1、Chapter IChapter I The Importance of Business The Importance of Business EtiquetteEtiquette 商务礼仪的重要性商务礼仪的重要性ObjectivesObjectives（学习目标（学习目标）After you have studied this chapter,you should After you have studied this chapter,you should be able tobe able to:Realize the necessity of learning business Rea
2、lize the necessity of learning business etiquetteetiquette.Analyze the concept of etiquette theoretically and Analyze the concept of etiquette theoretically and recognize the characteristics of etiquetterecognize the characteristics of etiquette.Cultivate the cross-cultural awareness in business Cul
3、tivate the cross-cultural awareness in business communicationcommunication.Chapter 1Chapter 1 Good manners are cost-effective because:Good manners are cost-effective because:1.They increase the quality of life in the workplace1.They increase the quality of life in the workplace2.They contribute to o
4、ptimum employee morale2.They contribute to optimum employee morale3.They embellish the company image3.They embellish the company image4.They also play a major role in generating profit4.They also play a major role in generating profitSucceeding in business today requires not onlySucceeding in busine
5、ss today requires not onlymastery of ones job but also mastery of the commonmastery of ones job but also mastery of the commoncourtesies of give and take and of consideration forcourtesies of give and take and of consideration forothers.Put them to work today,and you will find others.Put them to wor
6、k today,and you will find thatthatthey will work for you in all your professional days they will work for you in all your professional days e.Chapter 1Chapter 1 Why should we learn business etiquette?Why should we learn business etiquette?Test yourselfTest yourself（自我测试）（自我测试）Based on your understan
7、ding of business etiquette,Based on your understanding of business etiquette,judge the following situations and discuss in groups.judge the following situations and discuss in groups.1.1.When you have a business meeting in the UK,you When you have a business meeting in the UK,you should should A.get
8、 down to business straight away A.get down to business straight away B.spend time eating and drinking and B.spend time eating and drinking and getting to know each other getting to know each other 2 2.The most ill-mannered thing to do at a business meal.The most ill-mannered thing to do at a busines
9、s meal is is A.order a lot of food A.order a lot of food B.use a cell phoneB.use a cell phoneChapter 1Chapter 1 Test yourself Test yourself（自我测试）（自我测试）3.3.You have a meeting with a client but are expecting a You have a meeting with a client but are expecting acall you should call you should A.turn y
10、our cell phone off A.turn your cell phone off B.tell your client you are expecting a phone callB.tell your client you are expecting a phone call 4.When you receive someone elses business 4.When you receive someone elses business card you should card you should A.immediately pass them your business c
11、ardA.immediately pass them your business cardB.look at the card and acknowledge itB.look at the card and acknowledge it5.5.When expressing thanks to a business client who has When expressing thanks to a business client who hasgiven you a gift,you should given you a gift,you should A.send an e-mail b
12、ecause it is faster and more A.send an e-mail because it is faster and more efficientefficientB.send a handwritten noteB.send a handwritten noteChapter 1Chapter 1 Preview(Preview(课前预习课前预习)Before we learn this chapter,try to answer the Before we learn this chapter,try to answer the following question
13、s based on your own understanding and following questions based on your own understanding and then read the text on your book carefully with these then read the text on your book carefully with these questions.questions.1.What is your understanding of the quotation 1.What is your understanding of th
14、e quotation“Etiquette Etiquette Is simplyIs simply how persons lives touch one another”how persons lives touch one another”?2.Why do we define etiquette as a powerful 2.Why do we define etiquette as a powerful combination of manners andcombination of manners and principles?principles?3.How can you a
15、void betraying yourself or compromising3.How can you avoid betraying yourself or compromisingyouryour integrity and be polite at the same time?integrity and be polite at the same time?Chapter 1Chapter 1 The structure of the textThe structure of the textPart 1Part 1 The Concept of Business EtiquetteT
16、he Concept of Business Etiquette“Whenever two people come together and their“Whenever two people come together and theirbehavior affects one another,you have etiquette.behavior affects one another,you have etiquette.Etiquette is not some rigid code of manners;Etiquette is not some rigid code of mann
17、ers;its simplyits simply how persons lives touch one how persons lives touch one another.”another.”Emily Post Emily Post （American etiquette American etiquette expertexpert）Chapter 1Chapter 1 Part 2Part 2The Effects of Business EtiquetteThe Effects of Business EtiquetteEmployee RelationsEmployee Rel
18、ations Respect individual personal space Respect individual personal space Dont interupt during meetings Dont interupt during meetings Pleasant office environmentPleasant office environment Better quality work Better quality workThe structure of the textThe structure of the textChapter 1Chapter 1 Th
19、e structure of the textThe structure of the text Employee-Boss Relations Employee-Boss Relations Supervisors Supervisors Give thank-you cards or holiday gifts as Give thank-you cards or holiday gifts as awards awards Be well-dressed and groomed at Be well-dressed and groomed at all timesall times Do
20、 not drink too much at office Do not drink too much at office partiesparties Improve morale and motivate the employeesImprove morale and motivate the employees Win respect and considerationWin respect and consideration Set a standard for employees Set a standard for employees Co-workers Co-workers R
