First, standardize your professional image.

1, workplace etiquette

Many professionals, in order to beautify the external image, do not hesitate to spend a lot of money on beauty and buy high-end clothes. Everyone has a love of beauty, and there is nothing wrong with it. However, the dazzling image carefully created will often be completely shattered because of some behavioral mistakes. Modifying one's physical beauty and revealing one's elegant manners from subtleties are far more pleasing to the eye than a clothes hanger!

① Standing posture

The ancients said: stand as loose as a pine. Contact the world of modern workplace, but you don't have to stand so serious! While men mainly show masculine beauty. They stand with their heads held high, their feet shoulder width apart, their center of gravity naturally falls between their feet, and their shoulders are relaxed. The lady is soft and light, standing in a T-step.

When you speak, you should face each other and keep a certain distance. Try to keep your body straight and don't lean. Stand by and watch walls, tables and chairs; It is unsightly and impolite to cross your legs too far apart. Don't play with what you have, it's impolite to be absent-minded like that.

② Sitting posture

③ Walking

Walking on the right side of the road, I met my colleagues and supervisors and greeted them. In the process of walking, we should avoid smoking, eating, whistling, tidying clothes and other behaviors. When going up and down the stairs, distinguished people and ladies should go first. When there are many people, be careful not to occupy the road because of walking side by side.

2. Body language

1) eyes

When interacting with people, eye contact is essential. Correct use of eyes, conveying information and shaping professional image should follow the following rules.

PAC law:

P-parent refers to communicating with others with paternalistic and instructional eyes. Look at each other from top to bottom, trying to find out the mistakes.

A- adult refers to communicating with people from the perspective of adults. The relationship between them is equal and the line of sight is from top to bottom.

C-child, usually a child's eyes, eyes up, indicating request or coquetry.

As professionals, of course, we all communicate with people through the eyes of adults, so it will be surprising to locate accurately and not choose the wrong eyes in front of the wrong place and object.

Triangle law: choose the area where your eyes stay or stare according to the proximity and distance between the communication object and you. If the relationship is average or the first time we meet, and the distance is far away, look at the triangle area from the forehead to the shoulder; If the relationship is familiar and close, look at the triangle area from forehead to chin; If you are close, look at the triangle area from your forehead to your nose. Distinguish the object, sit in the right position, and don't make a mistake!

Time rule: Don't make eye contact for more than three seconds at a time. It is most appropriate to make eye contact with each other 60%-70% of the time during communication. Less than 60% means that you are not interested in each other's topics and conversations; More than 70% means that you are more interested in each other than what he says.

② gesture application

Gestures can express introduction, guidance, please, goodbye and other meanings. Gestures must be soft, but not sloppy.

3. Position your professional image.

"The cloud needs clothes, and the flowers need clothes". Compared with the steady and monotonous men's wear, women's wear is much brighter and richer. Dressing appropriately can not only look more beautiful, but also reflect the good cultivation and unique taste of a modern civilized person.

(1) Basic principles of professional dress

Dress TPO principle

TOP is the abbreviation of three English words, which stand for time, occasion and place respectively, that is, the dress should be coordinated with the time, occasion and place at that time.

Principle of occasion: dress should be coordinated with the occasion. Dress dignified and elegant when talking with customers and attending formal meetings; When listening to a concert or watching a ballet, wear a formal suit as usual; When attending a formal banquet, you should wear China traditional cheongsam or western long skirt evening dress; Dress lightly and comfortably at friends' parties, outings and other occasions. Imagine if everyone is wearing casual clothes and you are wearing formal clothes. Similarly, if you pretend to attend a formal banquet, it is not only disrespectful to the host of the banquet, but also embarrassing yourself.

