Unit 8Reception and Entertaining Etiquette

1、Unit Eight. Reception and Entertaining EtiquetteFocal PointsvRules of Business Reception v Tips for Business Entertaining vImportance of Professional EtiquetteReception is the beginning of the business, A perfect reception process can give the guests a good first impression; it also can foster a goo

2、d cooperating image and a mental outlook, a start for future business activities. It mainly refers to visiting and receiving.Lead-invReception Etiquette What is Reception Etiquette?vEntertaining Etiquette It refers to amuse or interest people in a way that gives them pleasure, especially to invite p

3、eople to your home for a meal, party etc, or to take your companys customers somewhere to have a meal, drinks etc.Lead-in Contents: vBusiness Reception Etiquette vBusiness Entertaining Guideline vTips of entertaining for business Lead-inAccommodation Arrangement AtmosphereSouvenirEntertainmentHostKe

4、ys in organizing business reception Business Reception EtiquettevTips for Business reception Business Reception Etiquette Always stand up to greet and shake hands with visitors. Terminate your telephone conversation immediatelywhen your appointment arrives. Allow your office visitors to be seated be

5、fore you are. Offer your visitors something to drink. (e.g. water, or coffee) Accept only emergency phone calls and concentrate onthe visitor. Escort your visitors out instead of letting them wander. Business Reception EtiquettevRules for business receptionist dress conservatively wear make-up prope

6、rly (if a lady) and have hairstyle neatly and conservatively done wear little jewelry, and it should be noiseless and unobtrusive not eat, chew gum, smoke, or drink at the receptionist desk keep hands and fingernails presentable keep the desk neat, with everything in its proper place smile when gree

7、ting each visitor, try to show gladness to see each other and use the telephone to announce the visitor in cheerful voice; transmit orders and directions to the visitor in a very clear manner; never continue a conversation when a visitor approaches the desk unless it is an important one; when on the

8、 telephone, not turn back to the visitor;Call to see what is happening and then report to the visitor if a visitor is kept waiting longer than usual; treat executives, visitors and employees with equal courtesy as they enter or leave. Business Entertaining Guideline vAgendavBefore the meal Fix a mea

9、l meetingDecide on a good restaurantPurpose of the meal vDuring the meal Ordering foodsCommunicating with the client(s)vAfter the mealSend gifts Sign the contract Business Entertaining GuidelinevCriteria of a good restaurantvLocation: not too far 位置vAtmosphere: quiet, cozy, etc. 氛圍vComfort: seat, ta

10、ble, heating, etc. 舒適度vCleanliness: table cloth, washroom, etc. 清潔vStaff friendliness: smile, polite, etc. 侍者態(tài)度vStaff attentiveness: on alert, ready, professional, etc. 侍者專注度vSpeed of service: efficient, organized, etc. 速度vQuality of food: delicious, refreshing, ecological, etc.vQuality of drink: ho

11、t coffee, cold beer, etc. vValue for money: affordable, not too expensive 性價(jià)比 Business Entertaining GuidelineWhy are the ten criteria important to entertain a client?vLeave a good impression on the clientTreat her like a queenTreat him like a kingvKnow him/her better through communication: interest,

12、 hobbies, needs, etcvBuild a bond/relationship with him/hervEnhance an existing business relationshipvClose/conclude/make the deal and look to other deals to come in futureBusiness Entertaining GuidelineTable mannersvDrink: take a small sip each time 小口喝vEat: eat with your mouth shut 無聲吃vHands: both

13、 hands on table, or one hand on table, the other on ones lap 手放下vCell phone: turn it to silent or vibrant mode or turn it off 調(diào)手機(jī)vExcuse me 掛嘴邊Topics during the mealBest to be avoidedvPrivacy (family, marriage, kids, siblings, age, income, etc.)vBeliefs, religions, politics (controversial)vPersonal

14、history (embarrassing) Appropriate topicsvDo ones homework to find out what the client enjoys doing (interest, hobbies, beliefs, values, etc.)vBusiness (contract, quality of products, price, deadline, data, plan, corporate culture, etc.)vOne or two jokes (icebreaker) Business Entertaining GuidelineC

