Section 1 Basic Principles of Social Communication

First, the principle of reciprocity.

Second, the principle of equality.

Third, the principle of credit.

Fourth, the principle of compatibility

Principles of verb development (abbreviation of verb)

Section 2 Social Etiquette

First, the instrument etiquette

First, choose the right cosmetics and makeup methods that meet your temperament, face, age and other characteristics, and choose the right hairstyle to increase your charm.

The shade of makeup depends on time and occasion.

(2) Don't make up in public places.

Don't make up in front of men.

Don't criticize other people's makeup.

Don't borrow other people's cosmetics.

6. Men should not wear too much makeup.

Clothing and its etiquette

1. Pay attention to the characteristics of the times and embody the spirit of the times;

2. Pay attention to personal personality characteristics

It should conform to your figure.

Three taboos of white-collar women

Taboo 1: The hairstyle is too trendy.

Taboo 2: Hair is like grass.

Taboo 3: make-up is too exaggerated

Taboo 4: the face is green and the lips are white.

Taboo 5: clothes are too trendy.

Taboo 6: Dressing is too sexy.

Taboo 7: Play "Black Woman" every day.

Taboo 8: Step on "platform shoes"

4. Signs and defects of China gentlemen

1. Ten Details of China Gentleman:

There are a pair of clean and slender hands and manicured nails.

② Although you don't smoke, you should carry a lighter with you so that the ladies around you can light their cigarettes when smoking.

Change shirts every day, keep the neckline and cuffs flat and clean, and some will use cufflinks.

(4) There are no hanging objects at the waist, such as mobile phones and pagers.

(5) dealing with women, don't let go of every detail to take care of them, almost in a completely subconscious state of operation.

Don't make any noise when eating.

⑦ Polite expressions are used more frequently than ordinary people.

Prefer loneliness, seek peace of mind, quiet body and passionate meditation. Therefore, in terms of ideology, gentlemen like classics in good dance prose and good literature and art, and seldom watch flashy and noisy frolic works, including movies and television. Watch it once or twice. If you feel vulgar, you will never pick it up again, including discussion.

Pet-name ruby invisible, silent alone in the crowd.

Attending in the attitude towards love, consider too much, often appear indecisive.

2. Ten shortcomings of China gentlemen:

Hands are clean and beautiful, but once you enter the room where you need to take off your shoes, there will be a strange smell in the air.

Although you carry a lighter with you, it is a disposable plastic lighter.

(3) When wearing a brand-name watch, your wrist is arrogant.

Although I change my shirt every day, I always wear the same tie.

(5) Although there is no mobile phone or pager hanging around my waist, I often talk loudly to my mobile phone in public places to make it ring in the cinema.

Despite the unusual respect for women, the contrast with same-sex friends is too great and rebellious.

All landowners don't make a sound when eating, but they are conspicuous when drinking soup.

Today, although polite expressions are used more frequently than ordinary people, they are used to a doubtful degree.

Pet-name ruby would rather be lonely than afraid to meet strangers.

Attending to think too much about the attitude towards love is not to make up your mind, but not to believe at all.

Second, etiquette and etiquette.

(1) To create a good communication image, you must pay attention to manners, so you must pay attention to your behavior. Manners and manners are the expression of self-sincerity, and a person's external manners and actions can directly show his attitude.

Be polite to others, be natural and graceful, observe the general etiquette of advancing and retreating, and try to avoid all kinds of impolite and uncivilized habits.

(2) When visiting the customer's office or home, ring the doorbell or gently knock on the door before entering the door, and then stand at the door and wait. Don't ring the doorbell or knock on the door for too long. Don't enter the room without the permission of the owner or the owner.

(3) Behavior in front of customers

☆ When meeting customers, you should nod and smile as a gift. If you don't make an appointment in advance, you should apologize to the customer first and then explain your purpose. At the same time, take the initiative to greet or nod to everyone present.

☆ In a customer's home, you can't come uninvited. Even if you are familiar with it, don't touch and fiddle with the things on the customer's desk at will, let alone fiddle with the customer's business card, let alone fiddle with the books, flowers and other furnishings in the room.

