什么是商务礼仪

都说商务礼仪很重要，有时甚至可能关系到交易的成败。那商务礼仪到底是一种什么东西呢？下文将为您详细解释。

by Paula

The Opportunity

Business etiquette is made up of significantlymore important things than knowing which fork to use at lunch with aclient. Unfortunately, in the perception of others, the devil is in thedetails. People may feel that if you can't be trusted not to embarrassyourself in business and social situations, you may lack theself-control necessary to be good at what you do. Etiquette is aboutpresenting yourself with the kind of polish that shows you can be takenseriously. Etiquette is also about being comfortable around people (andmaking them comfortable around you!)

People are a key factor in your own and your business' success. Many potentially worthwhile and profitable alliances have been lost because of an unintentional breach of manners.

Dan McLeod, president of Positive Management Leadership Programs, aunion avoidance company, says, "Show me a boss who treats his or heremployees abrasively, and I'll show you an environment ripe for labor problems and obviously poor customers relations. Disrespectful and discourteous treatment of employees is passed along from the top."

The Solution

Most behavior that is perceived as disrespectful,discourteous or abrasive is unintentional, and could have been avoidedby practicing good manners or etiquette. We've always found that mostnegative experiences with someone were unintentional and easilyrepaired by keeping an open mind and maintaining open, honestcommunication. Basic knowledge and practice of etiquette is a valuableadvantage, because in a lot of situations, a second chance may not bepossible or practical.

There are many written and unwritten rules and guidelines foretiquette, and it certainly behooves a business person to learn them.The caveat is that there is no possible way to know all of them!

These guidelines have some difficult-to-navigate nuances, dependingon the company, the local culture, and the requirements of thesituation. Possibilities to commit a faux pas are limitless, andchances are, sooner or later, you'll make a mistake. But you can minimize them, recover quickly, and avoid causing a bad impression by being generally considerate and attentive to the concerns of others, and by adhering to the basic rules of etiquette. When in doubt, stick to the basics.

The Basics

The most important thing to remember is to be courteous andthoughtful to the people around you, regardless of the situation.Consider other people's feelings, stick to your convictionsas diplomatically as possible. Address conflict as situation-related,rather than person-related. Apologize when you step on toes. You can'tgo too far wrong if you stick with the basics you learned inKindergarten. (Not that those basics are easy to remember when you'rein a hard-nosed business meeting!)

This sounds simplistic,but the qualities we admire most when we see them in people inleadership positions, those are the very traits we work so hard to engenderin our children. If you always behave so that you would not mind yourspouse, kids, or grandparents watching you, you're probably doing fine.Avoid raising your voice (surprisingly, it can be much more effectiveat getting attention when lower it!) using harsh or derogatorylanguage toward anyone (present or absent), or interrupting. You maynot get as much "airtime" in meetings at first, but what you do saywill be much more effective because it carries the weight ofcredibility and respectability.

The following are guidelines and tips that we've found helpful fordealing with people in general, in work environments, and in socialsituations.

It's about People

Talk and visit with people. Don't differentiate by position or standing within the company. Secretaries and janitorialstaff actually have tremendous power to help or hinder your career.Next time you need a document prepared or a conference room arrangedfor a presentation, watch how many people are involved with thatprocess (you'll probably be surprised!) and make it a point to meetthem and show your appreciation.

Make it a point to arrive ten or fifteen minutes early and visitwith people that work near you. When you're visiting another site,linger over a cup of coffee and introduce yourself to people nearby. Ifyou arrive early for a meeting, introduce yourself to the otherparticipants. At social occasions, use the circumstances of the eventitself as an icebreaker. After introducing yourself, ask how they knowthe host or how they like the crab dip. Talk a little about yourself-your hobbies, kids, or pets; just enough to get people to open up abouttheirs and get to know you as a person.

Keep notes on people. There are several "contact management"software applications that are designed for salespeople, but inbusiness, nearly everyone is a salesperson in some capacity or another.They help you create a "people database"with names, addresses, phone numbers, birthdays, spouse and children's'names; whatever depth of information is appropriate for your situation.

It's a good idea to remember what you can about people; and to bethoughtful. Send cards or letters for birthdays or congratulations ofpromotions or other events, send flowers for engagements, weddings orin condolence for the death of a loved one or family member. Peoplewill remember your kindness, probably much longer than you will!

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