(国际)职业形象与商务礼仪英文版个人提升

内训大纲Aims of the Training:

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