What does the public relations training class train?

Public relations etiquette training course materials

China is an ancient civilization with a long history of etiquette culture, and is known as "the state of etiquette". Etiquette and morality are closely related. Etiquette itself is a code of conduct, which has both internal moral requirements and external manifestations. Modest attitude, civilized and polite language, elegant and decent manners and other aspects show people's inner cultural accomplishment, moral quality, spiritual temperament and ideological realm.

Training materials

First, public relations etiquette

(1) dress etiquette

The principle of wearing professional clothes

1. Fabric: It is generally recognized that pure wool, pure linen, pure cotton, silk and pure leather are better, but employees are not allowed to wear leather skirts to work;

2, we should pay attention to the "three-color principle", that is, the whole body clothing collocation can not exceed three colors, it is best to have a non-color (black, white or gray).

This style has a well-known "TPO" principle, which is based on time, place and occasion.

(1) dress code for women

1, dressed conservatively and cleverly.

2, the skirt is suitable, short sleeves and long sleeves are informal, and sleeveless off-the-shoulder is not suitable. The skirt should not be too short, just to the knee or knee.

3. Sexy exposure, tight clothes and long skirts should be avoided.

Women's accessories:

Socks: The color of socks is light. Silk stockings must be higher than the skirt hem, and you can't show your thighs whether you are standing or sitting. The colors of stockings and shoes must match, that is, they should be lighter than the colors of shoes.

Shoes and handbags: colors should be harmonious, and black handbags and shoes are the best accessories.

Jewelry: You shouldn't wear too many things at the same time. Normally, you should not wear more than three full-body accessories.

Makeup:

The principle of women's makeup is to pay attention to harmony. Don't make up in public, you should go to the bathroom to make up your makeup.

Don't make up in front of men.

Don't borrow other people's cosmetics easily.

Use Luzhou-flavor cosmetics with caution.

(2) Men's dress code

Men should wear formal clothes, suits, ties and leather shoes to work; You don't wear a suit and coat in summer. If you have formal activities, you must wear a suit and jacket. Wear a suit and pay attention to the overall collocation with shoes and socks.

Problems that men should pay attention to when wearing suits.

1, remove the cuff label.

It is recommended to choose a classic two-button suit, because it can stand the test of time and will always be fashionable.

3. The length of the tie is the most important, and its lower end is under the belt1-1.5cm.. On formal occasions, wear a double-breasted suit jacket, and the buttons should be buttoned all the time. Wear a double-breasted single-breasted suit jacket. The top button should be buttoned, and the bottom button should never be buttoned or both buttons should not be buttoned. For example, a single-breasted suit jacket with three buttons and a button in the middle.

Silk is the best material for tie, but if you wear striped tie or plaid tie, don't wear striped suit, striped shirt or plaid suit or plaid shirt. It is recommended to use traditional ties, such as stripes and checks.

4. Walking outdoors, you don't need a tie clip. But in formal occasions, such as eating, tie clips are still needed. The tie clip is only used to fix the tie and has no decorative effect. Its correct position is in the fourth button of the 6-button shirt from bottom to top. It is best not to put the tie clip too upward, especially if it is intentionally exposed to others' vision, because it has no decorative effect.

4, the shirt must pay attention to fit, do not wear too wide shoulders or too tight neckline. The collar of a shirt is about 1.5 cm higher than the collar of a suit, and the sleeves should be outside the cuffs of a suit jacket, exposing 1.5 cm, mainly for the neatness of the suit.

In order to make the suit look stiff and fit, don't wear anything except the shirt and vest under the coat. If it's too cold, you can wear a sweater, and the color elements and patterns should not be too eye-catching. It's best to wear a pullover with a chicken collar, even a tie, which looks very harmonious. In principle, nothing can be put in the pocket outside the coat. It's best to put pens, wallets and the like in the pockets inside your coat or in your briefcase. Only decorative handkerchiefs can be placed in the left breast pocket outside the coat.