Time principle: Dress codes in different time periods are particularly important for women. Men have a high-quality dark suit or tunic suit, which is enough to win the world, while women's clothes change with time. When working during the day, women should wear formal clothes to show their professionalism; When attending cocktail parties at night, you need to add more decorations, such as changing a pair of high heels, wearing shiny accessories and wearing a beautiful silk scarf; The choice of clothing should also be suitable for the seasonal climate characteristics and keep up with the trend.

The principle of site selection is to receive guests in their own homes and wear comfortable but clean casual clothes; If you are visiting a company or unit, wearing professional clothes will look very professional; When you go out, you should take into account local traditional customs, such as going to church or temple, and you should not wear revealing or short clothes.

(2) Professional women should pay attention to dress.

Neat and flat clothes don't have to be luxurious, but they must be kept clean and ironed to be decent and look refreshed. Cleanliness is not entirely for yourself, but also for the needs of others. This is the first priority of good manners.

Color skills Different colors will give people different feelings. For example, dark or cool clothes will make people feel visually contracted and look solemn. And thin or warm clothes will have a sense of expansion, making people look relaxed and lively. So you can choose the collocation according to different needs.

In addition to the main clothes, the collocation of shoes, socks and gloves should be more elegant. For example, socks should be transparent, similar to skin color or coordinated with clothing color, and socks with large patterns cannot be elegant. Sandals or boots are not suitable for formal occasions. Black leather shoes are the most widely used and can be matched with any clothes.

The ornaments are beautifully decorated. Wearing accessories can make the finishing point and add color to ladies. But it is not advisable to wear too many accessories, otherwise it will distract each other's attention. When wearing jewelry, try to choose the same color system. The key to wearing jewelry is to match your overall clothing.

③ It is forbidden to dress.

Jeans (clothes, trousers), miniskirts, slippers (including fashion cooling)

4. How to create professional makeup

Receptionists should wear light makeup when they go to work to show women's health and confidence. Here is a makeup method suitable for most women.

Wash your face first. Massage the face with moisturizing cream to make it completely absorbed, and then make up.

Priming: When priming, it is best to soak the sponge, and then pat it gently with a priming solution close to skin color.

Make-up: Dip powder puff into dry powder and gently rub it, mainly in the T-shaped area of the face, and set the rest powder on the outer contour.

Draw eye shadow: professional women's eye makeup should be natural, clean and soft, focusing on the root of eyelashes at the outer corner of the eye, and then gradually smudge upwards and outwards.

Eyeliner: the drawing method of eyeliner should be close to the root of eyelashes, carefully sketched, and the outer corner of the upper eyeliner should be slightly upturned. This eye shape is very attractive.

Eyebrows: first arrange the eyebrow shape, and then draw it gently with an eyebrow brush.

Eyelashes: Use the eyelash curler to cling to the root of eyelashes to make them curl, and then brush mascara along the direction of eyelash growth.

Blush: the blush of professional makeup mainly shows a natural and healthy look. Fashion smudge method is generally below the cheekbones, and the outer contour is decorated with makeup cakes.

Lipstick: Choose bright and natural lipstick to show the health and self-confidence of professional women.

After making up according to the above steps, a beautiful, healthy and confident professional woman will be presented to people.

Second, business reception etiquette

1, daily reception work

① Greeting etiquette

Visitors should be greeted immediately: it should be recognized that most visitors are very important to the company, and they should show a warm, friendly and willing attitude. If you are typing, you should stop immediately. Even if you are on the phone, you should nod to the visitors, but you don't have to stand up to greet or shake hands with them.

Greet guests warmly: when greeting, nod gently and smile. If you are a guest you already know, your address should be more cordial.

Reception of strange guests: when a strange guest comes, be sure to ask his name and the name of the company or unit. You can usually ask: What's your name, please? Which company are you from?

② Reception etiquette

Pay attention to the following points when receiving guests.

(1) When the person in charge the guest is looking for is not available, clearly tell the other party where the person in charge has gone and when to return to the company. Please leave your phone number and address, and make it clear whether the guests will come to the company again or our responsible person will go to another company.

