武汉工程科技学院
《商务礼仪》课程论文
商务办公室礼仪
姓 名： 刘博文
专 业： 英 语
班 级： 41301401
学 号： 4130140132
任课教师： 徐 菁 讲师
摘 要
办公室是一个处理公司业务的场所，办公室的礼仪不仅是对同事的尊重和对公司文化的认同，更重要的是每个人为人处事，礼貌待人的最直接表现。办公室礼仪涵盖的范围其实不小，接待、日常办公、沟通等都有各式各样的礼仪。本文使用文献综述法，从办公室礼仪的几个方面揭示了其对公司的声誉和公司内部的工作氛围，员工的工作效率产生的影响。遵守办公室礼仪是每个职场人士的基本要求，它不仅仅是礼貌的体现，在有外部人员来公司参观时，良好的办公室礼仪会为公司带来潜在的客户；良好的办公室礼仪也可以给在职人员带来良好的工作情绪，提高他们的工作积极性。所以，办公室礼仪在办公中十分重要，也应当被每个职场人员遵守。
关键词：办公室礼仪 接待 日常办公 沟通
ABSTRACT
Office is a place where we deal with business. Office Etiquette not only shows your respect to your colleagues and your recognition of your company but also the direct expression of everybody. Office Etiquette includes: reception, office routine, communication, etc. This Thesis uses Literature analysis, reveals that the Office Etiquette can influence the reputation and the work atmosphere of a firm. Complying with Office Etiquette is a basic standard of the employees. Office Etiquette is not just a reflection of politeness. When external people come to visit, a good Office Etiquette can bring a company potential customers. A good Office Etiquette can also benefit the employees，bringing a satisfy emotion and a higher efficiency. Therefore a good Office is very important, it deserves to be obeyed by every employees.
Key words: Office Etiquette reception office routine communication
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目 录
1 引言…………………………………………………………………………1 2 接待…………………………………………………………………………2
2.1 握手礼仪………………………………………………………………………… 2 2.2对待有特殊需要的人群……………………………………………………………3
3 日常办公………………………………………………………………………4
3.1 办公室午餐………………………………………………………………………………5 3.2 交谈技巧…………………………………………………………………………………6 3.3办公室派对………………………………………………………………………………8
结束语…………………………………………………………………………… 9 参考文献…………………………………………………………………………10
CONTENTS
1 Introduction .......................................................................................................... 1 2 Reception ............................................................................................................... 2
2.1 Handshake etiquette .............................................................................................. 2 2.2 For people with special needs ............................................................................................... 3
3 Office routine ........................................................................................................ 4
3.1 Office lunch .......................................................................................................................... 5 3.2 When you speak .................................................................................................................... 6 3.3 Office parities ....................................................................................................................... 8
Conclusion ................................................................................................................ 9 Reference…………………………………………………………………………10
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1 Introduction
Etiquette is a rule which people need to obey for controlling one and respect others. Office etiquette origins from office, it includes: Office Etiquette, reception, office, routine communication. Office etiquette can improves personal behavior and influence a company’s morale and reputation. Office etiquette in particular applies to coworker interaction, excluding interactions with external contacts such as customers and suppliers. It is essential for us to obey office etiquette and promote it in work place.
Office etiquette is a part of a company’s cultural. It should be studied further. . Establish the image of a man etiquette, it will establish a good personal image in front of everyone; members of an organization etiquette, it will establish a good image for your organization, won the public's admiration. In addition to a modern market competition beyond competitive products. Even more apparent in the image of the competition. One has a good reputation and image of the company or business, it is easy to gain the trust and support of all sectors of society, can be in an invincible position in the fierce competition. So, business people always pay attention to etiquette, both good qualities embodied individuals and organizations, but also the need to establish and consolidate a good image. Handshaking is a basic part of reception. It shows enthusiasm the first place, a company’ image can be also seen in this part. A good reception handshaking can bring a easier and more friendly commencement. There would be unexpected condition too. If your customer is disability. Do not show tap their shoulder to show your sympathy. Put yourself in their shoes, if you were them, you would be like to be treated in which way. Office is consisted of colleagues, it is a social community. When you are in office, you cannot avoid communicating with others. There are some tactics in this. First, be yourself while
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be thoughtful to others. Second, Choosing topics, updating yourself.