6, men wear suits, avoid wearing white socks, because when you raise your hand, there will be white light flashing, which is unacceptable. So when you wear a dark suit, you must remember to wear dark socks. White socks are suitable for sports.

7. Generally, you should wear a suit on formal occasions, that is, a suit with the same quality, color and style.

(2), posture etiquette:

(1) Remember to smile and use polite expressions.

Smile is the lubricant between people. To make others think you are approachable, remember to smile. Smiling can leave a good impression on others, increase friendship and communication, reflect enthusiasm, cultivation and charm, and help build trust and respect.

Similarly, if you want others to admire your manners and are eager to associate with you, you can gradually establish the image of "standing tall" and your appeal by saying "please", "thank you" and "sorry" in your daily life.

(2) Standing posture

As the saying goes, "stand as loose as a pine." The correct standing posture is to hold your head up, look forward, hold your chest out, put your shoulders flat, naturally droop your arms and abdomen, your legs and feet are slightly narrower than your shoulders, and put your hands together in front of or behind your abdomen. Never turn three times at a stop.

(3) Sitting posture

"Sitting like a bell", the sitting posture should be light, at least 2/3 of the chair should be filled, the back should be lightly leaned against the back of the chair, and the knees should be naturally close together (men can be slightly separated). Lean forward slightly to show respect and modesty. If you sit up straight for a long time, your legs can overlap, but you should pay attention to the recovery of your thighs and point your toes down. Before a woman takes a seat, she should fold her skirt forward, put her legs together, turn her legs to the left or left at the same time, and put her hands on her left and right legs, giving people a kind of aesthetic feeling of "sitting like a peony".

(4) Walking

"Walking like the wind" is a breeze, not a strong wind. When walking in the work area, don't run, you can take small steps or increase your pace in case of emergency.

(5) Squat posture

If you are picking up low objects, you should keep a generous and correct squat posture. The basic essentials of elegant squatting posture are: one foot in front, one foot in the back, two legs squatting, the front foot touching the ground, and the calf basically perpendicular to the ground; Heels up, feet on the ground, hips down.

(6) small things that hurt people.

Yawning, humming a ditty, picking your nose, shaking your feet, etc. It may seem small, but they are only evidence of fatigue and relaxation and must be overcome. At work, we should keep a bright mental outlook.

(3), treat people with things etiquette:

(1), protocol sequence

There are many rules in the protocol order, such as the stroke order of surname, first come, first served order and so on. In daily communication, there are also conventions of respecting elders, respecting elders, respecting guests and respecting ladies. As for an elderly male subordinate and a young female boss, it depends on which relationship is dominant in specific circumstances.

(2) Introduction

Introduction is an important part of social etiquette.

Usually, introduction means introducing men to women, young people to elders, humble people to distinguished people, hosts to guests and unmarried people to married people. Of course, before the introduction, we must first understand whether the introduced parties have the desire to get to know each other.

When the introduced person has multiple identities, it is only necessary to introduce the identities related to the current situation. In the introduction, we can provide some information to help them get to know each other faster. For example, if two people are from Jiangxi, you can highlight the relationship between fellow villagers and let them find the same topic as soon as possible.

3. Address

Generally speaking, it is an international practice to address men as gentlemen, women as ladies, and ladies and ladies. However, if a female manager named Wang Xia calls her manager or lady, it may be good, but on different occasions, there is always a title that she is most willing to accept and others may think is the best. If we can make good use of this address, we may get twice the result with half the effort.

(4) Introduce yourself

Usually we call our name, work unit or department, position or functional scope as the three elements of self-introduction.

(5), nodding ceremony

Nodding slightly shows politeness to people. Suitable for leisure occasions, such as walking on the road, or meeting acquaintances in public places, you don't need to stop and talk for a long time. Nodding is feasible. You can also say some greetings.

If you meet an acquaintance many times on the same occasion, just nod your head. In social situations, you can nod or smile at an ordinary friend or stranger.

