First, the specific requirements of etiquette and politeness norms
1. Instrument: it is a person's instrument, including appearance, posture, personal hygiene, clothing, etc., and it is the external expression of a person's mental outlook. Good instruments can reflect the atmosphere, grades and specifications of the workplace, and employees must pay attention to instruments. The specific requirements of the instrument are as follows:
(1) Dress neatly, wear formal or professional clothes to work, work clothes should be clean and tidy, buttons should be fully buckled, and you should not be topless, disheveled or dirty. The work badge or company logo should be worn on the left chest, and the sleeves and trousers should not be rolled up. Female employees should wear skirts, socks should not be exposed, and wear flesh-colored socks. Take off your clothes when you wear a tie? Tie it in your pants and wear black leather shoes to keep it bright.
(2) The appearance should be generous, the nails should be trimmed frequently, long nails and colored nail polish should not be left, and the hairstyle should meet the requirements of the center. Men should not have long hair, but should cover their ears and collars. Women should not have weird hairstyles, and their hair should be combed neatly and not unkempt.
Pay attention to personal cleanliness and care for your teeth. Men insist on shaving every day, nose hair is not allowed to grow nostrils, hands should be kept clean, brush their teeth in the morning and evening, and rinse their mouths after drinking. Take a bath frequently, prevent sweating and deodorize, and do not eat smelly food or drink alcoholic beverages before going to work.
Pay attention to rest, get enough sleep, exercise regularly, keep a good mental state, and don't look tired at work.
⑤ Ladies should wear light makeup when going to work, and it is best not to wear bracelets, bracelets, rings, earrings and exaggerated headdresses. Men and women are not allowed to wear colored glasses unless the necklace is exposed.
⑥ Check the instruments before going to work every day. When you need to arrange instruments in public places, please go to the bathroom or workshop where customers can't see them, and don't arrange them in front of customers or public places.
2. Expression: It is the emotion revealed by human facial dynamics. In the impression, expression is very important. When serving customers, we should pay attention to the following points:
(1) Smile, which is pleasant and gives people a sense of intimacy; Don't look cold and dull, give customers an unwelcome feeling.
(2) Pay attention and listen, giving people a sense of respect; Don't be listless or careless, giving customers a feeling of being ignored.
(3) Being honest and supercilious to others gives people a feeling of sincerity and fearlessness. Only Nuo Nuo gives people a feeling of hypocrisy.
4 calm and steady, giving people a sense of calmness; Don't panic, give customers a feeling of impatience;
⑤ Appears calm, relaxed and confident, giving people a sense of relief; Don't frown, give customers a sense of weight;
⑥ Don't look bored, stiff and angry, and don't make faces, stick out your tongue and wink to give customers the feeling of disrespect.
3. Manner: It refers to the manners and manners shown by people in communication activities, including those in daily life and work. The specific requirements are as follows:
(1) stand up straight, chest and abdomen, eyes straight, mouth slightly closed, smiling, arms naturally drooping or crossed on the chest, right hand on the left hand, keep the state of providing services to customers at any time, hands not crossed, pockets not inserted, chest not held. When a woman stands, her feet are V-shaped, and her knees and heels should be close together. When a man is standing, her feet are shoulder width, and her body should not stagger. When she is tired, her feet can stand back half a step or move a little, but her upper body should still stand upright. She shouldn't put her feet forward or backward too much, or even spread them out, or stand against the wall.
② When standing for a meeting: the upper body is straight, the feet are separated (the heel separation distance is limited to 8CM), and the arms naturally droop. Both men and women can use the backhand position.
4, sitting posture: the posture when sitting posture should be correct. The key points are: people should sit slowly, keep the upper body straight, the center of gravity vertically downward, the waist upright, the column straight up, the chest standing forward, the shoulders relaxed and lying flat, the trunk and neck, hips, legs and feet facing forward, and the hands naturally placed on the knees and close together; Look straight ahead and smile. When sitting, don't fill the chair (2/3 of the chair), but don't sit beside it. When sitting, don't have the following postures:
(1) Sit in a chair, lean forward and backward, and shake your feet;
(2) Put your feet on the armrest of a table or sofa, or on the coffee table;
③ Sit cross-legged or half-lying in front of superiors or customers;
(4) On the workbench.