☆ It is not easy to sit down by yourself before others (hosts) sit down. Sit up straight, lean forward slightly and don't cross your legs.

☆ Talk to customers with a positive attitude and a gentle tone. When the customer speaks, listen carefully and answer with "yes" first. Keep your eyes on each other and pay constant attention to each other's expressions.

☆ When standing, keep your upper body stable, put your hands on your sides, don't be stingy with your back, don't put your hands on your chest, and don't lean sideways. When the host gets up or leaves the table, he should stand up at the same time. When you meet a customer for the first time or leave, you are humble, unhurried, well-behaved and polite.

☆ We should form good habits and overcome all kinds of indecent behaviors. Don't blow your nose, pick your ears, pick your teeth, get a manicure, yawn, cough or sneeze in front of customers. There is nothing you can do. Cover your mouth and nose with your hands, face sideways, try not to be present, and don't throw scraps of paper. Although these are some details, together they form the overall impression of your customers.

It should be noted that putting on makeup in front of people is a female habit that men hate most. At this point, the practice has been relaxed. After eating in the restaurant, people will see lipstick and powder, so no one will make a fuss. However, that's all, not too much. When you need to comb your hair, wipe your nails, apply lipstick and makeup, or apply lipstick with a brush, please go to the dressing room or bathroom. Dressing up in front of people is a habit that women hate most. Similarly, the behavior of tidying hair, clothes and looking in the mirror in front of people should be restrained as much as possible.

Third, talk about etiquette.

Communicative language

When you meet for the first time, you should say: Nice to meet you.

Visit others should say: visit.

Waiting for others should say: wait.

Please don't apply: stay.

The other party's letter should be called: Shu Hui.

Trouble others should say: I'm sorry.

Asking for help should be: please.

Asking for convenience should say: I'm sorry.

The trustee should say: please.

Ask for advice. Ask for advice.

Other people's suggestions should be called: guidance.

Please answer the application: excuse me.

Application of praise: high evaluation

What is reduced should be said: regression.

Asking for forgiveness should say: tolerance.

Welcome customers should be called: patronize

The age of old people should be called: longevity.

Long time no see, it should be said: long time no see

Guests come to apply: here they come.

If you leave halfway, you should say: I'm sorry.

Say goodbye to others.

Gift application: Yazheng

2. Eight annoying behaviors in communication

(1) often complains to people, including personal economy, health and work, but doesn't care about other people's problems and is never interested;

2 nagging, saying only trivial things, or repeating some superficial topics and opinions that are irrelevant;

3 attitude is too serious and unsmiling;

4 words are monotonous, emotions are invisible, and emotions are sluggish;

⑤ Lack of dedication and quiet independence;

6 allergic reaction, exaggerated and vulgar tone;

⑦ Self-centered;

Being too keen on winning the favor of others.

3. 26 mistakes that damage personal charm in communication

Don't pay attention to your tone, and often speak in an unpleasant and antagonistic tone.

When you should keep silent, you just love to talk.

Interrupt others' words

Abuse of personal pronouns, so that every sentence contains the word "I"

Asking questions arrogantly gives the impression that only he is the most important.

◎ Insert some topics that are close to you, but will make others feel embarrassed.

Come uninvited

◎ Blow your own horn

Laugh at the social dress code.

◎ Call at an inappropriate time.

Say something boring on the phone that others don't want to hear.

◎ Write an overly intimate letter to an unfamiliar person.

Whether you know it or not, you can express your opinions on anything at will.

◎ Publicly question the reliability of other people's opinions.

Arrogantly refuse other people's demands.

Say something to look down on others in front of friends.

Blame people who disagree with themselves.

Comment on other people's incompetence

Correct the mistakes of subordinates and colleagues in front of others.

Complain about being rejected after asking for help.

Ask for help with friendship

◎ Improperly worded or offensive.

◎ Express dislike on the spot

Always thinking about unfortunate or painful things

Complain about politics or religion

Show excessive intimacy.

4. Social "Ten Taboos"

Don't visit busy people. Even if you have something to do, you should leave as soon as possible after it is finished. Don't stand up or be an unexpected guest.

Don't give gifts to people just for business. Giving gifts is in direct proportion to taking care of relatives and friends, but in any case, giving gifts should be affordable and should not be given as "waiting outside" or "handling".

