Basic reception etiquette for newcomers in the workplace I. Basic etiquette
(A) telephone etiquette
Answer the phone with civilized language, attitude and manners. Use basic telephone language, such as? Hello! ? 、? Hello! ? 、? Please. 、? Excuse me. 、? Trouble? 、? Goodbye? Wait, the tone should be pleasant, the voice and volume should be moderate, and the pronunciation should be clear. When actively calling the other party, you should contact the other party during working hours, and try not to call others during holidays, meal time, rest time and other working hours (except for special emergencies). International calls should also consider the time difference. Telephone etiquette promotion? Short is better than long? Call time is generally controlled within three minutes.
(2) lead the way
1. Guide: The receptionist should walk on the guest's left. When turning a corner, he will signal with his right hand and say? This way, please .
If you accompany the guest and act as the host, you should let the guest be on your right to show your respect. Pay attention to walk side by side and don't fall behind.
3. If you are accompanying a visitor or an accompanying person, you usually walk behind the leader or a little behind.
(3) Going up and down stairs
Guests, leaders and ladies should be allowed to go up the stairs first, and the receptionist should be behind; When going down the stairs, the receptionist should be in front, leaving the guests, leaders and ladies behind. This is not only polite, but also for the safety of the guests.
(4) Take the elevator
At present, there are generally unmanned escalators, so the receptionist should go in first and then let the guests in. When we arrive, should we let the guests go out first, block the elevator door with one hand or press the elevator? Open the door? Button to prevent the door from suddenly closing automatically and hurting guests.
(five) in and out of the house
1. When entering the door, you should first push the door open, stand at the door, signal with your hands, and invite guests and leaders to enter. Similarly, going out is the same.
If you are the host, when you walk to the door, you should signal with your hand and say politely? Please. .
(6) Introduction
When guests meet their employees, they should remember the following two points when introducing them:
1. Put out your hand politely with your right hand pointing upwards and your fingers evenly, and briefly explain the company, position and name of the introduced person.
2. What should the introduction conform to? The principle of situation first? . That is to say, before introducing others, we should first determine the identities of both parties? Respect? And then introduce the humble first, and then introduce the distinguished people. In this way, respected people can first understand the situation of the inferior people and take the initiative in communication.
(7) shake hands
1, order of shaking hands
According to etiquette, the order in which the two sides reach out when shaking hands should be observed? The honour person decides the principle? On the premise of specific treatment in specific circumstances.
(1) When the elderly shake hands with young people, the elderly should reach out first.
(2) When the elder shakes hands with the younger generation, the elder should reach out first.
(3) When teachers shake hands with students, teachers should reach out first.
(4) When a woman shakes hands with a man, she should reach out first.
(5) When a married person shakes hands with an unmarried person, the married person should reach out first.
(6) When the superior shakes hands with the subordinate, the superior should reach out first.
(7) When the person with high position shakes hands with the person with low position, the person with high position should reach out first.
In the workplace, the order of reaching out when shaking hands mainly depends on position and identity; In social and leisure occasions, it mainly depends on age, gender and marriage.
When receiving guests, the order of shaking hands should be arranged as follows: when the guests arrive, the host should first reach out and shake hands with the guests to show his welcome; When guests leave, they should first reach out and shake hands with their hosts to show their farewell.
2. The strength and time of shaking hands
(1) When shaking hands, make a little effort and show enthusiasm and friendliness; When shaking hands with relatives and friends, you can use a little force; Don't shake hands with the opposite sex for the first time.
(2) Under normal circumstances, the time to shake hands with others should not be too short or too long. Generally speaking, the handshake time should be controlled within 3 seconds, that is, shaking hands once or twice is enough.
(8) Pass business cards to each other
In reception activities, it is very common to exchange business cards. When handing business cards to each other, you should stand up and present them with both hands to show your respect. When accepting business cards, you should also use your hands. After receiving the other party's business card, you must read it clearly. You must never put it in your pocket or play with it in your hand without looking at it. Never put your business card on the table and put anything else on it. These are all disrespectful and impolite behaviors to others.
(9) Ride
1, get on the bus, let the guests and leaders go first, and the receptionist will come last; The receptionist should get off first, then the guests and leaders.
2. It is a habit to sit in the car on the owner's left and next to the driver, and it is also for the safety of the guests.
Second, manners, appearance and image.
(1) Basic Etiquette
1, standing posture
The basic requirements of standing posture are: straightness, stretching, graceful lines and high spirits.
Man: Hold hands, put your right hand on your left hand, fold it in front of your abdomen or let your hands droop naturally. The width of the feet apart should not exceed the shoulder width.
Lady: Put your head in your hands, put your right hand on your left hand and fold it in front of your abdomen, or your arms will droop naturally, and your toes can be slightly opened or closed.
2. Sitting posture
The basic requirement of a lady's sitting posture is that her knees are not separated. When a man is sitting, his knees can be separated a little, but not more than the shoulder width, nor can he spread his legs too far and lie half-way on a chair or sofa. After sitting down, you can put your hands on one thigh, or put your hands together or shake hands on your legs. Formal occasions require that the upper body and thighs, thighs and calves should be at right angles, the calves should be perpendicular to the ground, and women's feet can cross at the ankles.
(2) Instruments
1. Men should be dignified, with neat hair and no beard or sideburns.
2. Ladies mainly wear light makeup, which gives people an elegant and dignified feeling.
3. Dress appropriately and neatly. Men should not wear vests, sandals and slippers to work; Ladies should not wear miniskirts, suspenders, strapless clothes and clothes with strange and revealing styles. Don't wear mesh stockings, slippers and high heels with metal soles.
4. On formal occasions, such as signing contracts, hosting major receptions, attending press conferences, important meetings, visiting important people, etc. You should wear formal clothes (men wear suits or shirts and trousers and women wear dresses).
(3) Image
Reception staff should be warm, punctual and trustworthy, with ladies first, respecting guests' privacy and standardizing words and deeds.