Reception etiquette knowledge

Confucius said:? Is it not delightful to have friends coming from distant quarters? Since ancient times, China people have been famous for their hospitality. In China, courtesy has always been regarded as one of the basic manners. In modern society, people not only pay attention to etiquette, but also should abide by different etiquette norms on different occasions. In order to meet the needs of our work, we summarized the reception etiquette in our daily work for your reference.

First, 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.

Third, the seating arrangement.

(1) Seating arrangements for meeting guests

1, relative type

Relative seating means that the guest and the host sit face to face. This method is convenient for the host to keep a proper distance from the guests, and is mostly used for formal meetings, which can be divided into the following two situations:

In the first case, after both sides are seated, one side faces the main entrance and the other side faces away from the main entrance. At this time? Others are the best? That is, the seat facing the main entrance is the upper seat, so guests should be seated; The seat facing away from the main entrance is the lower seat, which should be taken by the owner (see figure 1). visitor

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Figure 1 in the second case, two people are sitting on both sides of the room, facing each other. This time should be dynamic, right? Respect for rights? That is, when entering the door, the seat on the right is the upper seat, so the guests should be seated; The seat on the left is the lower seat, which should be taken by the owner (see Figure 2). If there is more than one guest and host, it will generally be arranged (see Figure 3). host

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Second seating arrangement for visitors.

Figure 3 Seating arrangement for visitors (3) 2. parallel type

Side-by-side row refers to the two sides sitting side by side to imply that the two sides have similar status and close relationship, which is mostly used for courtesy meetings. It is generally divided into two situations:

In the first case, the two sides sit face to face. It should be still at this time, right? Right first? That is, the host asks the guests to sit on their right (see Figure 4). If there is more than one person on both sides, others can sit on the host's side or the guest's side according to their own status and position (see Figure 5). Guest attache

Figure 4 One of the seating arrangements for parallel visitors.

Fig. 5 The second seating arrangement for parallel tourists.

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In the second case, both parties sit together on the right or left side of the room. At this time? Far is the best? Or? Is it higher inside than outside? That is, take the seat far from the door as the upper seat and leave it to the guests; Take the seat near the door as the lower seat and leave it to the owner (see Figure 6 and Figure 7). Fig. 6 The third seating arrangement for parallel tourists.

Fig. 7 The fourth seating arrangement for parallel tourists.

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Master 3, Center Style

In fact, the middle row seat is a special case of parallel row seat, which means that when many people sit side by side, they should? Is the center the best? , that is, taking the central position as the upper seat, guests are seated (see Figure 8, Figure 9, Figure 10). Figure 8 One of the seating arrangements for central visitors.

Fig. 9 Second seating arrangement for central visitors.

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Figure 10 Seating Arrangement for Central Visitors (3)

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Master 4, chairman style

Chair seating arrangement usually means that the host will formally meet two or more guests at the same time and place. At this time, the host should generally sit facing the front door, while other guests should sit facing the front door (see figure 1 1). Sometimes, the host can also sit at one end of a long table or an oval table and invite guests to sit on both sides (see figure 12). table

Figure 1 1 one of the seating arrangements for the chairman-style reception.

Figure 12 Seating Arrangement for the Presidential Reception (2)

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Guest 5, freestyle

Freestyle seating means that all guests and guests can choose their seats freely without formal seating arrangements. More suitable for informal meetings.

(B) photo sorting habits

In our country, the ranking when taking a group photo is particular? Ranked first? 、? Is the center the best? And then what? First to the left? , what else? The number is single? (see figure 13) What else? Double the number? (see figure 14). Figure 13 One of the seating arrangements for collective cameras

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Photo 14 The second seating arrangement for the group photo.

(3) Seating arrangements for small meetings

Small-scale meetings refer to small-scale meetings with few participants. Small meetings do not have a dedicated podium, and their rows of seats mainly have the following three forms:

1, free seat selection

The basic practice is that all participants are free to choose their seats, and no fixed specific seats are arranged.

Step 2 sit face to face

Generally, the seats directly opposite the main entrance of the conference room are conference chairs, and other participants can sit on both sides in turn from left to right (see figure 15). can

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Figure 15 Seating arrangements for small meetings

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⑩3。 Sit by the view

The so-called sitting view means that the specific position of the chairman of the meeting does not have to face the main entrance of the meeting room, but depends on the main scenery of the meeting room, such as calligraphy and painting, podium and so on. The seating arrangement of other participants is similar to that of other participants.

