1. Public relations etiquette

(1) The overall principle of etiquette system

Etiquette is a complete system, which has been all-encompassing for thousands of years. Therefore, in foreign exchanges and public relations exchanges, we must not ignore its integrity and pay attention to the completeness of information collected, because the gender, age, nationality, state, nationality and nationality of the guests or partners. 1-1=? The effect.

(2) the principle of fairness and reciprocity

? Give it a peach and return it with a plum? ，? Courtesy in return? It is considered impolite for everyone to expect respect, arrogance, indifference, or ingratiation in social communication. Should be fair and generous, neither humble nor supercilious, active and friendly, warm and moderate.

(III) Principle of punctuality and punctuality

In modern society, punctuality and punctuality are more important. It is impolite to fail to keep punctuality and punctuality for any reason, and you should be humble after failing to keep an appointment for any justified reason.

(4) the principle of respecting customs and the principle of taboo customs

? Different winds in ten miles, different customs in eight miles? What song to sing in what mountain? See the ceremony when you enter the door, and ask questions when you go out? These useful aphorisms all illustrate the importance of respecting different customs and taboos in different places. In particular, not knowing foreign taboos and taboos of different nationalities in foreign exchanges may cause unpleasant consequences.

(5) the principle of harmony and moderation

The use of etiquette must be analyzed in detail, and handled appropriately according to people, events, times and places.

(6) principle of protocol order in foreign affairs

(7) principle of ladies first

? Ladies first? (Ladies first) is an important symbol of education level in the west, and it is the embodiment of gentlemanly manners and chivalry. Although men and women are equal, this cannot be ignored when dealing with foreign affairs.

(8) the principle of difference

Because foreigners are different from our country in history, culture, economy, politics and nationality, they are not only different in language, but also ambiguous in many aspects of ideology, so we must be fully prepared psychologically and technically.

2. Etiquette when using the telephone

To use the telephone correctly and effectively, it should be cordial, civilized, simple and accurate. When talking on the phone, we can't see each other, but we can know the person by the sound. Therefore, you must be polite and stick to it when talking? Hello? At the beginning? Please? The word is in it. Thank you? 、? You're welcome At the end, the voice should be clear, the volume should be moderate, and the speech speed should be appropriate, so as to establish a good image in the other person's mind through the voice. The purpose of making a phone call is to gain time and improve the efficiency of information exchange. Therefore, when talking, the words are concise and the language is clear and accurate to avoid listening by mistake.

★ Important first sound

When we call a company, if we get through, it will make the other party hear the friendly and beautiful greeting from the other party, and it will definitely make them feel happy, so that the dialogue between the two sides can be carried out smoothly. As long as you pay a little attention to your language on the phone, you will leave a good impression on the other party. Say the same thing:? Hello, is this XX? But the voice is crisp and pleasant, and the articulation is clear, which makes people listen to the unclear and gloomy voice and will leave a completely different impression on the other party. If you make a bad impression on the phone, the other party will also have an opinion about your unit. So remember, when you answer the phone, you should have? I represent the image of the enterprise? Consciousness of.

★ Answer the phone quickly and accurately

The business of an enterprise is busy, and there are often several telephones in an office. When you hear the phone ringing, you should pick up the receiver accurately and quickly, preferably within three rings. The phone rings for about 3 seconds. If no one answers the phone for a long time, it is impolite to keep the other party waiting. The other party will be very anxious when waiting, and your company will leave a bad impression on him. Even if the phone is far away from you, you should pick up the receiver as quickly as possible after hearing the ringing of the phone. This attitude should be owned by everyone, and this habit should also be cultivated by every office worker. If the phone rings five times before picking up the phone, you should apologize to the other party first. If the phone rings for a long time, picking up the phone is just? Hello? With a cry, the other party will be very dissatisfied and leave a bad impression.

★ Before making a phone call, you should determine the first recipient and the second recipient, and then determine the contents of the telephone conversation. If there are many contents, you should make a draft in advance to make it clear and concise. When you call an unfamiliar person, you should give the other person a calm and clear-headed feeling. When you connect the phone and confirm that the phone number is correct, you should immediately briefly state your identity, name and name of the person you want to call. When the other party answers? Wait a minute? Hold the microphone and wait; What if the other person tells you? The person you are looking for is not here? Don't recklessly put the microphone? Crash? Hang up and answer? Thank you? .

★ Make a short call, and the line is busy for a long time, which may delay the work.

★ Don't forget to let me know after the phone call? I'm hanging up, okay? Or say:? Goodbye? ! If the other party is an elder or leader, wait for the other party to hang up, and then put down the receiver to show politeness.

