the face should be smiling. The business card should be delivered after the introduction. Do not rush to deliver the business card before the identity of the other party is clear.

Acceptance of business cards. When accepting a business card, you should stand up and look at the other person with a smile. When receiving the business card, you should say: Thank you, and then read the business card with a smile. When reading, you can read the other person's name and title aloud to show respect for the other person. Then, return a business card with your own business card. If you don't have a business card with you, you should apologize to the other party. Don’t rush to collect the other person’s business card before the other person leaves or the topic is not over.

5. Seating etiquette

Meeting seating etiquette. Basically follow the principle of respecting the left. When there is an odd number of leaders on the rostrum, the main leader is in the middle. Leader No. 2 is on the left hand side of Leader No. 1, and Leader No. 3 is on the right hand side of Leader No. 1. The order is: 7 5 3 1 2 4 6; when there is an even number of leaders, 1 , Leader No. 2 is in the middle at the same time. One arrangement is: Leader No. 2 is still on the left hand position of Leader No. 1, and Leader No. 3 is still on the right hand position of Leader No. 1. The order is: 7 5 3 1 2 4 6 8; the other is The arrangement is completely opposite, and the order is 8 6 4 2 1 3 5 7 (the above arrangements all refer to facing the audience). There is no correct or incorrect way between the two methods, and they can be determined according to local habits.

Banquet seating etiquette. Basically follow the principle of respecting the right. Generally, the host is facing the door of the room, the deputy is opposite the host, guest No. 1 is on the right hand of the host, guest No. 2 is on the left hand of the host, guest No. 3 is on the right hand of the deputy, and guest No. 4 is on the right hand of the deputy. The guest is on the left hand of the deputy host. For banquets with a large number of participants, table signs should be arranged for guests to confirm their positions.

Setting etiquette at the signing ceremony. The host party of both parties signing is on the left, and the guest party is on the right side of the host party. The rest of the people on both sides are generally equal and arranged according to host and guest.

6. Car Etiquette

When a driver is driving, seat No. 1 is to the right behind the driver, seat No. 2 is directly behind the driver, and seat No. 3 is on the right side of the car. Next to the driver (if there are three people in the back row, seat No. 3 is in the middle of the back row, and seat No. 4 is next to the driver); the main seat of the medium car is in the first row behind the driver, and seat No. 1 is near the window. , No. 2 is on the right side of the first row. If the host drives the car himself, the guest of honor should be asked to sit on the right side of the host, that is, on the right side of the front row, which is the passenger seat.

7. Elevator etiquette

When entering and exiting an uncontrolled elevator, the leader should enter first and then exit to control the elevator.

When entering and exiting a controlled elevator, the leader should enter first and then exit.

8. Stair Etiquette

When the guest and host are walking side by side, the leader should walk on the outside and the guests should walk on the inside. When marching in a single file, the leader should walk in front and the guests should walk behind to guide the way.

9. Tea pouring etiquette

Follow the custom of drinking wine and drinking tea. The tea should not be too full, eight minutes full is appropriate, and the water temperature should not be too hot. When serving tea, serve it with your right hand and from the right of the guest. When serving tea, follow the order from high to low.

10. Dress etiquette

① Neat and well-fitted. Keep it clean, neatly pressed, well-fitted, and buttoned.

②Coordination. Styles, colors, and accessories are coordinated with each other. Clothing of different styles and styles should not be matched together.

③Reflect personality. Adapt to personal characteristics such as personality, occupation, identity, body shape and skin color.

④Change with the situation. Clothing should vary depending on the environment. The same person should wear different styles and styles at different times and on different occasions.

⑤Follow the rules. Follow established dress codes. For example: a suit should be worn only after removing the trademark on the cuff; it is not allowed to go shirtless, roll up trouser legs, or wear pajamas in public. Women should not wear suspenders, miniskirts, shorts, slippers, etc. in the office.

Men’s dress etiquette for formal occasions

Generally, a suit is the formal attire. A complete suit includes a jacket, trousers, shirt, tie, belt, socks and leather shoes.

Top: The length of the shirt should be just to the lower edge of the hip or almost to the tip of the thumb after the hand hangs naturally. The shoulder width should be about 2 cm beyond the shoulder angle. The sleeve length should reach the top of the palm. The bust should be about the size of a fist that can fit between the clothes and the abdomen after the buttons are fastened.

