Chapter 32 Chapter 32 Work Etiquette

Work etiquette is one of the important means for the enterprise to carry out unified standardization and directly reflect the spirit of the enterprise through employees' on-the-job speech, manners, appearance and appearance.Doing a good job in the etiquette education, management and effective implementation of corporate employees is of great significance to establishing corporate image, displaying corporate culture, and reflecting corporate management. 1. Dress (1) When employees go to work, they must wear clothing that meets the work requirements. (2) Any designated clothing shall be kept clean and flat at all times.

(3) Do not wear wrinkled, damaged or unbuttoned clothing for work. (4) Production and operation employees need to wear the tooling designated by the company. (5) Non-production employees start work.If it is equipped by the company, it should wear the company's clothing; if it is not equipped, it should also wear the corresponding clothing according to the company's requirements. (6) Employees attending major events organized by the company should wear suits, ties and collar clips, and leather shoes. The length of the tie should be moderate, and the tie should be neatly tied to keep the shoes clean and shiny.

(7) It is strictly forbidden to wear indecent clothes such as rolled up sleeves and trouser legs when on duty. (8) Employees must wear and reveal the company logo according to the company's requirements.For non-work needs, employees generally do not wear the work clothes provided by the company outside the company. 2. Grooming specifications (1) Keep a smile on your face and maintain a cheerful attitude, which is conducive to creating a harmonious and harmonious working atmosphere. (2) Keeping the body clean and hygienic is not only a need for health, but also a manifestation of civilization, which is conducive to communicating with others.

(3) Hair combed neatly and face kept clean. (4) Male employees do not wear long hair, and female employees do not wear heavy makeup. (5) Keep lips moisturized and breath fresh, suitable for close conversations. (6) Hands are clean, nails are neatly trimmed, male employees do not keep long nails, and female employees do not apply bright nail polish. (7) It is advisable to use fresh and elegant perfume. (8) It is not advisable to wear sunglasses in social occasions (except for visiting and traveling). (9) Female employees should not wear loud accessories. (10) The briefcase (handbag) has a neat appearance, and the men's briefcase is preferably black.

1. Standing posture (1) Raise your head, straighten your chest, retract your abdomen, stretch your shoulders, and keep your eyes level. (2) The arms and hands hang down naturally on both sides of the body, and the arms of female employees can hang down and cross in front of the body. (3) When female employees stand, their knees and heels should be close together, and their feet should be in a "V" shape. (4) When male employees stand, their feet can be placed together in a "V" shape, or they can be separated.Feet should be shoulder-width apart when separated. (5) When standing, do not put your hands on your waist, put them in your trouser pockets, or fold your arms in front of your chest.

(6) When standing, the legs must not stop shaking. 2. Sitting posture (1) Take your seat calmly, and your movements should be light and steady, and it is not advisable to use too much force. (2) When taking a seat, it is not advisable to fill up the seat or sofa, and it is not advisable to just sit on the edge of the seat. (3) After taking a seat, the upper body should be kept upright and slightly leaned forward, the head should be straight, and the shoulders should be relaxed. (4) After the male employee is seated, his hands can be placed on the lap naturally, or lightly placed on the armrest of the seat, with the palm facing down, and be careful not to shake the fingers continuously.

(5) After the female employee is seated, put her hands on her lap with her palms down. (6) When a female employee wears a skirt and puts it into the seat, she should first wrap the skirt towards her legs with her hands.Be careful not to hang the skirt on other things. (7) Male employees should separate their legs in parallel after taking a seat, and should not exceed shoulder width; female employees should keep their legs together after taking a seat, and cross their calves backwards or to one side.Note that the legs cannot be extended straight forward. (8) If you need to talk with the person on the side, you should turn your body slightly to the other side.

(9) When standing up from your seat, you must be steady. You can take half a step back with your right foot, and then stand up calmly. (10) Be careful not to shake your legs continuously after sitting down. Three, walking posture (1) When walking, keep the upper body upright, relax the shoulders, look straight at the eyes, and swing the arms naturally.Male employees should pay attention not to put their hands in the pockets of their trousers. (2) Walking should be calm and natural.The male employees walk vigorously and powerfully, while the female employees walk naturally and gracefully.

(3) It is not advisable to look left and right when walking, and the steps should not be too heavy and make loud noises. Four, squatting (1) When viewing low-level objects or picking up objects, it is often necessary to squat down, and it is not advisable to bend down directly. (2) When squatting, take a squatting posture with your feet crossed forward and backward: one foot in front and one foot behind.The foot in front should be on the ground with the whole foot, the toe of the rear foot should be on the ground, the heel should be raised, the legs should be pressed down, the upper body should be upright, and the center of gravity should be placed on the rear foot.

