With the rapid development of economy, etiquette is particularly important in business activities. And reception etiquette will also become one of the important factors that determine the success or failure of business activities. Here is a detailed introduction to the etiquette and precautions for receiving foreign guests in the workplace. Welcome to read!
Workplace reception etiquette and matters needing attention
First, the preparatory work before the meeting:
First, master the unit, number, time and requirements of using the conference room, arrange the conference room as required, and put the required appliances. Contact the security department in advance to reserve a parking space. If security is needed during the meeting, security personnel need uniforms and neat security clothes. Turn on the air conditioner in the meeting room 30 minutes in advance, check whether the power supply is on, whether the computer, projector and TV are working normally, whether toilet paper, toilet paper and hand sanitizer are ready, whether the doors of the two balconies are open, whether the balconies are clean, check the lighting effect, and prepare the paper and pens needed for the meeting.
(1) Prepare the teacup: wash your hands, take out the disinfected teacup from the disinfection cabinet, and check whether there is any damage and whether the surface is clean and shiny.
(2) Location: It should be placed in the upper right corner of the participants, and the cup handle forms a 45-degree angle with the person. The distance between the cup and the table should be suitable for A4 paper, the writing paper should be placed in the middle of people, and the pen should be placed at a 45-degree angle above the paper.
When the conference room is in use, there should be a special person to receive the guests, put away the instruments before the guests come and stand at the stairs to meet them. When the guests come, look at each other, smile, greet the guests, sign in by hand, and lead the guests into the conference room. In winter, the service staff will reach out in time to pick up the clothes and hats taken off by the guests entering the venue and hang them up.
Second, environmental norms.
The floor, walls and windows of the hall shall be free of dust, stains, cracks and sundries, and shall be wiped clean and tidy on time. There is no noise in the hall, the functional areas are reasonably divided, and guests do not interfere with each other in meetings. The sound insulation effect of the venue is good, which can effectively protect the contents of the meeting from leakage. The lighting design and lighting effect of the hall meet the needs of the meeting, and can play the role of decoration and mediation atmosphere. The fresh air supply in the hall is sufficient, the ventilation is smooth, the air is fresh, and the air quality reaches the national standard. The temperature and humidity in the hall are appropriate, and there is no static electricity, dirty floating objects and peculiar smell in the room. Indoor environment layout and office supplies configuration can meet the needs of safety, convenience, comfort and practicality. Decorate with appropriate green plants, flowers, decorations, etc. , can make the guests fully relax visually.
Third, the use of signs.
Signs and text signs that reveal the main topics of the meeting are generally mapped on TV or projection screen by computer, or hung on the background wall of the meeting place in the form of eye-catching banners. The usage specifications of the logo include: the handwriting should be standard, eye-catching and concise, the text on the banner should not exceed 13, the logo content should highlight the theme of the meeting, the banner should be red, and the banner hanging position should be reasonable and correct.
Fourth, the table layout specification
The protocol order is generally in accordance with administrative duties, alphabetical order and arrival order. Generally, the main leaders in the room for bilateral meetings are in the middle, with the No.2 leader in the left hand position of the leader 1 and the No.3 leader in the right hand position of the leader 1. The host and the guest sat opposite each other. The host should sit on the side facing the door, the seat of the guest of honor and the host should be placed in the middle, and the space on both sides of the seat should be slightly wider than other seats. The host should also sit on the side facing the door, and the recorder should generally sit behind the conference table. (If there are few people in the meeting, you can also arrange to sit at the conference table.)
Five, meeting water knowledge
(1) Choose the water adding method before the opening of the meeting.
Generally, the time for adding water to a meeting should be about 5 minutes before the meeting starts. When pouring water, be careful not to be too full. It is advisable to fill the cup with seven or eight points. The handle of the cup should be 45 degrees to the right of the guest. Please make a gesture after pouring the tea. Don't put the teacup too high, and don't straddle the guests' shoulders and heads. Don't lift the kettle too high when you continue to drink water, lest the boiling water overflow. If you accidentally spill water on the table or coffee table, wipe it off with a small towel in time. Don't fasten the lid on the table. After pouring the water, check it glass by glass. You can use it to touch the outer end of the cup when checking. If it is hot, it means that the water has fallen. If it is cold, it means that it is leaking, and it is necessary to replenish water in time. After the general activity lasts 15-20 minutes, observe the water consumption of the site at any time, and add water at any time when it is hot. Improper teacup, pouring water directly into the cup on the table or coffee table and then pouring water, does not meet the operating specifications. When pouring water into a goblet, if it is inconvenient or uncertain to hold the cup and the lid in your left hand, you can turn the lid over on the table or coffee table and pick up the goblet to pour water. The waiter should cover the cup after filling it with water. Be careful, never put the lid button on the desktop or coffee table, which is neither hygienic nor polite. If it is found that the guest puts the cup on the desktop or coffee table, the service personnel should immediately pour it, drag it on the tray and cover the cup.