Trousers: The trouser line is clear and straight, the front of the trouser leg covers the center of the shoe upper, and the back reaches the center of the heel.

Shirt: A long-sleeved shirt is the only choice to match a suit, and the color is white or light blue. The collar of the shirt should be crisp; the hem of the shirt should be tucked into the waistband of the trousers, and the collar buttons and cuffs should be fastened; the collar and cuffs of the shirt should be 1 cm to 2 cm longer than the collar and cuffs of the suit jacket; the collar and cuffs of the underwear inside the shirt should not be exposed. If the suit itself is striped, it should be paired with a solid-color shirt. If the suit is a solid color, the shirt can have simple stripes or patterns.

Buttons should be fastened when standing. For double-breasted tops, all buttons should be fastened; for single-breasted tops, it is better to fasten the middle one or the top two buttons for three-button tops, the top button for two-button tops, and the top button for single-button ones. Fasten it well.

Tie: The tie pattern is preferably geometric pattern or solid color. When wearing a tie, the tie should be full and fit tightly with the collar of the shirt; the length of the tie should be based on the big arrow hanging down to the belt buckle after it is tied.

Belt: The material is preferably cowhide, the belt buckle should be of moderate size, and the style and pattern should not be too exaggerated.

Socks: Socks should be dark-colored and avoid wearing black leather shoes with white socks. The sock opening should be appropriately high, so that the skin is not exposed after sitting down and crossing one's legs.

Leather shoes: The matching shape is simple and regular, and the upper is smooth and shiny. If it is a dark blue or black suit, you can wear black leather shoes; if it is a brown suit, you can wear brown leather shoes. Embossed, color-blocked, snakeskin, crocodile and shaped leather shoes are not suitable for formal suits.

Women’s dress etiquette for formal occasions

Tops: Tops should be flat and crisp, with less use of ornaments and lace for embellishment, and all buttons should be fastened.

Skirts: Mainly narrow skirts, not too short; petticoats should be worn inside the skirt. Genuine leather or imitation leather suit skirts are not suitable for formal occasions.

Shirt: Solid color is the best choice.

When wearing a shirt, you should also pay attention to: the hem of the shirt should be tucked into the waist of the skirt instead of hanging outside, and do not tie it at the waist; the top button of the shirt does not need to be fastened, and other buttons should be fastened; When wearing a suit skirt, do not take off your shirt and wear your shirt directly.

Shoes and socks: Shoes should be high heels or mid-heeled shoes. Socks should be high socks or pantyhose. The style of shoes and socks should be simple, and the color should match the suit and skirt. Clothing should not be too revealing or transparent, nor should the size be too short or tight.

11. Chinese table etiquette

① Give food without picking up food; ② Give toasts without urging wine; ③ Do not arrange clothes at the table; ④ Do not make noises when eating

12. Chinese food ordering etiquette

① Ask the guest to choose the dish first, and don’t be too reluctant if the guest is humble; ② Order quickly, and ask the guest if he likes the key dishes and flavor dishes; ③ Generally, the main course should be One or two more than the guests; ④ Order the first dish well, and pay attention to the quality, one or two is enough. The other dishes should be hot or cold, a combination of meat and vegetables, highlighting nutrition, health care, and seasonal characteristics. ⑤When ordering, don’t order several dishes of the same type at the same time.

13. Western Etiquette

When seated, your body should be upright, your elbows should not be placed on the table, and your feet should not be crossed. It is better to keep the distance between your body and the table to facilitate the use of tableware. Do not mess with the tableware that has been placed on the table. Spread the napkin and place it gently on your lap.

When using a knife and fork to eat, take the knife and fork from the outside to the inside. Hold the fork in your left hand and the knife in your right hand; when cutting things, hold the fork in your left hand to hold down the food, and hold the knife in your right hand to saw it into small pieces. chunks and then put them into your mouth with a fork. When using a knife, the blade must not point outward. When you put down your knives and forks during a meal, they should be placed in a figure-eight shape and placed on the edge of the dinner plate. The blade of the knife is facing towards you, indicating that you will continue to eat. After each dish is finished, put the knife and fork together on the plate. If you are talking, you can hold the knife and fork without putting it down. When you are not using a knife, you can also hold a fork with your right hand. However, if you need to make a gesture, you should put down the knife and fork. Never wave the knife or fork in the air, nor hold a knife or fork in one hand and hold it in the other hand. Wipe your mouth with a napkin, and do not hold a wine glass in one hand and a fork in the other hand to pick up food. Remember, never put one end of a knife and fork on the plate and the other end on the table. When taking out dishes, do not overfill them and eat in an elegant manner. Leftover dishes and used tableware and toothpicks should be placed on the plate, not on the table.