3. Manners

1. Conversation posture: Conversation posture often reflects a person's character, cultivation and civilized quality. Therefore, when talking, first of all, the two sides should face up to each other and listen to each other. They should not look around, read books and newspapers, look tired and yawn. Otherwise, it will give people the impression of being absent-minded, arrogant and unreasonable.

2. Standing posture: Standing is the most basic posture of people and a kind of static beauty. When standing, the body should be perpendicular to the ground, the center of gravity should be placed on the palms of the two front feet, chest out, abdomen in, awards in, head up and shoulders relaxed. Arms droop naturally or cross in front of the body, eyes are straight and smiling. When standing, don't bend your neck, waist and legs. In some formal occasions, it is not advisable to put your hands in your trouser pockets or cross your chest, and don't make some small moves subconsciously. This will not only appear stiff, give people a sense of lack of self-confidence, but also lose the dignity of manners. ?

3. Sitting posture: Sitting is also a static shape. Dignified and graceful sitting will give people an elegant, steady and natural aesthetic feeling. The correct sitting posture should be: straight back and relaxed shoulders. Women should put their knees together; Male knees can be separated, but not too big, generally not more than shoulder width. Put your hands naturally on your knees or on the armrests of your chair. On formal occasions, you should be gentle and gentle when seated, dignified and steady when you get up, and you should not sit up and down suddenly, which will make the tables and chairs rattle and create an embarrassing atmosphere. No matter what sitting posture, you should keep your upper body straight, as the ancients said. Sitting like a clock? . If you insist on this, then no matter how you change your posture, it will be beautiful and natural. ?

4. walking posture: Walking is the main action in people's life, and walking posture is a dynamic beauty. ? Travel like the wind? It is to use the popular water to describe the brisk and natural gait. The correct walking posture is: light and steady, chest erect, head lifted, shoulders relaxed, eyes straight, smiling, and natural swing arm. ?

4. Meeting etiquette?

1. shake hands: shaking hands is an important way to communicate ideas, exchange feelings and enhance friendship. When shaking hands with others, look at each other with a smile, don't be absent-minded, look around, and don't wear a hat and gloves to shake hands with others. Under normal circumstances, the handshake time should not exceed 3 seconds, and you must stand and shake hands to show respect and courtesy to others. Handshakes also pay attention to a certain order: generally? Your honour person decides? That is, after the ladies, elders, married people and those with high positions reach out, men, younger generations, unmarried people and those with low positions can reach out and echo. If a person wants to shake hands with many people, the polite order is: elder first, junior, host first, guest first, superior first, subordinate first, lady first, man first.

2. Bowing: Bowing, which means bending over to salute, is a courtesy way to admire others. Look at each other politely before bowing to show sincerity of respect. When bowing, you must stand at attention, take off your hat, solemnly, don't eat anything in your mouth, or say something unrelated to the salute while bowing.

3. Greeting: Greeting is a kind of silent greeting etiquette, which is often used to greet people you know in social situations. In social occasions, people often wave, bow and take off their hats to express their friendliness.

5. Manners and manners during the visit

(1) Be punctual and keep appointments. ?

(2) Pay attention to the art of knocking at the door. Knock on the door with your index finger, with moderate intensity, and knock three times at intervals in an orderly manner, waiting for an answer. If there is no answer, you can make a little more effort and knock three times. If there is an answer, you can stand sideways on the right door frame, and then take a half step forward when the door opens, opposite to the owner.

(3) the host can't sit down casually until he gives up his seat. If the host is an elder or a superior, he can't sit first if he doesn't sit. After the host gives up his seat, do you want to say it? Thank you? , and then sit down in a polite posture. The host handed yancha to take it with both hands and thanked him. If the host has no habit of smoking, he should restrain his addiction and try not to smoke as much as possible to show respect for the host's habit. When the host offers fruit, he should wait for the elderly or other guests to start work before taking it himself. Don't be too casual even in the home of your closest friend. ?

(4) When talking to the host, be polite. ?

(5) The conversation time should not be too long. When you get up to leave, you should say to your host: Excuse me? Apologize. After going out, I turned around and took the initiative to reach out and shake hands with my master and said, Please stay? . After the host stays, take a few steps, then look back and wave. Goodbye? .