(2) When the guests arrived, for various reasons, our responsible person could not meet them immediately. We should explain the reason and waiting time to the guests. If guests are willing to wait, they should be provided with drinks and magazines, and if possible, they should change drinks from time to time.

(3) The receptionist should have correct guiding methods and postures to guide the guests to their destination.

Guidance method in corridor. Before the second or third step of the guest, the receptionist should cooperate with the pace and let the guest go in.

Guidance method in stairs. When guiding guests upstairs, guests should be allowed to walk in front and receptionists should walk behind. If you go downstairs, the receptionist should walk in front and the guests should walk behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.

Guidance method in elevator. When guiding the guests to take the elevator, the receptionist first enters the elevator, closes the elevator door after the guests enter, and when they arrive, the receptionist presses the "on" button to let the guests get out of the elevator first.

Guiding method of living room. When the guest enters the living room, the receptionist signals him to sit down with his hand, and only nods to leave after seeing the guest sit down. If the guest takes the wrong seat, please ask the guest to change (usually the next seat is on the side near the door).

(4) sincerely serve tea. People in China are used to entertaining guests with tea. Pay special attention to tea sets when entertaining distinguished guests. There are many rules for pouring tea, and there are many rules for handing tea.

Step 2 receive uninvited guests

Don't directly answer whether the person you are looking for is there when the guest has no scheduled visit. Instead, tell the other party: "Let me see if he is here." At the same time, he politely asked the other party's purpose: "What do you want with him?" If the other person doesn't give you a name, be sure to ask, and try to judge whether you can see your colleagues from the guest's answer. If the person the guest is looking for is from the company, it should be handled with more caution.

Third, telephone etiquette.

1, telephone answering skills

① purpose

By telephone, the caller was deeply impressed that Keybridge Communication is a polite, enthusiastic, enthusiastic and efficient company. Be enthusiastic when answering the phone, because we represent the image of the company.

② Hold the receiver in the left hand and the pen in the right hand.

Most people are used to picking up the receiver with their right hand, but in the process of telephone communication with customers, it is often necessary to make necessary written records. When writing, the microphone is usually clamped on the shoulder, so that the mobile phone can easily fall off and make a harsh sound, which brings discomfort to customers.

In order to eliminate this bad phenomenon, we should advocate holding the receiver with the left hand and writing or manipulating the computer with the right hand, so that we can communicate with customers easily.

Pick up the phone within three times after it rings.

④ Pay attention to pronunciation and expression.

You must speak clearly, face the microphone and pronounce correctly. When talking on the phone, you can't shout or be vague, but use your normal voice-and try to use a warm and friendly tone.

You should also adjust your expression. Your smile can be spread by telephone. Use polite expressions, such as "thank you" and "what can I do for you?" "You're welcome."

⑤ Keep the correct posture.

You should always keep the correct posture when answering the phone. Under normal circumstances, when a person's body sinks slightly and the abdomen is oppressed, it is easy to cause the voice of the abdomen not to come out; Most people talk with their chests, which makes them thirsty. If you use the voice of Dantian, it can make the voice magnetic without hurting your throat. So keep sitting posture, especially don't lie on the edge of the table, which can make the sound natural, smooth and beautiful. In addition, smiling can also make the caller feel your pleasure.

⑥ Repeat the call points.

Before answering the phone, don't forget to repeat the main points of the call to prevent misunderstanding caused by recording errors or deviations and make the whole work more efficient. For example, check and proofread the meeting time, place, contact number, area code and other information to avoid mistakes.

Finally, thank you.

The last thank you is also the basic etiquette. Guests are guests, and customers are the most important. Don't think you can ignore telephone customers because they don't face them directly. In fact, customers are the food and clothing parents of the company, and the growth and profit increase of the company are closely related to the communication between customers. Therefore, employees of the company should be grateful to customers, thank customers and bless customers.

Let the customer take the line first today.

