Our learning goal

Your every move will affect the customers' impression of the company. Learning etiquette knowledge is beneficial to:

1. Improving the personal quality of service personnel;

2. show better respect to the clients;

3. Create and maintain the overall image of the company;

4. Make the company create better economic and social benefits.

the meaning of etiquette

politeness: generally speaking, it means expressing modesty and respect to the communication object through words and actions in interpersonal communication. It focuses on expressing people's quality and accomplishment.

Etiquette: It usually refers to the customary form that people show respect and friendship to each other in communication occasions. It is actually a concrete expression of politeness. The relationship between it and politeness is that there is no politeness without etiquette; Politeness is bound to be accompanied by specific etiquette.

Etiquette: refers to the complete behavior of self-discipline and respect for others in interpersonal communication with certain and established procedures and methods from beginning to end. It is the etiquette and politeness requirements that people should follow in terms of courtesy specifications and protocol order in social communication.

daily work etiquette

A, telephone etiquette and communication skills

(1) The first important voice: (Say hello, introduce yourself) The voice is clear, pleasant and clear

(2) Keep your mood cheerful-facial expressions will affect the change of your voice

(3) Correct posture and clear voice: (Enthusiastic and positive.

(4) Answer quickly and accurately-it is best to answer within three tones. There are two or three phones ringing at the same time on the desktop, and long-distance calls are preferred.

(5) Make a careful and clear record —① When, ② Who, ③ Who, ③ Where, ④ What, ⑤ Why, ⑤ How to deal with it

(6) Effective telephone communication—respond positively and listen carefully

(7) Politeness before hanging up: (skillful in stopping, suggesting that the other party has a visitor, someone calls himself or calls in, etc.)—Who is calling? Usually: the caller hangs up first, and the leader hangs up first.

B, door opening and closing etiquette

Whether you are a man or a woman, let the guests or people with higher classes in the group pass first, and you don't need to do anything to open the door;

when someone comes to visit, the host should go through first to lead the way for the guest.

If it is known that this door is difficult to open, you should walk in front of the guest and explain to the guest, "This door is very heavy, so I'd better open it."

If the person walking in front of you is a person with crutches, or a wheelchair, or his arm is wrapped in plaster, or he looks weak and slow to move, when he is about to pass through a door, whether you know this person or not, you should immediately step forward and show your attitude, and then hold the door with your hand to prevent it from closing quickly.

★ When knocking at the door, you usually tap the middle joint of the index finger and middle finger of your right hand, and then push the door to enter when you get an answer.

C. Politeness of the desk

It is polite to keep the desk clean.

During working hours, do not eat strong-smelling food, and do not place and put away beverage bottles at will.

Desk placement: computer monitor, mouse, telephone, teacups and small plants.

Only the working data currently in progress are placed on the desktop; Get ready for the next job before rest; Because when you leave your seat temporarily when eating or going to the bathroom, you should cover the documents; Only computers can be placed on the desktop after work, and documents or materials should be put in drawers or filing cabinets.

D, etiquette of working and walking areas

(1) and etiquette of elevators

(1) are conducted in the order of first-in, last-in.

(2) Take the staff elevator, and the managers can take the passenger elevator because of their work needs.

(3) When walking with guests, let the guests (first ladies and children) in/out first, and stand in the elevator facing the elevator door.

(2) Etiquette for going up and down stairs

1. When going up stairs, guests and leaders go first.

2, down the stairs, guests, leaders.

e. introducing etiquette

the etiquette introduced is to behave generously and appropriately. The principle of introduction is to introduce the low-level to the high-level; Introduce the young to the old, the unmarried to the married, the men to the women, and the natives to foreigners.

F, the etiquette of shaking hands

A pleasant handshake is firm and powerful, which can show your confidence and enthusiasm, but it should not be too hard and take too long, just a few seconds. If your hands are dirty or cold, or there is water or sweat, it is not appropriate to shake hands with others. Just take the initiative to explain the reasons for not shaking hands. A woman should take the initiative to shake hands with the other person and shake hands without gloves. In addition, don't shake hands with others while chewing gum.

gfd, a male and female employee, requires that

A female employee's gfd should be standardized as follows:

Uniforms must be neat and ironed, and nameplate should be worn on the left chest and front. It is forbidden to put more items in the pocket.

hair: short hair should not be over the shoulders, and should be neatly combed and attached. Long hair must be neatly tied into a bun at the back of the head with the contract issued by the company, and all hair clips and hairpins must be black and not attached with any other colors; Prohibition: dyeing strange color hair or weird hairstyle.

