Business Communication Etiquette

As we all know, modern society is a society of information.

For the vast number of business people, information is resources, information is wealth, and information is life, so we all attach importance to information.

At present, a variety of modern communication tools emerge one after another.

Their emergence has provided more and more choices for business people to get information, pmit information and make use of information.

Communication generally has its specific meaning.

It means that people use certain telecommunication equipment to pmit information.

The information pmitted is either written or signed, or form or image.

In daily life, business people are exposed to the most means of communication. Nowadays, there are mainly telephone, telegram, telex, paging, fax, e-mail and so on.

Communication etiquette, usually refers to the use of all these means of communication, should comply with the etiquette norms.

Taking into account the actual needs of business people, we will focus on the most widely used and widely used telephone, cell phones, pagers, fax machines and e-mail etiquette.

In all electronic means of communication, the telephone came first.

So far, it is also the most widely used.

Therefore, telephone etiquette is the focal point for business people.

For business people, telephone is not only an ordinary tool for conveying information, getting information and keeping in touch, but also a carrier of the image of a business unit or individual.

In business contacts, the ordinary phone call is actually a very impressive phone image for the unit where the caller is and for the caller himself.

The so-called phone image is the collection of language, tone, content, expression, attitude, time sense and so on in the whole process of telephone conversation.

It can truly reflect the quality of individuals, attitude towards people and the overall level of the units in which the callers are located.

It is precisely because the telephone image is everywhere in modern society, and business contacts are also inextricably linked to the telephone. Therefore, every unit that attaches importance to maintaining its own image has not paid much attention to the use of telephone.

Compared with daily conversations and letters, telephone calls are characterized by immediacy, recurrence, simplicity, bidirection and etiquette.

It is not difficult to understand the so-called immediacy, recurrability, simplicity and bidirection, but the so-called etiquette can not be "renown" for it.

The etiquette characteristic of telephone is directly related to the "telephone image" mentioned before.

It means that both phone calls and phone calls must be courteous, self respecting and respectful.

If you do not pay attention to the courtesy in the process of using the phone, respecting people first will virtually damage your interpersonal relationship.

The use of telephone communication, active phone calls and passive answering phone calls.

In terms of etiquette, there are different standard ways to make calls and receive calls.

Next, introduce them separately.

In business contacts, it is necessary for business people to "pre empt".

When business people are preparing to make a phone call, there are three problems to be considered first.

One of the questions is whether the phone should be played.

It is necessary to make use of the telephone when you need to inform, congratulate, contact, express thanks, etc.

And meaningless, content free "no words" phone calls, it is best not to fight.

Even if you really want to phone or chat, you need to be consensual. You should first ask the other person for approval and choose the right time.

Don't make personal calls in units.

In public telephone kiosks, "empty phone" is also a manifestation of unconsciousness.

The two question is when the call should be played.

The telephone relating to official business should be a matter of business and should be played at work.

The time agreed between the two sides is not changed easily.

If you want to make the call better, so that it will not be affected by the busy or tired of the other party, then the call should be chosen from Monday to Friday instead of the weekend.

Don't bother to call the phone when you just go to work, work, lunch break or lunch.

Call someone else's home for emergencies, say "excuse me" at the beginning of the call, and try not to eat, sleep, celebrate holidays or spend weekends on the other side.

When making telephone calls with foreign businessmen, we must take account of the characteristics of the other side in working hours.

Calling overseas should also take into account the time difference between this place and the other.

The three question is how to prepare the content of the telephone.

The telephone is called the "invisible visitor".

In many cases, it is possible to disturb other people's normal work or life by surprise.

Therefore, people who make phone calls must have a clear guiding principle. Unless they have to do so, they should not spend more than three minutes each time.

In foreign countries, this is called the "three minute communication principle", which has been widely observed by the business community.

In view of this, business people must save their time before making a phone call.

At that time, we should speak directly according to the draft or text.

If the other party is busy when making the call, it should not be forced to do so.

You can make an appointment and call back later.

In addition, contact with the unfamiliar units or individuals should be clear about the names and telephone numbers of the other party so as to "have a ready mind", so as not to waste time by making mistakes.

