1, sincerely. The secretary should treat every guest sincerely, patiently and enthusiastically, no matter whether it is an appointment, good communication or bad communication. The secretary's behavior should make the guests feel welcome and valued. When we meet a difficult guest, we should be calm, not impatient, and be good at controlling our emotions. At the same time, it is necessary to stabilize each other's emotions, avoid confrontation with them, and try to seek the help of relevant personnel to solve their problems. Sincerity is the key to talking with others. Only by talking with sincere feelings can we get twice the result with half the effort.
2. The spirit of cooperation. The reception work is the business of the whole unit, and the secretarial staff should not take the attitude of "nothing to do with themselves", but should have the spirit of active assistance. When we are free, we can't sit idly by and see that our colleagues are busy receiving guests or colleagues are absent. The secretary should take the initiative to receive them. The spirit of unity and cooperation is an important factor in creating a good working atmosphere in enterprises, which is more conducive to establishing a good corporate image.
Second, the preparation of business knowledge and related capabilities.
As the assistant of the leader, the secretary should be proficient in using office software and related equipment and have professional knowledge such as meeting minutes. At the same time, the secretary should fully understand all aspects of the enterprise, such as the development history of the enterprise, product specifications, marketing, department setting, personnel situation and so on. At ordinary times, the secretary should form the habit of collecting information and master important information in time. These professional skills will greatly improve the reception effect.
Third, material preparation
For the secretary, this preparation includes the preparation of reception environment and reception items.
1, environmental preparation starts from the natural environment. The reception room should be comfortable, beautiful and tidy. The secretary can visit some flowers and green plants in the reception room. It is particularly important to note that it is not appropriate to place irritating and allergic plants. Secondly, the preparation of humanistic environment. According to the different reception purposes, it is necessary to show the culture of the organization from different aspects, such as posting paper frames introducing the organization and hanging slogans reflecting the organization culture, which will leave a deep impression on the guests.
2. Preparation of the reception project. Reception room settings should be coordinated, and seats, tea sets and ashtrays should be complete. It is very impolite to tidy up the messy reception room in front of the guests, which will make them feel despised and disrespected. Therefore. Secretarial staff should change relevant facilities frequently, clean the reception room regularly and greet every visitor in a clean environment.
Fourth, understand the situation of the guests.
The secretary must have relatively complete information and know the basic situation of the guests. The number, names and positions of visitors; The background of the visitor; Nationality and religion of visitors; Visitors' interests, hobbies and personality characteristics; Personal taboos of visitors and so on.
Verb (abbreviation for verb) makes a reception plan.
No matter what you do, you should be prepared in advance. "Everything is done in advance." Before the visitors arrive, the secretary should make a reception plan. Reasonable arrangement of reception work; Arrange relevant personnel to arrive at their posts in advance; Arrange guests' meals, accommodation, etc.
Preparation for receiving former business secretary II. Preparation before reception
(1) Layout of reception environment
1, environmental layout
The reception environment should be clean, tidy, bright, beautiful and free of peculiar smell. Bouquets and green plants can be placed in the front desk or reception room, showing a "welcome" atmosphere and making each other feel good. Documents, stationery, telephone, etc. What is put on the desk should be put in the right place and tidy. Unused things and personal belongings should be put in a fixed place in the drawer so that they can be found immediately when they are used.
2. Preparation of office supplies
(1) lobby.
Seats should be prepared for the guests, and it is impolite for them to stand and wait. The chair style should be simple in lines and bright in colors. There should also be a coffee table.
(2) reception room.
Tables and chairs should be placed neatly, and the desktop should be kept clean without water stains and stains. Paintings in harmony with the environment can be hung on the wall. Hanging photos of company leaders or state leaders, or a successful large-scale public relations activity, can improve the feasibility of the company. Information about the company can be put on the desktop. In addition, tea sets, tea leaves and drinks should be prepared. You can use disposable paper cups to receive ordinary guests, and ordinary tea sets are better for important guests. The reception room should have good lighting and air conditioning equipment. Equipped with telephones, photocopiers, fax machines, etc. Even if it is not in the reception room, it should not be too far away.
After the guests leave, clean the reception room, clean the tea set and ashtray, change the air, and then close the door. Otherwise, the next group of guests will feel neglected.
(2) The front desk is on duty
In the duty room at the front desk, when there are no guests, the secretary should do well:
1, decorate the reception room
2. Understand the final activity arrangement
3, fill in the company employees in and out of the registration form
4. Fill in the guest reservation register
Second, the basic etiquette of reception
(A) the basic etiquette of receiving guests
The secretary should pay attention to the following points when receiving guests:
1. No matter what kind of guests you receive, you should be fair and polite and receive every guest on a first-come-first-served basis.
