Reception and visit the same, the same can play to enhance contact, improve efficiency, exchange of feelings, the role of communication information, the same is often used by individuals and units of social interaction.
Types of reception
Divided according to different criteria, there are different types of reception. Generally speaking, there are the following:
(1) Divided according to the standard of reception object
①Official reception. It is the reception to fulfill the official activities between superior and subordinate levels and between parallel organs.
② Business reception. Is for certain business purposes and reception activities.
③ petition reception. It refers to the reception of government departments to the petitioners.
4 consumption reception. It refers to the reception in the consumption activities.
⑤Friends reception. It refers to the reception between friends for the purpose of enhancing friendship and strengthening ties.
6 foreign guest reception. It refers to the reception in foreign affairs activities.
(2) to the reception place as the standard division
① indoor reception. It refers to the reception of all kinds of visitors by the staff of organizations in their own offices and reception rooms.
②Outdoor reception. It refers to the reception of the visitors when they arrive, stay with them during the visit and send them off.
While the type of reception is different, but the etiquette, follow the principle should be more or less the same.
Principle of reception
Both units and individuals in the reception of visitors, we hope that the guests can be happy, satisfied and return. In order to achieve this purpose, in the process of reception must follow the principle of equality, warmth, courtesy and friendliness.
In social interaction activities, regardless of the size of the unit, the level of high and low, regardless of friends near and far, the status of the same, should be treated equally, with courtesy, warmth and friendliness. In order to win the respect and love of visitors, to communicate information, exchange of feelings, make friends with the purpose.
Preparation for reception
"Courtesy" is an ancient traditional virtue. Both visit, there will be reception. Visit to pay attention to etiquette, of course, reception should also pay attention to etiquette. On the reception of the preparation, should pay attention to the following aspects:
(1) comprehensive consideration, thoughtful arrangement
①Time. As a receptionist, whether it is for official reception or reception of friends, it is necessary to remember the date and specific time of the visitor. To do all aspects of preparation before the arrival of the visitor. If the visitor has no prior notice and arrives unannounced, the receptionist, no matter how busy he or she is, should stop immediately and treat the guest warmly.
②Place. Reception place that we usually say parlor. Before the arrival of the guests according to the specific circumstances, the parlor carefully cleaned up a bit, put some flowers. Generally should be cleaned first, appropriate preparation of some cigarettes, fruits, beverages, tea and so on. If it is business or other official talks, should also prepare some stationery and may be used on the relevant information for use and inquiry. In short, the layout of the meeting room should be in line with the neat, beautiful, convenient principle.
③Reception. Before the arrival of the visitor, to understand what transportation guests are taking to come. If it is a visit with a car, then get ready in front of their own home; if it is by car, train, airplane, ship, should be ready to pick up the station. If the unit has a car, it should take the car to the station, pier or airport to wait for the guest, and at the same time, it should also be prepared to pick up the guest plate, on which it is written "welcome x x x delegation" or "welcome comrade x x x" or "x x reception office " and so on. When you greet the guests, you should hold up the sign so that the guests can recognize it. Properly do these jobs, can give the guests a warm, thoughtful feeling, not because of the environment is not familiar with the transportation inconvenience to the guests to bring difficulties and trouble.
4 accommodation. Arrangement of accommodation, first of all, we must understand the living habits of the guests; secondly, we should try our best, not wasteful.
5 Specifications. Reception specifications should be arranged according to the specific circumstances of the guests, not too high, not too low, and at the same time, according to the different specifications, the arrangement of the main reception staff. All of this work should be done before the arrival of the guests, otherwise the guests will cause no one to take care of the embarrassing scene.
6 dress instrument. Beautiful instrument is the embodiment of a beautiful mind, beautiful instrument is the respect for society and others. If a person's dress does not meet the requirements of a certain occasion, it will cause misunderstanding. Receptionists should make proper preparations for their own dress and instrumentation, not casually. Especially in summer, more attention should be paid to not wearing undershirts, pants, slippers to receive guests. In ancient and modern times and at home and abroad, people are the host instrument neat and tidy with respect to the guests with or without a direct link.
7 speech. Welcome is to meet the guests when using the language of greeting, generally do not need to make written preparations, but when you see the guests to say "welcome to your arrival", "welcome to guide you to work", "welcome! "and so on. For some grand reception, it is necessary to prepare some short written welcome.
Additionally, generally in the important official reception, but also to prepare some welcome banners, to show respect for the visitors.
(2) understanding of the guests, the heart of the matter
As a receptionist must have a detailed understanding of the situation of visitors, in order to do the heart of the matter, good reception. To understand the guests is mainly to find out the purpose of the visit, gender, number, job level, whether there are couples traveling with the situation.