14. Foreign-related etiquette

Foreign-related etiquette is the abbreviation of foreign-related etiquette. It refers to the conventions that Chinese people use to maintain their own image and show respect and friendship to the people they communicate with in foreign affairs. customary practices. Employees of our unit are engaged in production operations, inspections, training and other activities overseas, and often interact with government officials, company employees and the public in the host country. They must abide by the following general rules:

1. Maintain image. In international communication, you must first leave a good first impression on the person you are communicating with. The six elements of personal image are: appearance, expression, behavior, clothing, conversation, and dealing with others.

2. Neither humble nor arrogant. You must realize that you represent your country, nation, and unit, and your words and deeds should be calm and appropriate. You should not show fear and inferiority, nor should you show arrogance or arrogance.

3. Seek common ground while reserving differences. There are differences in the etiquette and customs of various countries. The important thing is to understand, rather than judging right and wrong, judging the pros and cons. We must put ourselves first, consider others, and seek common ground while reserving differences.

4. When in the country, do as the Romans do. To truly respect the person you are communicating with, you must first respect the other person's unique customs and habits. When you are a host, you usually follow the host. When you are a guest, you should follow the host.

5. Keep your promises. Be cautious when making promises, honor them, and apologize when you break a promise.

6. Moderate enthusiasm. Not only should you be warm and friendly to others, but more importantly, you must grasp the specific proportion of being warm and friendly to others.

7. Be modest and appropriate. Don't over-promote yourself, but don't be overly humble and polite.

8. Respect privacy. Do not involve income and expenses, age, marriage, health, home address, personal experience, beliefs, political opinions, etc. in external interactions.

9. Ladies first. In all social situations, respect, take care of, care about, be considerate of, and protect women.

10. Respect the right side.

Standing side by side, walking, sitting, meeting, talking, banquet seating, riding in cars, hanging the national flag, etc. should all follow this principle. Official reception etiquette skills

(1) For those who come to visit and negotiate Foreign and out-of-town guests who are conducting business or attending meetings should first know their arrival train number and flight, and arrange for personnel with the same identity and position as the guests to greet them. If for some reason the host of the corresponding status cannot go, the host who goes to greet the guest should give a polite explanation to the guest.

(2) When the host goes to the station or airport to greet guests, he should arrive early and wait for the guests. He must not be late and keep the guests waiting. When guests see someone coming to greet them, they must feel very happy inside. If the greeting is late, it will definitely leave a shadow on the guests' hearts. No matter how you explain it afterwards, you can't eliminate this impression of dereliction of duty and breach of trust.

(3) After receiving the guests, you should first say hello to the guests for your hard work, welcome to our beautiful city, welcome to our company, etc. Then introduce yourself to the other party and give it to the other party if you have a business card.

1. Etiquette for giving business cards:

1. When you exchange business cards with elders and venerables, hand them over with both hands, lean forward slightly, and say please take care of them. . When you want to get the other party's business card, you can use a requesting tone and say: If it is convenient for you, can you leave a business card for me?

2. As the person receiving the business card, after taking the business card with both hands, you should carefully Read it once, and never put it in your pocket without looking at it, nor throw it on the table.

(4) When welcoming guests, you should prepare transportation for them in advance. Do not wait until the guests arrive to prepare transportation in a hurry. This will cause delays in making guests wait.

(5) The host should prepare the accommodation for the guest in advance, help the guest go through all the procedures,

lead the guest into the room, and introduce the guest’s services and facilities to the guest. The activity plan and schedule are handed over to the guests, and the prepared maps or tourist maps, places of interest and other introduction materials are given to the guests.

(6) After sending the guest to the residence, the host should not leave immediately, but should stay with the guest for a while, and have a warm conversation, and the content of the conversation should satisfy the guest, such as Background materials for guests’ participation in activities, local customs, distinctive natural landscapes, specialties, prices, etc. Considering that the guests are tired from the journey, the host should not stay for a long time and let the guests rest early. When breaking up, tell the guest the time, place, method, etc. of the next contact.

