Secretary workplace reception etiquette

Secretary workplace reception etiquette

Chinese people pay most attention to workplace etiquette, especially in workplace reception etiquette. So everyone knows what etiquette is required for secretaries to receive business in the workplace? What are the etiquette skills for secretaries to receive business in the workplace? Let’s learn more about it with me.

Reception etiquette for secretaries in the workplace

1. Preparations before the reception

(1) Reception environment layout

The reception environment should be clean, neat, bright, beautiful, and free of odor. Bouquets and green plants can be placed at the front desk or in the reception room to create a welcoming atmosphere and make the other party feel good about you. Documents, stationery, phones and other items on the desk should be in their proper places and placed neatly. Things that are not commonly used and personal items should be placed in a fixed place in the drawer so that they can be found immediately when needed.

2. Preparation of office supplies

(1) Front office.

Seats should be prepared for guests. It is disrespectful to ask guests to stand and wait. The seat style should have clean lines and bright colors. There should also be a coffee table.

(2)Reception room.

Tables and chairs should be arranged neatly, and the tabletop should be kept clean and free of water stains and stains. Pictures that are in harmony with the environment can be hung on the wall. Hanging a group photo of company leaders or national leaders, or photos of a successful large-scale public relations event, can improve the company's feasibility. Information introducing the company can be placed on the table. In addition, tea sets, tea leaves, and drinks must be prepared. Disposable paper cups can be used to receive ordinary guests, but it is better to use regular tea sets to receive important guests. The reception room should have good lighting and air conditioning equipment. A telephone, copier, fax machine, etc. should not be placed too far away even if they are not placed in the reception room.

After the guests leave, clean the reception room in time, clean the tea sets and ashtrays, change the air, and then close the door. Otherwise, it will make the next guests feel unappreciated.

(2) Front desk duty

In the front desk duty room, when there are no guests, the secretary should do the following:

1. Decorate the reception room

2. Understand the arrangements for the last event

3. Fill in the company employee entry and exit registration form

4. Fill in the guest appointment registration book

2. Reception Basic etiquette

(1) Basic etiquette for receiving guests

Secretaries should pay attention to the following points when receiving guests:

1. No matter what kind of guests they receive, Everyone needs to be fair and polite, and every guest should be received on a first-come, first-served basis.

2. No matter what kind of guests you receive, you must be pleasant and never frown.

3. Be solemn when receiving guests, but leave room for speech.

4. For guests who have reservations, their requests should be conveyed quickly and the guests should not be kept waiting.

5. In order to avoid mistakes, please confirm some important matters mentioned by the guests.

6. Remember the appearance and name of the guests as soon as possible, and understand their relationship with the company.

7. Guests should be asked to fill in the reception register.

8. If your boss has not confirmed the guest you want to see, don’t let him in.

9. When you don’t know the identity of the other party, if the other party asks whether your boss is there or even the boss’s entire work schedule, do not directly answer whether he is there or not, but try to get some useful information from the other party. .

10. When a stranger comes to visit, you must pay attention to the introduction of his name, company and other basic information; depending on the situation, you must inquire clearly about the visitor's intention and purpose, but before asking Don't lose etiquette at all times.

(2) Introduction Etiquette

During the introduction process, the introducer and the person being introduced should have warm, appropriate and generous manners, and should smile throughout the introduction process. . Under normal circumstances, during the introduction, both parties should remain standing and respond enthusiastically to each other.

1. Self-introduction

It is very necessary for a secretary to introduce herself on certain occasions. The content of the introduction depends on the specific occasion. In official situations, in addition to introducing yourself, you must also introduce your position.

2. Make introductions to others

When you want to introduce someone to others, confirm which of the two parties being introduced should be respected more. The order of protocol should be: introduce young people to older people, both men and women are introduced in this order; introduce men to women, introduce people with low positions to high-ranking people, and at the same time, briefly introduce the units and professional titles of both parties. introduce. In a large number of people, if there is no one with a special position or status present, and it is a gathering of people of similar age, they can be introduced one by one in a certain order. When introducing others, you should be concise and clear, not vague. During the introduction, you can also briefly provide some information, such as the occupation, place of origin, etc. of both parties, so that two people who do not know each other can talk to each other. If you are introducing two people to each other alone, you should find out in advance whether they both have a desire to get to know each other, so as to avoid unnecessary embarrassment. When introducing someone to others, do not point with your fingers, but politely gesture with your palms.