(6), JuGongLi

You should look at each other before saluting. When you salute, your legs should be disturbed. Men should put their hands on their sides, and women should put their hands together in front of them and lean forward with the waist as the axis. Usually, when a guest or boss expresses respect or thanks, it is feasible to salute 15 degrees, that is, look at the front of your feet 1.5 meters; It is feasible for guests to show 30-degree respect when visiting, that is, to look at the front of their feet 1 meter. But the 90-degree bow ceremony must not be used casually, because it is used in some specific occasions, such as confession and mourning. However, in Japan, it is normal to bow 90 degrees.

(7), the order of shaking hands

The order of shaking hands is who reaches out first. In some cases, it is polite for us to reach out first, while in other cases, it is impolite to reach out first.

1. Usually, men can't shake until women reach out their hands, otherwise men will be embarrassed. If the lady doesn't reach out and shake hands, the man can nod and bow. In this case, you can't hold the lady's hand actively.

2. Young people generally have to wait for the old man to reach out first; The host has an obligation to reach out to the guests first. No matter whether the guest is male or female, the lady, as the host, should reach out first. Men can also extend their hands to welcome them first.

3. The subordinate should wait for the superior to reach out and shake hands first. However, if it is a host-guest relationship, even if the host is at a lower level, he should first extend his hand to the superior to welcome him.

4, and to the identity, it is polite to reach out first.

(8), the taboo of shaking hands

1, reach out rashly. It is impolite to hold out your hand first when you meet superiors, elders, VIPs and ladies.

2, eyes wandering, shaking hands unfocused, looking around, absent-minded, is rude.

3. hold on for a long time. There are many people around, so it's impolite for you to just shake hands with one person, ignore or ignore others, or influence the other person to take out his hand to shake hands with others. Especially when a man holds a woman's hand, if you don't let it go for a long time, it will prove that you can't put it down, which will make a woman very embarrassed.

4. Cross your hands. When two people are shaking hands, it is impolite to run up and shake hands with the person who is shaking hands.

5, perfunctory, shake hands and entertain each other casually. For example, it is impolite to hold two fingers of an opponent.

6. Don't reach out when it's time to reach out. When a superior meets a subordinate, an old man meets a young man, and a woman meets a man, the former will not take the initiative to reach out when it is necessary to shake hands.

7. Slow shooting. After the other party reaches out, be quick, not slow, and not ignore it, otherwise it will be impolite.

8. Wipe your hands with a handkerchief after shaking hands. By the way, Americans generally only shake hands with those uncommon friends, and common friends don't shake hands.

9. If your hands are inconvenient to shake hands, such as sweating, cold hands, dirty hands, etc. Be sure to deal with it quietly in advance and leave a good impression on your opponent.

10, it is not advisable to shake hands vigorously, let alone go all out, otherwise it will become a more manual game.

(9) Use of business cards

Pay attention to etiquette when exchanging business cards.

1, business card preparation

Don't put business cards with wallets, notebooks, etc. In principle, use a business card.

Business cards can be put in the coat pocket (but not in the pants pocket)

Keep your business card or business card holder clean and flat.

Step 2 accept business cards

You must get up and accept your business card.

Application of two-handed catch

Don't mark or write on the business card you receive.

Don't fiddle with the business cards you receive.

When you receive a business card, you should read it carefully or carefully, especially if you encounter new words or difficult words, you must ask the other party for advice to avoid making jokes.

Don't leave the other party's business card on the seat, or accidentally leave it on the ground when storing it.

Step 3 hand over business cards

The order of handing out business cards is that subordinates or visitors hand in business cards first. In the case of introduction, the business card should be handed in by the introduced person first.

When handing out business cards, you should say some greetings, such as "please take care of me" and "please give me more advice"

When exchanging business cards, you should hold the business card in your right hand, and then hold it with your left hand after receiving the other party's business card.

When exchanging business cards, you should also read the other party's position and name.