Whether it is manufacturing or service industry, it should be remembered that in the process of making and answering the phone, the customer should receive the line first. Because once you hang up first, the other party will definitely hear a "click", which will make the customer feel very uncomfortable. Therefore, at the end of the call, you should politely ask the customer to hang up first, and then the whole call will be successfully ended.

Pet-name ruby when calling and meeting guests, in principle, guests should be entertained first. At this time, you should apologize to the caller as soon as possible and hang up after getting permission. However, if the content of the call is too important to hang up immediately, you should tell the visiting guests to wait for a while and then continue the call.

2. Telephone transfer process

When we receive an outside call, we should follow the following procedures:

① Use the following sentence: "Hello, Keybridge Communication."

② Different callers may request to transfer to some people. Any call to the manager or leader must first be transferred to the relevant secretary or assistant. This can ensure that the manager or leader will not be disturbed by unimportant phone calls.

(3) If the caller asks to transfer someone to a certain position, such as "May I speak to the human resources director of your?" "I'll transfer you to his office." Then, we tried to transfer the call to the relevant secretary.

If the caller says the name of the person he is looking for, you must answer, "just a moment, please. I'll transfer you to his office." Then, try to transfer the call to the relevant secretary.

If the secretary's phone is busy or you can't find the secretary-you must answer, "I'm sorry, Mr. * *' s phone is busy." Do you want to wait? "

If the caller answers "Yes", please ask the caller not to hang up, but at the end of a minute, you must confirm with the caller whether to wait a little longer. You must say, "sir, the line is still busy." Do you want to wait? If you answer "no", you must say, "Is there anything I can tell you?" "

If you know that the relevant personnel are not in the office now, you must say, "Sorry, Mr. * * is not in the office for the time being. Is there anything I can tell you? " Or "Sorry, Mr. * * has gone to Hong Kong on business. Is there anything I can tell you? " Never send a message without knowing the other party's motives and purposes, let alone tell the designated recipient's whereabouts or tell the caller the recipient's mobile phone number or home phone number.

If the caller doesn't want to talk to a specific person, or is not sure who to talk to, you must say, "What can I do for you?" Understand the purpose of the caller by talking to him. If it is a complaint call, you should listen carefully and help them find someone who can help, but you can't directly transfer the call to the company leader. If it is a general sales call, you must say, "Sorry, Mr. * * is not in Hong Kong, so I can't contact his secretary for the time being. What message do you want me to convey? "

If the caller dials the wrong number, you must say, "Excuse me, have you dialed the wrong number?" ? This is the key bridge of communication. If necessary, you can also tell the caller "The phone number here is 25625233".

If one phone call takes a long time and another phone call comes in, you must say, "Excuse me, sir, can you wait a moment and let me answer the other phone call?"

Pet-name ruby when transferring the phone, if you know, tell the leader or secretary the name of the caller.

Fourth, the etiquette and order within the company.

1, leaving and going out

The particularity of the receptionist's work determines that she can't leave her seat for too long, usually not more than 10 minutes. If you need to go out for special reasons, you should first find a suitable agent and explain clearly how to answer the phone.

2. Strictly observe working hours

The receptionist should stick to the timetable strictly. Under normal circumstances, you should arrive at your post 5- 10 minutes in advance, and leave work in the afternoon should be delayed by 20-30 minutes.

Step 3 chat

We should distinguish between small talk and conversation. The front desk staff should try their best to avoid the long-term busy line of personal telephone. Should not appear at the front desk to chat with other colleagues.

When submitting a business card, you should use your hands or right hand, and hold the two corners of the business card with your thumb and forefinger so that the text faces the other side. When submitting, you should look at the other person and smile. You can say, "Please take care."

Use both hands when receiving business cards, and read the contents carefully. If you talk to the other person next, don't put away your business card. You should put it on the table and make sure it won't be overwhelmed by other things, so that the other person will think that you value him.