In social situations, the internationally accepted principle is that women should be given priority, that is, men need to be introduced to women. The correct approach for the person being introduced should be: if he was originally sitting, he should stand up at this time, walk forward, stand at an arm's length away from the other person, look at the other person, smile, and after the introduction, shake hands or Nod in greeting.

3. Being introduced by others

(3) The etiquette of shaking hands

1. The posture of shaking hands.

Generally, two people shaking hands hold their palms together in a vertical position, indicating an equal and natural relationship. This is the safest way to shake hands. If you want to show humility or respect, you can shake hands with others with your palms upward. And if you extend your hands to receive it, it will be even more humility. But never hold the other person's hand with your palm down, as this is usually a sign of arrogance. When shaking hands, you should extend your right hand and never extend your left hand to shake hands.

2. The sequence of handshakes.

Between superiors and subordinates, the superior should reach out his hand first, and then the subordinates can take it; Only after reaching out can the man take the hand.

3. The strength of the handshake should also be noted.

Generally, just hold each other. If it is a warm handshake, you can shake it vigorously a few times, which is a very friendly gesture

4. The handshake time is usually three to five seconds, unless the person is close to you and can shake hands for a long time. Just hold it. When shaking hands, you should look into each other's eyes to show sincerity.

(4) Exchange business cards

1. Contents of business cards

Business cards are divided into official business cards and social business cards

(1) Official business cards

The main content of the official business card mainly includes the unit and department, name, position or title, address, telephone number and other contact information. There should not be too many numbers on the business card, the name should be the largest characters in the business card, and there should not be too many titles. The best color for business cards is white, which looks simple and generous.

Private phone numbers are generally not printed on official business cards. You can print if you don't mind being disturbed in your private time. If the other person does not have a personal phone number on their business card, you do not need to ask them.

(2) Social business cards

Social business cards are used in social situations. The business cards you carry with you should be placed in a business card box or business card holder. Do not put them directly in your pocket or wallet. This is not conducive to preservation and is disrespectful to yourself. Women can put their business cards in their handbags, and men can put them in the inside pocket of their suit jackets or briefcases.

2. Etiquette for exchanging business cards

(1) Timing of handing over business cards

People who meet for the first time can hand in their business cards after introducing themselves or being introduced by others. business card. It is also common to hand over a business card as a farewell. You can also hand over your business card if you mention the company address, contact information, etc. during the conversation.

(3) Etiquette for handing business cards

Generally speaking, the visitor, male, and person with lower status should first hand the business card to the person being visited, female, and person with higher status, and the latter When receiving a business card, you should give the other party a business card that you ordered. When handing over a business card, you should stand up (this is not necessary at the dining table) and hand it over at chest height. Hold the top of the business card with both hands, so that the front of the business card faces the other person so that the other person can see it clearly immediately after taking it.

If the other party also takes out their business card at the same time, visitors, men, and those with lower status should make their own business card lower than the other party's business card to show respect. If there is more than one person on the other side, the person should be handed over in order of position from high to low or by position from near to far.

(4) Etiquette for receiving business cards

When someone stands up to hand over a business card, you should stand up immediately and take it with both hands. After receiving the other party's business card, do not put it into your pocket immediately. Instead, you should clearly see the other party's name and identity. If you are not sure about a certain character in the other person's name, you should ask the other person for help in a complimentary manner. After reading it, place it solemnly on the table, being careful not to place documents on it. If you are in a meeting, you can put your business card in front of you according to the other person's seat, so that you can easily match the business card with the person and deepen your impression. If you have run out of business cards and cannot give them back to the other person, you can explain the reason, express your apology, and hand-write the name, address, and contact information to give them to the other person.

3. Saving and organizing business cards

Afterwards, put the business cards in a business card box or business card holder and file the business cards in a certain order.

3. Daily reception essentials

(1) Welcome and entertain guests

Pay attention to the following points when receiving guests.

1. When the person in charge that the guest is looking for is absent

You must clearly tell the other party where the person in charge has gone and when he will return to your 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

If our person in charge cannot receive the guest 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. , magazines, and if possible, drinks should be changed for guests from time to time.

3. The reception staff should have correct guidance methods and postures when leading guests to their destination.

(1) Guidance method in the corridor.

The reception staff should coordinate the steps before the guest takes two or three steps and let the guest walk on the inside.

