商务电话礼仪
摘要：电话礼仪是每个商界人士所必须懂得的知识，需要加强学习。然而。很多商务人员却对商务礼仪方面的知识并不十分重视，有的甚至认为那都是些繁冗缛节；虽然也有些商务人员比较重视，懂得礼仪的规范在商务交往中的重要性，但却不能正确的运用到实际当中，甚至有的还乱用。因此，深入研究、学习了各种商务礼仪，尤其是电话礼仪，懂得如何使用最常用的电话礼仪方式，是至关重要的。我的论文从案例分析开始，揭露出为什么商务电话礼仪对商界人士如此重要，最终也介绍了商务电话礼仪的要点。
关键词：时间，礼貌，及时
Business telephone etiquette
Abstract: Telephone etiquette is the knowledge that every business person must know, and it needs to be strengthened. However. Many businessmen do not attach great importance to the knowledge of business etiquette, some even think that it is tedious; although some businessmen attach great importance to understanding the importance of etiquette norms in business contacts, but they can not be used correctly in practice, and some even misuse them. Therefore, it is very important to study and learn all kinds of business etiquette, especially telephone etiquette, and to know how to use the most commonly used telephone etiquette.My paper begins with case study, reveals why business telephone etiquette is so important to business people, and finally introduces the main points of business telephone etiquette.
Keywords: Time, courtesy, Record
Contents
1 Introduction 1
2 Case Analysis of Business Telephone Etiquette 1
3 How to dial the phone correctly 4
3.1 The Guidelines for Handling Outgoing Calls 4
3.1.1 Time requirements 4
3.1.2 Content requirements 5
3.1.3 Language requirements 6
3.1.4 Attitude civilization 7
3.1.5 Manners civilization 8
3.2 Guidelines for Handling Incoming Calls 9
3.2.1 Answer the phone in time 10
3.2.2 Greeting politely and confirming each other 10
3.2.3 Listen carefully and respond positively 11
3.2.4 Identify key points and keep track of them 11
3.2.5 Polite hang up 11
4 Cautions for telephone etiquette 12
5 Conclusion 13
Bibliography: 14
1 Introduction
With the development of science and technology and the improvement of people's living standards, telephone has become one of the most popular means of information transmission in social life, and also the most frequently used means of communication. It is the most commonly used means of transmitting information, maintaining contact with the outside world and carrying out work. One scientist once said, "It is difficult for a person who can not use the telephone correctly to say that he is a person who meets the needs of the society for a generation." The person you want, at least, is not a modern person. "It seems easy to make a phone call, just talk to each other on the microphone, as if it were a face-to-face conversation. In fact, the telephone contact not only has the general oral etiquette requirements, but also has its unique etiquette requirements. Telephone etiquette refers to the etiquette that the caller should pay attention to in order to leave a good impression on the caller.
2 Case Analysis of Business Telephone Etiquette
2.1 Listen to my image
George is an excellent salesman. When he comes home from work this day, he takes off his clothes early and lies in bed because of his tiredness. Just as he was about to fall asleep, he suddenly remembered to make a business call. He looked at his watch and it was just over eight o'clock. Calling at this time should not affect the rest of customers. So George got up from bed, tied his tie again, put on his suit, combed his hair and tidied up his thoughts. He went downstairs to the living room, put a paper and pen for recording the telephone beside the phone, looked at his smile in the mirror, and then picked up the microphone to dial. George's wife asked him strangely, "You're just making a phone call. Why is it so complicated?" George answered, "Even though the client can't see me, he can hear my image on the phone."
Analysis:Carnegie wrote in his book Human Weakness: "When talking on the phone, you should keep smiling just as you do when talking face to face. Sometimes you have to add sincerity because you can't see your face." Because the phone can transmit the speaker's feelings and attitudes to each other completely through voice. This passage is very incisive. Smiling is absolutely the most beautiful language of human beings, so we should also keep smiling when answering the phone, so that even if the other party can not see you, it will be infected by your emotions, thus leaving a good impression on the other side. Businessmen should develop the habit that once the telephone rings, the heart is already smiling. This habit will certainly benefit you a lot.
2.2 How many times does the phone ring before answering it?
One day, Mr. Lin went to his friend Manager He's office to chat. Manager He's phone rang. Mr. Lin asked why the Secretary outside didn't answer him. Manager He said that because it's a special line, not through the secretary, it's usually a phone call from someone familiar or important. Nevertheless, Mr. Lin found out that Manager He was staring at the phone and waited for three sounds before reaching for it. Afraid of the inconvenience of the manager, Mr. Lin went outside the door, but he stopped him with his gesture. Why did the manager hang up? Mr. Lin asked him curiously why it might be important for him to wait three times before answering the telephone. Why did the manager say that? He said, "If you answer it only half-tone, people think you are in a hurry to wait for someone call." If I answer it with a loud noise, it means I'm not busy. Now I wait, wait three times before answering, the other party 80% guess that I am busy, or from other places to catch up. Mr. Lin asked him, "What if that's your supervisor?" Manager He laughed and said, "The more the boss, the more you make him feel you are always busy and hard working. Sometimes, I answer the phone in a hurry, hear the voice of the boss, apologize quickly, and ask the boss for instructions. On the other hand, the feeling of the boss means that I am busy on the one hand, on the other hand, when I meet the boss, I listen respectfully and respectfully at once."
Bibliography:
[1]杨丽. 商务礼仪 [M]. 北京: 清华大学出版社， 2010.
[2]黄琳. 商务礼仪第二版 [M]. 北京: 机械工业出版社， 2009.
[3]黄琳. 商务礼仪第三版 [M]. 北京: 机械工业出版社， 2016.
[4]张真，刘琳玉. 国际商务礼仪双语版 [M]. 北京: 清华大学出版社， 2015.
