1.要选择对方方便的时间

公务电话最好避开节假日、晚上、21:00至次日7:00、临近下班时间等时间段。

为避免影响他人的休息，在打电话前应力求搞清各地区时差以及各国工作时间的差异，尽力不要在休息日打电话谈生意。即使客户已将家中的电话号码告诉你，也尽量不要往客户家里打电话。

2.要长话短说

打电话时要力求遵守“三分钟原则”。所谓“三分钟原则”是指：打电话时，拨打者应自觉地、有意地将每次通话时间控制在三分钟内，尽量不要超过这个限定。此外，在通话时，其基本要求应为：以短为宜，宁短勿长，不是十分重要、紧急、繁琐的事务一般不宜通话时间过长。

3.规范内容

（1）充分做好通话前的准备。在通话之前，最好把对方的姓名、电话号码、通话要点等内容列出一张清单。这样做可以避免通话者在谈话时出现现说现想、缺少条理的问题。

（2）说话时要简明扼要。如果电话接通后，除了首先问候对方外，要记得自报单位、职务和姓名。如果请人转接电话时，一定要向对方致谢。电话中讲话中一定要务实，不能吞吞吐吐、含糊不清。寒暄后，就应直奔主题。

（3）说话要适可而止。打电话时，如果要说的话已经说完，就应该果断地终止通话。终止通话，放下话筒前，要向对方说“再见”。如果少了这句礼貌用语会感觉通话终止得有些突然，让人难以接受。

There are many ways to communicate in the business world,from making an introduction to answering the phone,writing an email or chairing a meeting.Each of these types of business communication has its own etiquette rules.You should be familiar with proper etiquette for as many business communication situations as possible so that you can look professional whenever you have to communicate with people inside and outside of the company.(www.daowen.com)

Purpose

In the business world,it's important to try to give the best impression possible.This is true whether you're dealing with coworkers,supervisors,executives or customers.Good manners will impress customers and earn their loyalty.Etiquette will also impress your peers and superiors and may help you get good assignments,raises and even promotions.

Telephone Etiquette

Identify yourself and your business when you answer the phone,and ask the caller how you can help him.When he tells you,repeat the information to make sure you understood it correctly.If the caller is upset,remain calm and polite and try to reassure him that you will assist.If you need to put him on hold to check something,ask his permission.If you must call him back,get his number and repeat it to make sure it is right,then give him a time frame for your return call.If you need to transfer him to another person,let him know the name and phone number or extension of the party so he can call back directly in case he gets disconnected.

Email Etiquette

People tend to think of email as an informal means of communication,but it must have a professional tone when you use it for business.Keep emails short and to the point.This shows respect for the recipient's time.Make the subject line as descriptive as possible.If you need a response within a certain time frame,state that clearly in the email.Provide your telephone number in case the recipient prefers to call you instead of replying by email.Sign the email with your full name,title and company.Do not send attachments without getting permission first.People are often reluctant to download an unexpected attachment because of the danger of viruses.

Activity 1:Group discussion.

1.What is the telephone etiquette?

2.What is the Email etiquette?