Guests visit are purposeful, through the understanding of the purpose of the guests, in order to target the preparation of the talks; through the understanding of the number of guests, gender and whether there are couples traveling with the specifics of the arrangements for transportation and accommodation, in order to prevent the lack of preparation, resulting in the reception of not enough; the understanding of the level of the position of the host to facilitate the corresponding specifications of the reception.
Reception specifications
(1) reciprocal reception. Accompanying personnel and guests of the position, level and other identity largely consistent reception, which is the most common in the reception work, in general, to what level of guests, the unit should also send what level of comrades accompanied; in the family is who's friends who receive. Unit leaders or other people in the family can only do courtesy visits.
(2) high-specification reception. It refers to the reception of the accompanying guests than the guests of higher positions. To make this kind of reception arrangements are mainly due to the following considerations: First, the higher authorities to send staff to check the work situation, convey verbal instructions; Second, the parallel authorities to send staff to discuss important matters; Third, the lower authorities have important things to ask for instructions; Fourth, well-known figures to interview or advanced figures to make a report. In general, the reason for the high standard of reception is because of the important things and important people must be directly responsible for the person in charge.
(3) low-specification reception. Refers to the companion than the guests of the reception of low positions, which is also a common method of reception. For example: superior leaders to investigate, inspect the work, the purpose of the guest is to visit the study, etc., can be treated as a low-specification reception. But in this, the kind of reception should pay special attention to enthusiasm, politeness.
Welcome etiquette
Welcome is one of the important etiquette in the reception. It not only shows the enthusiasm of the host, but also gives the guests a pleasant feeling like spring breeze. Generally speaking, the etiquette of the norms are as follows:
(1) meeting
"Three steps out of the welcome, the body to send seven steps", which is the traditional etiquette of welcoming guests in China. The etiquette of receiving guests should flow naturally from ordinary demeanor, so as to show the sincerity of the host. When a guest arrives on time at the agreed time, the host should go ahead to meet him. If you are hosting a friend in your family, it is best for the couple to go out together to meet the guest. Seeing the guests, the host should warmly greet, take the initiative to reach out and shake hands to show welcome, and at the same time to say "you road hard", "welcome", "hello" and other pleasantries. If the guests carry heavy objects should take the initiative to take over, but do not help to take the guest's handbag or briefcase. The elderly or the body is not very good guests should go forward to help, to show concern.
(2) by car
When getting on the car, the receptionist should open the door for the guests, from the right side of the car, and then from the back of the car to the left side of the car. Seats in the car, the back row of seats should be allowed to honor the eldest (back row seat two people, the right side of the honor; three people in the middle of the seat for the honor, the right side of the second, the left side of the left again), the younger generation or the status of those who are lower, sit in the seat next to the driver. If the host is driving the car himself, he should give the seat next to the driver to the honored one, and the rest of the people sit in the back row. In the car the host should take the initiative to talk with the guests, and also introduce the local customs and tourist attractions to the guests. When the car arrives at the location, the host should get off first, open the door for the guest and ask the guest to get off.
(3) Entering the room
After getting off the car, the escort should walk on the left side of the guest, or walk behind the main escort and the guest. When you get to the door of the parlor, the main escort or the escort should open the door to let the guest in first, and give the best place in the room to the guest. At the same time, the guest should be introduced to the relevant persons present in accordance with etiquette.
To the visiting guests, regardless of position, whether familiar, should be treated equally, warm welcome, cordial greeting. If there are family members, close friends or colleagues at the reception site, they should also be introduced one by one to show a friendly atmosphere. If the guests suddenly visit, but also as soon as possible to organize the room, office or desk, and apologize to the guests.
Hospitality etiquette
Good hospitality etiquette reflects the host's warmth and attentiveness. It makes the guest feel kind, natural and dignified, and also makes oneself appear polite, affectionate and honorable.
(1) Give seat and introduction
If it is an elder, superior or equal, he should be asked to sit on the upper seat, and the host sits on the side accompanied; if it is a junior or subordinate, then please feel free to sit.
If the guest is a first-time visitor, you should introduce the family and exchange greetings. Then make tea, hand cigarettes or take out fruits and snacks to entertain the guests. If you invite guests to eat, you should ask them if they want to wash their hands; if you invite guests to eat watermelon, you should prepare plates and towels to put melon seeds and rinds.
(2) Tea Offering
In family hospitality, offering tea to guests is an important part of hospitality. Waiting for the guests to sit down, should try to within sight of the guests to wash the tea cup. Even if it is usually spare clean tea cups, but also with boiling water to wash, so that guests feel that you pay attention to hygiene, to avoid the tea cup unclean and do not want to drink the embarrassing situation.
