【正文】 、介紹的禮儀 ................................................................................................. 5 四、練習(xí) ............................................................................................................ 6 第二章 電話禮儀 ...................................................................................................... 7 一、正確的電話應(yīng)對 .......................................................................................... 7 二、打電話的要點(diǎn) .............................................................................................. 7 三、接電話的要點(diǎn) .............................................................................................. 7 四、轉(zhuǎn)接電話的要點(diǎn) .......................................................................................... 8 五、正確的接電話方法 ....................................................................................... 8 六、正確的打電話方法 ....................................................................................... 9 七、練習(xí) .......................................................................................................... 10 第三章 辦公室禮儀 ................................................................................................11 一、基本禮儀 ....................................................................................................11 二、電梯間禮儀 ................................................................................................11 三、與人相處的禮儀 .........................................................................................11 四、練習(xí) .......................................................................................................... 12 第四章 接待禮儀 .................................................................................................... 14 一、引導(dǎo)的禮儀 ............................................................................................... 14 二、座次 .......................................................................................................... 15 三、稱呼 .......................................................................................................... 16 四、練習(xí) .......................................................................................................... 17 第五章 商務(wù)宴請禮儀 ............................................................................................. 18 一、中餐 .......................................................................................................... 18 二、西餐 .......................................................................................................... 20 三、自助餐 ...................................................................................................... 22 四、總結(jié) .......................................................................................................... 23 五、練習(xí) .......................................................................................................... 24 第二部分：職業(yè)形象 ................................................. 25 第一章 儀容 ........................................................................................................... 26 一、男員工注意事項 ........................................................................................ 26 二、女職員注意事項 ........................................................................................ 27 三、具體要求 ................................................................................................... 27 四、練習(xí) .......................................................................................................... 28 第二章 表情 ........................................................................................................... 29 一、微笑 .......................................................................................................... 29 二、眼神 .......................................................................................................... 30 三、練習(xí) .......................................................................................................... 32 國美電器集團(tuán)培訓(xùn)手冊 (公共部分 ) 國美電器人力資源中心 第 3 頁 共 44 頁 第三章 著裝 .......................................................................................................... 33 一、著裝的基本規(guī)范 ........................................................................................ 33 二、男士西裝的著裝要求 ................................................................................. 34 三、女士套裙的著裝要求 ................................................................................. 35 四、商務(wù)人員著裝的六不準(zhǔn) .............................................................................. 35 五、首飾的佩戴原則 ........................................................................................ 35 六、練習(xí) .......................................................................................................... 36 第四章 舉止 .......................................................................................................... 37 一、站姿 .......................................................................................................... 37 二、坐姿 .......................................................................................................... 38 三、蹲姿 .......................................................................................................... 39 四、鞠躬 .......................................................................................................... 39 五、練習(xí) .......................................................................................................... 40 第五章 言談 ........................................................................................................... 42 一、交談的態(tài)勢語 ............................................................................................ 42 二、談話內(nèi)容 ................................................................................................... 42 三、談話中不能談及的話題 .....................................