課程目標(biāo)

(國際)職業(yè)形象與商務(wù)禮儀

課程大綱

  To improve the service awareness and prolessional quelity among employees;to know and master some basic knowladge of manners and reguleetions in the prolessionel field;to establish a good image of the company.

The Form Of The Training:

    class delivery(accounting for more than 80%,of the total time),discussion、practice(no more than20% of the total time) in a form of interaction.

The Catalogue For Training Content;

一、Your mage is our good brancl

二、How to edsablish the prolessional mage

三、Manners in the working place

一、Your lmage is also the reputention of the company:

1.The image concept of a succeed person

The function of“Holo Eppect” in social aurivities

2. Manners and puplic relatiions

The ethic reguletiong in public reletions---“THE GREY AREA”

“The organization”is successful if its emrployees are able to convey the velne of their orgenizationg through appearances,benavions and the relationship with customers.

3.Lmproving the service awareness in working

The misunderstanding of service

4.The positine and upward mentel state contributes to outstanding accomplishments.

5.Being tolerant to others and willing to looperate with team numbers.

二、The establishment of professional image

1.The facial etiquette in working place:

Facial making--up:the instructions and regulation on facial making-up

2.The etiquette on clothing in working place:

? The professionsl male clothing: west suitsin the most popular male cloth in working place

? The professional female clothing: skint suit is the finst choice for professional women.

? clothing、the match of decorations personality appreciation fo beanty

3.Monners and language reflect professional temperanment

lnformation=(7%）what you say (38%)how you say (55%)your body language

? Eyesight

? Facial expression

? Hand pose

? Standing pose

? Sitting pose

? Walking pose

? Professional words

三、Etiguette in working places:

1.The understanding of trans-culturel communicetion

2.Basic manners in international communications

3.The state of working.Bearing in mind “gentle、knocking and being polite”

4.Etiquette in making and answering phone calls:

? Etiquette in making phone calls

? Etinqutte in answering phone calls

? Eitnqutte in using call phone and BBS

Factors affecting the quality of talkings in telephone

? The volume of speeking

? The speed of speeking

? Wording in telephone talking

? The environments of the two parties in telephone

? The attitude of the two parties

5、Etiquette on how to reception guests

The basic steps in recieving etiquette.

? Reception etiquette.

? Checking reception room.

? Lnstruction etiquette.

? Etiquette on how to arrange seets in meeting.

? Etiquette on how to see of guests.

6、Etiquette to meet quests

? Greeting etiquette

? Lntroduction etiquette

? Etiquette on how to send name cards

? Etiquette on how to shaking hands

? Bow etiquette

? Hug etiquette

7.Attendance Of Meeting

? Being on time

? Greeting

? Showing respect to the activity scale of others

? Communication with people

? Being tydy in dressing

? Control your voice

? Listen to others

8.The communication etiquette in job interaction

? Letters/e-mail etiquette

? The fifteen key points of successful communication

? Case Analysis(1): Cuctomers might angrily go away with one inappropriate word

? Case Analysis(2): Brother deparments might be unhappy with one phrase.

? Case Analysis(3): Be in conflict with lead with one offensive word.

? Win-win communication awareness

? Case Analysis(4): Lawyer of no enemies

Possessing the public relation awareness

? Tstsblish awareness of good image

? Bio-communication awareness

? Win-win awarenes

? Awareness of widly making friends

? Case Analysis(5): Who he met

9.Techniques in dealing with differences

? Positive consider sueing

? The principle on dealing with complaints effectively

? How to deel with complaining and sueing--HEAT techniques

? Key points in accepting sueing

? To listen and give reaction to cnstomers` talking with sympathy

? Key paints on how to skillpully refuse customers

? Five processes to satispy those customers

PS:

    This class program is a curricnlum especaillly set by teacher Liu for ShangHai tomorrow square JinWei Ressturant.The class program is plannde to be delivered in two days.But we know after communiceting with you that you choose to deliver it in three weeks because of being busy,You can chooose to deliver what is relatively important to your company in this program as its content.