Reception, like visiting, can also promote contact, improve work efficiency, exchange feelings and communicate information. It is also a social way that individuals and units often use.
Reception type
According to different standards, there are different types of reception. Generally speaking, there are the following aspects:
(1) according to the reception object.
① Official reception. It is the reception of official activities between superiors and subordinates and between parallel organs.
② Business reception. It is a reception activity for some commercial purpose.
(3) Reception of letters and visits. Refers to government departments receiving petitioners.
4 consumer reception. Refers to the reception in consumption activities.
⑤ Friend reception. Refers to the reception between friends to enhance friendship and strengthen contact.
⑥ Receive foreign guests. Refers to the reception work in foreign affairs activities.
(2) according to the reception location.
① Indoor reception. It means that the staff of government agencies and organizations receive all kinds of visitors in their own offices and reception rooms.
② Outdoor reception. It refers to the reception of visitors when they arrive, the accompanying and seeing them off during their stay.
Although the types of reception are different, their etiquette and principles should be roughly the same.
The principle of acceptance
When receiving visitors, both units and individuals hope that the guests can come on impulse and return with satisfaction. In order to achieve this goal, we must follow the principles of equality, enthusiasm, courtesy and friendliness in the reception process.
In social communication activities, no matter the size of the unit, the level, the distance of friends, the similarities and differences in status, we should treat each other equally, treat each other with courtesy, and be warm and friendly. Only in this way can we win the respect and love of visitors and achieve the purpose of communicating information, exchanging feelings and making friends.
Reception preparation
"reciprocity" is an ancient traditional virtue. There are both visits and receptions. Pay attention to etiquette when visiting, and of course, pay attention to etiquette when receiving. As far as reception preparation is concerned, we should pay attention to the following aspects:
(1) Comprehensive consideration and thoughtful arrangement.
1 time. As a receptionist, whether you are a business person or a friend, you should remember the date and specific time of the visitor. We should get everything ready before the guests arrive. If a guest suddenly arrives without prior notice, the receptionist should stop immediately and treat the guest warmly, no matter how busy she is.
Two places. The reception place is what we usually call the reception room. Before the guests arrive, according to the specific situation, carefully tidy up the reception room and put some flowers. Under normal circumstances, you should tidy up first and prepare some cigarettes, fruits, drinks, tea sets, etc. If it is a business or other formal meeting, you should also prepare some stationery and related materials that may be used for easy use and inquiry. In short, the layout of the reception room should be neat, beautiful and convenient.
(3) Taiwan. Before the guests arrive, you should know what means of transportation the guests take. If you are taking a car to visit, then you can get ready at home; If you come by car, train, plane or ship, you should be ready to pick up the station. When you pick up the station, if the company has a car, you should drive it to the station, dock or airport to wait for passengers. At the same time, you should prepare a pick-up card that says "Welcome to the delegation" or "Welcome comrades" or "Welcome". Raise the pick-up card when greeting so that the guests can identify it. Properly doing these tasks can give guests a warm and thoughtful feeling, and will not bring difficulties and troubles to guests because of unfamiliar environment and inconvenient transportation.
4 accommodation. To arrange accommodation, we must first understand the living habits of the guests; Secondly, we should try our best not to waste money.
5 specifications. The reception specifications should be arranged according to the specific situation of the guests, neither too high nor too low, and the main reception personnel should be arranged according to different specifications. These tasks should be done well before the guests arrive, otherwise there will be an embarrassing scene where no one is in charge.
⑥ Clothing instrument. Beautiful appearance is the embodiment of beautiful soul, and beautiful appearance is the respect for society and others. If a person's clothes don't meet the requirements of a certain occasion, it will cause misunderstanding. The receiver should make proper preparations for his clothes and appearance, and can't be casual. Especially in summer, be careful not to wear vests, trousers and slippers to receive guests. At all times and in all countries, people directly associate the neatness of the host's appearance with respect for the guests.
⑦ Speech. Welcome words are greeting languages used to greet guests. Generally, you don't need to make written preparations, but you should say "welcome to your arrival", "welcome to your work" and "welcome to your visit" when meeting guests. For some grand receptions, we should prepare some short written welcome speeches.
In addition, generally speaking, in important official receptions, some welcome slogans should be prepared to show respect for visitors.
(2) Know the guests.
As a receptionist, you must know the situation of visitors in detail, know well and do a good job in reception. Understand the guests, mainly to understand the purpose, gender, number of people, work level, whether there are couples traveling together, etc.
