Receptionist Etiquette In Secretarial Work

Secretarial work reception etiquette involves a wide range of contents, requiring secretaries to master the etiquette work in various processes of reception work, flexible and responsive, constantly accumulate experience and improve professionalism.

　　 First, Reception Preparatory work before

(1) reception environment layout

1. Environmental layout

The reception environment should be clean, neat, bright and beautiful with no peculiar smell. You can put flowers and green plants in the front desk or reception room, showing the atmosphere of "welcome you", which will make the other party feel good. Documents, stationery, telephone and other things on the desk should be placed in place and neatly placed. Things that are not commonly used and personal belongings should be kept in drawers where they can be found immediately.

2, office supplies preparation

(1) lobby.

It is not respectful to prepare seats for guests and to wait for guests to stand. The seat style should be concise and bright. Coffee tables should also be provided.

(2) reception room.

Tables and chairs should be placed neatly, and the tabletop should be kept clean without water stains or stains. The walls can be painted in harmony with the environment. A photo taken by a company leader or a national leader, or a photo of a successful large-scale public relations activity, can improve the company's workability. Information on the company's condition can be displayed on the table. In addition, tea sets, tea and beverages should be well prepared. Reception of general guests can use disposable cups, to receive important guests, or to use regular tea sets. The reception room should have good lighting and air conditioning equipment. We should equip a telephone, photocopier, fax machine and so on, even if it is not in the reception room.

When guests leave, clean up in time. Parlor Clean the tea set and ashtray, change the air, then close the door. Otherwise, the next batch of guests will feel unvalued.

(two) front desk duty.

In front desk duty room, when there is no guest, the secretary should do well:

1, decorate reception room

2. Understand the previous activity arrangement.

3. Fill out the registration form for company employees.

4. Fill in the guest appointment register.

　　 Two. Basic etiquette for reception.

(1) basic etiquette for receiving guests.

The secretary should pay attention to the following points when receiving guests:

1, no matter what kind of guests you receive, you must be fair and courteous. You should receive every guest according to the principle of first come and coming.

2, no matter what kind of guests you receive, you must be pleasant and never frown.

3. Be polite when receiving guests, but leave room for speaking.

4. For guests who have an appointment, they should quickly convey their requests and keep the guests away.

5, in order to avoid mistakes, we must confirm some important items for guests.

6, remember the guest's appearance and name as soon as possible, and understand their relationship with the company.

7, ask the guest to fill out the reception register.

8, if the boss doesn't confirm the guest, don't let him in.

9, if you do not know the identity of the other person, if the other person asks the boss if he is not in or even the boss's entire work schedule, do not directly answer the question, but try to get some useful information from the other party as far as possible.

10, when visiting strangers, we must pay attention to the introduction of his name, company and other basic information. According to the different circumstances, we should inquire clearly about the intentions and purposes of the visitors, but not lose the etiquette when asking.

(two) introduce Etiquette

In the process of introduction, the attitude of the introducer and the presenter should be warm and decent, and generous. Generally speaking, both sides should maintain their standing posture and respond enthusiastically to each other when they are introduced.

1. Introduce yourself.

Introducing oneself on occasion is very necessary for a secretary. The content of the introduction is decided on specific occasions, and public affairs occasions include not only introducing oneself but also introducing their duties.

2. Introduce others.

When you want to introduce someone to someone else, be sure that which side is introduced should be respected. According to the order of concierge should be: introduce young people to the elderly, both men and women are introduced in this order; introduce the men to the ladies, introduce the low positions to the high posts, and introduce the units and titles together. In a large number of occasions, if there is no position, special status of people present, and the same age of people gathering, they can be introduced in a certain order. When introducing other people, they should be concise and clear. During the introduction, we can also provide some brief information, such as the occupation and native place of the two sides, so as to facilitate the two people who do not know each other to talk with each other. If you introduce two people alone, you should know beforehand whether they have the desire to know each other, so as not to cause unnecessary embarrassment. When introducing someone to someone, you can't point your fingers, but you should be polite to your hands.

In social occasions, the principle of "ladies first" is adopted internationally, that is, the introduction of men to women. The correct way for a person to be introduced should be: if you were sitting, you should stand up and walk up, stand at arm's length, watch each other, smile, and shake hands or nod your head after the presentation.

3. Being introduced by others

(three) handshake etiquette

1, the gesture of shaking hands.

In general, the handshake of two hands is vertical, indicating the equal and natural relationship. This is the most reliable way to shake hands. If you want to be modest or respectful, you can shake hands and shake hands with others. And if you extend your hands to pick up your hands, you will be more courteous. But you must not palm your hand down to the other person's hand, which is usually arrogant. When shaking hands, you should extend your right hand, and you must not extend your left hand to others.

2, the order of shaking hands.

Between the upper and lower levels, the superiors should reach out their hands before the subordinates can grasp them. Between the young and the young, the elders should first reach their hands before the younger generation can grasp them. After the first hand is reached between the men and women, the men can then grasp them.

3, the handshake should also be paid attention to.

In general, we can grasp each other. If it's a warm handshake, you can shake it a few times, which is a very friendly gesture.

4, the handshake usually takes three to five seconds, unless a close friend can shake hands for a long time. When shaking hands, two eyes should be fixed on each other's eyes to show sincerity.

(four) exchanging business cards

1. Contents of business cards

Business cards, business cards and social cards.

(1) official business card

The main contents of official business cards mainly include the unit and department, name, job or title, address, telephone and so on. The number of cards should not be too many. The name should be the largest number in the business card, and the title should not be too many. The color of the card is best white, plain and generous.

