商务礼仪与旅游

Communicationforbusinessreception，etiquetteandtravelingByLiuMeilanOutlineformylectureTheroleofcommunicationinbusinessBusinessetiquetteBusinesstravelingAimofthissessionHavesomebriefknowledgeaboutbusinessetiquetteGraspthebasicprinciplesorrequirementsofhowtogreet/accommodate/entertain/arrangevisitorsinbusinesssettingLearnsomecommunicativetechniquesrelatedtobusinessetiquetteandtravelingDotheoralcommunicativepracticesrelatedtobusinessreceptionandtravelingTheroleofcommunicationinbusinessDefinitionofbusinesscommunication:Adynamic,multi-channeledprocess,whichcoversinternalaswellasexternalcommunicationinagivenorganizationInternalcommunication:downwardcommunication,upwardcommunication,horizontalcommunicationTheroleofcommunicationinbusinessExternalcommunicationFormalcommunicationInformalcommunicationEssentialelementsofcommunicationtheoryVerbalcommunicationNonverbalcommunicationVerbalcommunicationExpressingallkindsofideasKeepinganddisseminatinginformationMoreclarifiedandefficientthanotherwaysNonverbalcommunicationVoicequalityFacialexpressionsGesturesPosturespaceElementsofcommunicationMessageSender&receiverChannelFeedbackPerceptionBasicprinciplesinreceivingvisitors1.greeting2.salutation3.introduction4.shakinghandsBasicprinciplesinreceivingvisitors1.principlesforusingnamecard2.howtomakeagoodnamecard3.thesuitablecontentonthenamecard4.howtopresentnamecardtoothersThelanguageusedinreceivingvisitorsbasicrequirement:sayless,listenmore——智者善听，愚者善说PolitewaysinreceivingvisitorsHowtoshowhospitalityinreceivingvisitorsThesuitabletopicsingreetingvisitorsThepropermannerinusingphone3Aprincipleinbusinessreception1、ACCEPT:accepttheguests。2、APPRECIATE:showadequaterespecttoyourvisitors。3、ADMIRE:thinkorspeakhighlyofyourguests。TheetiquetteforseatTheseatarrangementformeetingTheseatarrangementinacarTheproperarrangementonroadTheproperwayforsigningcontractTheetiquetteforbusinessnegotiationThreemajorissuesinnegotiation:1、thephysicalappearanceforbothsides。2、strategiesintheprocessnegotiation。(Joycehastalkedaboutthisinbusinessnegotiation)3、seatarrangement:横桌式谈判/竖桌式谈判Theetiquetteforgift-givingTwomajorprinciples:1、payattentiontothefeaturesofgift：A纪念性；B宣传性；C便携性；D独特性；E时尚性；F习俗性。送花给男人的五种情况：获奖载誉而归做寿生病永垂不朽2、遵守五W原则：WHO（送给谁）WHAT（送什么）：Aboutgift-givingWHEN（什么时间送）问题：主客送礼的时间是怎样的？WHERE（什么地点送）HOW（如何送）一要确定对方的身份，如果对方地位很高，也应我方重要人物送；二要对礼品加以适当的说明，三点：1、说寓意2、介绍用途3、礼品的特殊价值。Mainfeaturesofbusinessetiquette一、formality规范性二、objectivity对象性三、techenique技巧性TherangeofbusinessetiquetteappliesOccasion1：firstmeetingOccasion2：meetingforbusinessneedOccasion3：meetingforforeignaffairsorbusinessSelf-imageinbusinesssetting形象就是印象和评价形象的重要性：五句话“形象就是宣传，形象就是效益，形象就是服务，形象就是生命，形象重于一切。”(商界重要人物如此云)Somemajorpointsandfactorsaboutself-image1.twomajorpointsaboutself-image一是、最重要的是角色定位问题。二是注意首轮效应，第一次亮相。(Mickeywillmakefurthercommentonthisaspect)Contextforcommunication（1）whatiscontextforcommunication语境是语用逻辑中的一个基本概念。在人们交往的过程中，人们说出或者听到一句话语，总是处在一定的环境之中，这种环境就叫做交际语境。Contextofcommunication（2）客观语境和主观语境客观语境包括下列各种因素：A：当前情境。A1：说出话语的时间。A2：说出话语的地点。A3：话语的说话者和听话者。A4：其它的当前能直接感知的事物和事态。B：上下文。交际双方在所说话语之前或之后出现的话语。C：所说话语涉及的事物和事态。D：说话者的情况E：听话者的情况。上述A、B、C、D和E这五种因素都是客观存在的。所以由这五种因素所构成的语境，称为客观语境。Theoryofconversationalconnotation谈话隐涵理论是格赖斯（H.P.Grice)1967年提出的。谈话的合作原则(cooperativeprinciple)是：在一次谈话中，谈话的参加者相应于谈话的目的和要求应当作出自己的积极贡献。合作原则下有四大准则。cooperativeprinciple谈话的合作准则（1）量准则（Maximofquantity）1、尽可能多地提供谈话目的所要求的信息。2、不要提供多于谈话目的所要求的信息。（2）质准则（MaximofQuality）1、不要说你相信为假的话语。2、不要说你缺乏充分根据的话语。（3）关系准则（MaximofRelation）所说话语必须是和谈话目的有关的。cooperativeprinciple4）方式准则（MaximofManner）1、避免表达的模糊性。2、避免歧义。3、话语应简短。4、话语应是有秩序的。以修车为例加以说明。态度准则（MaximofAttitude）：要友好善意、替他人着想，要乐于助人。（1）要礼貌（2）要幽默（3）要委婉GettingtheconversationalconnotationthroughrelatedprinciplesGettingconversationalconnotationthroughMaximofqualityMaximofAttitudeMaximofquantityMaximofRelationMaximofMannerCommunicationpractices6groupswilldotheoralpracticesconcerningbusinessetiquette:Task1:Sharewithyourgroupmembersofonesuccessfulcommunicationexperience,suchaspersuadingsomeoneacceptyourplan,exchangingorreturningonethingyouboughtsomewhere…Task2:Brainstormingsometaboosinetiquettes(EnglishorChinesebothok,makesomecommentsonthesetaboos,esp.theculturalreason)CommunicationpracticesTask3:sayoneexperienceofthecommunicationfailureofyourselforpeoplearoundyou,esp.relatedtobusinessoretiquette.Task4:towardsTibetissues:howtocommunicatewithwesternmediaabouttheproperreportingof3.14incident.BusinesstravelingIntroductionofHZ“西湖十景”为：苏堤春晓、柳浪闻莺、花港观鱼、三潭印月、断桥残雪、曲院风荷、平湖秋月、雷峰夕照、双峰插云、南屏晚钟；“新西湖十景”为：龙井问茶、虎跑梦泉、满陇桂雨、云栖竹径、黄龙吐翠、吴山天风、玉皇飞云、宝石流霞、阮墩环碧、九溪烟树。RelatedwebsiteoftheintroductionofHZ@87698.htmAboutHZ西湖新十景云栖竹径Bamboo–LinedPathatYunqi满陇桂雨SweetOsmanthusRainatManjuelongVillage虎跑梦泉DreamingofTigerSpringatHupaoValley龙井问茶InquiringAboutTeaatDragonWell九溪烟树NineGreeksMeanderingThroughaMistyForest吴山天风HeavenlyWindoverWuHill阮墩环碧RuanGongIsletSubmergedinGreenery黄龙吐翠YellowDragonCaveDressedinGreen玉皇飞云CloudsScurr