In the conference room, if most people exchange business cards with each other, they can arrange business cards according to their seats.

In conversation, you should address the other person's position and title. When you don't have a position or title, you should call Ms. or Mr., and try not to use the word "you" or call her by her first name.

(10), mode

Follow two principles: one is to respect rights, and the other is to leave safety to guests.

1. When guiding guests, you should walk 2 to 3 steps ahead of the guests on their left, and let them walk in the middle of the road. Keep pace with the guests. Make some introductions as appropriate.

2. When guiding the way in the stairwell, let the guests go to the right and the tour guide go to the left. When turning or where there are stairs, use gestures to remind guests to please or pay attention to the stairs.

(1 1), open the door.

When opening the door to the outside, knock at the door first, hold the door handle after opening the door, stand by and open the door, say "come in" to the guests and salute. After entering the room, gently close the door with your right hand and invite the guests to sit down. When opening the door inward, after knocking at the door, enter the room first, lean sideways, hold the door handle, say "come in" to the customer and salute. After gently closing the door, invite the guests to sit down.

To make an appointment for a guest's visit, you should make preparations for the reception in advance, wait at the appointed place a few minutes in advance, welcome the guests when they arrive, introduce themselves for the first time, lead them to the reception desk in parallel, arrange tea or drinks for the guests, and then enter the formal talks.

Temporary visitors should also be treated with courtesy when visiting. If you are really too busy to get away from work, you should generously explain the reasons to the guests, apologize, take the initiative to make another appointment with the guests, and never hesitate or look at your watch frequently to express your feelings of seeing them off.

(12), be kind to guests' companions.

When tourists have companions, they should be asked to wait in a suitable place and be careful not to be rude to their companions.

(13), serving tea

Guests should serve tea quickly after taking their seats. When serving tea, be careful not to take out the tea bowl with cracks and cracks. It is best to use disposable cups. The temperature of tea is 70 degrees. Tea that is too hot and too cold can't serve the guests, it will only cause the guests' unhappiness. The suitable temperature of tea is 70 degrees, and the shade is moderate. As the saying goes, "tea is seven minutes full and wine is six minutes full", so when pouring tea for guests, seven minutes is enough.

Similarly, guests should start with high status. If the identity is unknown, they should start with the people present. Don't make it for people in our company until the guests have finished drinking it.

(14), Fujian

Take the initiative to open the door for the guests when seeing them off, and you can't come out until the guests leave. We can shake hands with guests in appropriate places, such as elevators, gates, parking lots or public transportation parking lots. According to company regulations, we must send our guests to the company gate. If you are a VIP from afar, we should send our guests to stations, airports and ship docks. It is impolite to send guests home when they disappear from sight.

(4) etiquette in public places

(1) elevator

When there is no one else in the elevator, enter the elevator before the guests, press and hold the open button, and then invite the guests to enter the elevator again. If you arrive at the lobby, please hold down the open button and let the guests get off first. When there is someone in the elevator, guests and superiors have priority. In the elevator, the person who gets on the elevator first should stand at the back so as not to hinder others from taking the elevator. There should be no loud noise or laughter in the elevator. When there are many people in the elevator, the last person should stand facing the elevator door.

(2) On the stairs

On the stairs, in principle, walk in a row on the right as far as possible, and let the left side pass for those who are eager to get up and down. No matter up or down, it should be a humble person walking in the next step to prevent accidents.

in the corrider

Usually two people walk side by side, and the right side is respect; Three people walk side by side, with respect in the middle. Four people can't walk side by side, they should form a vertical line.

(3) Ride

When riding a bus, we usually follow the principle that right is the top, left is the bottom, back is the top, and front is the bottom. So under normal circumstances, the driver is the guest seat on the right side of the back row. But if the owner drives his own car, the co-pilot position is the guest seat. In addition, if the distinguished guest gets on the bus first, then his seat is the distinguished guest seat, and there is no need to move unless he is sitting in the driver's seat.