(2) Guidance method on stairs.

When guiding guests up the stairs, the guests should walk in front and the receptionist should walk behind. When going downstairs, the receptionist should walk in front and the guests should be in the back. When going up and down the stairs, the receptionist should walk in front. Attention should be paid to the safety of guests.

(3) Guidance method in elevator.

When guiding guests to take the elevator, the receptionist first enters the elevator, waits for the guest to enter, and then closes the elevator door. When arriving, the receptionist presses the open button to let the guest get out of the elevator first.

4. Guidance methods in the living room.

When a guest walks into the living room, the receptionist uses hand instructions 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, ask the guest to sit in the upper seat (usually the one closest to the door is the lower seat).

(2) Farewell guests

1. Help guests confirm their luggage and carry it to the car carefully. After placing the luggage, make an explanation to the guests, give a thank you for coming and say goodbye, such as wishing you a pleasant trip and welcome to come again next time!, wish you a safe journey, and hope that we can have a happy cooperation! etc.

2. When closing the car door for guests, the time should be just right, neither too heavy nor too light. If it is too heavy, it will scare the guests; if it is too light, the car door will not close. Also be careful not to let guests' clothes and culottes get caught in the car door.

3. After closing the car door, you should not turn around and leave immediately. Instead, you should wait for the guest's car to start, smile, wave goodbye, and watch the car leave before leaving.

(3) Receiving guests with reservations

After the initial greeting, the guests will introduce themselves and name the person they want to see. The secretary should first confirm whether there is an appointment.

(4) Stand in the way of your boss

1. Except for a few extremely special circumstances, your boss should ask for instructions when in the office. Do not turn away guests based on your own personal judgment. The boss is not here.

2. Even when rejecting the other party, you should pay attention to etiquette and leave room for speech.

(5) Receiving guests who arrive at the same time

1. Adhere to the principle of first come, first served and treat everyone equally

2. Smile while receiving guests who arrive first. Please wait for arriving guests.

3. Please go to the guests first to register, and then greet the guests.

4. Remember to judge people by their appearance

(6) Receiving uninvited guests

1. First, ask the other party why they are here. If the other party does not tell them, you should make it clear to them that this is Work needs.

2. If a visitor wants to talk to a certain person by name, he should contact the person concerned immediately. However, you should not give a positive reply to the customer before making good contact.

3. Do not call the client in front of the guest, so as not to make excuses when the client refuses to meet. It is necessary to keep a certain distance between the guests and the secretary, so that the guests cannot hear the secretary's speech clearly.

4. Refuse guests tactfully.

5. Try not to let guests stay at the front desk for a long time.

(7) Receiving guests who come to complain

1. Bring the guests to the interview room and create a good reception environment for the guests.

2. Try to meet the emotional and professional needs of guests.

(8) Reception of media reporters

1. Be enthusiastic and cooperative and provide convenience for them.

2. Carefully consider the content to be reported and provide truthful information.

3. Don’t make decisions on matters that you are not sure about.

4. Pay attention to the distinction between internal and external matters and keep company secrets.

Reception etiquette in secretarial work involves a wide range of contents. Secretaries need to master the etiquette work in each process of reception work, be flexible, continuously accumulate experience, and improve professional quality.

Common sense of etiquette for secretarial workplace receptions

Workplace etiquette refers to a series of etiquette norms that people should follow in the workplace. Learning these etiquette norms will greatly improve a person's professional image. Understanding, mastering and appropriately applying workplace etiquette can help improve and maintain the professional image of people in the workplace and become a successful professional. A successful career does not mean that you have to be talented. What is more important is that you must have certain workplace skills at work and communicate with people in an appropriate and reasonable way. Only in this way can you win the respect of others in the workplace. To win in the workplace. The basic points of workplace etiquette mainly include the following points:

1. Handshake etiquette. A handshake is physical contact between people and can leave a lasting impression. When we feel uncomfortable shaking someone's hand, we often associate negative character traits with that person. A strong handshake and looking the other person in the eye will set the stage for positive communication.

2. Introduce etiquette. First, we need to clarify the difference between workplace etiquette and social etiquette. Workplace etiquette has no gender distinction. For example, the gentlemanly act of opening a door for a woman is unnecessary in the workplace and may even offend the other person. Remember: Men and women are equal in the workplace. Second, make consideration and respect for others your guiding principles. The proper way to make an introduction is to introduce someone of lower rank to someone of higher rank.