15、ommon ways of entertaining a client?vA breakfast, lunch, or dinner in an exclusive restaurantvA sport event (skiing, golf, motor-racing, horse-riding, fishing, majiang, etc.)vA tour (incld. shopping tour)vA concert/ OperavA visit to a local attraction (museum, park, tower, casino, etc)Business Enter

16、taining Guidelinecustomers clients any other stakeholdersThe secretary organizes and supplies these to:Tips of entertaining for business Cookies should be on a separate plate for guests to help themselves. A sufficient supply of snacks and drinks should be displayed.It is best to provide brown sugar

17、, as it is preferred by many people. Black coffee ? Coffee with milk ? Coffee with sugar ?When serving coffee, ask guests:the type of meal requiredhot, or coldthe number of people expectedthe managerthe managerOur Catering staff or the manager ofoutside restaurant should be informed:Location: 1) the

18、 companys dining room 2) a restaurant All arrangements for visitors will have to be made within a budget specified by the company. So the secretary should ensure that the money spent is allocated within the limits of budget. Set the following together with your boss:the budgetthe datethe venue Selec

19、t the guests together with your boss. Reserve rooms provisionally, giving the approximate number of guests. Confirm that the guest of honor (if relevant) is available on the proposed date.Check List Prepare and send invitation cards, Prepare and send invitation cards, electronically or by postal mai

20、l.electronically or by postal mail.Determine the menu and any special Determine the menu and any special requirements, e.g. vegetarians.requirements, e.g. vegetarians.Arrange the table layout and have your Arrange the table layout and have your boss approve it. (Note: The principal boss approve it.

21、(Note: The principal guest should be seated on the chairmans guest should be seated on the chairmans right-hand side.)right-hand side.)Order Order place cardsplace cards. .Check List Arrange audio-visual equipment for Arrange audio-visual equipment for speeches, if relevant.speeches, if relevant.Arr

22、ange for flowers and decorations, if Arrange for flowers and decorations, if necessary.necessary.Arrange for entertainment, dancing, etc., Arrange for entertainment, dancing, etc., if necessary.if necessary.Order gifts, if necessary.Order gifts, if necessary.Check ListIf any VIPs are arriving from o

23、ut of If any VIPs are arriving from out of town, arrange for them to be greeted and town, arrange for them to be greeted and transported to and from their plane or transported to and from their plane or train. train. If music is needed during the banquet, If music is needed during the banquet, the s

24、ecretary should check every piece of the secretary should check every piece of musical composition to make sure it musical composition to make sure it matches the atmosphere of the banquet.matches the atmosphere of the banquet.As the event nears and plans are As the event nears and plans are solidif

25、ied, regularly compare actual cost solidified, regularly compare actual cost against estimation and make sure the against estimation and make sure the budget is not exceeded.budget is not exceeded.Check Listv_, _, and liquor should be chosen before a formal lunch or dinner begins. vIf you are the ho

26、st, feel free to offer alcohol, but never _ the issue. WineWinebeerbeerforceforceTips of entertaining for businessGifts When do you send a gift to the client? Before or after the signing of the contract. What do you send as a gift? Not too expensive Expensive (can be embarrassing!=bribery) Something

27、 with the logo of your company or something special. Check to see if the company of your client has a no-gift policy.Exercises. Role-play activity l Divide the class into groups; l Divide the class into groups; practice Business Reception and Entertaining etiquette in different business settings, e.

28、g. in a sales fair, meet a new client, etc. ExercisesII. Read the following passage, learn and discuss the strategies of business entertainment in different settings, then state your own opinions constructively on how to entertain business partners; at last, try to imitate these strategies in virtua

29、l situations.Business Entertainment, Customs and Strategies Entertainment practices in a country vary with local customs and culture. There is no free entertainment in exporting. The exporter entertains the buyer to build a successful business relationship, that is, to receive an export order from t

30、he buyer. The entertainment ceases when the business relationship terminates. Providing too much entertainment often gives the buyer a false impression that the seller earns a lot of money. Lavish entertainment does not guarantee that a successful deal is forthcoming.vEat, Drink, Smoke, and Sex vInd

31、ividual tastes for food differ. Foods that are a delicacy in one country can be despicable in other countries, for example chicken feet, frog legs, live octopus, and raw fish. Pork is prohibited in the Islamic culture. Hindus do not eat beef. vIn certain countries, proposing a toast is a token of fr

