商務禮儀

——電話禮儀簡潔打電話TheProcessofMakingaPhoneCallFirst,weshouldprepareforthecall,makealist.Second,aftergreeting,weshouldtellthemthenameofthecompanyorthenameofourselves.Third,youcangetdowntothebusiness.(thereasonwhyyoumakethecall)Atlast,weshouldsaythankyoutotheotherside.PreparationOfThePhoneCall首先，要確定打電話的時間和地點。

其次，應明確通話的目的、事件，以使自己撥通電話后迅速而有條理地講出自己要辦的事情。

打電話時所用的規(guī)范的兩種“前言”

第一種適用于正式的商務交往中，要求禮貌用語與雙方的單位姓名、職銜“一同道來”。其標準的“模式”是：“您好!我是金山公司業(yè)務經理張革荔，我找西華公司公關經理王歡小姐?！钡诙N適用于一般性的人際交往，在使用禮貌過問候以后，應同時準確地報出雙方完整的姓名。其標準的“模式”是：“您好。我是邊穎。我找馬妹莉?！崩樱弘娫挻呖睿?）A:ParkCompany.B:Mrs.Jackson,please.A:Onemoment.C:LindaJacksonspeaking.B:Mrs.Jackson,thisisTomSmithofB&PCompany,IamcallingaboutourMarch10thinvoicefor$240,000.Wehadresponsetoourpreviousletterandtheaccountisnow70dayspastdue.Mr.Jackson,willyoupleasemailusacheckinfullpaymenttoday?例子：電話催款（2）A:ParkCompany.Goodmorning.B:I'dliketospeaktothebookkeeperplease.A:Onemoment.B:whatisthebookkeeper'sname?A:TonyBrown.I'llconnectyou.C:TonyBrownspeaking.B:ThisisTomSmithofB$Pcompany.IamcallingaboutourJune3rdinvoicefor$60,000thatis60dayspastdue.Canyoumailusthefullamounttoday?(Pauseforabout7second)C:Thataccountdoesnotsoundfamiliar.B:Mr.Brown,thisinvoicecoversadvertisingintheNovemberissueofGlobalBusinessCommunication.C:LetmecheckthisoutandI'llcallyouback.B:Ok,thatsoundsreasonable.CanIexpectyoutocallinanhourat3o'clock?Myphonenumberis62624433.C:I'lltalktoyouthen.Goodbye.

例子：電話催款（3）A:ParkCompany.Goodafternoon.B:ThisisTeresaHartofPowerCompany.I'dliketospeaktoMr.Andersonplease.A:Sorry,buthe'snotin.B:IsthereanyoneelseIcantalktoaboutanaccountpayable?A:No,Mr.Andersontakescareofallthebills.B:IsthereanyotherplacewhereIcanreachhim?A:No,Idon'tknowwhereheis.B:WhenisthebesttimetoreachMr.Anderson?A:Usuallybeforeteneachmorning.B:Andwhat'syournameplease?A:Joe.B:Thankyou,Joe.PleasetellMr.AndersontocallbacktoTeresaHartofPowerCompany.殷勤接電話TheProcessofReceivingCallsFirst,youshouldpickupthereceiverassoonaspossible.(in3threeminutes)Second,aftergreetthecaller,youshouldtelltheothersideyourname,thenameofthecompanyordepartment.Third,ifyouarenotthepersonhe(she)iscalling,youshouldtryyourbesttofindtheperson.Andifyoucannotanswerthephoneimmediately,youshouldwritedownthenotes.Atlast,saythankyou.拿起話筒所講的第一句話的

三種常見形式第一種，是以問候語加上單位、部門的名稱以及個人的姓名。最為正式。

例如：“您好！三秦公司財務部吳宇。請講?！钡诙N，是以問候語加上單位、部門的名稱上部門名稱。它適用于一般場合。例如：“您好！飛馬公司人事部。請講”?；蛘摺澳茫∪耸虏?。請講?！?/p>

適用與總機接轉電話第三種，是以問候語直接加上本人姓名。它僅適用于普通的人際交往。

例如：“您好。金士吉。請講?！本毩暎赫页霾煌桩數牡胤?。Secretary:Mr.AndyAllen'soffice.Caller:IsMr.Allenin?Secretary:No,I'msorry.Heisnotin.MayIaskwhoiscallingplease?Secretary:Mr.AndyAl