(2) Sequence: When pouring water in a meeting, it should start from the right (leading first, clockwise). When pouring water, don't point the spout at the guest, but pour it from the guest's right. The podium must be filled with water from behind the guests.
Verb (abbreviation for verb) conference process service
(a) Observe and control the entrance of the conference room, maintain order and ensure a quiet and safe environment around the conference room.
(2) Observe the meeting and pay attention to the temperature and sound effects of the meeting room at any time.
Meeting on intransitive verbs is over:
At the end, open the door of the meeting room in time, let the participants leave the meeting room smoothly, and help press the elevator. Check whether there are any items left behind when the personnel leave the site, and notify the relevant personnel in time if found. Finally, turn off the power switch, doors and windows, and lock the door after clearing the field.
Basic requirements for service personnel's instruments
Appearance, including one's appearance, clothes and personal hygiene, is the external expression of one's mental outlook.
The basic requirements for the hair of service personnel are: keep the hair healthy, beautiful, refreshing, hygienic and tidy at all times. The modified hair must be solemn, simple, elegant and generous. Hair should be rolled up, wearing a uniform headdress to avoid long hair, and it is best to avoid wearing complicated and exaggerated ornaments on hair in service work.
The male receptionist's hairstyle should be neat and moderate in length. The length requirement is that the front is not as good as the eyebrows, the back is not as good as the collar, and the side is not covered; Avoid weird and too trendy hairstyles; It is not advisable to use any hair accessories; Remember to keep your hair clean, dandruff-free and natural in color.
The basic requirements for the face of service personnel are: keeping the face clean, especially keeping the eyes clean; No nose; Pay attention to oral hygiene to ensure that there is no tooth residue; Facial expressions should be natural and avoid frowning. Female service personnel must wear light makeup to avoid heavy makeup.
Male receptionists should shave off their short hair and avoid foreign bodies or odors.
Dress: standard and neat.
Service personnel should wear uniform seasonal uniforms during work and keep them clean and tidy. The specific requirements are as follows:
Shoes and socks are clean, without damage and scratches, shoelaces are not dragged, shoes are simple and elegant in style, suitable in black and moderate in heel height; The color of socks is natural. The waitress should wear black stockings when wearing a skirt, and the mouth of socks should not be exposed from under the skirt.
Uniforms should be neat, fit and undamaged, buttons should be neatly tied, collars and cuffs should be clean, and shoulders should be free of dirt and dandruff. When wearing a uniform, avoid exposing underwear or underpants, and always check whether the tie or scarf is in the correct position. Service personnel should avoid wearing bright and eye-catching jewelry, and it is best not to wear any jewelry or jewelry during working hours.
Personal hygiene: the service staff's nails should be trimmed frequently, kept clean, without long nails and colored nail polish.
Take a bath frequently, change underwear and socks frequently, and keep your body odorless.
Rinse your mouth frequently, keep your breath fresh, and avoid eating foods with bad smell such as onions and garlic before going to work.
To sum up, the basic requirements for service personnel are neatness, conciseness and elegance.
Service personnel should not only pay attention to the shaping of external image, but also pay attention to cultivating their own internal temperament and self-cultivation, and show them to customers through image, smile, eyes, words and deeds and manners in the service process. Elegant musical instruments need long-term accumulation and precipitation, and service personnel need to practice hard.
Etiquette of external reception in workplace
dress code
Don't neglect the office dress. If you look neat, you will feel good and confident. Note that you are forgiven for not wearing it, which is too ostentatious. Newcomers should choose suitable clothes according to the nature of work and post. Don't experience chasing fashion; Clothes that are too casual and relatively conservative and formal will leave a good impression on people. In addition, if you do something unconventional all day and try to attract the attention of your boss or colleagues from the outside, your boss or colleagues will think that you are not focused on your work and you will definitely not be too serious.
Visitor reception
The front desk usually sits in the post. But when you meet a visitor, you should get up immediately, nod and smile at the visitor: Hello, who are you looking for? Do you have an appointment? If you know who you are looking for and confirm that it is an appointment, please ask the visitor to wait a moment and contact immediately. If the person you are looking for is busy, you can ask him to wait a moment and guide the visitors to sit down and pour water in a standardized manner. If you wait for a long time and the person the visitor is looking for is still busy, take care of the visitor and explain to him. Don't leave it there.
If the visitor doesn't pick up what he is looking for, let him go by himself. Receptionists should use standardized gestures to guide how to get there or take tourists there. If the office door of the person the visitor is looking for is open, you should knock at the door first, ask the visitor to enter after asking permission, pour the tea for the visitor, and then the front desk will return to its post. Of course, if there is only one receptionist, just give the visitors directions directly.