5, walking state: walking should be light and steady. Pay attention to raising your head and abdomen, keep your shoulders flat and your body straight. A woman should take one step (both feet should take a line, not a big step). When a man walks, his feet should follow two lines, but the two lines should be as close as possible and the steps can be a little bigger. The horizontal distance on the ground is about 3 cm. When walking, men should not twist their waists and women should not twist their hips. Walking is a sign of shaking your head, whistling and eating snacks. Don't look around, put your hands in your pockets or snap your fingers. Don't hold hands with others, hug your waist and back, and don't run and jump. When you have to surpass customers because of work needs, you should apologize politely and say you are sorry. Please also note:
(1) Drive on the right as far as possible, and don't walk in the middle;
(2) When meeting with superiors and customers, nod to show respect;
(3) When you walk to the door with your superiors and customers, you should take the initiative to open the door and let them go first, not first;
(4) when getting on and off the elevator with superiors and customers, you should take the initiative to open the door and let them get on or off first;
⑤ When guiding customers, let customers and superiors be on their right;
6. When going upstairs, the customer is in front, when going downstairs, the customer is behind, and the three people walk together, with the guest of honor in the middle. Let the ladies walk on the sidewalk and make them feel safe.
⑦ When customers come or go up and down stairs, they should take the initiative to make way for them.
6. Hand posture: it is the most expressive "body language". Hand posture should be standardized and appropriate. When giving directions to customers, straighten your arms, put your fingers together naturally, palm up, and point to the target with your elbow as the axis. At the same time, keep your eyes on the target and consider whether the other party sees the indicated target. Don't point with one hand when introducing or indicating directions. When you speak, you should not use too many gestures and not too big a range, otherwise you will feel gilded the lily. Generally speaking, the gesture of palms up is modest and sincere. When introducing, guiding and indicating the direction, you should put your palms up and lean forward slightly to show your respect. When handing things to customers, you should be respectful with your hands.
7. Nod and bow: When customers come to the front, they should take the initiative to nod and say hello. He should look at the customer's face when nodding. When customers leave, they should lean forward slightly and say goodbye respectfully.
Fourth, etiquette
1. Be dignified and civilized, and stand, walk and sit as required. Go ahead when welcoming guests and walk in when seeing them off.
After that, guests should give way, peers should not grab the road, customers are not allowed to walk through the room, and they are not allowed to run and chase in the center;
2. Smoking, eating snacks, picking your nose, picking your teeth, digging your ears, burping, yawning, scratching your head, itching, manicure, stretching and all other uncivilized behaviors. It should be forbidden in front of customers. Even if you have to, try your best to take measures to cover it up or avoid it. No spitting, littering, scraps of paper, etc. are allowed in the workplace and in peacetime.
3. Employees should keep quiet indoors when working, speak softly, don't talk loudly in front of customers, fight, whistle and sing minor tunes, walk lightly, operate lightly and take things lightly to avoid making noise;
4. Serving customers is the first need. When a customer comes to your post, no matter what you are doing, you should temporarily stop and say hello to the customer;
5. Treat customers equally, and don't be too affectionate or talk to one customer for a long time when two customers are present at the same time, thus snubbing the other customer. Contact with customers should be warm and generous, and behave appropriately, but there should be no excessive intimacy, let alone any behavior that harms the dignity and personality of the country.
6. It is forbidden to joke, play or nickname with customers;
7. When talking between customers, don't listen closely and don't peek at the actions of customers.
8. Don't whisper or tell customers who look strange or dress strange, and don't look; When you hear the customer's dialect is strange and funny, you can't imitate ridicule; Customers with geometric defects or pathological conditions should be warmly cared for and served, and there should be no disgust.
9. The customer is not familiar with the division of labor in the center, and his requirements may be close to a service that is not within your responsibility. Never kick customers like balls, but take the initiative to contact relevant departments for customers to meet their requirements. Don't "hang high";
10. Do it according to the customer's requirements and inform the customer of the final result as soon as possible;
1 1. Don't bring unpleasant emotions in work or life to the service, let alone vent them on customers.
Five, basic polite expressions
1. salutation form: miss, lady, madam, gentleman, comrade, chief, that gentleman, that lady, that chief, sister, aunt, hello.
2. Welcome: Welcome to Tian Rui Group, welcome to participate in this activity and welcome to visit.
3. Greetings: Hello, good morning, good afternoon, good morning, good afternoon, good evening, hard journey;
4. Congratulations: I wish you a happy program, a merry Christmas, a happy New Year, a happy birthday, a happy wedding, a happy New Year and good fortune.
5. Farewell: Goodbye, good night, see you tomorrow, and have a nice trip. I wish you a safe journey and welcome you to come again next time.