When making a phone call, the most important influence on a person's phone image is his own language and tone.

Generally speaking, it should be simple, clear, civilized and courteous.

When speaking, the voice should be clear and soft, the pronunciation should be accurate, the sentence should be brief, the speech speed should be moderate, and the tone should be cordial, harmonious and natural.

Do not talk about your emotions when you are on the phone, or you will be excited. When you come up, you will be able to pull up the mountain and shout the whole world, like a grass hero, shouting in general, deafening, or depressed, intermittent, and whispering like "whisper" or "plaintive".

It is important to note that when you call, you should hold the receiver in both hands.

When speaking, the distance between the mouth and the microphone should be about three centimeters.

In this way, they will not feel upset when they answer the phone, because they are too loud or too low.

The language used in making telephone calls should be polite and courteous.

As soon as possible, we should finish talking about what we want to say in a few words, do not stir up and stir up, and even do not understand where we have just said, so as to waste other people's time.

If it is not a matter of great time and data, there is no need to repeat what has been said.

When making a phone call, everyone's first words are related to their first impression, so they should be cautious.

If the telephone is connected, the first sentence you say is "Hello, hello" or "Xi Hai company" and "Xiao Ding is out". It is neither polite nor standard.

There are two kinds of prefaces used in telephone calls.

The first is applicable to formal business contacts, requiring polite expressions to be shared with each other's units, titles and names.

Its standard "model" is:

"Hello, I am Wang Linlin, deputy manager of the marketing department of the provincial chemical import and export company. I am looking for Mr. Gao Jie, the manager of Xihua chemical import and export company, or Mr. Yang Xiaochun, deputy manager."

The second is applicable to general interpersonal communication. After using polite greetings, the complete names of both parties should be accurately presented at the same time.

Its standard "model" is:

"Hello, I am Yu Li.

I'm looking for Xie Yifei. "

Don't even know who the other person is. When you come up with others, you play a role in hide and seek.

Say "I am old Xu, I look for Xiaomei" and so on, often let the phone call people "worry".

People probably do not know who the old Xu is, nor who is the "Xiaomei" you are looking for.

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If the telephone is pferred by the switchboard or by the Secretary of the two sides, after the courtesy greeting of the other party, it should be "courtesy and reciprocity". Use polite expressions like "hello", "excuse me" and "Qing" to deal with the other side, do not speak loudly to the other party, export no scruples, or casually call each other away.

If you know that the person you are looking for is out, please call the caller to help you, or you can call later.

Anyway, don't forget to be polite.

During the call, if the phone breaks down, the etiquette should be re dialed by the caller.

After making the call, we need to explain a little bit in order to avoid suspicion that the caller is not happy to hang up.

Once you have made the wrong call, remember to apologize to the other person who has been disturbed.

Don't hang up the phone if you don't even have an echo.

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When the call is over, don't forget to say "goodbye" or "good morning" and "good night" to the other person.

According to the usual practice, the telephone should be hung up by the caller.

When hanging up the phone, you should put your hands gently, and don't give the other person's hearing a "fatal blow" at the end.

When answering the phone, there are many specific requirements.

Whether or not to do so often means the personal accomplishment of the caller and the attitude of the caller.

In the process of telephone calls, the one who answers the phone is obviously passive. Nevertheless, business people must be attentive and courteous when answering the phone.

When answering the phone, pay attention to your attitude and expression first.

Although telephone is a kind of "

When the phone rings, you should run to the phone immediately, and the sooner the better.

If someone is staying at the telephone, he should be "calm down" and "put on airs" to let the phone ring first.

This attitude is undoubtedly to neglect the other side.

In foreign countries, there are "three rings".

When you answer the phone, you should be courteous and courteous.

When you pick up the phone in the office, especially when the outside guests are there, it is best to approach the phone, hold the microphone in both hands, stand in a friendly position and smile with each other.

Don't sit still, pull the phone over, hold it in your arms, and put it on your neck.

Do not pull the phone line, walk around and talk; do not sit at the corner of the table, lie on the sofa, or lift your legs up to the table, and talk to each other in a big way.

Everything has a sense of propriety.

When answering the phone, speed, attitude and elegance are the propriety of etiquette.