If the visitor knows who to look for, but doesn't make an appointment, the front desk of the office should call to ask and tell the relevant colleagues or assistant/secretary of the leadership that it is not convenient for the company to visit. Out of courtesy and convenience for visitors, even if the colleague or leader you are looking for answers the phone in person, you can ask again as someone else's answer. In this way, it sounds to the visitor that even if the other end of the phone does not allow reception, it is not directly rejected by the person he is looking for, leaving room for the next step.
Telephone etiquette
The voice of answering the phone at the front desk of the office should be neither urgent nor slow, and always keep a relaxed and happy tone. You shouldn't lose your temper, lose your temper or even swear with the caller on the phone. When answering the phone, you should always say "excuse me, please wait a moment" and other humble words.
Pick up the phone at the second and third rings. When answering the phone, you should say hello first (office name, abbreviated if the office name is long), and avoid starting with hello. If you are late for some reason, you should apologize to the caller for keeping you waiting. If you know the extension number or the name of a specific person, you can say politely, please wait a moment and transfer right away.
If you want to transfer the call of the leader, the other party knows the name of the leader and doesn't know the extension number. You should politely ask who the other party is and which unit it belongs to. If it is an advertisement or a disguised advertisement, you should use polite excuses to block the call or transfer it to the relevant department for handling.
In view of the fact that the front desk receives a lot of calls every day, in order to prevent throat accidents, it is necessary to prepare water to moisten the throat at any time and maintain good sound effects at any time.
Etiquette of external reception in workplace office
(1) Welcome etiquette. Welcome etiquette is an important work of daily reception in the office. In addition to enthusiasm and sincerity, common sense of etiquette is very important for correct welcome work. Greeting and sending are the main aspects of daily reception work.
1. Welcome to the office every day. The secretary receives visiting guests in the office, either in advance or without an appointment. Whether there is an appointment or not, the secretary should be warm and polite.
When the guests are familiar with each other and have an appointment, the secretary can shake hands with them kindly and politely guide them to the pre-arranged meeting place. For the first-time visitors, whether they have an appointment or not, the secretary should introduce himself sincerely, then confirm or respectfully and politely ask the identity of the guests, shake hands with them and exchange business cards with them politely if necessary. For guests who have an appointment, are important, or come from afar, in order to show solemnity, respect, enthusiasm and friendliness, the host (mostly a secretary) should arrive at the pre-agreed place or at the door of the unit or under the office building to wait for the guests. When guests' vehicles approach, they should smile and wave to show that we have been waiting here for a long time, and welcome you.
2. Welcome guests outside the office. Sometimes the secretary has to accompany or represent the leaders to meet guests at airports, docks, stations and other transportation places, or meet guests at reception activities, which is more complicated than the daily reception in the office and requires more etiquette. When welcoming guests, the host should arrive at the meeting place in advance. When the guests arrive, the host should greet them warmly, then introduce himself, introduce each other or exchange business cards. If it's the first time to meet a guest, the secretary can prepare a stop sign in advance and write eye-catching words such as welcome to Mr. XX of XX Company and his party.
For important guests, a certain welcoming ceremony can be held in traffic places or specific places. When necessary, it is necessary to arrange a welcome line, that is, when welcoming guests, in order to appear solemn and facilitate the exchange of greetings between host and guest, the host personnel queue up to meet the guests. The welcome line can be arranged inside or outside the door, but it must face the guests. The greeters on the welcome line should be arranged according to their positions, which can be word-shaped or goose-shaped.
When welcoming important guests, flowers are sometimes arranged. When sending flowers, it is generally appropriate to choose flowers that represent friendship, joy and welcome guests, such as roses, orchids and violets. If you are receiving foreign guests and sending flowers, you must respect the taboo customs of the country where the guests are located. Generally speaking, red flowers or purple flowers are preferred, and yellow flowers and chrysanthemums, azaleas and carnations are prohibited. The national flower of the guest's country is generally popular. In terms of quantity, westerners usually send flowers in odd numbers, but they can't send 13 flowers.
(2) Fujian courtesy. As the saying goes: three steps meet, seven steps send. This is the most basic etiquette for welcoming guests. When seeing a guest off, the secretary should send the guest to the door of the office (or reception room), or to the elevator or to the door of the unit according to the actual situation, shake hands with the guest and open the car door for the guest if necessary. Be sure to pay attention when seeing off. No matter where you send it, you should smile and wave and watch the guests leave. When shaking hands to say goodbye, the host should not reach out first, so as not to give people the misunderstanding of expelling guests.
A farewell ceremony should be held for important visits, which can be held in traffic places or specific places. When necessary, a farewell line should be arranged, that is, in order to show solemnity and facilitate the host and guest to say goodbye to each other, the host will queue up to bid farewell to the guests. The number of people and arrangement of the farewell line are similar to those of the welcome line. At the same time, sometimes you can arrange flowers. When you see me off, you can use peony flowers and rouge flowers. And you can also add branches of willow and fir trees to express your blessings and farewell. Just like sending flowers when you meet, you should also pay attention to related taboos.
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