西方礼仪-Western-Etiquette-contents.doc

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1、精品文档，仅供学习与交流，如有侵权请联系网站删除Western EtiquetteWhat is etiquette? Etiquette codes prescribe and restrict the way in which people interact with each other, based on respect for other people and the accepted customs of the society. Chapter 1 Greeting Etiquette1. Which greeting expressions should you use?HiH

2、elloGood morningGood afternoonGood evening2. When do you greet people? 10 to 5 rule: If you make eye contact with someone who is within 10 feet of you, you must acknowledge the person with a nod or a smile. At five feet you must say something: Hello, or Good morning. 3. How to introduce oneself? Kee

3、p it short: name, type of work Tailor it to the event: Speak clearly and slowly. Prepare your introduction Shake hand after introducing yourself. 4. Introduce other people: Say the name of the less important person first. It is an honour to know others status first. 5. What to say after you are intr

4、oduced? How do you do? Pleased to meet you. Nice meeting you.6. Handshakes: higher-ranking person should extend his or her hand first. 7. Shaking hands with more people Basic order: from the elder to the younger, from the higher-ranked to lower-ranked, from ladies to gentlemen, from teachers to stud

5、ents. As a visitor to somebodys house: reach out hands first to the host to express thankfulness on the way off As a host of the house: reach out hands first to the guest to welcome his/her visit. 8. Other body languages while shaking hands Speak: Glad to see you, make yourself at home, Welcome to o

6、ur party Smile: warmly, seriously (look at peoples eyes) Stand up: Even if you cant, you must show you want to. 9. Some Donts in hands-shaking Dont shake hands with your gloves on, except ladies with thin dress gloves Dont shake hands crossly. 10. Kissing: Waiting to see your friends action, but gen

7、erally touch cheeks and kiss the air. 11. How to prepare for your personal information card? Keep them handy. Update your information regularly Exchange cards with two hands (in most places), but right hand only in the Middle East. Accepting other peoples cards with two hands, read it (silently) and

8、 acknowledge it. 12. How to accept and acknowledge a card? Stand up Expressing thankfulness (thank you, nice to see you) Read the card (try to remember the persons name, title, job) Put it away (into your cardbox, wallet or purse)13. How to require a card?Principle: the lower-ranked give their cards

9、 to the higher-rankedMethods: exchange with ones own card require straightly requesting further contacts14. Order of giving cards From the higher-ranked to the lower-ranked From near to far Clockwise15. Making small talk:16. Conversations around the world. Speak slower, not louder. Avoid idioms, jar

10、gon and buzzwords. Avoid too many jokes or humor. Learn a few words in other languages. Use last names with titles. 17. Cultural differencesEye contact. Space. Gestures.【精品文档】第 27 页Chapter Two Professional Appearance and Dress Code1. Hierarchy of clothing - Dress for success is not just a slogan Pro

11、fessional appearance Social appearance: trendy, unique, characteristic casual appearance: natural and easy2. (professional appearance)Most professional look a business suit for men; a skirt suit for women Fairly professional sport jacket and trousers for men; pantsuits for women; a dress with a jack

12、et, mix-and-match slacks, skirts, blouses and jackets, and dresses without jackets3. (Business Casual)Tailored jackets (men and women)Tailored, well-fitting slacksSilk, cotton, or microfiber T-shirts or blousesBasic colors, solids, stripes, checksGolf shirtsKhakis (trousers or skirts)Closed-toe shoe

13、s4. Business Casual isnt See-through clothingStrappy sandals, particularly with high heelsShorts or cut-off jeans or jeans with holesThigh-high boots with mini skirtsHalter or tank tops SweatsT-shirts with offensive statementsScrunchies or banana clips for hair5. FACS methodA. Fit Do your clothes fi

14、t properly? If it is too tight or too big, it isnt going to look good. Professional attire should not be too colorful, or floral, or bright, or small, or transparent, or tight.B. Accessories Are your accessories too big, too bold, or too bright. Accessories should be good-quality items that add to y

15、our outfit without overpowering it. If you wear too many or if they are too strong, people may pay more attention to them than to you. C. Color Dark, brown, dark grey Darker colors usually convey more authority than lighter ones. Bright colors may shout.D. Style Trendy clothes could take attention a