(3) When squatting, female employees should keep their legs close together. If they are wearing skirts, they should use their hands to push the skirts towards their legs before squatting. Every word and deed, every action, is a display of personal image.The personal image of employees is an integral part of the overall image of the company, therefore, every employee's words and deeds are the embodiment of the company's corporate image.Enthusiastic and polite words and deeds not only reflect the overall quality of the company's employees, but also reflect the company's profound cultural heritage.

1. Speech norms (1) Address others appropriately.In social occasions, whether you are a new friend or an old friend, you should call each other's surname plus title or title, which is respect for others. (2) Use polite language.When receiving praise or help from the other party, you should express your gratitude; when you disturb or hinder others, you should express your apology; . (3) Greetings before formal conversations are an important means to expand the topic. During the greetings, topics of common interest should be selected and personal issues or some sensitive topics should be avoided. (4) When talking with others, impolite behaviors such as insertion, interruption, sarcasm, and imitation should not occur. (5) During the conversation, it is not advisable to have excessive words or excessive jokes. (6) In the process of conversation, behavioral language should be used reasonably to match expressions, such as smiling and nodding. (7) Don't point your fingers at others while talking. 2. Smoking regulations (1) It is not advisable to smoke in the office during working hours. You can smoke in corridors, toilets and other places. (2) If necessary, smoking rooms should be set up in appropriate places in the office area. (3) If visitors want to smoke in the office, they should explain to them that the office is a non-smoking area. After obtaining the consent of the other party, they can smoke in the reception room or smoking room. (4) It is not advisable to smoke in public places.If you want to smoke, check whether there are no-smoking warnings and sanitary appliances such as ashtrays, and then consider whether to smoke. 3. Guide customers to standardize (1) On the way of guiding, the guide should walk in front of the guests.If a group of people are being guided, the guide should handle it flexibly, and generally should be in front of the frontmost person. (2) When pointing the direction, extend the right arm, the forearm and the upper arm are slightly at right angles, the palm is upward, the thumb is slightly bent inward, and the four fingers are close together and straightened, pointing to the desired direction. (3) When going up the stairs, the guide should walk behind the guests. (4) When going down the stairs, the guide should walk in front of the guests. (5) If there are guests who are not known to our staff, the guides should introduce each other, and generally introduce our staff to the guests first. 4. Specifications for the use of elevators (1) When entering the elevator, let the guests or leaders enter first.If there are many people, you should pay attention to press and hold the elevator button with your hands so that everyone can enter smoothly. (2) Stand in a concave shape as much as possible in the elevator to make it easier for those who enter later. (3) The space in the elevator is small, and it is generally not suitable for conversation. (4) When getting out of the elevator, let the guests or leaders go first. If you are standing at the door and there are many people with you, you should get out of the elevator first, hold down the elevator button, and wait for others to come out. (5) Do not throw garbage in the elevator. 5. Introduction Specifications (1) When making an introduction, the name, position, unit, title, etc. of the person to be introduced should be clearly introduced.Such as "the manager of such and such, this is Mr. such and such, the manager of such and such department of such and such company". (2) When introducing, the person with the lowest position should be introduced to the person with the highest position, the host should be introduced to the guests, and the man should be introduced to the woman first. (3) When introducing, you should put your palms up and your five fingers together, pointing to the person being introduced. 6. Shake hands (1) When meeting for the first time, shake hands should not be full of hands, only the fingers. (2) When shaking hands, extend your right hand, stand upright and lean forward slightly, look straight at each other, and nod in greeting. (3) The strength of the handshake should be moderate. If the handshake is too light, it will feel insincere, and if it is too strong, it will feel too reckless. (4) The handshake time is generally within three seconds, just one or two shakes. (5) If you wear gloves, be sure to take off the gloves before shaking hands with the other party. (6) Usually the elders, those with high positions, and the superiors first extend their hands to send out the handshake signal.Young people, those with low positions, and subordinates reach out to echo them. (7) Between men and women at the same level, the woman must extend her hand first, and the man shakes his hand again. (8) When shaking hands, avoid grabbing or cross-shaking. 7. Use of business cards (1) When exchanging business cards with others, hand them over with both hands, bow your body slightly forward, and keep your arms slightly at chest level.Standard language: "My name is ×××, and this is my business card." (2) If you want to get the other party's business card, the standard language that can be used is: "If it is convenient for you, please leave a business card for me". (3) When accepting a business card, take the other party's business card with both hands, read it carefully, and put it away carefully.Do not throw away at will. (4) If you find unfamiliar words or content on the business card, you should ask for advice with an open mind to avoid misunderstanding. The phone is one of the most important ways businesses communicate with the outside world.Correct and standardized handling of calls inside and outside the enterprise can quickly and effectively establish and disseminate the corporate image. 