makeup: natural and elegant light makeup, including blush, eye shadow, lipstick and foundation close to skin color, must be maintained, and a clean, refreshing and non-greasy face should be maintained; Prohibition: heavy makeup and avant-garde makeup

nails: nails must be clean and tidy, and the length should not exceed 2mm. Prohibition: long or dirty nails and bright nail polish.

shoes and socks: the shoes of employees wearing skirts must be clean and shiny black leather shoes, and the socks must be thin stockings close to skin color; The socks of employees wearing trousers must be short stockings close to skin color, and employees in catering kitchen and cleaning department can wear rubber shoes or other black non-slip shoes; Prohibition: no socks and dirty shoes.

accessories: only one beautiful, simple and elegant watch is allowed on the wrist, and cartoon-like large-scale watches are not allowed. The strap can be made of leather, plastic or metal, and the leather or plastic strap must be black or brown, while the metal strap must be gold or silver. Only a simple ring is allowed (but no one in the kitchen of the catering department is allowed to wear any ring), and only a pair of earrings can be worn, but the earrings must be buttoned or close to the earlobe, pendant earrings are not allowed, no chain ornaments and tattoos are allowed, and employees below the supervisor level are not allowed to bring their mobile phones to work without permission; Prohibition: exaggerated and avant-garde ornaments.

underwear women's underwear can't be exposed. For example, when wearing trousers and skirts, don't show the outline of underwear obviously, and the shoulder straps of bras can't be exposed outside the clothes. It is very indecent and rude to wear pajamas in public places.

wearing stockings when wearing a skirt suit is not only the need of etiquette, but also can cover up the defects of the legs and increase the aesthetic feeling of the legs. The color of stockings should be coordinated with the color of the skirt. People with thick legs are suitable for wearing dark socks, while those with thin legs are suitable for wearing light ones. Generally, socks with bright colors and obvious grids and patterns are not selected. When wearing stockings, the hem of the stockings should not be exposed. It is indecent and rude to wear a pair of stockings with obvious yarn jumping damage.

choose different styles of shoes according to the principles of comfort, convenience, harmony and elegance. Generally, a short person can choose high heels, and a high heel can be lower, but it can't be flat heels. Older and fatter women should not choose heels that are too high or too thin.

Short skirts Young women's short skirts can be as short as 3-6 cm above their knees, but not as short as more than 1/2 of the total length of their thighs (the opening of Chinese cheongsam should also be in this position); The short skirts of middle-aged and elderly women must be 3 cm below the knee.

Make-up is a courtesy

Some people will ask, "Do you have to make up in the office?" Or someone will say, "I never wear makeup except for important things." There are many different opinions about makeup. However, putting on makeup before going to work every morning is actually one of the etiquette of work. Because at work, even if you are sitting at your desk, you often need to contact others. When you are in contact with others, if someone sees your gloomy face without makeup, you can't be regarded as a complete social person, although you are extremely careful not to make others feel unhappy. Maybe everyone thinks that makeup is an artificial beauty, which is not natural enough. In fact, the original purpose of makeup is to emphasize the advantages of the face and cover up its shortcomings. It's like cleaning your home when guests come to visit. Similarly, when you go to work in a company, you must receive guests with a pleasant face. How can you not decorate it a little?

A collection of light makeup

Office makeup should be based on the principle of nature, but don't misunderstand that "natural" makeup is simple makeup. The focus of natural makeup is how to make the foundation look symmetrical. Because the foundation is very effective in concealing, if the foundation with the same thickness is applied to the face regardless of angle, light and position, it will not only fail to achieve the function of makeup, but will make the face look flat and cause unnatural results. Therefore, in order to make your facial expression vivid and natural, after applying lotion, you should apply a brighter foundation at a higher position such as your nose. Because of the hectic life, for the sake of convenience, you can only apply the primer in a higher position on your face, and the rest can be lightly painted or not painted. The popular loose powder is a good choice for light makeup. Usually in the office, eye makeup is unpopular, especially for men over middle age, even a little modification will make them feel disgusted. However, if you only use the eyeliner to slightly outline the last third to half of the eyeliner, it will not only be vivid, but also not easy to be found, making you instantly a beautiful person with bright eyes. Note that the eyeliner should be drawn between the hair roots of eyelashes, so as to make the eyelashes look very dense and make the eyes more flexible. This season, you can choose dark gray or brown eyeliner according to your actual situation. If you are sure, other avant-garde eyeliners such as pink blue and fluorescent green are also very good; You can choose a cream eye shadow with a lighter color. Because the cream eye shadow is strong, it can play a very good role in brightening, and it will not produce a feeling of heavy powder.

sense of balance in makeup

You can make appropriate adjustments with the help of blush to make yourself have a healthy and ruddy face, so as not to make your eyes or lipstick stand out too much and cause unnatural feelings. Blush should be applied thinly and evenly. Blush in professional makeup or light makeup should be applied to the natural redness of the face, and the direction of application should be based on the order of muscle movement.

