家园 › 修炼成长 › [原创]~~~电话礼仪

joyhele 发表于 2006-12-28 15:57:25

[原创]~~~电话礼仪

<p><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;"><strong>企业培训</strong>---电话礼仪</span></p><p><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;"><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">电话形象构成要素：</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/>1</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">、通话内容；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/>2</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">、通话时机，如一般不选择星期一上午通电话，不在周五下班前</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">1-2</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">小时通电话，不到万不得已不打扰个人时间；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/>3</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">、举止表现；</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/>4</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">、公务性问题，如接听电话、记录电话（记录</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">4W1H</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">：</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">who</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">谁打来得、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">where</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">哪打来的、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">when</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">时间、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">why</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">为什么打来的、</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">how to</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">如何处理的：报转批存，记录人签字并标明记录时间）</span></span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;"><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br style="mso-special-character: line-break;"/><strong>管理培训</strong>----<span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">商务语言</span><br style="mso-special-character: line-break;"/><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">商务语言的特点：</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">“</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">少说多听</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">”——</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">言多必失、已静制动、给人谦恭虚心的感觉</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/>1</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">、语言要正规标准</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/></span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">&nbsp;2</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">、语言要文明</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/>&nbsp; &nbsp; </span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">以前提过</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">“</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">六不问</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">”<br/></span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">要善于选择话题：（</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">1</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">）与地位有落差的人在一起，可以向他请教他擅长的问题，利用人</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">“</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">好为人师</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">”</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">普遍弱点，但要注意自己在行、定位准确；（</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">2</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">）格调高雅的话题，如哲学、地理、历史、文学、建筑、风土人情等公共话题；（</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;">3</span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">）轻松愉快的话题，如电影电视、体育、流行时尚、烹饪小吃、天气</span><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: Tahoma; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-fareast-font-family: 宋体;"><br/></span><span style="FONT-SIZE: 9pt; COLOR: #232132; FONT-FAMILY: 宋体; mso-font-kerning: 1.0pt; mso-ascii-font-family: Tahoma; mso-hansi-font-family: Tahoma; mso-bidi-font-family: Tahoma; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">话题是双向定位的问题，一起谈论的话题决定了彼此的档次。</span></span></span></p>

joyhele 发表于 2006-12-29 12:07:59

qq

<pre style="TEXT-INDENT: 21pt;"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;">汽车、摩天大楼、能飞越最高云层的波音<span lang="EN-US">747</span>飞机、缝纫机、极小的针，它们最初来自哪里呢<span lang="EN-US">?</span>（问）来自奇妙的力量——思想。当我们进—步分析时，我们认识到：这些成就和实际上我们所拥有的一切——一件东西也好，一千件东西也好，都是创造性思想的成果。拉尔夫·沃尔多·爱默生宣称，每一个行为的祖宗是思想。当你理解了这句话的时候，你就会明白，我们的世界是被思想统治着的，外在世界酌每一样事物最初在人的思维中都有它的附本。这正如佛陀在许多世纪以前所说的：“我们所有的一切是我们思想的结果”<span lang="EN-US"><p></p></span></span></pre><pre><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;">&nbsp;&nbsp;&nbsp; </span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;">你真正的生命是你的思想——以及你的思想作用的结果。你的血液、骨头和肌肉可以被还原为百分之七十的水和一些价值很小的化合物，但是，你的思维和你所想的东西使你成为你现在这样有很高价值的人。成功的奥秘不在于外界，而在于人的思想内部。<span lang="EN-US"><p></p></span></span></pre><pre><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;"><span style="mso-spacerun: yes;">&nbsp;&nbsp;&nbsp; </span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.0pt;">如果没有一个领先的思想推动的话，你会不吃东西，不穿衣服，不坐公共汽车，也不驾驶自己的小汽车，不开电视，不看报纸，你甚至不伸展你的双臂。尽管你也许认为你所做出的动作，或多或少是无意识的，也许是由某种身体松弛一下需要所引起的，但是，在你生活中所采取的每一个简单的步骤背后，不管它的目的如何，那是难以克制的、强有力的力量一思想。<span lang="EN-US"><p></p></span></span></pre>

joyhele 发表于 2006-12-29 12:17:10

<p>没人顶！！！</p><p>我自己动手！！！</p><p>祝福顶的朋友新年拿红包多多.......</p>

huangfufei 发表于 2007-2-26 13:34:32

<p>楼上的好深奥,学习学习呢</p>

平凡女孩 发表于 2007-7-23 16:35:33

谁有电话礼仪的课件啊？

renhuichen 发表于 2007-7-25 21:01:34

学习学习

雅匪 发表于 2007-7-26 01:04:26

<p>二楼高论</p><p>但好像吃东西不需领先的思想</p><p>世间万物都在吃</p>

freesea 发表于 2007-7-30 22:27:28

thanks~

yehezimu 发表于 2009-9-27 13:51:36

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