Module2Project2CommunicationEtiquette沟通礼仪

商务礼仪实务英语PracticeofBusinessEtiquetteinEnglish对外经济贸易大学出版社全国高等院校基于工作过程的校企合作系列教材模块2能力培养了解商务会面礼仪、接待礼仪、乘坐交通工具的礼仪、座次礼仪、馈赠礼仪、沟通礼仪、中西餐用餐礼仪、国别礼俗。Project2CommunicationEtiquette沟通礼仪TaskThreeSmallTalkTaskTwoInterpersonalCommunicationTaskOneMeetandGreetＣＯＮＴＥＮＴＳTaskFourPublicSpeakingTaskOneMeetandGreet迎接和打招呼1.打招呼的礼仪Face-to-FaceGreetingStandingupandcomingoutfrombehindadesktogreetsomeoneisagoodstrategy.Friendly,ConfidentFacialFeaturesMakinganefforttodisplayagenuinesmileandlookatthenewcomerintheeyeshowsthatyouarefriendlyandconfident.AccordingtoPsychologyToday,othersareverygoodatreadingyourfacialexpressions(andmakingjudgmentsbaseduponthem).IntroductionandHandshakeWhenyouintroduceyourself,youshouldsayyourfirstandlastname,asin,Hello,I'mJoanSmith.Thisismoreformalthanjustgivingyourfirstnameandisappropriateforafirst-timegreeting.Thehandshakealsogivesanimportantimpressionofyouandmustbedoneproperly.Eitherpartymayextendtheirhandfirst,andyoushouldgripfirmly,butwithoutundostrength.(Remember,itisnotacontest.)Thehandshakeonlyneedstolastabout3to4seconds.1.打招呼的礼仪ElevatorSpeechItisveryusefultodevelopwhatisoftencalledanelevatorspeech,ora20to30seconddescriptionofyourroleinthebusiness.Itiscalledsobecauseitissupposedtobebriefenoughtotelltoafellowelevatorpassengeronthewaydown(orup).Apracticedelevatorspeechwillhelpyoutobecomemorepolishedintheintroductionofyourself.Theseareespeciallyusefulifyouwillbeattendingmeetingsorreceptionswhereyouwillhavetointroduceyourselftomanynewpeople.1.打招呼的礼仪1.Whyshouldyoudisplayagenuinesmileandlookatthenewcomerintheeye?2.Howdoyouintroduceyourselfandshakehandswithanewcomerinabusinesscontext?Activity1:Groupdiscussion.SugggestedAnswers:1.Makinganefforttodisplayagenuinesmileandlookthenewcomerintheeyeshowsthatyouarefriendlyandconfident.2.Whenyouintroduceyourself,youshouldsayyourfirstandlastname,asin,Hello,I'mJoanSmith.Thehandshakealsogivesanimportantimpressionofyouandmustbedoneproperly.Eitherpartymayextendtheirhandfirst,andyoushouldgripfirmly,butwithoutundostrength.(Remember,itisnotacontest.)Thehandshakeonlyneedstolastabout3to4seconds.2.前台接待礼仪GreetingLookupwhensomeoneapproachesyourdeskandsmile.Ifyou’reonapersonalcall,hangupimmediately.Ifyou’reonabusinesscall,makeeyecontactwiththevisitortoindicatethatyouseeherandwillbewithhershortly.Assoonasyou’vefinishedyourphonecall,focusonthevisitorwithasmile.Apologizeforthedelay.Askhowyoucanhelp.Putwarmthintothequestionsoitdoesn’tseemoffhand.2.前台接待礼仪WelcomingEtiquetteAskthevisitorifhewouldliketohaveaseatwhileyoucontactthepersonwithwhomhe’smeeting.Dependingonyourcompany’spolicy,offercoffeeorteaordirectthevisitortothecoffeeroom.Offertohanguphiscoatorshowhimwhereitcanbehung.Callthepersonwhowillbemeetingthevisitor.UseMs.orMr.whenannouncingthevisitor.2.前台接待礼仪FocusonVisitorForthereceptionist,avisitorshouldbethemostimportantpersoninthereceptionarea.Makeapointofmeetingothercoworkerssomewhereelse.PersonalMannerBesidessmiling,modulateyourvoice.Beawarethatyoucanconveywhatyouthinkbythetoneofyourvoice.DeskAppearanceDon’teatatyourdesk.Ifyoucan’tavoidit,choosefoodsthatdon’thavealingeringaroma.Inotherwords,nopizzaorspaghetti.Keepacleandesk,evenifyouhaveothertaskstodobesidesdealingwithvisitors.Activity2:Groupdiscussion.1.Howcouldyougreetthevisitorasareceptionist?2.Howcouldyouwelcomethevisitorasareceptionist?SugggestedAnswers:1.Lookupwhensomeoneapproachesyourdeskandsmile.Ifyou’reonapersonalcall,hangupimmediately.Ifyou’reonabusinesscall,makeeyecontactwiththevisitortoindicatethatyouseeherandwillbewithhershortly.Assoonasyou’vefinishedyourphonecall,focusonthevisitorwithasmile.Apologizeforthedelay.Askhowyoucanhelp.Putwarmthintothequestionsoitdoesn’tseemoffhand.SugggestedAnswers:2.Askthevisitorifhewouldliketohaveaseatwhileyoucontactthepersonwithwhomhe’smeeting.Dependingonyourcompany’spolicy,offercoffeeorteaordirectthevisitortothecoffeeroom.Offertohanguphiscoatorshowhimwhereitcanbehung.Callthepersonwhowillbemeetingthevisitor.UseMs.orMr.whenannouncingthevisitor.TaskTwoInterpersonalCommunication人际沟通1.有效的人际沟通ActiveListeningTrytoengageinactivelisteninginallofyourinteractions.Activelisteningisatechniqueoftrulylisteningtowhatapersonhastosayinsteadofanxiouslywaitingforyourchancetotalkagain.Inactivelistening,youshouldfocusonyourspeakerinsteadofotherdistractionslikepassingpeopleoryourcellphone,andbesuretomakeregulareyecontact.Inactivelistening,oneshouldnotinterrupt,andshouldrespondonlytowhatisthecoreargumentofwhattheotherpersonissaying.“I”StatementsUse“I”statementstoidentifythepointsyouaremakingasyourownresponses,viewsandfeelingstowardasituation.“You”statementssignalthatyouarefocusingontheotherperson’sroleandcaneithergenuinelybe,orbeperceivedas,accusing,accordingtotheConflictResearchConsortium.Byfocusingonthewayyoufeelorperceiveasituationinsteadofhowsomeonehasforcedyoutofeelthisway,youcanmoreeffectivelycometoasolutionbecausetheotherpersondoesn’tfeelburdenedwithexternalguilt.1.有效的人际沟通ConsiderationItisperfectlyallrighttopauseinaconversationonceyourspeakerhasfinishedtalkingandsaysomethinglike:“I’mgoingtoneedamomenttothinkab