3. Apology etiquette. Even if you practice perfect social etiquette, you will inevitably offend others in the workplace. If something like this happens, just apologize sincerely. Express your apology and get on with your work. Making a big deal out of your mistake will only magnify its damage and make the person receiving the apology even more uncomfortable.

4. Elevator etiquette. Although the elevator is small, it is very knowledgeable. First of all, when a person is in an elevator, he should not turn the elevator into a billboard by scribbling graffiti without looking around. Secondly, when accompanying guests or elders to the elevator hall door, press the elevator button first; when the elevator arrives and the door opens, you can enter the elevator first, press the door opening button with one hand, and hold the elevator side door with the other hand, asking guests to go first; after entering the elevator, Press the button for the floor the guest wants to go to; when you reach the destination floor, press the door open button with one hand and make a gesture to ask out with the other hand. You can say: Here you go, please come out first! After the guest gets out of the elevator, immediately step out of the elevator and Enthusiastically guide the direction of travel.

5. Electronic etiquette. E-mail, faxes and mobile phones bring new issues in workplace etiquette. In many companies today, emails are filled with jokes, spam, and personal notes rather than much work-related content. E-mail is a type of professional letter, and there is no non-serious content in professional letters. The fax should include your contact information, date and page number.

Do not send faxes without someone else's permission, as this will waste other people's paper and occupy other people's lines.

6. Dress etiquette. Basic principles of workplace etiquette: The dress and appearance of a professional woman must conform to her personality, physical characteristics, position, corporate culture, office environment, interests, etc. Strong women should not blindly imitate the clothes of men in the office. They should have a mentality that it is good to be a woman and give full play to the unique flexibility of women.

7. Interview etiquette. When a woman is seated for an interview, her legs should be close together and tilted to one side. The feet can be slightly different from the front and back. If the legs are tilted to the left, the right foot should be placed behind the left foot; if the legs are tilted to the right, then the right foot should be placed behind the left foot. Place your left foot behind your right foot. In this way, when viewed from the front, the opponent's feet are slightly intertwined, making the leg lines appear more slender and elegant. If a woman is wearing a skirt, she should gather her skirt before sitting down. After sitting down, her upper body should be straight, her head straight, and her eyes level with the interviewer. After sitting firmly, your body generally occupies 2/3 of the seat. Put your hands, palms down, naturally on your legs, put your feet naturally, keep your knees together, smile and stay relaxed naturally.

8. Business meal etiquette. Business meals are unavoidable for white-collar workers. Some large companies and clients can easily make quick judgments on someone's education and social status even through work meals. And there are some strictest rules that have to be followed in some restaurants, so one should have some simple knowledge in this regard, have the right manners and ways of eating, so as not to make a fool of yourself or embarrass your guests.

Workplace etiquette is a comprehensive reflection of the corporate image, culture, and employee quality. Only by doing the proper etiquette can the company be promoted to a higher position in terms of image shaping and cultural expression.

Reception etiquette for secretaries in the workplace

Polite reception by staff

When guests arrive, a number of staff should be allocated to receive them. Some of the reception staff provide service and etiquette reception, such as guidance, pouring tea and water, and warm hospitality such as leaving meals and banquets; some work requires reception, such as attending talks, introducing situations, participating in discussions, etc.

No matter what aspect of the job the staff is responsible for, they should be neatly dressed, move lightly, behave generously, and be courteous to others. Being arrogant, reckless, disheveled, and speaking vulgarly is not polite to guests and will also bring disgrace to the company.

During the meeting with guests, irrelevant personnel should automatically withdraw. As for etiquette and service personnel, they should knock on the door regularly, pour tea and water, change towels, and provide warm service; but the service should not affect the meeting between the host and the guest, and the scene should be kept quiet. When the service is completed, you should exit gently.

Send guests off

If the guests have finished their work and are leaving, be sure to say goodbye. Relevant personnel in the office should also see him off.

If the guest brings his own vehicle, the staff can notify the driver earlier (or the guest’s staff can notify the driver themselves). If you need our unit to send you back, you need to make vehicle arrangements in advance and don't wait for a long time.

Depending on the situation, it will be decided to deliver it to the office door or the unit door. You should say some kind words when saying goodbye: Welcome again. Welcome to contact us often. Please forgive me for the poor reception in Sichuan. ;