6. Apologize: I'm sorry, please forgive me for disturbing you and being rude;
7. Thank you: Thank you, thank you very much;
8. Response: Yes, OK, clear, I see. Thank you for your kindness. You're welcome. It's okay. This is what I should do.
9. Question: What can I do for you? what can I do for you? ) What can I do for you? Do you have anything else? Do you like (need, be able to) ...? Could you ...? ...？
Basic courtesy expressions 10: Hello, please, thank you, sorry, goodbye.
1 1, common polite expressions 1 1: Please, you, thank you, trouble, bother, I'm sorry, please forgive me, it doesn't matter, you're welcome, good morning, hello, goodbye.
The customer service terms of intransitive verbs require:
1. Smile and stand when meeting customers (stand up when sitting). Don't sit and talk to customers). Employees should speak first, take the initiative to say hello, address appropriately, speak with respect, and express their enthusiasm with simple and cordial greetings and caring words. For regular customers, pay attention to address the customer's last name. When greeting customers, you can talk about some appropriate things, but don't ask questions that customers don't like to answer.
2. Keep a distance of about 1 m when talking with customers, pay attention to using polite expressions, pay attention to the word "please" and never leave the word "thank you" to show respect for customers.
3. Listen attentively to the customer, keep your eyes on the customer's face (but don't stare at the customer), and don't interrupt the customer's conversation when the customer has finished. When the customer talks with you, don't show any impatience, stop what you are doing, smile at the other person, be responsive, don't be absent-minded, look around, be careless, ignore it, be indifferent, and politely ask the customer to repeat what he didn't hear clearly.
4. Respond to customers' inquiries satisfactorily. In case of "I don't know, I don't understand", I should inquire about relevant information as much as possible or ask the leader to reply to the customer. Never use "I don't know" or "I don't know" to answer questions responsibly, and you can't help but pretend to understand, be ambiguous and answer at will.
5. When you speak, especially when the customer asks us to serve, you should show the willingness to serve the customer. Don't show boredom, indifference, indifference. Instead, we should say, "OK, I'll be right there." Never say, "Why are you so upset? Can't you see that I am busy? "
6. When talking with customers, if another customer has something to do, you should nod and say hello, or ask someone to wait for a while. Don't turn a blind eye, say nothing, ignore customers, end the conversation as soon as possible and greet customers. If the time is too long, you should say "I'm sorry to have kept you waiting", and you can't start without saying a word.
7. When talking with customers, the attitude should be kind, the language should be kind, the tone should be natural, clear, soft and kind, the volume should be moderate, neither too high nor too low, it is advisable for the other party to hear clearly, and the answer should be quick and clear.
8. When we can't meet a certain service requirement put forward by the customer at the moment, we should take the initiative to explain the reasons and apologize to the customer, and at the same time give the customer suggestions to solve the problem or actively assist in contacting and solving it. The main customer feels that although the problem has not been solved for the time being, it has been paid attention to and received due help.
9. On the issues of principle and sensitivity, the attitude should be clear, but the way of speaking should be tactful and flexible, which neither violates the central regulations, but also protects the self-esteem of customers. Never use questioning, doubt, command and "arrogance" to stop contempt, ridicule, irritability, denial and quarrel; Use inquiry, request, discussion and explanation.
(1) Asking: For example, "Excuse me ..."
(2) Request: For example, "Please help us ..." (Please help the customer after explaining the situation)
(3) negotiation: for example, "... do you think this is good?"
(4) Explanatory: For example, "In this case, the company's regulations are like this ..."
65438+ When customers thank us, they must answer "Please don't mention it".
1 1. Show concern, sympathy and understanding for customers' difficulties and try your best to solve them.
12. In case of disputes with customers, you can explain them tactfully or ask your superiors to handle them. Never quarrel with customers.
In addition, the following points should be kept in mind in customer service.
(1) For three or more conversations, use a language that everyone understands;
2 Don't imitate other people's language, tone and dialogue;
(3) Don't get together to chat, talk loudly, laugh loudly and make noise loudly;
(4) Don't yell at another person;
⑤ Do not refute, satirize or dig at customers with any excuse;
6. Don't tell excessive jokes;
All landowners are not allowed to call names and use contemptuous and insulting language;
8 Don't quarrel, quarrel or talk loudly;
Pet-name ruby don't speak language that is detrimental to the company's image.