To use boiling water to make tea, such as no boiling water, should immediately boil a small amount of urgent need, and to greet the guests, please wait a moment. Boiling water to make tea, favorable overflow of tea, while the tea leaves sink to the bottom of the favorable drinking. Do not use warm water to make tea, so that the tea leaves floating set the mouth of the cup, and impede the conversation, but also make the guests do not want to drink.
Tea cups should be placed lightly, not recklessly, so as not to spill tea, so that the tea table wet, even if even wipe with wipe, will affect the atmosphere of the guests; if the guests splashed on the body, it is even more embarrassing.
The end of the tea is also should pay attention to the etiquette, should be two hands to the guests tea. Cups with ears, usually with one hand to grasp the ear, the other hand to hold the bottom of the cup, the tea to the guests, and then said "please use your tea" or "please drink tea". Do not use five fingers to pinch the edge of the cup to the guests in front of the send, so the tea is not hygienic, but also polite.
The action of pouring tea should be light and gentle. At the same time, pay attention not to pour too full at once, and the formation of a punch four overflow. If the herbal tea is more, should be poured to some of the pouring. Pouring tea should be timely, the guests are talking about strong, not frequently pouring tea. Guests stay longer, the tea is too light, to re-add tea brewing, re-brewing the best with the same kind of tea, do not arbitrarily replace the species.
(3) to smoke
If you come to visit the guests, have a hobby of smoking, should be a cigarette to honor. To smoke, the cigarette box open, with the hand popped out a few, and then asked the guests to smoke. You can't force a guest to smoke if he doesn't want to.
(4) talk
Talk is an important part of the process of hospitality, is related to the success of the reception of an important part. First of all, the conversation should stick to the theme. Visitors and hosts of the two sides of the talks are purposeful, so the conversation should be centered on the theme, do not deviate from the theme. If it is an exchange between friends, to find both sides are interested in talking about things, do not just talk about their own things or their own concerns, regardless of whether the other party is willing to listen to or cold shoulder each other. Secondly, pay attention to the attitude and tone of conversation. When talking, we should respect others, do not hurt people with bad words, do not use strong words, the tone of voice should be gentle and moderate, do not use force to oppress people. Third, the talks should listen carefully to others, do not look around to show an impatient expression, should be timely to nod or smile in response, do not casually interrupt. To wait for others to talk about their own views and opinions, not just listen to talk, otherwise, it is also a sign of disrespect for others. Fourth, pay attention to the sitting posture when talking. Fifth, do not frequently look at the watch, yawn, so as not to misunderstand the other side you in the expulsion.
(5) accompanied by a visit
Accompanied by a visit is a common etiquette in the reception process. Accompanying guests on tours, visits, tours, pay attention to the following aspects: first, to be arranged in advance in the reception program, familiarize yourself with the situation in advance, in order to make a detailed introduction to the guests. Secondly, to comply with the time, neatly dressed, arrange transportation matters. Once again, accompanied by the same time to be enthusiastic, active, mastery of proportion.
Perhaps some visitors are not the host of the object of welcome, but in terms of etiquette or virtue, the visitor is a guest, the host can not be based on their own good or bad and not expel the order, but must take a number of hand in hand with the polite approach. Otherwise, not only the other party resentment, they will also lose their morality and identity.
Send off etiquette
Send off is the last part of the reception, if not handled well will affect the effect of the entire reception. Send a guest etiquette, focusing on sending a friendship. Specifically, there are:
(1) politely stay
Whether to receive what kind of guests, when the guests are ready to leave, generally should be politely stay, which is polite rhetoric, but also essential.
When the guests leave, and after the guests get up and then get up. It is best to ask members of the family to send the guest out together. Parting should be full of enthusiasm to greet the guests "slowly", "goodbye", "goodbye", "welcome to come back", "often contact". The first thing you need to do is to ask the person to leave the house, and then you should say, "Good-bye," "Welcome again," "Keep in touch.
(2) send the guest to the way
If the guest will be sent to the door, should be in the guest's figure completely disappeared before returning. Otherwise, when the guest walks a distance and then turn back to salute, found that the host is no longer there, the heart will be some bad taste. In addition, send the guest back into the house, the door should be gently closed, do not make it sound. The practice of closing the door with a "bang" when the guest has just left the room is extremely impolite, and is likely to "bang" away all the emotions that have been cultivated during the guest's visit.
Don't be so distracted when you drop off a guest at the station, dock, or airport that the guest gets the wrong idea that you're trying to hurry him along. If you are going to the airport, it is best to wait until your guests have passed through the security checkpoints before returning. The reason for this is that there may be some items that are not allowed to be taken on the airplane and need to be kept by you.
If the guest is "more determined" to refuse to see the host, then you can follow the guest's meaning, do not have to "force to send the guest".