(4) Seating arrangements for large meetings

A large conference refers to a large conference with many participants. Large-scale meetings should have a rostrum and a mass seat. The former must carefully arrange seats; The seats in the back can be arranged or not.

The rostrum of a large venue should generally face the main entrance of the venue. The person sitting on the rostrum should be in a face-to-face state with the person sitting on the mass stand. A two-way desktop sign should be placed on the table in front of each member.

At present, there are three basic rules for the ranking of the presidium in China: first, the front row is higher than the back row; Second, the center is higher than both sides; Third, the left side is higher than the right side. Specifically, the presidium seats are divided into odd numbers (see figure 16) and even numbers (see figure 17). Generally speaking, it is enough to follow the above rules when seating in odd rows; When arranging even numbers, Big left and small right? The rule should be changed to? Big right and small left? . Figure 17 Presidium Seating Arrangement II Presidium

Mass seating map 16 one of the presidium seating arrangements

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Presidium (5) Bus Seating Arrangement

1, double-row five-seater car

When the owner is driving, the seating order should be: passenger seat, right rear seat, left rear seat and rear middle seat. When driving, the seating order of full-time drivers should be: right rear seat, left rear seat, rear middle seat and passenger seat (see figure 18). host

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Figure 18 seating arrangement of double-row five-seater car II. Three-row seven-seat car (commercial vehicle)

When the owner is driving, the seating order should be: passenger seat, right rear seat, left rear seat, rear middle seat, right middle seat and left middle seat. When driving, the seating order of full-time drivers should be: right rear seat, left rear seat, rear middle seat, middle row right seat, middle row left seat, and co-pilot seat (see figure 19). host

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Figure 19 Seat Arrangement of Three-row Seven-seater Cars

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⑥3. Multi-row and multi-seat cars

A multi-row and multi-seat car refers to a car with four rows or more seats. No matter who is driving a car, the specific seats of a multi-row and multi-seat car should be arranged from front to back and from right to left according to the distance from the front door of the car (see Figure 20). The reason for arranging seats in this way is mainly to consider whether it is convenient for passengers to get on and off. driver

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Fig. 20 seating arrangement of multi-row and multi-seat cars

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Door (6) Seating arrangement during dining.

1, arrangement of tables

When a formal Chinese banquet is held, there is often more than one table. The receptionist should mainly follow the following three rules to arrange the table:

First,? Right first? . When the dining table is divided into left and right sides, the dining table on the right should be served. At present, according to? Others are the best? Confirmation rules. (See Figure 2 1). Figure 2 1 One of the specific arrangements of the table

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Second,? It's up inside? . When the dining table is far away from the main entrance of the restaurant, it is usually the dining table far away from the door, that is, the dining table inside (see Figure 22). Figure 22 Specific Arrangement of Tables (II)

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Third,? Is the center the best? . When multiple dining tables are placed side by side, the middle one is usually the top one (see Figure 23). Figure 23 Specific Arrangement of Tables (3)

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In most cases, the conventional arrangement of the above three tables is often used interchangeably (see Figure 24, Figure 25, Figure 26 and Figure 27). Figure 24 Specific Arrangement of Tables (IV)

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Figure 25 Specific Arrangement of Tables (5)

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Figure 26 Specific Arrangement of Tables (Sixth)

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Fig. 27 seventh specific arrangement of tables.

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2. Seating arrangements

Seats refer to the level of the seats at the same table, and the specific arrangement rules are as follows:

First, alongside of.seem is given priority to. That is, the host has to face the main entrance of the restaurant. When there are two masters, you can sit opposite each other, one facing the door and the other facing the door.

Second, the guest of honor is on the right, that is, the guest of honor should sit on the right of the host.

Third, yes, men. According to the traditional custom in China, the number of people at each table should be even to show good luck.

Fourth, the tables are in the same direction. Generally speaking, the specific arrangement of tables at a banquet should be roughly similar (see Figure 28, Figure 29 and Figure 30). Fig. 28 One of the specific arrangements of seats

The second master bitmap specifically arranges 29 seats.

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Figure 30 Specific Arrangement of Seats (3)

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The second main table usually uses a long table to eat western food, and the seat height of the same table depends on the distance from the host's seat (see Figure 3 1). theme

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