16、way from you. Your clothes speak so loudly, I cant hear you. Classic, conservative clothing wears better, lasts longer, and doesnt go out of style as quickly. 6. Three principles of wearing western suits:Three colors (for both men and women): Top, trousers, shirt, (tie), socks (or stockings), shoes

17、should be within three colors. Three Ones (for men): shoes, leather belt and suitcase should be in one colorThree mistakes (for men): trade tag of suits not removed; using tie clips; suits with white or nylon socks7. Wearing accessories: Wearing 3 sets at most, 2 pieces at most for every set. Same q

18、uality, some color. Adjust to customs (e.g. wearing rings) Match well. (follow the tradition unless you are Bill Gates)8. Basic principles of professional appearance:NeatNaturalInteractive9. . Hair Get a good haircut. No wild spikes（穗状）or outlandish colors. No long, flowing manes（长头发）. ( Women with

19、hair below the collar bone should put it back, put it up, or cut it off to avoid being too naive or distracting)10. Body smellTo avoid any irritating body smell, professional people can use cologne or perfume sparingly, but not too much. 11. Cosmetics In formal occasions, makeup can make people appe

20、ar to be in control, in respect and in good preparation. Grooming yourself in public is not okay. Do it in the privacy of your own home, a restroom, or your office (with your door closed or locked). This applies to nail polish, lipstick, trim or file your nails, removing food in your teeth or shavin

21、g.12. Facial expressions Eye contact: look at people on their face, even in their eyes to show sincerity. In a 10-minute conversation, eye contact should last for 3 or 4 minutes. Smile: interactively 13. Manners and behaviors Stand: you can stand tall no matter your height. Do not curve your back an

22、d pull your shoulders in. Stand with your back and shoulders straight. You feet should usually be 4 to 6 inches. Sit Get into / out of a car Picking up14. These following gestures should be avoided: Nervous gestures: no playing with pens or paper clips, tapping fingernails on tables, drilling with y

23、our feet, biting our lip, or wringing your hands. Offensive gestures: pointing your fingers or pounding the table Arrogant gestures: snapping your fingers or lacing your hands behind your head distances you from people Chapter 3 Tele-Communications Etiquette1. General telephone etiquette1.1 Do not m

24、ultitask. Do not talk on the phone and write an email or conduct any other business at the same time, because people will get impatient while waiting for your responses on the phone. 1.2 No cell Yell. Remind yourself to speak in a quiet, conversation voice and lower your chin so your mouth is facing

25、 down. The volume carries less that way. 1.3 Do not answer the phone in front of others.Answering the cell phone while others are present is simply rude. The person is ignoring the other one present. 1.4 Do not discuss private or confidential business in public places. 1.5 Select appropriate ring to

26、nes or put it on vibrate. Do not let a ringing phone disturb other. Keep it simple, make it something you can easily identify and set the volume to an audible but not blaring level. 1.6 Dont be rude to a mobile phone abuser. You can politely ask someone to lower his or her voice or put his or her ph

27、one on vibrate. Use the word please and explain the reason for your request. Put your request in the form of a question Could you please lower your voice? We can hear your whole conversation. Its a gentler way to assert yourself. 2. When placing a call Identify yourself immediately. Address the pers

28、on you speak to: If you are unsure whether to use a persons first name or last name, use the last name. 3. When answering the phone: Let it ring at least once before answering it. If you pick the phone up mid-ring, you may make your caller uncomfortable. People expect the phone rings. 4. When taking

29、 a message: When taking a message for someone else, be sure you get the following information recorded: The callers name and company/department Date and time of the call Complete telephone number Brief explanation for call.5. Using Voicemail State your name and phone number. Best time for the receiv

30、er to return the call. Brief summery of the reason for calling. Speak clearly and slowly. As a telephone owner, check your messages regularly. 6. General principles in using email: No offensive or sexist communication. Do not pull up inappropriate websites. Do not say anything you wouldnt say to the

31、 persons face. If you dont want it known, dont send it. Take a breath when sending an email in anger. Dont use email to solve complex issues. 7. The formation of an email: 7.1 The subject line. (Always use a targeted subject line that conveys the whole message.) With so many emails each day, many pe