2 Reception
2.1Handshake etiquette
When shaking hands, the receptionist needs to be a feet away from the clients, stand straight, give your right hands to others. Make your hands straight and your palm towards inward, that shows your respect and modest. And it is also the conservative way protects you from impoliteness. Shaking hands with gloves must be avoided. Male should take off gloves and hats when shake hands with others. Female is allowed to shake hands with gloves. But if it is a outside reception which is hold in cold weather, everyone are wearing gloves and hats, then it is no need to take off them. Both sides should make an apology before shaking hands. Do not forget eye contact, smile and greetings when shaking hands .Control the handshake time. It usually lasts 3 to 5 seconds. Do not take others’ hands for a long time. It shows impoliteness. Do not separate hands too quickly. It indicates the lack of enthusiasm. Always give your hands after a senior or a superior reaches out their hands. Remember ladies first, male reaches hands after ladies reaches out their hand, if male is senior or superior, then obey the first rule. When the receptionist needs to shake hands with a lot of people, the order is form superior to inferior, married to single and ladies first. In a reception, the hosts need to reaches out their hands first when the customers come to visit. And when the customers leave, the customers ought to reaches out their hands first. The former express “welcome” and the latter express “good-bye. Moreover. When shaking hands, using left hands is very impoliteness, especially when your customers are Indians or Arabian. When shaking hands with Christians, the receptionist need to avoid your hands form a cross, it is very auspicious in their eyes. Do not refuse shaking hand with others. If your hand is dirty, you need to explain to others to prevent unnecessary misunderstandings.
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2.2 For people with special needs
When shaking hands with a people who has lost a right hand, you can touch the person on the shoulder or arm to welcome an acknowledge their presence, you should always smile. When addressing a person with a wheelchair, you should never lean on it. And never patronize people using wheelchairs by patting them in the head or shoulder. When your customer is a person with a visual impairment, you need to let him or her take your arm. This will enable you to guide rather than propel lead the person.
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3 Office routine
3.1Office lunch
Nowadays, modern work is very fast, and it is ordinary that staff will have lunches in office. It is a pleasant thing to have meal with co-workers, but you should pay attention to details or you will ruined you good image among your colleagues. Do not have a long lunch time. Others need to work immediately when they finished their lunch. And it will be awkward if customer visits at that time. Drinks should be thrown as soon as possible or be hide in a place. Do not talk with your mouth full. Taking food with a strong smell to office should be avoided. Some of your colleagues may be sensitive to it. Do not take hot soup to office, the smell damages your company’s image and office environment. If the food dropped on floor, make sure clean it. And when finished your lunch, remember throw the leftover and wash your cook at once. If you were busy, then call your colleagues do it for you, always remember the magic words “thank you”. Don't Floss Your Teeth. While there's no arguing the importance of dental hygiene, tending to it should never be done in public. If you suspect or know you have food stuck between your teeth, head to the restroom and use your oral care product of choice to remove it privately. Don't Brush or Comb Your Hair. You look beautiful dahling, but if you think your do has become messy, you should never fix it at the table. Nobody wants hair in their food and when you run a comb or brush through yours, there's a good chance a stray one or two may wind up exiting your scalp. Don't Blow Your Nose. Does anything more than \"yuck\" need to be said about this activity? And while we're on the topic, if you sneeze at the table, go to the restroom to wash your hands. Don't Talk on the Phone. Thanks to modern technology, namely cell phones, we are all connected 24/7. If you get a call, go elsewhere to take it, but only if it's a good time to do so. If you and your dining companions are in the middle of discussing something important, wait for the best
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opportunity to leave the table. Don't Continuously Text. Staring at your screen while sharing a meal is impolite. If you get a text that can be quickly answered, go ahead and do it—one time. Otherwise, wait for a chance to excuse yourself and then reply. Don't Burp. In some circles, burping indicates that you have enjoyed your meal. While the cook may appreciate the good news, your fellow diners probably won't. Don't Apply or Fix Makeup In days gone by women used to say \"I'm going to powder my nose\" before they headed off to the restroom. Did everyone have very shiny noses back then or was it just a polite way to say they had to use the bathroom? It could have been either reason. The rules of etiquette dictate that makeup not be applied at the table especially in the case of business meals, according to the Emily Post Institute. 8. Don't Be Rude to the Waiter or Waitress
Many people consider it a big red flag when they observe someone being rude to wait staff or other service workers. They see it as a sign of how that person will ultimately treat them. Whether this is true or not is irrelevant if it leaves them with a bad impression of you. Don't Eat Anything Other Than Finger Food With Your Fingers. Finger foods may, of course, be eaten without using a fork and knife. Many of us are baffled by which foods are considered finger foods. Is a French fry one? How about a piece of chicken? It seems the rules differ depending on where we are eating. Etiquette Expert Debby Maine explains it all in her article Finger Food Etiquette. Don't Make a Negative Comment about Someone Else's Food
There are few things as childish as making derogatory comments about what someone else is eating. It brings back memories of the elementary lunchroom when someone thought your sandwich was icky. If you don't like the looks of someone else's meal, avert your eyes from their plate and enjoy your own food.