21、espect their boss,aspire to emulateRespect their boss,aspire to emulateChapter 1Chapter 1 The structure of the textThe structure of the text Business-to-Business RelationsBusiness-to-Business RelationsForeign clientsForeign clients R Research the professional esearch the professional customscustoms
22、H Have business cards ave business cards printed in the printed in the clientsclients native native languagelanguage Show up on time for Show up on time for meetingsmeetings Can accept different Can accept different cultures and cultures and accepts the clients business practicesaccepts the clients
23、business practicesRespect the clients time and strive to Respect the clients time and strive to meet deadlinesmeet deadlinesChapter 1Chapter 1 Part IIPart IIThe Characteristics and Principles of The Characteristics and Principles of Business EtiquetteBusiness Etiquette The Characteristics of Busines
24、s Manners The Characteristics of Business Manners Etiquette=Manners+Principles Etiquette=Manners+Principles 1.What to do in all kinds of situations1.What to do in all kinds of situations2.What we can expect other people to do2.What we can expect other people to doWhats the purpose of business manner
25、s?Whats the purpose of business manners?Improve the efficiency of business Improve the efficiency of business transactions in the long term,especially transactions in the long term,especially in international markets.in international markets.Chapter 1Chapter 1 Part IIPart IIBasic requirements of Bus
26、iness MannersBasic requirements of Business Manners1.Professional Image1.Professional ImagePositive impressionPositive impression2.Dress Codes2.Dress CodesClean and professional Clean and professional 3.Communication 3.Communication Good Good Respectful,patient and calm Respectful,patient and calm U
27、se Use poor grammarpoor grammar Bad Bad Speed talking Speed talking Use Use filler wordsfiller words4.Timeliness 4.Timeliness Committed to the Committed to the organization organization Take your Take your job seriouslyjob seriously5.Be Positive 5.Be Positive Induces a level of Induces a level of co
28、nfidence confidence Increases Increases your motivationyour motivationChapter 1Chapter 1 P PrinciplesrinciplesWhat do principles tell us?What do principles tell us?1.Why a certain manner is called for1.Why a certain manner is called for2.What to do when there is no prescribed 2.What to do when there
29、 is no prescribed manner or a manner does not work manner or a manner does not work 3.How to resolve different situations 3.How to resolve different situations in interpersonal relationshipin interpersonal relationshipChapter 1Chapter 1 Three principlesThree principlesThe three principles that gover
30、n all etiquette The three principles that govern all etiquette 1.Consideration 1.Consideration Concept:Concept:look at the current situation and assess how it affects look at the current situation and assess how it affects everyone involvedeveryone involved The essence of etiquette:The essence of et
31、iquette:sincerely considerate,respectful and honestsincerely considerate,respectful and honest Functions:Functions:1.1.Allow the real you to thriveAllow the real you to thrive 2.2.Give you the skills and Give you the skills and confidence to confidence to build the best build the best relationships
32、possiblerelationships possible 3.3.Give you the opportunity to Give you the opportunity to be successfulbe successfulChapter 1Chapter 1 Three PrinciplesThree Principles2.Respect 2.Respect Concept:Concept:Look at how your possible actions will affect Look at how your possible actions will affect othe
33、rs others in the futurein the future Importance:Importance:The essential etiquette in interpersonal The essential etiquette in interpersonal communicationcommunication 1.Listening to the others 1.Listening to the others attentivelyattentively 2.Not interrupting the 2.Not interrupting the others conv
34、ersationothers conversation How How 3.Remembering the names of new 3.Remembering the names of new acquaintances acquaintances 4.Replying promptly to the 4.Replying promptly to the letters phone calls letters phone calls and messages and messagesChapter 1Chapter 1 Three Three P Principlesrinciples3.H
35、onesty3.Honesty Concept:Concept:Act sincerely and being truthful,not deceitful.Act sincerely and being truthful,not deceitful.Etiquette does not mean putting on airs,Etiquette does not mean putting on airs,playing games,betraying yourself,or compromising playing games,betraying yourself,or compromis
36、ing your integrity.your integrity.The more considerate,respectful,and honest The more considerate,respectful,and honest businesspeople sincerely are to one another,the businesspeople sincerely are to one another,the better their relationships will be with co-workers,better their relationships will b
37、e with co-workers,employees,customers,and suppliers,Etiquette employees,customers,and suppliers,Etiquette greases the wheels of social interaction.greases the wheels of social interaction.Chapter 1Chapter 1 Situational practice for etiquetteSituational practice for etiquette Task ITask I Talk to you
38、r partner.Talk to your partner.Practice the model conversations on the Practice the model conversations on the textbook textbook with your partners.with your partners.Chapter 1Chapter 1 Situational practice for etiquetteSituational practice for etiquetteSituational practice for etiquetteSituational
39、practice for etiquetteTask IITask II Work in groups.Work in groups.Make up or search for more situational Make up or search for more situational conversations that may occur in businessconversations that may occur in business exchanges,paying attention to etiquettes exchanges,paying attention to etiquettes and put and put them into practice.them into practice.Chapter 1Chapter 1 Situational practice for etiquetteSituational practice for etiquetteThank youThank you