Private telephone numbers are not usually printed on official business cards. If you don't mind being interrupted, you can print it. If there is no personal phone number on a business card, there is no need to ask the other person.

(2) social card

Social cards are used for social occasions. A business card should be placed in a business card or a business card holder. It should not be placed in a pocket or purse directly. This is neither conducive to preservation nor to respect for oneself. Women can put their business cards in their handbags, and men can put them in the inside pocket of their suits or briefcase.

2, exchange business card etiquette

(1) opportunity to deliver cards

People who meet for the first time can submit their business cards after they have introduced themselves or are introduced by others. Farewell is the common way to hand in business cards. You can also submit your business card if you mention the company address, contact details, etc.

(3) delivery of business card etiquette

Generally speaking, a visitor should be given a card to a visitor, a woman or a person of high status. When you hand in your business card, you should stand up (avoid it on the table) and give it to your breast height. Hold the card over your hands, so that the font on the card faces the other side, so that the person can see clearly immediately after receiving the card. If the other party also takes out business cards at the same time, visitors, men and persons with low status should make their business cards lower than their business cards to show their respect. If there is more than one person, the position should be from high to low or from location to distance.

(4) business card etiquette

When others stand up to deliver a business card, you should stand up and take your hands at once. After receiving your business card, you can not put it in your pocket immediately, but you should see clearly the name and identity of the other person. If the other person's name is not certain, you should compliment the other person. After reading it, put it on the table solemnly, and be careful not to press the document on it. If you are talking, you can put your business cards in front of you, so that you can easily match your business card with your counterparts. If you can't return your card to your partner, you can explain the reason, apologize and write your name, address and contact information to the other person.

3, business card preservation and collation

After the card business card or business card folder, according to a certain order card business.

　　 Three, daily reception Essentials

(1) welcome and entertain guests.

Attention should be paid to the following points.

1, the responsible person is not there.

It is necessary to clearly tell the person in charge of the other side where to go and when to return to the unit. Ask the guest to leave the phone number and address, make sure that the guest comes to the unit again, or is the person in charge of our company going to the other unit.

2, when guests arrive

Our responsible person can not immediately receive interviews for various reasons. We must explain the waiting reason and waiting time to the guests. If the guests are willing to wait, they should provide drinks and magazines to the guests. If possible, they should change drinks for the guests.

3, the reception staff to guide the guests to the destination, there should be a correct guidance method and guide posture.

(1) guidance method in corridor.

The receptionist paces the guests two or three steps before the guests walk inside.

(2) the way to guide the stairs.

When guiding guests to go upstairs, the guests should be allowed to walk in front. The receptionist is walking behind. If the stairs are downstairs, the receptionist should be in front. When the guests are coming up and down the stairs, the reception staff should pay attention to the safety of the guests.

(3) the guidance method for elevators.

When guiding the guest to take the elevator, the receptionist first enters the elevator, and when the guest closes the elevator door after entering, when the arrival arrives, the receptionist will press the "open" button to let the guest get out of the elevator first.

4, the guidance method in the living room.

When the guest walks into the living room, the receptionist uses his hand to instruct the guest to sit down and see the guest sit down before he can nod his head and leave. If the guest is seated by mistake, the guest should be seated in the upper seat (usually next to the door for the next seat).

(two) host guests

1, help guests confirm the baggage items they carry, and help guests to take them to the car carefully. After you have placed your luggage, explain to the guests, and thank you for coming and saying goodbye, such as "wish you a pleasant journey, welcome to come again!", "I wish you a safe journey and hope that we can cooperate happily".

2, to help guests close the door, the time is just the advantage, not too heavy, not too light. Too heavy will frighten guests, too light door will not shut. Also be careful not to let guests' clothes and skirts be clamped by doors.

3. When the door is closed, you can't turn around immediately. Instead of waiting for the guest's vehicle to start, smile and wave goodbye and watch the car leave before leaving.

(three) receive an appointment guest.

After the initial greeting, the guest will introduce himself, tell the name of the person to be seen, and the secretary should first confirm whether there is an appointment.

(four) give your boss a ride.

1, in addition to some very special circumstances, the boss should ask him for advice when he is in his office. He should not rebuff his guest by his own judgment and say that his boss is not there.

2, even when rejecting each other, we should pay attention to etiquette and leave room for speech.

(five) receive visitors at the same time.

1, adhere to the principle of first come, first served and equal treatment.

2. You can smile first when you receive the guests first, then wait for the guests later.

3, please register with the guest first, then greet the guest afterwards.

4, remember to judge people by their appearance.

(six) receive uninvited guests.

1, first ask the other party's intention, if the other side does not say, it should be shown to him that this is the work needs.

2, if the Tathagata visitor names someone to talk with someone, he should contact the client immediately. However, a good answer should not be given to the guest before the contact is good.

3, do not call the parties in front of the guests, so that the parties will not be able to make excuses when they refuse to receive interviews. To keep the guests at a distance from the Secretary, the guests can not hear the Secretary clearly.

4, we should refuse guests with euphemism.

5, try not to let guests stay at the front desk for a long time.

(seven) guests who receive complaints at home.

1, bring the guests to the meeting room to create a good reception environment for the guests.

2, try to satisfy the guests' emotional needs and professional needs.

(eight) receiving media reporters

1, we should cooperate with each other to provide convenience for them.

2, careful consideration should be given to the content to be reported, and information should be provided.

3, things that are not sure are not arbitrary.

4, pay attention to internal and external differences and keep company secrets.