中、英文服务礼仪修练

SHICCSHICCContent目录Thebasicconnotationofetiquette礼仪基本内涵Hoteletiquettetraining酒店礼仪SHICCTheoriginofetiquette礼仪的来源法庭上的通行证Courtpass人际交往通行证Humancommunicatedpass“握手礼”的起源TheoriginofthebehaviorofhandshakeSHICCTheconnotationofetiquette礼仪的内涵礼仪Etiquette谦恭有礼的言谈举止CourteousBehavior教养、规矩、礼节EducationandProprietyisceremony仪式、典礼、习俗等ThecustomofCeremonyandrite西方OccidentalSHICCTheconnotationofetiquette礼仪的内涵礼政治制度Politicalsystem礼貌礼节Manners礼物Present东方Oriental仪准则、法度Rulesandstatute仪式、礼节Ceremony仪容、仪表AppearanceSHICCCComingintotheformalwordofsuccessfulperson走进成功者的礼仪世界人生的起点人生的终点VigorousCommonLugubriousA代表轰轰烈烈B代表平平凡凡C代表凄凄惨惨AThestartingpointoflifeTheendpointoflifeSHICCComingintotheformalwordofsuccessfulperson走进成功者的礼仪世界SHICCComingintotheformalwordofsuccessfulperson走进成功者的礼仪世界SHICCTheconnotationofetiquette礼仪的内涵Theconnotationofprotocolistherulesandstatuteswhichareformedinthesocialcommunity，therulesandorderswhichareboundbypeopletogether，anditisusedtobindpeople,sdesire,soastoachievethegoalofharmonyofhumancommunication.约定俗成,共同遵守的行为准则／道德规范／秩序；约束人类欲望，实现人际关系的和谐．MannersEtiquetteAppearanceCeremony具体表现：礼貌、礼节、仪表、仪式律己敬人SHICCEtiquetteiscomprehensivereflectionofpersonalquality礼仪是个人素养的综合体现Appropriateclothing得体的衣着Refinementofmanners文雅的举止Appropriategreeting恰当的问候Refinedandcourteousbehavior彬彬有礼的行为Etiquetteisamirrorthatcanreflectyourself-----Goethe“礼仪是反映自己的镜子”——歌德SHICCEtiquetteiscomprehensivereflectionofpersonalquality礼仪是个人素养的综合体现SHICCEtiquetteiscomprehensivereflectionofpersonalquality礼仪是个人素养的综合体现SHICCThefarfrometiquette,thefarfromsuccess离礼仪有多远，离成功就有多远Kennedy肯尼迪49.9:49.6尼克松NixonTheslightdifferencesofvoteinthehistoryofUSApresidentelectionSHICCTheprincipleofetiquette礼仪的原则Theprincipleofequality平等Theprincipleofgoodfaith诚实Theprincipleoftolerance宽容Theprincipleofself-discipline自律SHICCTheprincipleofetiquette礼仪的原则SHICCTheprincipleofetiquette礼仪的原则SHICCTheprincipleofetiquette礼仪的原则SHICCTheprincipleofetiquette礼仪的原则SHICCTheprincipleofetiquette礼仪的原则SHICCTheeffectofetiquette礼仪的作用Thecountrywhichpaymoreattentiononetiquettewillbeprosperousandstrong国尚礼则国昌Thefamilywhichpaymoreattentiononetiquettewillbelarger家尚礼则家大Thebodywhichpaymoreattentiononetiquettewillbecorrectitude身尚礼则身正Theheartwhichpaymoreattentiononetiquettewillbecalm心尚礼则心泰SHICCThecountryofetiquette礼仪之邦Nowatchingwithoutproperetiquette非礼勿视Nolisteningwithoutproperetiquette非礼勿听Nospeakingwithoutproperetiquette非礼勿言Notouchingwithoutproperetiquette非礼勿动SHICC看Looking听Listening笑Smiling说Speaking形BehavingSHICCEtiquetteofwatching“看”的礼仪ThreeareasFourdistances三个区域:四个距离:Closedistances亲密距离Socialcommunicateddistances社交距离Businessdistances公务距离Publicdistances公众距离Businessareas公务区域Socialcommunicatedareas社交区域Closeareas亲密区域SHICCEtiquetteoflistening“听”的礼仪SHICCEtiquetteofsmiling“笑”的礼仪SHICCSmiletrainingDon,tpronounceandgrinbutmoveyourcornersofmouthupwards1、不发音、嘴角向上微提Pronouncing“Yi”2、念“一”Moutheyesexpressionshouldbecoordinated3、口、眼、神协调Smile、Language4、微笑+语言Smile、BehavingAppearancewithposture5、微笑+仪表、体态SHICCEtiquetteofsmiling“笑”的礼仪SHICCWhosesmileisthemostbeautiful看看谁的微笑最美？Interactivesmile互动微笑SHICCEtiquetteofspeaking“说”的礼仪Goodwordsmakepeoplefeelwarmeveninthecoldestday“良言一句三冬暧”Abusewordsmakepeoplefeelcoldeveninthehottestday“恶语伤人六月寒”SHICCEtiquetteofspeaking“说”的礼仪SHICCEtiquetteofspeaking“说”的礼仪SHICCEtiquetteofhotelbehaving酒店“形”的礼仪TheprincipleofTPO着装ＴＰＯ原则Appearance仪表Looks仪容Manner仪态(无声有声)SHICCNoTouchingWithoutProperEtiquette非礼勿行(无声有声)SHICC内化于心的12种品德忠诚——衷心者不遭解雇敬业——每天比上司多做一些自动自发——不要事事等人交代负责——绝对没有借口，保证完成任务注重效率——算算你的使用成本结果导向——咬定功劳，不看苦劳SHICC内化于心的12种品德善于沟通——当面开口，当场解决合作——团队提前，自我退后积极进取——永远跟上酒店的步伐低调——才高不必自傲节约——别把酒店的钱不当钱感恩——想想是谁成就了今天的你SHICCServiceconsciousnessTheexampleofserviceconsciousnessThestoryofWangyongqinSHICC谢谢各位绅士、淑女！LadiesandGentlementhankyouforyourattendance!