1. Basic usage specifications (1) The telephone is used as an office tool, and try to avoid talking about private matters.Private calls should not exceed 3 minutes to keep the line open. (2) When making long-distance calls, the company's management measures on the use of long-distance calls must be followed. (3) When talking, the earpiece should be close to the ear, and the microphone should be placed about five centimeters below the lip. (4) When talking on the phone, it is not advisable to talk to a third party.If you have important matters to answer with a third party, you must press the "HOLD" button on the phone or cover the microphone with your hand. 2. Call etiquette (1) The language is concise and clear, and the things to be said are expressed concisely.If there is more content to be expressed, a telephone draft should be prepared in advance. (2) The tone is mild and warm, which is conducive to the communication and communication between the two parties. (3) Pronunciation is clear and fluent, and standard Mandarin is used. The company needs to communicate with customers from different regions. Clear and fluent Mandarin is conducive to effective communication between the two parties. (4) Smiling. Smiling on the phone can give people a friendly feeling and help create a harmonious conversation atmosphere. 3. Specifications for making calls (1) When making a call, if the call rings more than three times and the other party does not pick up the phone, hang up the phone and wait for 1 to 2 minutes before dialing. (2) After the call is made, when the other party picks up the phone, first introduce yourself and confirm the identity of the other party.For example: "Hello, I am XX from XX company, are you from XX company here?" (3) If the call needs to be picked up by the switchboard, you should say to the operator: "Please transfer to extension XX." If the person you are looking for is not available: 1. If you need to leave a message, you can say: "I'm sorry, please tell XX (position or Mr. or Ms.)." 2. If you need to call back, you can leave your phone number and name. 3. For long-distance calls, it is not advisable to ask the other party to call back, and you can make an appointment to talk again. (4) If you dial the wrong number, you should say: "I'm sorry, I made the wrong number and I'm sorry." (5) During the call, the main points of sorting out should be accurately expressed.If the call is dropped, redial it immediately.After the call is over, say goodbye, and when the other party hangs up, hang up in time. 4. Answer the phone (1) Specifications for answering the phone 1. The phone rings twice to answer the phone, and the phone rings twice to pick up the phone. If you can't spare time for a while, and the phone rings more than two times to answer the phone, you must apologize to the other party. 2. Greet the caller and introduce yourself. (1) When answering the phone, you should say "good morning", "good afternoon", "hello" and other greetings first. (2) Introduce yourself to the other party in time, let the caller know that he has already contacted the person, department or company he is looking for, which can save the time for both parties to talk. 3. Clarify the intention of the call. Listen clearly to the person, department or matter that the caller needs to find, transfer the call in time or make detailed records, and actively help the caller to deal with it. (2) Call waiting specification 1. When you need to wait for an incoming call, you should first tell the other party the reason for waiting.For example, "I need to find information." 2. When you need to wait for an incoming call, please explain the waiting time: (1) If it is a short wait (up to 60 seconds), tell the other party: "Please wait a moment, it will be ready soon." (2) If it is a long wait (1 to 3 minutes), you should ask the other party if they are willing to wait; express gratitude and apology to the caller for waiting when the call is resumed.Standard phrase: "I'm sorry to keep you waiting..." (3) If it exceeds 3 minutes, you should ask the other party's phone number and tell the other party that you will contact him (or her) in time if you have any news. (3) Specifications for incoming and outgoing calls 1. When an incoming call needs to be transferred, transfer the call to the desired person or department in time. 2. If the person the caller is looking for is not available or there is no one in the department, ask the other party if they can contact other people or departments, or if there is anything to tell. (4) Specifications for recording messages If you need to leave a message for a call, you must carefully record it, and repeat it to the other party after recording to ensure accuracy.These message records should include: 1. Correctly spell the name of the caller. 2. The exact contact number, the area code should be written down for long-distance calls. 3. The main content of the incoming call. 4. The time of the call and the person or department to be contacted. (5) Specifications for ending a call 1. Ask the caller again what help he (or she) needs to provide. 2. When the caller says he has nothing else to do, say goodbye to the other party kindly. 3. Hang up after the other party hangs up the phone. 4. Process the call content in the shortest possible time. 5. Specifications for the use of mobile phones (1) Keep your mobile phone in a normal state to facilitate communication. (2) In the office area, the ringtone of the mobile phone should not be too loud, so as not to affect the work of others. (3) When using mobile phones in the office area, it is not advisable to have exaggerated actions and words. (4) If you need to answer the phone while talking with others, you should first apologize to the other party. (5) Note that it is not appropriate to use mobile phones on some occasions, such as gas stations and airplanes. (6) During the meeting, the mobile phone should be adjusted to vibrate or turned off.It is generally not advisable to answer mobile phones during the meeting. For important calls, you should answer them outside the meeting place. (7) The language and etiquette norms of mobile phones refer to the above content. (8) When calling a mobile phone, you should first ask the other party whether it is convenient for you to make a call. (9) If you are in a place that is not conducive to answering mobile phones, you can tell the other party the reason and explain that you will call when it is convenient.