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3.2 When you speak
Pay attention to office communication. First, remember the magic words: Thank you, please, you’re welcome, excuse me, hello, I’m sorry, good morning, goodbye, well done, how are you, etc. Use them daily and they will smooth the path of your career and improve your relationships with others, both business and social. Second, have your own sound, if you always follow what others said, you could only be ignored, and the boss wishes his employees have their own thoughts. No matter what position you are in, you are appreciated to have your own opinion. Third, do not show off yourself, even though you do the best job in office and you are admired by your boss. You should be humbled in career, modest brings you progress. Fourth, do not make the office a secret hollow, some people are inclined to tell their compliments to others, it can shorten the distance with co-workers, but few people could keep the secret. Therefore, when you have an opinion of your situation or you are not satisfied with the boss or colleagues, you’d better keep it to yourself to prevent unnecessary troubles. When talking in office, the proper topics are: news, current event, weather or something in common are all considered as “safe topic”. To prevent yourself from being ignored, you need to prepare for your topics, you need to read newspapers, share your feeling after seeing a new film. You can also do something you like, in a word, do not make yourself a boring person. Fifth, when speak in office, monitor your voice, your colleagues need a quite environment. Nobody wants to hear your conversations, and if you are found by your manager, you personal image will be influenced.
3.3 Office parities
Don't Drink Too Much. Alcohol lowers your inhibitions and alters your judgment. It can make you do things you may regret. Even if you think you can handle your alcohol quite well,
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one mixed drink or a glass of wine at the office party should be your limit. Remember, perception is everything. You don't want to look like you're drinking too much, even if alcohol. Don't Treat the Office Party Like a Singles Bar. An office party gives you a chance to see another side of your co-workers. However, you shouldn't try to get to know any of them too well. Jim (or Jane) from accounting may suddenly look a lot more appealing under bar lights than cubicle lights. Ignore your animal instincts. Workplace romances — or worse, one night stands — can be disastrous. Don’t Flirt or Act in a Sexually Proactive Manner. Your flirting may be entirely innocent (if it's not please see #2), but the message it sends to your colleagues isn't innocent. If you want to be respected on a professional level, save this side of yourself for parties with friends. Don't Wear Suggestive Clothing. If you wouldn't wear it to the office, you shouldn't wear it to the office party. Of course, your clothes can be more festive than those you wear to work (think sequins, color, and sparkles), but they shouldn't be revealing. Don't Let Your Guard Down. People tend to relax at office parties. When relaxed, we let our guards down and reveal things about ourselves we don't want our co-workers to know. Alcohol may contribute to this too, so be sure to pay careful attention to item. Don't Tell Dirty or Off-Color Jokes. This rule holds true in or out of the office. Dirty or off-color jokes may be offensive to others so avoid telling them. Don't Use Foul Language. You may feel so comfortable at the office party that you forget you're really at work. Keep bad language in check as it could make you look unprofessional. Don't Talk About People Behind Their Backs. Just because someone is absent from the office party it doesn't give you reason to talk about him behind his back. In addition to the fact that it's just not nice, this person's friends may be present and word could get back to him. Don’t Bring Uninvited Guests Often office parties are for employees only. Don't assume it's okay to bring your significant other or someone else without asking first. Don't Underestimate the Importance of
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Your Guest's Behavior If it's okay to bring a guest, choose wisely. Invite someone who will behave appropriately. That means he or she will have to follow the same rules you are expected to follow.
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Conclusion
Office etiquette is becoming more and more important these day. It can bring good things and prevent conflicts between co-workers.
Major Findings: Establish the image of a man etiquette, it will establish a good personal image in front of everyone; members of an organization etiquette, it will establish a good image for your organization, won the public's admiration. In addition to a modern market competition beyond competitive products. Even more apparent in the image of the competition. One has a good reputation and image of the company or business, it is easy to gain the trust and support of all sectors of society, can be in an invincible position in the fierce competition.
Limitation: Office etiquette includes many parts: Telephone etiquette, dress etiquette, etc. But this thesis can not mention it all.
Recommendation: Therefore, business people always pay attention to etiquette, both good qualities embodied individuals and organizations, but also the need to establish and consolidate a good image. Shortly put, office etiquette deserves attentions of company and employees.
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Reference
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10.Toksvig, S. (2013). Peas & Queues: The Minefield of Modern Manners. London: Profile Books Ltd.
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