VI. Wearing a suit should follow the following etiquette principles

1. The color of the suit should be consistent. In collocation, two of suits, shirts and ties should be plain colors.

2. You must wear leather shoes to wear a suit, and casual shoes, cloth shoes and sneakers are not suitable.

3. The color of the shirt with the suit should be in harmony with the color of the suit, not the same color. White shirts work well with suits of all colors. Men should not wear brightly colored plaid or colorful shirts on formal occasions. Shirt cuffs should grow out of suit cuffs 1? 2 centimeters. Wearing a suit requires a tie in formal and solemn occasions, and it is not necessary to wear a tie in other occasions. When wearing a tie, the shirt collar button must be fastened, and when not wearing a tie, the shirt collar button should be unbuttoned.

4. There are single-row and double-row buttons in a suit, and the button fastening method is particular: double-row suits should be buttoned. Single-breasted suit: one button, dignified, open and chic; Of the two buttons, only the top button is foreign and orthodox, only the bottom button is bullish and trendy, and the whole button is rustic, neither of which is open and handsome, and the whole button and only the second button are not standardized; Three buttons, the top two or only the middle one are all in line with the specification requirements.

5. It is not advisable to put too many things in the jacket pocket and trousers pocket of a suit. Don't wear too much underwear. It is best to wear only one shirt in spring and autumn. Don't wear a cotton sweater under your shirt in winter, but wear a sweater outside your shirt. Wearing too much clothes will ruin the overall line beauty of the suit.

6. The color and pattern of the tie should be coordinated with the suit. When tying the tie, the length of the tie should touch the belt buckle, and the tie clip should be worn between the fourth and fifth buttons of the shirt.

7. The trademark card on the cuff of the suit should be removed, otherwise it will not conform to the dress code of the suit, and it will make people laugh and be generous in elegant occasions.

women: when women wear suits (skirts) or cheongsam, they need to wear flesh-colored stockings or jumpsuits. Bare legs or colorful stockings and socks are not allowed. When wearing shirts, underwear and shirts should be similar in color; When wearing a skirt with thin fabric, you should wear a petticoat.

men: when men wear suits and uniforms on formal occasions, they should adhere to the three-color principle, that is, the color of their bodies should not exceed three colors or three colors (leather shoes, belts and purses should be one color or color), and nylon stockings and white socks should not be worn.

VII. Usage of tie clip

It should be used when wearing a suit, that is to say, it is not necessary to use a tie clip when wearing a long-sleeved shirt alone, let alone a jacket. When wearing a suit, you should pin the tie clip at a specific position, that is, from top to bottom, between the fourth and fifth buttons of the shirt, and then button the suit jacket. Generally, you should not see the tie clip from the outside. Because according to the rules of decoration etiquette, the main purpose of tie clip is to fix the tie. If it is slightly exposed, it is ok. If you put it too close to the shirt collar button, it will be too ostentatious.

VIII. Etiquette concerning foreign affairs

Etiquette concerning foreign affairs means that in the long-term international communication, the norms of etiquette concerning foreign affairs have been gradually formed, that is, the conventions that people should abide by when participating in international communication, which are established practices. It emphasizes standardization, objectivity and skill in communication.

At present, the most standard clothes for foreigners in China are mainly dark wool suits, dresses or uniforms. Specifically, it is best for men to wear a navy blue and gray suit or tunic suit, with a white shirt inside and dark socks and black leather shoes on their feet. When wearing a suit, be sure to wear a tie.

The best dress for a lady is: a single-color suit skirt, a white shirt underneath, flesh-colored stockings and black high-heeled shoes. Sometimes, it is ok to wear a single color dress, but try not to choose a suit with trousers as the bottom.

the second occasion is the so-called social occasion. In social occasions, the dress of foreign-related personnel should be focused? Fashion personality? The style. It is not necessary to be too conservative and conform to the crowd, nor should it be too sloppy.

At present, when it is necessary to wear formal dresses, men wear black Zhongshan suits or suits, while women wear monochrome cheongsam or dresses with skirts longer than their knees. Among them, especially the black tunic suit and monochrome cheongsam have the most China characteristics and are widely used.

in social occasions, it is best not to wear empty uniforms or casual clothes.

the third occasion is the so-called leisure occasion. The dress of foreign-related personnel should be focused? Comfortable and natural? The style. There is no need to dress too formally. In particular, you should pay attention not to wear suits or skirts, and you don't have to wear uniforms. Doing that is neither necessary nor in line with the specific environment.

IX. Handshaking etiquette

In communication situations, people usually shake hands when introducing each other and meeting each other; Greet friends first, then shake hands and greet each other; Those who have a cordial relationship shake hands and greet each other, or even hold their hands together for a long time; Under normal circumstances, just hold it, no need to force it. However, young people should lean slightly to the elderly and those with low status to those with high status, and hold each other's hands with both hands to show respect. When men shake hands with women, they should only