Guests visit for a purpose. Knowing the purpose of the guests can make targeted preparations for the talks. Understand the number and gender of guests, whether there are couples traveling with them, so as to facilitate the arrangement of transportation and accommodation and prevent inadequate preparation and poor reception; Understand the level of work, so that the host can make the reception with corresponding specifications.
Receiving specification
(1) peer-to-peer reception. It refers to the reception in which the duties and levels of the accompanying personnel are generally consistent with those of the guests, which is the most common in reception work. Generally speaking, what level of guests come, what level of comrades the unit should send to accompany them; In the family, who is the beloved friend? Unit leaders or other family members can only pay courtesy calls.
(2) High-standard reception. Refers to the reception above the visitors. This reception arrangement is mainly based on the following considerations: first, the higher-level leading organs send personnel to check the work situation and convey oral instructions; Second, parallel organs sent personnel to discuss important issues; Third, subordinate organs have important matters for instructions; Fourth, celebrities come to interview or advanced people come to give reports. Generally speaking, the reason for high-standard reception is that important things and important people need the person in charge to attend directly.
(3) Low standard reception. Refers to the reception below the position of visitors, which is also a common reception method. For example, when superior leaders come to investigate and inspect the work, and the purpose of visitors is to visit and study, they can all be treated according to low standards. But in this kind of reception, we should pay special attention to enthusiasm and courtesy.
Welcome etiquette
Welcoming guests is one of the important etiquette in reception. It not only shows the enthusiasm of the host, but also gives visitors a pleasant feeling like spring breeze. Generally speaking, its etiquette norms have the following aspects:
(1) meeting
"Three steps to welcome guests and seven steps to see them off" is a traditional etiquette in China. The etiquette of receiving guests should be naturally revealed from ordinary etiquette to show the sincerity of the host. Guests arrive on time at the appointed time, and the host should meet them in advance. If you receive friends at home, the couple had better go out to meet the guests together. When the host meets the guests, he should greet them warmly, extend his hand to welcome them, and at the same time say "Thank you for your hard journey", "Welcome" and "Hello". If a guest lifts a heavy object, take it voluntarily, but don't help the guest with his handbag or briefcase. For the elderly or guests who are in poor health, help them to show their concern.
(2) Ride
When getting on the bus, the receptionist should open the door for the guests, get on the bus from the right and then get on the bus from the back to the left. The seat in the car, the position in the back row should be for the elders to sit (two seats in the back row, the right side is your respectful name; There is a statue in the middle of the three-person seat, and the younger generation or lower-level people sit next to the driver. If the owner drives his own car, he should give the seat next to the driver to his elders and others sit in the back row. In the car, the host should take the initiative to talk with the guests, and at the same time can introduce the local customs and tourist attractions to the guests. After the bus arrives at the station, the receptionist should get off first, open the door for the guests and ask them to get off.
(3) Enter the room
After getting off the bus, the escort should walk on the left of the guest, or walk behind the host and the guest. When arriving at the door of the reception room, the host or accompanying staff should open the door, let the guests go first, and leave the guests in the best position in the room. At the same time, we should also introduce the guests to the relevant personnel present according to etiquette.
All visitors, regardless of their position and familiarity, should be treated equally, warmly greeted and cordially greeted. If there are family members, friends and colleagues at the reception site, they should also introduce them one by one to show a friendly atmosphere. If a guest visits suddenly, clean up the room, office or desk as soon as possible and apologize to the guest.
Hospitality etiquette
Good hospitality reflects the enthusiasm and hospitality of the host. It not only makes guests feel cordial, natural and dignified, but also makes them appear polite, cordial and glorious.
(1) Give up your seat and introduce.
If they are elders, superiors or peers, they should be invited to sit in their seats, accompanied by their hosts; If you are a junior or subordinate, please feel free to sit down.
If the guests are visiting for the first time, they should introduce themselves to their families and greet each other. Then make tea, pass cigarettes or take out fruit snacks to entertain guests. If you invite guests to dinner, you should ask them if they should wash their hands. If you invite guests to eat watermelon, you should prepare plates and towels for putting melon seeds and peels.
(2) Serve tea
In family hospitality, offering tea to guests is an important part of hospitality. After the guests are seated, they should try to clean the teacups where the guests can see them. Even the clean teacups you usually keep should be scalded with boiling water, so that guests can feel that you pay great attention to hygiene and avoid the embarrassing situation that you are unwilling to drink because the teacups are not clean.