32、iendship and respect, while refusing a toast is an insult. Sometimes a stranger from another table in a banquet may approach the foreign visitor and propose a kampei (bottoms up), usually involving an alcoholic drink. In order to get off gracefully and to safe face, the visitor or the host on behalf

33、 of the visitor must reciprocate with at least a sip of a drink to acknowledge the strangers good intention. To reciprocate an alcoholic toast with a non-alcoholic beverage (e.g. tea, fruit juice or a soft drink) is acceptable, but the stranger may still consider that as a lack of respect.vIt is fal

34、se that all foreign buyers are good drinkers. In fact, some buyers do not drink liquor at all. The strict Arabs do not drink liquor. Liquor being common in a buyers country does not mean that the buyer can drink. The buyer may drink but moderately, not by kampei.vExporters and importers on a foreign

35、 trip must not underestimate the potency of local wine in the host country. The head slumped on the dining table and slouching on the chair after drinking local wine is quite embarrassing. It is difficult to keep the lips tight under the influence of alcohol. Offensive words and personal and busines

36、s secrets can uncontrollably slip out of the mouth when a person is drunk.vIn many countries, it is false that without drinking and smoking there is no business. Some buyers do not smoke out of health consciousness. Smoking in front of buyers may irritate them. Ask for permission to smoke before lig

37、hting up a cigarette or a cigar. It is disrespectful to force the buyer to smoke. Exporters from conservative cultures should not be surprised to see that some female buyers smoke. In many countries both genders may smoke.vMost entertainment in exporting is given in a restaurant and night club (or p

38、ub). The choice of food more often is left to the exporter as a host. It is advantageous to let the buyer select the food and drink. Never force the buyer to take any foods and drinks that he/she dislikes. Never compel vegetarian buyers to eat meat. It may be insulting to serve meat to a buyer who f

39、irmly believes in reincarnation.vSex is not part of the export business. The highly competitive business has driven some exporters to use unorthodox strategies to win orders. Some exporters provide hired companions to potentially important buyers as a bonus. To decline the bonus is regarded as an in

40、sult to the host in certain countries. In order to save face, one remedy is to accept the bonus and once the host leaves, politely let the hired companion knows that you would like to be left alone.vThe buyers practice of fidelity must be respected. It is disgraceful to coerce the buyer to take the

41、hired companion. Never expect the buyer to reciprocate a bonus with an order.vBuddy BuyersvUnusual occurrences in exporting are not uncommon. A few importers take advantage of their position as customer to obtain free meals and entertainment. The intention of the importer is to make friends, and not

42、 to buy from the target buddy. The modus operandi is to request a business meeting at a strategic time, that is, near lunch or dinner time, during a visit to the exporting country. The business socialization usually takes over a half an hour. Exporters, in particular from Asia, often invite the impo

43、rter for a meal during lunch or dinner time, and at times for entertainment after dinner. However, some exporters provide a meal and entertainment only after receiving a confirmed order.vFishnet ApproachvThe fishnet approach is aimed at preventing the buyer from meeting other exporters, and vice ver

44、sa. The buyer is trapped during the trip and the exporter is almost assured an order. The exporter keeps the buyer busy and happy with continuous entertainment and sightseeing every day, from the time the buyer arrives at the airport until the buyer returns home. vThe fishnet approach was very popul

45、ar in parts of Asia in the 1970s and 1980s. Its popularity and effectiveness has dwindled in the passing years because of the buyers sensitivity to this form of treatment. Nowadays some buyers do not reveal their exact arrival and departure dates, to avoid being met at the airport. Nevertheless, it

46、is a courtesy to offer to pick the buyer up at the airport. The exporter should be discreet in providing continuous entertainment as it no longer guarantees a successful deal.vTopics in Conversation vAvoid talking about business matters during entertainment and after business hours, especially when

47、the buyer is from the West. Entertainment is a time for relaxation. Many Asian business people, particularly Chinese, like to talk about business during various occasions. vAs a rule of thumb, avoid politics and religion in the conversation. These two topics are the most common cause of disagreement. Controversial subjects like social conditions, regional conflicts, sex, and race should be avoided. Family matters at times is an unpleasant topic. It may be an intrusion of privacy to ask about personal finance.vThe pet and the food occasionally are sickening topics. It is regarded as u