What are the manners of appearance? Instrument refers to a person's appearance; Appearance refers to a person's appearance. Appearance beauty is the external expression of a person's mental outlook and inner temperament, a person's "facade" and "signboard", and the embodiment of a person's inner quality and inner cultivation. Gfd beauty is a comprehensive concept, which contains three meanings: first, it refers to the harmonious beauty of human appearance, body and posture, and it refers to the natural beauty of human beings; Second, it refers to the beauty formed by modification and the influence of acquired environment, which is the beauty of human modification; Third, it refers to the external embodiment of a person's simple and noble inner world and vigorous vitality, and refers to the inner beauty of people. Through hard study, I will constantly improve my personal cultural and artistic accomplishment, ideological and moral level, cultivate my elegant temperament and beautiful mind, and make myself brilliant and wise.
To create a good personal image, we should do the following:
1, the appearance of the instrument is clean, tidy and sanitary, that is, we should strive to achieve no peculiar smell or foreign matter, and make unremitting efforts to decorate the appearance details of the instrument.
2, the appearance is simple, that is, it is required to restrain carving when finishing and modifying the appearance, and it is not cumbersome; Try to be concise, lively, convenient, simple and practical.
3, dignified and generous, that is, correct, solemn, gentle and elegant, not fancy, frivolous, weird and stingy.
Employees are not allowed to wear slippers and shorts to work in summer, which is actually a requirement for everyone's appearance.
What are the etiquette requirements for women's appearance in the workplace? It depends on what industry, just for what, like female engineers don't pay attention to this aspect. If there are requirements, there will be more, such as
(1) Wash and comb your hair in time; ……
(2) Clean the face frequently, and ladies should wear light makeup on formal occasions;
(mascara should be black, and blush should not be thicker than lip gloss. Pay attention to the use of lipstick, and the makeup should match the clothing, temperament and demeanor; And don't make up in public, don't use other people's cosmetics casually; )
(3) Usage of perfume: spray it on the parts where sweating is not easy and pulse beating is obvious; When attending a banquet, perfume should be sprinkled below the waist;
(Luzhou-flavor perfume: the essence content exceeds 20%; Perfume: essence content15 ℅-18 ℅; Eau de toilette: perfume dew with essence content of 8 ℅- 15 ℅; Cologne: the essence content is 4 ℅-8 ℅; Light perfume: essence content1℅-3 ℅; )
(4) Keep your mouth clean ...
(5) Pay attention to the hygiene of nose and ears. ...
(6) Trim your nails regularly (don't trim your nails in any public place)
(7) Wear clothes and jewelry (ladies can only wear wedding rings and pearl necklaces when attending funerals)
What are the five elements of etiquette? What are the five elements of meeting etiquette? (1) is the appearance. Appearance refers to the basic appearance of a person's personal form.
2, it is an expression. Expression is usually mainly a person's facial expression.
(3), it is etiquette. Etiquette refers to people's body movements.
4, it is clothing. Clothing is the general name of people's clothing and jewelry.
(5), can talk. Talk, that is, a person's words
What basic norms should be followed in personal grooming etiquette? Appearance etiquette, including personal hygiene etiquette, manners etiquette, hairdressing etiquette and dress etiquette, is the minimum moral standard that human beings require people to abide by in order to maintain normal social life. It is gradually formed in people's long-term life and communication and is fixed by customs and traditions.
Etiquette, etiquette and politeness are rich and varied, but each has its own regularity. Its basic etiquette principles are: first, the principle of respecting people; Second, the principle of self-discipline, that is, self-denial, prudence, initiative, voluntariness, courtesy, self-comparison, self-reflection, self-demand, self-discipline, self-control, arrogance, duplicity; The third is the principle of moderation, moderation and control; Fourth, the principle of sincerity, treat people sincerely, treat people sincerely, don't take part in accidental amusement, and behave differently.
Loyal to the country. Love the motherland, be loyal to the Constitution, safeguard national security, honor and interests, safeguard national unity and national unity, safeguard the image and authority of * *, and ensure the smooth implementation of government decrees. Abide by foreign affairs discipline, safeguard national dignity and personal dignity, strictly observe state secrets, and fight against all words and deeds that endanger national interests. Administration according to law. Abide by the laws, regulations and rules of the state, perform duties and official duties in accordance with the prescribed post licensing authority and working procedures, act according to law, strictly enforce the law, enforce the law impartially, enforce the law in a civilized way, do not abuse power, do not substitute power for law, and set an example in learning, abiding by the law, and applying and safeguarding the dignity of laws and regulations.