No matter what kind of guests you receive, you should be cheerful and never frown.
3. Be serious when receiving guests, but leave room for speech.
For the guest who has an appointment, convey his request quickly, and don't keep the guest waiting.
5. In order to avoid mistakes, reconfirm some important things that the guests said.
6. Remember the looks and names of the guests as soon as possible and understand their relationship with our company.
7. Please fill in the reception registration form.
8. Don't let the boss in until he has determined the guest he wants to meet.
9. Without knowing the identity of the other party, if the other party asks whether the boss is present or even the whole work arrangement of the boss, don't answer directly, but try to get some useful information from the other party.
10, when a stranger visits, he must pay attention to introducing his name, company and other basic information; According to different situations, ask the visitors' intentions and purposes, but it is not polite to ask.
(2) Introduce etiquette
In the process of introduction, the introducer and the introduced person should be warm, decent and generous, and smile all the time. In general, when introducing, both parties should keep standing posture and respond to each other warmly.
1, introduce yourself
It is necessary for a secretary to introduce herself on some occasions. The content of the introduction depends on the specific occasion. On formal occasions, in addition to introducing yourself, you should also introduce your position.
Step 2 introduce others
When you want to introduce a person to others, you should determine which of the two introduced parties deserves more respect. According to the protocol order, it should be: introduce young people to the elderly, regardless of gender, in this order; Introduce men to women, people with high positions to people with low positions, and briefly introduce the units and titles of both parties together. On a large number of occasions, if there are no people with special positions and identities present, people with similar ages can get together and introduce them one by one in a certain order. When introducing others, be concise and clear, not vague. When introducing, you can also simply provide some information, such as the occupation and hometown of both parties, to facilitate the conversation between two strangers. If you introduce two people separately, you should know in advance whether they both want to know each other, so as not to cause unnecessary embarrassment. When introducing someone to others, you should not point with your fingers, but raise your hand politely.
In social occasions, the internationally accepted principle is "ladies first", that is, men need to be introduced to women. The correct way for the introduced person should be: if he is sitting, he should stand up, step forward, stand at an arm's length from the other person, stare at the other person, smile, shake hands or nod after being introduced.
Step 3 be introduced by others
(C) the etiquette of shaking hands
1, shake hands.
Generally speaking, when two people shake hands, their palms are vertical, indicating an equal and natural relationship. This is the safest way to shake hands. If you want to show humility or respect, you can shake hands with others with your palms up. And if you reach out and hug, it will be even more humble. But never hold each other's hands with palms down, which is usually a sign of arrogance and rudeness. Hold out your right hand when shaking hands, and never hold out your left hand to shake hands with others.
2. The order of shaking hands.
Between the superior and the subordinate, the superior must hold out his hand first, and the subordinate can hold it; Between the old and the young, the elders reach out first, and the younger generation can take it; Between men and women, only when the woman reaches out first can the man hold it.
3. Pay attention to the strength of shaking hands.
Generally speaking, you can just hold each other. If it is a warm handshake, you can shake it a few times, which is a very friendly gesture.
The time of shaking hands is usually three to five seconds. Unless people who are very close can shake hands for a long time, they usually shake hands. When shaking hands, look into each other's eyes to show sincerity.
(4) Exchange business cards
1. Contents of business card
Business cards are divided into business cards and social cards.
(1) business card
The main contents of the business card mainly include the unit and department, name, position or title, address, telephone number and other contact information. There shouldn't be too many numbers on the business card. The name should be the biggest word on the business card, and there should not be too many titles. The color of the business card is best white, simple and generous.
Private phone numbers are generally not printed on business cards. You can print it out if you don't mind private time being disturbed. If someone doesn't have a personal phone number on their business card, you don't have to ask them.
(2) Social business cards
Social business cards are used in social occasions. Carry-on business cards should be put in a card case or card holder, not directly in your pocket or wallet, which is not conducive to preservation and disrespectful to yourself. Women can put their business cards in handbags, and men can put them in the inner pockets of suits or briefcases.
2. Etiquette of exchanging business cards
(1) Opportunity to hand over business cards
People who meet for the first time can submit their business cards after introducing themselves or others. It is also common to hand in business cards and leave. If you mention the company address and contact information, you can also submit a business card. In conversation.
(3) business card handing etiquette
Generally speaking, visitors, men and people with low status should first give their business cards to visitors, women and people with high status, and the latter should return their business cards after receiving them. When handing in your business card, stand up (not at the dinner table) and raise your hands to chest height. Hold the top of the business card with both hands, so that the font on the business card faces the other party, so that the other party can read it clearly immediately after receiving it. If the other party also takes out his business card, visitors, men and people with low status should make their business card lower than the other party's business card to show respect. If the other party has more than one person, it should be handed in from high to low or from near to far.
