Politeness refers to the code of conduct that people show respect and friendship to each other, focusing on expressing people's basic qualities.

Etiquette is a common form of greeting, greeting, thanks and congratulations in daily life and communication, such as birthday congratulations. Etiquette is the embodiment of politeness in language, behavior and posture.

Etiquette, including politeness and etiquette, is a code of conduct or norm, which is established and recognized by people.

Second, the role of etiquette: internal quality, external image. It is embodied in three aspects:

1, improve personal quality

The personal quality of business people is a kind of personal accomplishment and its performance. Don't make noise in public unless you smoke in front of outsiders.

2, help to establish good interpersonal communication.

3. Maintain the image of individuals and units.

The most basic function of business etiquette is "disaster reduction effect": less embarrassment, less humiliation and less damage to interpersonal relationships.

Six elements of personal image:

1. instrument. Focus on the head and hands: nose hair should not be too long, no odor, no foreign body; Men's hair should not be longer than 7 cm, so that the front hair is not attached, the side hair is not covered, and the back hair is not as long as the collar.

2. expression. Three requirements: nature; Friendly; beneficial interaction

3. behave yourself. Pay attention to two points: behave in a civilized manner, such as not sorting clothes in public; Behave appropriately.

4. clothing. The key problem is to choose the right combination: identity and harmonious beauty.

Step 5 talk. There are three points involved: turn down the volume; Carefully select the content; The use of polite expressions.

Treat people and things. As a comprehensive factor, there are three basic matters: honesty; Law-abiding; Punctuality and punctuality.

Three, etiquette has three basic characteristics:

1, normal: refers to the standard practice of dealing with people. For example, the etiquette of buffets such as cocktail parties is "take less for many times", and the etiquette of drinking coffee is basically not to use a spoon, and you can't eat it with a spoon.

2. Objectivity

The order before and after the escort guides guide the guests upstairs: if the guests know the way, go in and out, go upstairs and downstairs, and the front position is respected; If the guest doesn't know the way, he should be on the left in front of the guest.

3. Skills

For example, when entertaining guests to ask questions about drinks, you should use the closed question "Do you want coffee or tea …" instead of the open question "What kind of drinks do you want?"

Three elements of courtesy service:

(1) Three reception sounds: welcome when coming, answer when asking, and send when going;

(2) Five civilized sentences: greeting "hello", asking "please", thanking "thank you" and apologizing "sorry".

(3) enthusiasm three to:

A. Eye-to-eye (gaze position: head and eyes; Gaze angle: look straight, don't look up from time to time; Gaze time: gaze time should account for one-third of the total time spent together);

B. mouth to mouth (speak mandarin; Different people, different objects, for example, welcome to pay a fine)

C. meaning (there must be expression; The expression should interact with the guests, such as the so-called smile service in the hospital; Neither supercilious nor supercilious, such as showing six teeth when laughing.

Fourth, respect is the foundation-the basic concept of etiquette.

Premise: to understand the communication object, the minimum requirement is to know what you don't like;

Don't praise other women in front of them.

1, the first level-starting point: self-esteem, which is reflected in manners, clothes, and treating people. High-level occasions: men look at watches and women look at bags. Ordinary business occasions: men look at the waist and women look at the head.

2, the second level-respect for others

Example "5. Don't ask personal questions":

First, we don't ask about income (the pain comes from comparison), second, we don't ask about age (especially retirees and working girls), third, we don't ask about marriage and family, fourth, we don't ask about health status, and fifth, we don't ask about personal experience (the hero doesn't ask about the source, but only about the present).

Attention: (1) accurately locate the communication object, and 2) follow the rules:

Pay attention to two points when receiving business cards: no business card says "used up" or "didn't bring it" (goodwill deception);

Five, the law of etiquette

Agreement into law: various etiquette norms are agreed and used by the public in social life.

Law of Proportion: Etiquette is divided into certain grades.

The law of time and space order: the time and space order in all etiquette behaviors and activities is meaningful. In a company meeting, there are three basic principles for the seating arrangement of the chairman and general manager on the rostrum: (1) The front row is higher than the back row; (2) The center is higher than both sides; (3) Left is the most important thing in government activities, and right is the most important thing in international practice/business activities (left and right refers to the left and right between seated people, regardless of the audience's perspective).

The rule that the host and guest follow the host means that the host and guest etiquette parties must follow the etiquette norms in the area where the host and guest etiquette parties are located.

Which position on the double-row car is the top seat?

Wherever the guests sit, they sit (deference is better than obedience); Specifically, there are three seats, and the criterion is "different social occasions and different interpersonal relationships will lead to different car seats":

Social occasions: the host drives, and the passenger seat is the upper seat.

Business occasions: full-time driver, with the right seat in the back row facing up (according to domestic traffic rules), and the passenger seat is the flight attendant seat; VIP seat (safety seat), the seat behind the driver, has the highest safety factor, and the passenger seat is the last seat.

Six, 3A principle-the basis of etiquette

Pay attention to three aspects when dealing with interpersonal relationships, namely 3A, which is called "three ways to show respect and friendship to the people you associate with":

1, accept the other party

2. Appreciate and value each other.

(1) did not mention the shortcomings.

(2) Be good at using honorifics: if the other party has an administrative position/technical title, he should be addressed; Miss, madam, sir, etc. ;

(3) Remember each other, but don't be arrogant even if you nod.

Step 3 admire and praise each other

Be good at discovering and appreciating each other's strengths.

Note: (1) Seek truth from facts; (2) Know how to apply each other and boast to the point.

Seven, the "golden principle" in social communication.

1. Always be humble to your friends and always talk to others with a smile.

Always keep friendly relations with people around you and look for opportunities to do more things for others.

For example, if your neighbor is ill, you can think of cooking a bowl of delicious soup for him, and others will never forget you.

When people introduce you to friends, you should concentrate on remembering their names. In future contacts, you can call out his name as soon as you meet him, and people will think that this person is very enthusiastic and thoughtful.

4. Learn to be tolerant, overcome willfulness, try to understand others, and put yourself in others' shoes.

Doing so can make friends feel kind, credible and safe.