Make tea with boiling water. If there is no boiled water, cook a small amount immediately to solve the urgent need and say hello to the guests. A moment, please. Making tea with boiling water is beneficial to overflow the fragrance of tea, and at the same time, it is beneficial to drink after the tea sinks to the bottom. Don't make tea with warm water, let the tea float on the mouth of the cup, which will hinder the conversation and make the guests unwilling to drink.
Put down the teacup lightly, don't be rash, so as not to spill the tea and wet the coffee table, even if it is wiped, it will affect the atmosphere of welcoming guests; If you spill it on the guests, it will be even more embarrassing.
Serving tea is also a kind of etiquette that should be paid attention to. You should pour tea for the guests with both hands. For a cup with a cup ear, one hand holds the cup ear and the other hand holds the bottom of the cup, gives the tea to the guest, and then says "please drink tea" or "please drink tea". Don't hold the rim of the cup with your five fingers and send it to the guests. It is unsanitary and polite to serve tea.
Pour the tea gently. At the same time, be careful not to pour it too full at once, resulting in a hurry. If there is too much herbal tea, pour some before pouring. Pour tea at an appropriate time, and don't pour tea frequently when the guest has a strong Tan Xing. Guests stay for a long time, Chata is weak, so we need to add more tea to brew. It's best to use the same kind of tea when brewing again, and don't change varieties at will.
(3) offer a toast to cigarettes
If the guests who come to your home have a hobby of smoking, you should respect cigarettes. When offering a cigarette, open the cigarette case, pop up a few by hand, and then ask the guests to smoke. Guests can't be forced not to smoke.
(4) Talking
Conversation is an important content in the process of hospitality and an important link related to the success of reception. First of all, the conversation should stick to the subject. The conversation between the visitor and the receiver is purposeful, and the conversation should focus on the theme and not deviate from the theme. If it is an exchange between friends, we should talk about things that are of mutual interest, not just our own affairs or our own concerns, regardless of whether the other party is willing to listen or ignore the other party. Secondly, pay attention to the attitude and tone of conversation. When you speak, you should respect others, don't hurt others with ugly words, don't argue irrationally, have a gentle tone, and don't bully others with force. Third, listen carefully to others during the conversation, don't look around and show impatience, but nod or smile in time and don't interrupt casually. Don't talk about your own opinions and opinions until others have finished. Don't just listen to them, or it's a sign of disrespect for others. Fourth, pay attention to sitting posture when speaking. Fifth, don't yawn at your watch often, lest the other party misunderstand that you are driving away the guests.
(5) Accompanying the tour.
Accompanying visitors is a common etiquette in the reception process. When accompanying guests to visit, visit and tour, we should pay attention to the following aspects: First, make arrangements in advance in the reception plan and get familiar with the situation in advance so as to make a detailed introduction to the guests. Secondly, we should observe the time, dress neatly and arrange transportation. Third, enthusiasm, initiative and control.
Perhaps some visitors are not welcomed by their hosts, but in terms of manners or virtues, visitors are all guests. The host can't refuse to order food for his guests according to his likes and dislikes, but must take some polite measures. Otherwise, not only will the other party be disgusted, but they will also lose their morality and identity.
Out of courtesy to see the guests off.
Seeing the guests off is the last link of the reception, which will affect the effect of the whole reception work if it is not handled well. The etiquette of seeing a guest off is to send a friendship. Specifically, there are:
(1) Gentle words keep each other.
No matter what kind of guests are received, when the guests are ready to leave, they usually say goodbye to each other politely. Although this is a polite statement, it is also essential.
When the guest leaves, don't get up until the guest gets up. It's best to ask the family to send the guests out together. When breaking up, greet the guests warmly, such as "Walk slowly", "Go well", "Goodbye", "Welcome to come again" and "Keep in touch".
(2) Fujian Youdao
If you send the guest to the door, don't return until the guest's figure disappears completely. Otherwise, when guests walk a long way and then turn around to pay their respects, they will feel a little uncomfortable when they find that their host is gone. In addition, after seeing the guests off, close the door gently to avoid making any noise. It is extremely impolite for guests to slam the door as soon as they go out, which is likely to "bomb" all the emotions cultivated during the visit.
Don't get upset when you see the guests off at the station, dock or airport, lest the guests misunderstand that you are urging them to leave quickly. Take the guests to the airport, and it is best to wait until the guests have passed the security check. Because there may be some items that are not allowed to be taken on the plane and need to be kept by you.
If the guest "resolutely" refuses to see the host off, he can follow the guest's wishes and not "forcibly see him off".