B. During the duty time, the gfd regulations for male employees are as follows:

Uniforms: they must be neat and ironed flat, wear nameplates on the front of the left chest, do not wear personal ties and bow ties, and do not have too many or conspicuous sundries in their pockets; Prohibition: keep many things in your pocket

Hairstyle: short hair and keep it clean and tidy. Prohibition: hairstyle with weird hair tips should not be dyed with bright colors

Face: Pay attention to face cleaning, you must shave frequently, keep a clean, refreshing and non-greasy face, and keep your breath fresh. Prohibition: beard and sideburns

nails: nails must be clean and tidy, and the length should not exceed 2 mm; Prohibition: Long or dirty nails.

shoes and socks: shoes must be clean and shiny black leather shoes, socks must be dark blue, dark gray or black socks, and employees in catering kitchen and cleaning department can wear rubber shoes or other black non-slip shoes; Prohibition: shoes are not clean without socks.

Accessories: Only one beautiful, simple and elegant watch is allowed to be worn on the left or right wrist. Cartoon-style large-scale watches are not allowed. The strap can be made of leather, plastic or metal. The leather or plastic strap must be black or brown, and the metal strap must be gold or silver. Only a simple ring is allowed (but no one in the kitchen of the food and beverage department is allowed to wear any ring), and employees below the supervisor level are not allowed to bring their mobile phones to work without permission. Prohibition: wear earrings, exaggerated or avant-garde ornaments, and leave tattoos

When handing out cigarettes, you should open the cigarette packet, pop up a few sticks with the upper half exposed, and hand out the whole packet, which will be extracted by the other party; If you can put it in a cigarette case at home, you can pick it up by the other party and wait for the other party to pick up the cigarette. Non-smokers, when others pass cigarettes, should wave their hands slightly to politely refuse, and should not show disgust; Don't force smoking. When a man greets a woman, if he doesn't know whether the other person smokes, he doesn't have to hand out a cigarette.

If several people light cigarettes at the same time, the young ones should give them to the older ones, the men should give them to the women, and the host should give them to the guests. Remember that a match or lighter cannot light three cigarettes in a row; Older people can light cigarettes first, and then young people can take the lit fire and light their own cigarettes; When a man borrows a light from a woman, the woman only passes a lighter without lighting it; When a woman borrows a light from a man, regardless of the age of the man, the man strikes a match or a lighter, and the woman bends over to catch fire. When someone lights a cigarette for himself, generally speaking, he should thank you softly; Smoke should not be held in your mouth when you borrow a fire.

Pay attention to smoking in non-smoking areas when smoking. Don't take a cigarette as soon as you enter a friend's house. After a period of time, the host can take the initiative to propose or ask for instructions politely. Generally, the host won't refuse, but when others don't smoke, they should try to reduce the number of cigarettes as much as possible, so as to avoid the resentment caused by excessive secondary smoking and the unsmooth conversation. Smoking should be less during the banquet. Chinese banquets usually wait until the fruit bowl is delivered, while western foods wait until coffee time. Try not to smoke during meals. There are women around. If you want to smoke, please ask the woman's permission first. Don't shake hands with others while smoking.

Manners

A Politeness

★ Respect your boss

1. On all occasions, smile when you meet your boss or colleagues and take the initiative to say hello.

2. When meeting the senior leaders of the company, such as the chairman and general manager, you should slow down your walking speed, give way to the outside and nod your head.

3. When you meet a company or colleague, you should take the initiative to say hello. If it is inconvenient to disturb, you can use gestures or nod.

4. The boss's criticism should not be explained; Don't blame or refute your boss's negligence or impropriety in public

5. You must get permission to sit in the boss's special office. The boss doesn't ask you to sit down, don't sit down casually, and don't turn over indoor items or glance at documents.

6. When the top leaders of the company visit the office or come to ask questions, the people sitting should stand up to show their respect.

★ In and out of the company

1. In and out of the company, you must walk through the prescribed employee passage. If you have a bag or handbag with you, you should take the initiative to go to the damage prevention staff, open the bag and let the damage prevention staff check it, and say, "Please", and the damage prevention staff should also echo "Thank you" when the inspection is completed. Use gestures to indicate that the inspection is complete or you can leave.

2. Employees are not allowed to wear casual clothes to enter the business area of the company during normal working hours.

B, common etiquette in service work

(1) Greeting ceremony: it is a kind of etiquette for people to greet each other when they meet. Greeting ceremony is a kind of reception etiquette for company service personnel when they come back from the store or go out. Greeting and congratulations are the main language. Greeting etiquette can be divided into the following different greetings in daily use:

① Greeting for the first time. Yuke