◎ Don't deliberately attract attention, pretend to be the master, and don't be timid and inferior.

◎ Don't be too curious about other people's affairs, ask ask, get to the bottom of it; Not to mention breaking other people's taboos.

Don't make waves and spread gossip.

◎ Don't ask others to suit your temper, but learn to be tolerant.

Don't be disheveled, dirty and smelly. On the other hand, too gorgeous and frivolous clothes will also make others unhappy.

◎ Don't cough, burp or spit in public, and don't decorate your appearance in public.

Don't be out of order, be polite.

Don't leave without saying goodbye. When you leave, you should say goodbye to your host and express your gratitude.

(B) marketing language

1. Basic principles of sales language

(1) Customer-centered principle

(2) the principle of "say three points and listen to seven points"

(3) The principle of avoiding the use of language that leads to the failure of negotiations.

(4) the principle of "low praise and light feeling"

5] Easy to understand, no taboo principle.

2. The main forms of marketing language

(1) narrative language

① The language should be accurate and easy to understand;

② The figures put forward should be accurate,

③ Emphasize the main points.

(2) Questioning language (or questioning)

(1) General questions.

2 ask questions directly.

③ inductive questions,

4 multiple choice questions.

⑤ Consult questioning method.

⑥ Heuristic questions.

(3) Persuasive language (or persuasion)

Four principles to impress customers.

People buy from salesmen they trust;

People buy from salesmen they respect;

People want to make their own decisions;

People buy from salesmen who know their needs and problems.

3. Expression skills of sales language.

The expressive skills of narrative language (1)

① Comparative introduction method.

② Description and explanation methods.

③ Results, causes and countermeasures.

(4) Supporting and rotating methods.

⑤ Features, advantages, benefits and evidence

Sales staff should pay attention to the arrangement of narrative content:

Let's talk about iron-solved problems first, and then talk about controversial issues.

(2) If there are multiple messages to tell users, you should first introduce the good news that makes customers happy, and then talk about the others.

When the conversation is too long, in order to attract customers' special attention, the key content should be placed at the end or at the beginning.

(4) It is best to introduce the products according to the customer's language and thinking order, and arrange the speaking order. Don't say all the good things you have prepared, pay attention to the customer's expression and adjust flexibly.

⑤ Keep the tone of discussion, avoid the tone of command or begging, and try to use customer-centered words.

⑵ Expression skills of questioning language

Asking questions and discovering customers' needs is an important means to induce customers to buy. Some people say that promotion is an art of asking questions correctly, which makes sense.

Skills:

Choose the form of questions according to the purpose of the dialogue.

B. Using multiple-choice questions skillfully can increase sales.

C using affirmative induced questions will make the other party easy to accept.

D using hypothetical questions will double the promotion effect.

(3) Expressive skills of persuasive language.

A. use customer-centered sentences and vocabulary.

B. using hypothetical sentence patterns will have a strong persuasive effect.

C. emphasize that the benefits that customers can get are more important than the price.

D. don't be discouraged in the face of customer rejection.

In the face of rejection, experienced salespeople often analyze the reasons for rejection, try to figure out the customer's psychology, and then persuade them in a targeted manner. Introduce several persuasion methods:

(1) inquiry method.

② Turning method.

(3) Echo method.

④ Self-denial method.

⑤ enumeration method.

⑥ Direct interpretation method.

(4) The art of using sales language.

(1) Promoting the use of language arts must be based on meeting the needs of sales targets.

(2) The application of sales language art must be able to accurately convey sales information.

(3) The use of language art in sales promotion must arouse the interest of the sales target.

(3) The art of body language.

1. In interpersonal communication, language is a way of communication, but many of them are nonverbal, that is, body language.

2. In communication activities, sincere, calm, friendly, firm and tolerant eyes will give people a feeling of closeness, trust and respect, while frivolous, erratic, blank, gloomy and contemptuous eyes will make people feel disappointed and neglected.