When answering the phone, you should pay attention to your own language and tone.

In this respect, slow, careless and arbitrary indulgence is extremely harmful.

In formal business contacts, it is also a rule to pick up the first sentence of the microphone when answering the phone.

There are three common forms of the first sentence on the phone.

The first is

Hello, Tian Tian, the personnel department of Hai Hai group.

Please speak. "

The second way is to add greetings, together with the names of units, departments, or greetings plus Department names.

It is suitable for general occasions.

For example:

Hello, advertising department of Beijing south company.

Please speak.

Or "Hello, personnel department.

Please speak.

The latter form is mainly applicable to telephone calls from the switchboard.

The third way is to add my name directly to greetings.

It only applies to ordinary interpersonal communication.

For example:

"Hello, Hao Rusha.

Please speak. "

It should be noted that in business communication, it is not allowed to receive "hello" or "who you are looking for" as a "meeting ceremony".

In particular, do not allow a mouth to unpolitely check each other's "accounts", and ask people "who are you looking for", "who are you" or "what's the matter?"

In case the other person dialed the wrong phone or phone line, he must maintain his demeanor.

If you confirm that the other person has made the wrong call, you should first report your "home" and then dial the wrong number.

If the other person apologized, don't forget to deal with "no matter", instead of teaching people to "have good eyes" and "look more carefully" next time.

If possible, ask the other person if he needs to help him check the correct phone number.

Actually, this is not a "full meal" but rather a good publicity for the good image of the unit.

Do not yawn or eat while you are on the phone.

Do not chat with others at the same time.

Don't let the other person feel insignificant in the heart of the speaker.

When you end the call, you should seriously avoid it.

And we should wait for the other party to put down the phone first.

When answering the phone, we should pay more attention to giving the other party the same treatment.

Very few people have a pair of picky and snobbish "snobbish".

Even when answering the phone, it is extremely vulgar, "people oriented" and "objectified" tend to be very obvious.

When they answered the phone, they always "put on airs" and "bureaucratic" at the beginning.

First of all, I love to ask a few questions about "who" and "what things". Then we can push things and push them.

However, their "weather" is not always so "gloomy". Once they hear their superiors, family members, friends, or people who are asking for help, they will immediately "clear up the clouds after rain," whispering, whispering, softly, and kowtow.

This kind of unequal treatment is easy to offend people, but also to others.

When receiving incoming calls, they should be treated equally.

Such a fair attitude is easy to win friends for yourself.

During the call,

If a person who has no knowledge of the situation calls up and doesn't have to finish the phone call, he must be "enough to stop". He should be tactful and reserved and not embarrass the other party.

For example, it is not appropriate to say, "have you finished yet? I have other things to do". Instead, I should say, "well, I will no longer occupy your valuable time." "I really don't want to say goodbye, but I really hope to have the opportunity to contact you later."

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When answering the phone, you should pay attention to the attitude when answering the phone.

Don't bother others if you can answer the phone yourself.

In particular, do not allow your child to answer the phone in milk.

Although they are very keen on this practice, they do not advocate training them in this respect.

People who have more business contacts may ask the Secretary to handle the phone calls or to use the recording telephone when I am away.

However, when I was on the scene, it was generally inappropriate to use the recording telephone to make people laugh.

In case of the need of recording devices, the recording must be friendly and courteous.

Usually, the reserved recording should be: "Hello, J. This is a certain company of a certain company.

The staff in this department are now out of business. Please leave a message after the signal is heard, or leave your name and telephone number.

We will contact you as soon as possible.

Thank you. Goodbye. "

When you answer the phone, you need to be very careful in your speech.

If the person you are looking for is right next to you, you should tell the caller: "please wait a moment," and then immediately turn over the phone. Don't play a trick or distrust attitude. You should first investigate the other side, especially not allowing such calls to be amplified.

If the person you are looking for is elsewhere, you should go quickly to look for it.

Do not bother to act, even this "do nothing" do not want to do, deceive the other side said "people are not in", or shouting "someone find someone", making "known to the world", so that the privacy of others "open".

If the person you are looking for is not present, you should contact it at the beginning of the call.

And you can appropriately indicate that you can "convey" on behalf of you.