2. Reception Etiquette

Pay attention to the following points when receiving guests.

(1) When the person in charge that the guest is looking for is absent, clearly tell the other party where the person in charge has been and when he will return to the unit. Please leave your phone number and address, and make it clear whether the guest will come to the unit again, or whether our person in charge will go to the other unit.

(2) When the guest arrives, our person in charge cannot receive him immediately due to various reasons. He must explain the reason and waiting time to the guest. If the guest is willing to wait, he should provide the guest with drinks and magazines, if possible. , drinks should be changed for guests from time to time.

(3) Reception staff should have correct guidance methods and

guiding postures when leading guests to their destination.

1. Guidance method in the corridor. The reception staff should coordinate the steps two or three steps ahead of the guest and let the guest walk on the inside.

2. Guidance method on stairs. When guiding guests up the stairs, the guests should go in front and the receptionist should walk behind. When going downstairs, the receptionist should walk in front and the guests behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.

3. Guide methods in the elevator. When guiding guests to take the elevator, the reception staff should enter the elevator first, wait for the guests to enter and then close the elevator door. When arriving, the reception staff should press the open button to let the guests get out of the elevator first.

4. Guidance methods in the living room. When a guest walks into the living room, the receptionist will use his hands to ask the guest to sit down. Only when he sees the guest sitting down can he nod and leave. If a guest sits in the wrong seat, the guest should be asked to sit in the upper seat (usually the one closest to the door is the lower seat).

(4) Serve tea sincerely.

Chinese people are accustomed to entertaining guests with tea. When entertaining distinguished guests, the tea sets should be particularly particular. There are many rules for pouring tea, and there are also many things to pay attention to when passing tea.

3. Car etiquette

(1) Car.

1. For car seats, if there is a driver driving, the seat on the right side of the back row is first, the left side is second, the middle seat is third, the front seat is on the right side, and the middle seat in the front row is the last seat.

2. If the owner drives the car himself, the right side of the driver's seat should be placed first, followed by the right side of the rear row, then the left side, and the middle seat in the rear row should be the last seat. It is not appropriate to arrange the middle seat in the front row. guest.

3. When the host couple is driving, the host couple should sit in the front seat and the guest couple should sit in the back seat. The man should serve his wife. It is advisable to open the door and let the wife get in the car first, and then get in the car himself.

4. If the host couple is driving in the car of a friend and his wife, they should invite the friend to sit in the front seat and the friend’s wife to sit in the back seat, or let the friend and his wife sit in the front seat.

5. The host drives the car himself and there is only one passenger, so he should sit next to the host. If there are many people sitting together, after the guest sitting in the front seat gets off the bus, the guest sitting behind should sit in the front seat instead. This etiquette is most easily ignored.

6. When ladies get on the bus, do not step into the car first or climb into the car. You need to first stand on the edge of the seat, lower your body so that your buttocks sit on the seat, and then put your legs together into the car, keeping your knees together.

(2) Jeep

Whether a Jeep is driven by the owner or the driver, the right seat in the front row should be the first seat, followed by the right seat in the back row, and the left seat in the rear row should be the last seat. When getting on the bus, the person with the lowest seat in the back row gets on first, followed by the senior person in the front row. When getting off the bus, guests in the front row get off first, then those in the back row.

(3) Station wagon

When we receive group guests, we often use station wagons to pick up and drop off guests. In station wagons, the first row behind the driver's seat is the front row, followed by the rear rows. The dignity of the seats decreases from the right side to the left side of each row.

IV. Gift Etiquette

In today's increasingly developed economy, the distance between people is gradually shortening, and the contact areas are becoming wider and wider. Some welcome gifts and festive banquets There are more and more congratulatory activities, and the opportunities for giving gifts to each other also increase. But how to choose the right gift is a puzzling question for everyone. Knowing how to give gifts can not only achieve a generous and decent effect, but also enhance mutual feelings.

Gift giving taboos

1. You must like the gift you choose. If you don’t like it yourself, how can others like it?

2. To avoid It may be embarrassing to choose the same gift for the same person for several years. It is best to keep a record of the gifts every year.

3. Never give away or throw away a gift you have received before. Don’t think that others don’t know. The person who gave you the gift will pay attention to whether you have used the item he gave you.