Good conduct. Adhere to the truth, correct mistakes, advocate science and get rid of superstitions. Advanced in learning, helpful, modest and prudent, consistent in words and deeds, loyal and trustworthy, healthy and progressive. Exemplary in observing social morality, dignified in manners, neat in appearance, civilized in language and speaking Mandarin.
Respect the old and love the young, and treat others equally. Students get along well, care for each other and help each other. Don't bully, laugh at or tease others. Respect the disabled. Respect other people's national habits. Treat people politely, speak politely, speak Mandarin and use polite expressions. No swearing, no fighting. Knock before entering other people's rooms. Don't turn over other people's belongings at will, and don't disturb others' work, study and rest. Be honest and trustworthy, don't tell lies, correct mistakes when you know them, don't take other people's things at will, borrow things and return them in time, promise to do what others do, and apologize for what they can't do. Don't cheat in the exam.
Suggestion: You can go to the encyclopedia to search for guidelines on personal code of conduct, or you can refer to the Code of Conduct for Primary and Secondary School Students.
What are the basic requirements of grooming etiquette? Appearance: refers to a clean and tidy appearance.
Etiquette: Be polite.
Etiquette is the minimum moral standard that human beings require people to abide by in order to maintain the normal life of society. It is gradually formed in people's long-term life and communication and is fixed by customs and traditions. For a person, etiquette is the external expression of a person's ideological and moral level, cultural literacy and communicative competence. For a society, etiquette is a reflection of a country's social civilization program, moral fashion and living habits. Paying attention to and developing etiquette education has become an important content of moral practice.
The content of etiquette education covers all aspects of social life. From the content point of view, there are appearance, behavior, expression, clothing, speech, treating people and so on; From the object, there are personal etiquette, public etiquette, hospitality etiquette, table etiquette, gift etiquette, civilized communication and so on. The code of conduct in the process of interpersonal communication is called etiquette, and the performance of etiquette in speech action is called politeness. To strengthen moral practice, we should pay attention to etiquette, so that people can communicate with each other on the principle of "respecting others, self-discipline, moderation and sincerity" and bid farewell to uncivilized words and deeds.
Etiquette, etiquette and politeness are rich and varied, but each has its own regularity. Its basic etiquette principles are: first, the principle of respecting people; Second, the principle of self-discipline, that is, self-denial, prudence, initiative, voluntariness, courtesy, self-comparison, self-reflection, self-demand, self-discipline, self-control, arrogance, duplicity; The third is the principle of moderation, moderation and control; Fourth, the principle of sincerity, treat people sincerely, treat people sincerely, don't take part in accidental amusement, and behave differently.
What are the etiquette skills in MBA interview?
(1) Dress appropriately. As far as clothing is concerned, candidates must carefully choose their own clothes before going to the job interview. That is, clothing should be consistent with one's figure and identity, showing a simple, generous, lively and steady style. Dress for the interview should conform to the times, season, place and income level, be coordinated with the occupation you are applying for, and reflect your personality and professional characteristics.
(2) Observation time. Punctuality is an important principle of modern communication prescription concept and the minimum etiquette that a social person should abide by. In the interview, the most taboo is not being punctual, because waiting will make people feel anxious, thus making the interview atmosphere not harmonious enough.
(3) the expression should be natural and the action should be appropriate. Don't be nervous when you enter the door. The more natural your expression is, the better. Don't sit down in a hurry if the other party doesn't ask you to sit down. Say "thank you" when you sit down, and keep a good posture after you sit down. Don't scratch your scalp, pick your nose, dig your ears or shake your legs.
(4) be polite. Take the initiative to say hello when you enter the door: "Hello, I'm XXX". If the other party asks for an interview, you must thank the other party for giving yourself such an opportunity. If you make an appointment for an interview, you must apologize for "sorry to bother you" and so on.
(5) keep quiet. Don't walk around while waiting for the interview, let alone look outside the examination room. The dialogue between job seekers should also be kept as low as possible to avoid affecting others' exams or thinking. The best way is to take the time to familiarize yourself with the questions that may be asked and actively prepare for the exam.
Why should we pay attention to personal appearance and etiquette in public relations communication? Appearance etiquette, including personal hygiene etiquette, manners etiquette, hairdressing etiquette and dress etiquette, is the lowest moral standard that human beings require people to abide by in order to maintain normal social life. It is gradually formed in people's long-term life and communication and is fixed by customs and traditions.
Chinese name
appearance etiquette
Foreign name
appearance etiquette