However, we should first say "someone is not here" and then ask "who are you" or "what do you have", and do not "put the cart before the horse".

We need to make the caller suspect: the person he is looking for is beside him, but he doesn't want to talk to him.

When you say that you can "convey the meaning", you should be implicit. For example, "if you need me to help you, please tell", it sounds like "can advance or retreat".

Don't say anything without saying anything.

Even though you can tell me, I will not "embezzlement".

Only among familiar people can you ask directly: "do you have any messages?" "would you like me to tell someone to call you back?"

When answering the phone, if the other person has a message, it should be recorded on the spot.

After that, it should be repeated again, so as not to be mistaken.

In the business world, people often travel in a hurry.

In order to adapt to the busy work of the business people, the large amount of activity, and the frequent "no place" and the urgent need to "pmit information anytime and anywhere", the mobile communication business has made considerable progress in recent years.

Among them, mobile phones and pagers are more and more popular and become the two electronic communication tools that most business personnel need and use most frequently.

Mobile phone, also known as mobile phone, was once commonly referred to as "cell phone".

It is a small and intelligent wireless phone.

Pagers, also known as beeper.

It is an electronic display that pfers text or digital information to users in time by means of artificial assistance or automatic control system.

In the civil society, people usually call it a call and call it a pager.

Although in many people's eyes, mobile phones and pagers are symbols of status and status, they are always, and can only be two practical communication tools for business people.

In the daily use of mobile phones and pagers, business people generally have five etiquette rules that must be strictly observed.

One is to put it in place.

Business etiquette stipulates that users of mobile phones and pagers should be placed in the right place.

In most formal occasions, we must not consciously show it to people.

The reason is actually very simple: cell phones are cell phones, pagers are pagers, they are after all just communication tools, and can not be regarded as ornamental accessories.

Hold them in your hands, don't put them outside your clothes or put them in the public. It's really boring for business people to do that.

According to convention, the best place to carry mobile phones and pagers is two.

They are briefcases, and two of them are jacket pockets.

When you wear a suit or skirt, do not hang it in the belt of your garment.

Otherwise, when you pick up your clothes or watch them, you will frighten the other side even if you do not make yourself "see each other" with the people around you.

Secondly, it is necessary to observe public morality.

Using mobile phones and pagers, of course, is to facilitate themselves.

However, such convenience can not be built on the inconvenience of others.

In other words, when it is necessary for business people to use mobile phones and pagers, they must pay attention to social ethics and not to harass others.

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Business etiquette rules: in public places activities, business personnel try not to use mobile phones and pagers.

When it is in standby mode, it should be mute or turn to vibration.

When you need to talk with others, you should look for the place where nobody is.

Public places are shared by the public, where the most appropriate way is to consciously keep silence.

It is obvious that in public places, cell phones and pagers are screaming, or talking to others in public is a manifestation of violation of others' rights and social ethics.

This is particularly important when attending parties, dances, concerts, going to courts, libraries or visiting exhibitions.

On the job, you should also pay attention not to obstruct your work and obstruct others by using your mobile phone and pager.

When business people work in a writing room, try not to let mobile phones and pagers scream.

Especially when meeting, visiting, attending classes, negotiating, signing contracts and attending important ceremonies and activities, we must consciously take measures in advance so as to stop the sound of mobile phones or pagers.

If necessary, it can be temporarily shut down or entrusted to others for safekeeping.

In doing so, it shows that one can not use the two in one's mind, so it is also a respect for the object of communication and an emphasis on related activities.

Third, it is necessary to ensure smooth flow.

The main purpose of using mobile phones and pagers is to ensure their contact with the outside world unimpeded. Business people should not only attach importance to this point, but also need to take effective measures for this purpose.

When communicating with your own cell phone or pager number, make sure that you are accurate.

If it is oral, it should be repeated one or two times so that the other party can verify it.

If your cell phone or pager changes the number, it should be notified promptly to important contacts, so as to avoid the interruption of contact between the two parties.

If necessary.

In addition to mobile phone and caller code, you might as well tell your partner several other ways of contact at the same time.

After receiving calls from others or calling on the phone, you should contact the other party in a timely manner.