3. Be good at using spatial distance in communication.

People's space is divided into four levels:

① Intimate space 15-46cm is the closest person, such as parents, lovers and lovers;

② Personal space is 460cm- 1.2m, where friends and relatives can have a heart-to-heart chat;

③ Social space 1.2m-3.6m, contact with people in social occasions, keeping the distance between superiors and subordinates, will produce a sense of majesty and solemnity;

(4) Public space > > 3.6m, contact with people in social occasions, and keep the distance between superiors and subordinates.

4. Self-expression and caution in communication

5. What if you are not good at opening the topic in conversation?

The way to find a topic is:

① Central flowering method.

② Impromptu introduction.

(3) Throw stones and ask for directions.

4 Follow interesting methods.

6. What if you are not good at asking questions in communication?

How to be "curious"?

Ask from here to there.

(2) Ask one by one.

(3) Ask confidently.

(4) Enough is enough.

⑤ Ask politely.

Fourth, etiquette introduction.

1. When the host introduces himself to others.

2. Self-introduction attitude

Introduce others

4. Introduce a few friends one after another.

I really want to know someone, but I can't introduce myself directly.

6. When introducing names

Five, address etiquette

Six, shaking hands etiquette

Seven, communication etiquette

1. Standard and neat writing

2. Sincerity, anger and enthusiasm.

3. Words should be concise and appropriate.

4. The content should be true and accurate.

Eight, telephone etiquette

1, the basic essentials of telephone reservation.

(1) Try to be concise and to the point;

(2) consider each other's position;

(3) Let the other party feel respected;

There is no intention of forcing each other.

2. The basic etiquette of calling and answering the phone.

make a telephone call

② Answer the phone

③ Hang up the phone.

Nine, dinner etiquette

(1) Receiving an invitation from the other party

1. Correct.

When toasting, the host and guests usually clink glasses first.

3. eat,

drink

Drink tea or coffee.

End the banquet

(2) Banquet etiquette.

1. When preparing to entertain guests

More formal banquets should be invited about a week in advance, and oral activities should be invited.

As the host, before the guests arrive, we should arrange the seats and let the guests come and sit down.

According to international practice.

② China's habit.

③ Foreign habits

A. English seating: the host sits at both ends of the table, and in principle, men and women sit cross.

B. French seating: French seating means that the host sits in the middle of the table.

(3) Pay attention to gfd when entertaining guests.

(1) Wear formal clothes, neat and generous;

(2) Make proper makeup to look grand, attentive and atmospheric;

3 hair should be combed neatly;

4 wear sandals and socks in summer;

Before the banquet begins, the host should greet the guests at the door.

(4) As soon as the food is served, the host should pay attention to greeting the guests for dinner.

Ten, business card use etiquette

(1) When you meet a customer for the first time, you should first say hello in a friendly way, state the company name, and then give the business card to the other party. The business card holder should be put in the inner pocket of the suit, not taken out of the trousers pocket.

You'd better use your left hand when handing business cards. The square of the business card should face each other and the name should face the customer. It is best to take the lower end of the business card to make it easy for customers to accept.

(2) If you make an appointment in advance, the customer knows something about you, or someone introduces you, you can directly interview after greeting, and then give your name to the other party during the interview or when you leave. In order to deepen the impression and express the sincerity of keeping in touch.

(3) For off-site sales, leave the name and telephone number of the hotel on the business card. When the other party hands over the business card, you should pick it up with your left hand. But the right hand stretched out immediately, holding the business card in both hands.

(4) After receiving it, you should nod your head to express your thanks. Don't put it away at once, and don't fiddle with it at will. Instead, you should read it carefully, pay attention to the other person's name, position and professional title, and read it in a low voice to show respect. If you are not sure about the correct name, you can ask the other person and put your business card in your pocket or handbag or business card holder.

(2) Business cards are not only used for interviews, but also have other magical functions.

(1) When visiting a customer, you can leave your business card when the other party is away. When the client comes, I will know that you have been here.

(2) Sending a business card with time and place in an envelope can represent a formal invitation, which is more formal than an oral or telephone invitation;

Give the customer a small gift. If someone gives it to you, bring a business card and write a few congratulations, which will deepen the relationship.

(4) Familiar customers have important events at home, so it is not convenient to greet them face to face. Sending business cards saves time and trouble, and it is not rude.