The elegant posture when getting on the bus is to hold the door, lower your body and gently move into the car. The wrong posture of getting on the bus is to bow your head, arch your back and get on the bus.

When getting off the bus, the elegant posture is to stand firm with one foot, and then let the body rise slowly. The wrong posture is to stick your head out and finally get your body out.

(4) Working visit

Before visiting others, you should inform them and arrange the meeting time. You should try to avoid sudden visits. If it is too late to inform them in advance because of an emergency, you should apologize first, explain the reasons and ask for forgiveness.

Make an appointment to visit. Don't arrive early and don't be late. If you can't arrive as scheduled due to temporary accidents, you should inform the other party as soon as possible and apologize.

During the interview, we should improve efficiency, talk less and avoid disturbing each other too much.

Remember each other's names.

Everyone attaches great importance to their own names, so you should remember the names of people around you as much as possible and be accurate, not only in pronunciation but also in writing. In fact, as long as you remember from the heart, it is not difficult for you to do this.

(5) Telephone etiquette

1, the four basic principles of answering the phone

The phone rang and answered within three times: "Hello! Occupation, * * * (name) "

Prepare a pen and paper for telephone recording.

Confirm the time, place, object and event recorded.

2. Precautions for answering the phone

1) Make records carefully.

2) Use polite language

3) Make a phone call simply and clearly.

4) Pay attention to important words such as time, place, reason and number of people.

5) Avoid using technical terms or abbreviations that the other party can't understand on the phone.

6) pay attention to the speed of speech should not be too fast.

7) politely answer the wrong phone and ask the other party to confirm the phone number again.

3. Precautions for calling

1) Consider the call time (is it convenient for the other party at this time).

2) Pay attention to confirm the phone number, company and name of the other party to avoid making a wrong call.

3) Prepare the required materials and documents.

4) The content of the speech should be orderly, concise and clear.

5) Pay attention to the call time, which should not be too long.

6) Use polite language

7) External noise or whispering cannot be introduced into the mobile phone.

8) Avoid personal calls

4. Number of errors

If you make a mistake, you should take the initiative to apologize. If others say something wrong, you should also have patience to explain or transfer.

5. Who hangs up first

It should be the caller or the elder, the superior or the lady. If there is disconnection or relay during the call, the caller should redial.

6. Meet something different.

Nowadays, the telephone usually only hears the sound but can't see anyone, but you must not relax yourself too much just because you haven't met. Instead, you should keep your posture straight, smile and make a natural sound.

8, the use of mobile phones

Mobile phones should be properly kept and used, and they should be consciously turned off in some occasions, such as when the boss calls and has a meeting.

Additional details:

Standardization III

→ Note:

Someone in the eye offered to help;

Take the initiative to step down when you are not needed;

Close eye contact, 3-5 meters to see the upper body;

Don't look up and down, don't squint.

→ mouth to mouth:

Standardized language, professional language and Putonghua; Speaking clearly varies from person to person.

→ meaning:

When you see it, don't be too serious or too enthusiastic.

Nature, focusing on interaction

Elevator entrance

If someone drives the elevator, the public relations etiquette staff will come in and out.

For example, unmanned elevators, public relations etiquette personnel go in and out.

Second, basic skin care and makeup

The importance of skin care

Around the age of 22, the state of the skin will gradually decline from the peak. Early, perfect, persistent and skin care can help the skin to be in the most ideal and beautiful state for a long time. Having good skin is also a solid foundation for makeup.

Key points of skin care

1, before feeling skin aging.

2. Use products suitable for skin conditions.

3. Use it regularly and correctly every day.

Basic daily skin care procedures:

1, clean thoroughly

2. Toner

3, eye cream

4, moisturizing essence, replenish moisture, keep skin water and oil balance.

5. Cream

Special care: sleep moisturizing mask and whitening mask.

Make up/make up/make up/make up/make up/configure/make up/make up (a bed)