Business Communication商务社交礼仪英文版课件

Speak with authority
Even when asking questions, have your voice end on with a downward inflection. Say “What time is the meeting?” once with voice raising at the end and one with voice ending with a downward inflection.
Telephone calls Notes of Appreciation Phone Calls and Voice Mail Beepers, Cellular Phones, and Portables

Telephone Etiquette

Identify yourself and your company. Ask the person if he or she has time to talk. Make calls during normal business hours. Return calls the same day. Never put someone on hold without asking permission. Don’t do other work while on the phone Be courteous of others when screening calls.
Etiquette at Business Meetings: Ending the Meeting
Summarize agreed upon actions, responsibilities and timing, later written as minutes and distributed to relevant parties. Thank group and guests for their time and contributions.
Chapter Six
Etiquette in Business Communication
Introductions
Mention authority figures first and introduce others to them. Introduce a younger person to an older person. Always stand up. Always shake hands.

Contents

Greeting Etiquette and Seeing Off Etiquette Business Meeting Etiquette Dinner Party Etiquette and Dress Etiquette Etiquette of Signing Agreement

Your voice-mail recording
Start with an upbeat greeting Indicate how the caller can get a response Close on a positive note (Make it a great day!) Do not have

normal call speaking from or to a speaker phone call waiting interruptions
Beepers, Cellular Phones, and Portables
Limit the use. Put on vibrate or silent.

Conference calls
Prepare Be respectful Be inclusive Keep moving Get commitments

Voice Mail
Identify yourself and your return number immediately. Be brief and to the point. What you want, why it is of mutual interest, details, next steps. Leave return number again. Record your own concise outgoing message. Make sure you sound upbeat and optimistic

a
cute message background music a long introductory comment before the beep
Interaction
What are the differences in impressions you make when you use each of the following media: voice mail message e-mail message business letter telephone call impact of

Etiquette at Business Meetings: During the Meeting
Ask non-contributing members if they’d like to add their perspectives. Note: Interestingly, research shows talkative members welcome the comments of others—and shy members value inclusion in the conversation.
Notes of Appreciation
Thank You Letter of Commendation Memos of Recognition

Ice breakers
When visiting an office, pay attention to how the office is decorated. Look for clues that will allow you to compliment the other person on something non-controversial Avoid politics, religion, how much you earn, or negative communication such as comments about a company or people
General Do’s and Don’ts
Outline points you want to make prior to placing a call. If your party is not there, leave a brief message and request a telephone appointment. If your party answers, identify yourself, stick to your outline and thank the person at the end of the call.
Write with authoritatively and positively and concisely, pp. 4-1 ff in workbook Authoritative language Positive language Concise language
Business Communication
Interactive moment
In groups of 3-4, introduce each members of the group to one another.
Remembering names


Get business cards from everyone you meet and makes notes on it about when you met, what you had in common, and details about the person, including names of children. Prefer the formal to the informal, especially with older and higher ranking people Avoid saying, “I’m sorry, I have forgotten your name” Instead, say “Help me out, your name was on the tip of my tongue and I must be having a senior moment.

Interactive moment
In small groups, identify something in your office dé cor that perceptive visitors coห้องสมุดไป่ตู้ld identify that would allow them to compliment you or start a conversation about a topic that stirs feelings of pride within you.
Etiquette at Business Meetings: Starting the Meeting
Ask new members of group to introduce themselves. Ask historical members to give their names and positions. Preview the agenda and set a time limit for each item, including time at the end of the meeting to come back to issues.

Introduce lower ranking person to higher ranking person. Include useful information


Father Graham, may I introduce Libby Smith, our new assistant director of diversity. She recently earned her MA in Human Resources at Indiana University. Father Graham has served as President of Xavier University for the past 6 years. Recently, US News & World Report ranked Xavier as the 2nd best comprehensive university in the Midwest.
Meeting Etiquette
Before the meeting Starting the meeting After the meeting

Etiquette at Business Meetings: Before the Meeting



Arrive early to make sure meeting room is set up correctly. Put agendas in place. Provide for drinks and a light snack. Stand near the door to thank each person who arrives. Ask what issues are of particular interest to them. Introduce new members to existing members