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Những kỹ năng cơ bản khi làm việc tại công ty Samsung Business Etiquette Features Dress Code Greeting 2. Business Communication Skill Calling Answering Phone Call Conversation Report Commission

Jun 2007

SANIVA

1 Business Etiquette

- Features & Dress Code

- Greeting

2 Business Communication Skill

- Calling & Answering Phone Call

- Conversation

- Report & Commission

What’s the difference

Etiquette ?

(7%)

(38%) (55%)

The context of conversation

n Narrati

on

Mann er

Attitu de Motio n

Postu re

Fashio n

Image conveyin

g method Mind

1 Business Etiquette

- Features & Dress Code

- Greeting

Clothe s

For Men

Clothes

Accessorie s

Features & Dress Code

Features & Dress Code

Unaccepted Dress Code

Torn Jeans

Long Fingernai

ls

Heavy Make-up

Features & Dress Code

Business Casual Dress Code

Features & Dress Code

Proper way of Dressing up

Features & Dress Code

Proper way of Dressing up

Features & Dress Code

Proper way of Dressing up

Features & Dress Code

Proper way of Dressing up

Features & Dress Code

Proper way of Dressing up

- The important first step in human relations

- A helping element to human relations

Eyes

• Length of time I am observed : 17.5hrs

• Sleeping time : 6hrs

• Length of time I

observe myself : 0.5hrs

Greeting

Greeting

- Bright, soothing expressions (Practice saying ‘Whiskey’)

- Eye contact: Trustworthy and loving look

- Holding your head up straight

- Pulling in your chin smoothly

- Balance while relaxing your shoulders in a comfortable

Women: One hand on top of another on your stomach

- Put your heels together and the toes apart with a 45° gap.

- Bright, soothing expressions (Practice saying ‘Whiskey’)

- Eye contact: Trustworthy and loving look

- Holding your head up straight

- Pulling in your chin smoothly

- Balance while relaxing your shoulders in a comfortable

Women: One hand on top of another on your stomach

- Put your heels together and the toes apart with a 45° gap.

Opening someone’s heart with a greeting

Bowing : Basic Tool for New comer’s settle down

Greeting

- A slight bow of the head

- Pulling up your chin

- Bowing with your back in an arch

- Tilting your head to the side

- Too much bowing or too

considerate

- Bowing with your legs apart

Irreverent Greetings

Greeting

The 4 Key Points

- I should bow first

- Direct eye contact

- Bright expression

- In a clear & bright greeting voice

 Coming to work, going home…

 Working, Doing complicated calculations,

Introduction

The Order of Introduction

- Person in lower rank -> Person in higher rank

- Younger -> Elder

- Man -> Woman

Introduction

When Being Introduced

- Listen carefully to the other person’s

name and remember it.

- Wait patiently until you are introduced.

- Greet the person while giving him/her

your business card

- Must obtain the attitude to hand my

business card first when meeting a new person.

When Receiving a Business Card

- Without holding or fiddling, put it in your

jacket or top pocket.

- Always with both hands, after reading

his/her rank and name

- When consulting, it is understandable to

put on top of the table during the conference.

Business Card

Business Card

When Receiving a Business Card

- Without holding or fiddling, put it in your

jacket or top pocket.

- Always with both hands, after reading

his/her rank and name

- When consulting, it is understandable to

put on top of the table during the conference.

Handshake

Requesting for a handshake

 When the person in higher rank or

a woman requests, it is courteous to shake their hand(s)

Handshaking

 How to hold the hand

 Attitude

2 Business Communication Skill

- Calling & Answering Phone Call

- Conversation

- Report & Commission

Calling & Answering Phone Calls

Receiving Phone Calls

-Receive the phone call after it rings a couple of times.

- Prepare to take notes and tell your name and position.

- Bow after you check who it is.

- Listen carefully while taking notes.

- After the main discussion is finished, summarize and check

Calling & Answering Phone Calls

Making a Phone Call

- Write down and summarize the content to discuss on

the

phone.

- When someone picks up, tell your name and check

who the

other person is.

- After a short greeting, talk to the person regarding

the time,

place and situation.

- After the main conversation is finished, say goodbye.

- Put the receiver down quietly.

and ask you’re your chief/boss?

 When you want to talk to the clerk, but the

Department Head him/herself received the

call?

 When someone ask an urgent question

for

another department?

Good etiquette for conversation

S O F T E N

mile pen posture orward lean ouch

ye contact od

Conversation Manner

When Listening

When Talking

Conversation Manner

Report

Official Tool of Business

Communication

- Report a fact of business situation

- Propose a plan of what I or we want to do

- To make decision from several alternative

Direction of Report

- From bottom to top

- From one department to the other department

-Sharing

Report

Two Types of Basic Report

- Paper Reporting

: Official, Important but not urgent

- Oral Reporting, unofficial

: Unofficial, Important and urgent

Ex) Proposal for building of new Plant in

Vietnam

Accident in Production Line Personal Annual Leave for vacation

Commission

Basic Channel to Communicate with Top

- Receiving a Mission or Order from your Boss

or Top management

- Starting point of your new task

- It could be a troublesome,

but you can get a chance to learn new job.

- After one task, you can get one trust with your

Boss.

Commission

Useful Tip for Commission

- Make it sure what they want to get as a result

- Ask them again and again if something is not

cleared

- Make it sure when they want to finish it

- Note the information on your diary book

- If you couldn’t finish it till due date,

Report it promptly and Say that

“I want to discuss with you to solve some issues

or barriers”

in advance

“Always carry your diary book and pen when you meet

your Boss.”

Our Object of life is Practice

not Learning

Thank you!

Ca’m o’n Gam Sa Ham ni-da