32、ople only open messages that seem to apply to them and skip those that dont. A good subject line can be more effective. 7.2 The salutation. Internal email: no salutation needed, but you might want to add something like: Hi, Sally, or Hi, Sally External email: Use a greeting. Hi, Tom, or Dear Tom, or

33、 Dear Tom. 7.3 The message (or body). -Language Keep your writing simple, clear and direct and Keep it to one subject. Add visual interest to your document to make it appealing. Keep a good style sheet or grammar guide and dictionary at your fingertips. Use spell-check all the time. Proofread everyt

34、hing.-Format Use CAPS LOCK and abbreviate carefully. (Using all capital letters is the written equivalent of shouting and difficult to read.) Smileys and emoticons are not appropriate in formal occasions. 7.4 The closing: Regards, Best regards, Best wishes. If using last names, Sincerely is better.

35、7.5 The signature: Include your full name, title, company name, web address, email, phone number and fax number (if necessary)8. Two questions for you to think about: What color ink, size and form of words are acceptable in most documents? My boss uses red and boldface for all his emails. I dont lik

36、e it; I feel like Im being yelled at. Is this correct? If not, how is it proper to emphasize in email? Question 1: It is important that what your write is easy to read. Using large fonts, very small fonts, and different colors makes it difficult for people to quickly read the message. Black ink is a

37、ppropriate for all business writing including emails. Generally it is best to use 10 or 12 type and an easy-to-read font, such as Arial or Times New Roman. Use only one font and be consistent throughout the message. Question 2: There is boldface and italics. You can also underscore. However, boldfac

38、e or italics should be used sparingly. Chapter 4 Dining Etiquette1. Please name these utensils: A. Napkin B. Fish Fork C.Dinner fork D. Salad Fork E. Soup Bowl F. Soup plate G. Dinner plate H. Dinner KnifeI. Fish Knife J. Soup SpoonK. Bread Plate L. Butter knife M. Desert spoon N. Dessert Fork O. Wa

39、ter Goblet P. Red Wine Glass Q. White Wine Glass2: In the middle of a meal and still to continue. (resting)3. having finished a meal. (finish)4. Setting the table well.left (4 letters) Right (5 letters)Food (salad, bread) Glass (glasses, cups)Fork Knife Spoon5. Using utensils and napkins. American s

40、tyle: After cutting your food, place the knife at the top of the plate (blade facing in) and switch your fork to your right hand and eat with your fork. Then pick up the knife and start again. Continental style: The fork stays in your left hand. You spear the meat, and after cutting it, you may use

41、the knife to push additional food onto the back of your fork, bringing your food to your mouth, fork tines down.6. Using napkins. Put the napkin on your lap, especially when your host does so. Place the fold of the napkin facing your waist. It is less likely to fall off. Place your napkin on your ch

42、air if you temporarily leave the table. When leaving permanently, put your napkin to the left of the dinner plate. 7. Drinks The server will now ask if you want anything from the bar. Decline if your guest does. Order a drink if your guest does. It doesnt have to be an alcoholic drink, and no explan

43、ations are necessary. To make the guest more comfortable, you can say: “Im not having wine today, but please do have some if you like.”Wines: Popular reds: Shiraz, Zinfandel, and Pinot Noir+ red meat: pork beef lamb Popular whites: Chardonnay and Sauvignon Blanc+ white meat: chicken fish seafood 8.

44、Dos: Sit up straight, no slouching. Pass food for others to the right. If something isnt right, like, your bread or one piece of utensil is missing, dont make a fuss and try to ask for what you need unobtrusively. If there is bones you want to spit out, drop it in your hand or fork and leave it on t

45、he edge of your plate. (dont spit it on the plate directly) If a knife and fork are provided, use them. However, feel free to use your fingers for foods such as pizza or sandwiches. Keep the area around you clean and tidy. Use plenty of napkins. Keys, purses and everything else not related to the work at hand or the meal should be off the table. 9. Donts Dont groom yourself at the table. No washing. No reapplying makeup. No hair combing. Dont ask to sh