For no particular reason, the time to contact with the other party should not exceed five minutes thereafter.

After paging others or calling others' mobile phones, they should also be patient. Generally, they should wait for ten minutes or so.

In the meantime, it is not appropriate to contact other people to prevent frequent phone calls.

If you don't reply to someone's call in time, call, dial someone else's mobile phone, leave quickly, or call someone else's phone, you will be regarded as a malicious foul.

In case of temporarily inconvenient use of mobile phones or pagers, messages can be posted on paging stations and voicemail boxes, explaining the specific reasons, calling the callers and their other contacts.

Sometimes, pfer calls can also be used to keep in touch with the outside world.

Fourth, we must attach importance to privacy.

Freedom of communication is protected by law.

In the freedom of communication, secrecy, that is, communication belongs to personal affairs and personal secrets, is one of its important contents.

Attention should also be paid to mobile phones and pagers.

Generally speaking, the number of the two party, especially the number of the mobile phone, should not be casually addressed to others.

Even on business cards, it is not appropriate to include this content.

Therefore, it is not necessary to inquire into other people's cell phones and pager numbers, nor should they be irresponsible to tell other people's mobile phones or pager numbers to others, or to inform the outside world.

In order to protect oneself and prevent others from stealing or stealing code, it is usually not appropriate to use their mobile phones or pagers at random, or to go to irregular maintenance sites to repair them.

Considering the same reasons, it is not appropriate to borrow other people's mobile phones and pagers at will.

Fifthly, we should pay attention to safety.

When using mobile phones and pagers, you must not be careless about the safety matters.

At any time, you must not obstruct yourself or others when using them.

According to convention, when driving a vehicle, it is not appropriate to sneak in, while using mobile phone to call or pager.

If we fail to do well, it is very likely to cause traffic accidents.

When taking a passenger plane, we must consciously turn off the mobile phone and pager that I carry with me.

Because the electronic signals they emit will interfere with the navigation system of the aircraft.

No cell phone or pager is allowed during a stop at a gas station or hospital.

Otherwise, it may cause a fire, or affect the normal use of medical equipment.

In addition, where all words or pictures are prohibited, cell phones and pagers should be prohibited.

At present, in business contacts, it is often necessary to deliver some important documents, materials and charts to the contact objects in different places.

The traditional way of mailing letters is difficult to meet this requirement.

Against this background, fax came into being and became popular in the business world.

Facsimile, also known as facsimile telegram.

It is a modern way of communication through the photoelectric effect, through the facsimile machine installed on the ordinary telephone network, sending or receiving foreign documents, letters, data, charts and photographs.

Nowadays, fax machines have long been popularized as one of the indispensable office equipment in domestic business units.

The main advantage of using facsimile communication is that it is easy to operate, delivers very fast speed, and can pmit authentic traces including all complex patterns.

The main drawback is that the automatic performance of the pmission is poor.

Sometimes its clarity is difficult to ensure.

When making use of facsimile communication, business people must pay attention to the following three aspects of etiquette.

First, it must be lawfully used.

The state stipulates that any unit or individual must strictly abide by the relevant requirements of the telecommunications department and conscientiously perform the necessary procedures if they use their own fax equipment.

Specifically, the installation and use of fax equipment must be approved by the telecommunications department and all related procedures are not allowed to be installed or used.

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The fax equipment installed and used must be provided with the official approval and entry permit issued by the telecommunications department.

If you want to install and use facsimile equipment directly imported from abroad, you must first go to the Department designated by the state for registration and testing, then you can go through the procedures in the telecommunications department.

During the period of the use of the self provided fax equipment, it is necessary to pay the service charge to the telecommunication department every month according to the regulations.

Second, it must be used properly.

Communication with fax equipment must be standard and standard in specific operation.

Otherwise, the effect will be affected to a certain extent.

The fax numbers used by me or my unit should be correctly and accurately reported to my important contacts.

Generally speaking, fax number is an important part in business card.

The fax numbers for the main contacts must be carefully recorded.

In order to ensure foolproof, it is best to notify the other party before sending a fax to the other party.

This is a reminder to the other side, and not to send the wrong fax.

When sending facsimile, it must operate according to the regulations, and aim at improving clarity.