(4) business card etiquette
When someone stands up and hands a business card, you should stand up immediately and take it with both hands. After receiving the other party's business card, don't put it in your pocket immediately, but read the other party's name and identity clearly. If you can't recognize a word in the other person's name, you should compliment him. After reading it, put it on the table seriously, and be careful not to press the document on it. If you are in a meeting, you can put your business card in front of you according to the other person's seat, so that you can check your business card with others and deepen your impression. If your business card is used up and cannot be returned to the other party, you can explain the reason, apologize and hand-write your name, address and contact information to the other party.
Step 3 save and organize business cards
After that, put a business card box or a business card holder and file the business cards in a certain order.
Third, the essentials of daily reception
(1) Greeting and entertaining guests
Pay attention to the following points when receiving guests.
1. The person the guest is looking for when the person in charge is away.
It is necessary to clearly tell the other party where the person in charge has gone and when to return to the unit. Please leave your phone number and address, and make it clear whether the guests will come to the company again or our responsible person will go to another company.
When the guests arrive.
Our person in charge can't meet immediately for various reasons, so we should explain the reason and time of waiting to the guests. If guests are willing to wait, we should provide them with drinks and magazines, and if possible, we should change drinks for them from time to time.
3. The receptionist should have correct guiding methods and postures to guide the guests to their destination.
(1) Guidance method in corridor.
Before the second or third step of the guest, the receptionist should cooperate with the pace and let the guest go in.
(2) Guidance method in stairs.
When guiding guests upstairs, guests should be allowed to walk in front and receptionists should walk behind. If you go downstairs, the receptionist should walk in front and the guests should walk behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.
(3) Guidance method in elevator.
When guiding the guests to take the elevator, the receptionist first enters the elevator, closes the elevator door after the guests enter, and when they arrive, the receptionist presses the "on" button to let the guests get out of the elevator first.
4. Guidance methods in the living room.
When the guest enters the living room, the receptionist signals him to sit down with his hand, and only nods to leave after seeing the guest sit down. If the guest takes the wrong seat, please ask the guest to change (usually the next seat is on the side near the door).
(2) Send away the guests
1. Help the guests to confirm their luggage and belongings, and help them to carry them to the car carefully. After the luggage is put away, explain to the guests, thank you for coming and send a farewell message, such as "Have a nice trip, welcome to come again next time!" "I wish you a safe journey and hope we can cooperate happily!" Wait a minute.
When closing the car door for the guests, the time should be just right, neither too heavy nor too light. Too heavy will scare the guests, too light will not close the door. Also be careful not to let the guests' clothes and skirts get caught in the door.
You can't turn around and leave immediately after the door is closed. But wait for the guest's car to start, smile, wave goodbye, and wait until the car leaves.
(3) make an appointment to receive guests
After the initial greeting, the guest will introduce himself and say the name of the person he wants to see. The secretary must first make sure whether there is an appointment.
(4) decline the boss's phone call
1, except for a few special cases, the boss should ask for instructions when he is in the office, and don't refuse the guest by his own personal judgment, saying that the boss is not in.
2. Even when you refuse each other, you should pay attention to etiquette and leave room for speech.
(5) Receiving guests visiting at the same time.
1, adhere to the principle of first come, first served and equal treatment.
When receiving the guests who arrive first, please smile and wait for the guests who arrive later.
Please register the guests first, and then greet them.
Remember to judge a book by its cover.
(6) Receiving uninvited guests
1, ask the other person's purpose first. If the other person doesn't say anything, you should show that it is a job need.
2. If a visiting guest asks to talk to someone, you should contact the party immediately. However, you should not give them a definite answer before contacting the guests.
Don't call the customer in front of the guests, lest the customer make excuses when he refuses to meet. Keep the guest away from the secretary, because the guest can't hear the secretary clearly.
4. Refuse the guests in a tactful way.
Try not to let the guests stay in front for a long time.
(seven) to accept complaints from guests.
1. Take the guests to the reception room to create a good reception environment for the guests.
2. Try to meet the emotional needs and professional needs of the guests.
(8) Receiving media reporters
1. Cooperate warmly and provide convenience for it.
2. Carefully consider the content to be reported and provide real information.
Don't decide anything you are not sure about.
4. Pay attention to internal and external differences and keep company secrets.
The reception etiquette in secretarial work involves a wide range of contents, which requires secretarial staff to master the etiquette work in each process of reception work, be flexible, accumulate experience and improve their professional quality.