4. Never ask the other person directly what gift he likes. On the one hand, what he asks for may cause you to exceed your budget. On the other hand, even if you buy according to his wishes, this may happen. , that is: Yeah, I've seen bigger ones before, wouldn't bigger ones be better?

5. Don't give things that will stimulate other people's feelings.

6. Don’t intend to use your gifts to change other people’s tastes and habits.

7. The position, age, gender, etc. of the recipient of the gift must be considered.

8. Even if you are relatively wealthy, you should not give too many gifts to ordinary friends. It is better to give some commemorative gifts. If the gift you give to your friend's son is more expensive than the gift his parents gave him, this will naturally cause displeasure to his parents and make both gifts meaningless. You will feel bad about accepting a beautiful gift that you know your friend cannot afford, so it is best for the person giving the gift to be someone who is willing to accept it within his or her ability to afford it.

9. Remember to remove price tags and store bags. No matter how inexpensive the gift itself is, it is best to wrap it in wrapping paper. Sometimes the subtleties can better show the thoughtfulness of the gift giver.

10. Consider whether the recipient can use the gift you give in their daily life.

Workplace etiquette

Workplace etiquette refers to the etiquette that should be followed during working hours and within the scope of work.

1. Etiquette for getting along with colleagues

Sincere cooperation. Staff in all departments of the reception unit must have team spirit, cooperate sincerely, provide each other with convenience as much as possible, and work together to do a good job of receiving guests.

Be generous to others. At work, you must be tolerant and friendly to your colleagues. Don't get entangled in them. You must understand that "no one is a saint, and no one can make mistakes."

Fair competition. Don't be clever in competition. Only fair and open competition can win people's hearts. You should rely on your true skills to win the competition.

Take the initiative to say hello. Greet your colleagues when entering and exiting the office every day; do not call each other by their nicknames or nicknames, and do not call others "brothers" or call them disgusting words.

Be honest and trustworthy. We must conscientiously handle the tasks assigned by our colleagues and abide by integrity. If you can't do it yourself, you should make it clear sincerely.

2. Etiquette for getting along with superiors

Respect your superiors. Establish leadership authority and ensure that orders are followed. You should not vent your personal anger or seek revenge because of personal grudges, deliberately oppose your superiors, or intentionally damage their prestige.

Support superiors. As long as it is conducive to the development of the career and the reception work, we must actively support the superiors and cooperate with the superiors to carry out their work.

Understand your superiors. At work, you should consider your superiors as much as possible and share your worries with your leaders.

No matter how good your personal relationship with your superiors is, you must keep public and private distinctions at work.

Don’t intentionally try to get close to your superiors or flatter them; don’t go to the other extreme and don’t take your superiors seriously. The superior-subordinate relationship is a working relationship. When you are a subordinate, you should behave yourself.

3. Etiquette for reporting and listening to reports

Observe the time. When reporting work, you must abide by the time, neither early nor late.

Be polite. Knock on the door first and get permission before entering to report. When reporting, you should pay attention to your appearance and posture, and be elegant, generous and polite.

Language refinement. When reporting, the accent should be clear, the voice should be appropriate, the language should be concise, and the organization should be clear.

After the report is over, you should wait until your superiors give instructions before leaving. When leaving, you should tidy up your belongings and used tea sets and seats. When the superior bids farewell, take the initiative to say "thank you" or "please stay".

When listening to reports from subordinates, you should also observe the following etiquette:

Be punctual. If you have agreed on a time, you should wait on time, a little earlier if possible, and be prepared to record key points and make other preparations.

Greet the reporter promptly to come in and take a seat. Don't be condescending or arrogant.

Be good at listening. When reporting to subordinates, you can make eye contact with them and use body movements such as nodding to show that you are listening carefully. Raise unclear questions in the report in a timely manner and ask the reporter to repeat and explain. You can also ask appropriate questions, but be careful not to discourage the other party from the report.

Don’t criticize or make decisions at will, think first before speaking. When listening to reports, do not look at your watch frequently, yawn, do other things or other impolite behaviors.

When asking subordinates to finish their report, they can tell the other party through appropriate body language or a tactful tone, and cannot interrupt them roughly.

When subordinates say goodbye, they should stand up and say goodbye. If a subordinate with whom you have not had much contact comes to report, you should also send it to the door and say goodbye cordially.

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