At the same time, we should also pay attention to making the contents concise and concise, so as to save money.

The fax equipment used by the unit shall be arranged by the special person.

When no one is present and if necessary, it should be automatically received.

In order not to affect the work, the unit's fax machine should try not to use the same line with the office phone.

Third, we must use etiquette.

When using fax, business people must keep in mind the problem of maintaining the image of individuals and their units.

When sending facsimile, it is necessary and necessary to give greetings and acknowledgement.

When sending documents, letters and materials, it is necessary to remember this one.

Outside the business, it is necessary to use the public facsimile equipment to pay for the fax machine set up in the place of business at the time of paying the bill, except for the formalities and leakage prevention. Staff must also be treated with courtesy.

When people use fax equipment, the most important thing is its timeliness.

Therefore, after receiving the fax from others, we should inform the other party in an appropriate way at the first time, so as not to worry about the other party.

When you need to handle or pfer or pmit facsimile sent by others, you must not delay the time and delay the other party's important matter.

In recent years, a black horse has emerged in various electronic communication means. It is e-mail.

Since its birth, its development has been progresses by leaps and bounds.

At present, it has been widely used in business circles.

E-mail, also known as electronic mail or electronic mail.

It is an electronic letter sent to the objects of communication by means of an Internet composed of computers.

The use of e-mail for external liaison is not only safe and confidential, but also saves time. It is not limited by space. It has a high degree of clarity and can greatly reduce communication costs.

The etiquette standards that business people should follow when they use e-mail to communicate with each other mainly include the following four aspects.

First, e-mail should be written carefully.

E-mail sent to others must be carefully conceived and carefully written.

If you write with your wishes, you do not respect each other, nor do you respect yourself.

In writing e-mail, the following three points must be noted.

First, the theme should be clear.

An e-mail has only one theme, and often needs to be noted before.

If you sum it up properly, the recipient will see the whole e-mail clearly at the sight of it.

Two, the language should be fluent.

If e-mail is easy to read, it must be fluent.

Try not to write strange characters or variant characters.

When referring to data or data, it is better to indicate the source so that the recipient can check it.

Three, the content should be concise.

The time on the Internet is extremely valuable, so the content of e-mail should be concise and shorter.

Second, e-mail should be avoided.

In the information society, everyone's time is precious.

For business people, this is even more important.

Therefore, some talented people will say, "respecting a person in business communication, first of all, we should know how to save time for him."

In view of this, if it is not necessary, do not easily send e-mail to others.

In particular, do not talk with others about the world, or just to test whether your email can be successfully issued.

At present, many netizens are often annoyed by the fact that their e-mail boxes are filled with countless boring e-mails, even strangers' emails.

Dealing with it will not only waste your time and energy, but also may delay your business.

But generally speaking, receiving an important e-mail message from another person is often necessary to reply immediately.

Third, e-mail should pay attention to coding.

The problem of coding is something that every e-mail user should pay attention to.

Due to the characteristics of Chinese characters plus some other reasons, Chinese mainland, Taiwan, Hong Kong and Macao, as well as Chinese in other countries in the world, are currently using different Chinese coding systems.

Therefore, when a business person uses the Chinese mainland's coding system to send emails to Chinese people living in all other countries and regions except the mainland of China, the Chinese code system used by both sides is different. For convenience, it is likely that only a piece of sky script composed of random characters will be received.

Therefore, when the business people send e-mail to Chinese in other countries and regions other than the mainland of China, they must also indicate their own Chinese coding system in English so as to ensure that the other party can receive their own e-mail.

Fourth, e-mail should be carefully selected.

The advanced E-mail software available in the market now has multiple fonts, and even various stationery for users to choose from.

This can certainly enhance the personal characteristics of e-mail, but this kind of function must be used cautiously by business people.

This is mainly because, on the one hand, too much modification of e-mail will inevitably increase its capacity and increase the time of sending and receiving. It wastes time and money, and often gives people a sense of luxury.

On the other hand, the software owned by the recipient of e-mail does not necessarily support the above functions.

In this way, the e-mail that he receives is likely to deviate greatly from the original intention of the sender and thus result in all his previous efforts.