learn to speak, learn etiquette

Chapter 38 Understanding Business Service Etiquette (11)
The main characteristics of a smile are: smiling, but not very obvious.Under normal circumstances, when people smile, they don't hear their laughter and don't see their teeth.

The basic method of smiling is: first relax your facial muscles, and then slightly raise the corners of your mouth to make your lips slightly curved.Finally, smile without pulling your nose, laughing, showing your teeth, and especially your gums.

smile must come from the heart
The etiquette requirements for smiling are from the heart, natural and generous, showing kindness.It should be completed by the coordinated movements of eyes, eyebrows, mouth, facial expressions, etc.To prevent bluntness, hypocrisy, and insincere laughter, it is not easy to laugh well. If necessary, the following forms of training should be carried out:

adjust your mindset

Observe the manifestations of your own laughter, and pay more attention to psychological adjustment, imagining that the other party is your brother or sister, or a friend you haven't seen for many years.Usually, you can also speak a paragraph among the crowd, and pay attention to showing a smile when you speak, and ask your companions to comment and help correct it.

Pay attention to the overall coordination
Although a smile is just a very simple expression, to make it truly successful, in addition to paying attention to the shape of the mouth, you must also pay attention to the coordination of other parts of the face.A smile is actually a comprehensive movement of various parts of a person's face. If the overall coordination and cooperation are ignored, a smile will often fail to be a smile.

Usually, when a person smiles, his eyes should be soft and bright, his eyes should be slightly wide open, his brows should be stretched naturally, and his eyebrows should be raised slightly upwards.This is what is commonly referred to as "smiling".In addition, you should also avoid protruding your nose and ears, and it is advisable to draw your chin inward slightly naturally.

Strive to be consistent
When it comes to smiling, although people often use the term "smile on the face", in fact it is not just on the face, but needs to be from the heart, so that the outside and the inside are the same.

A real smile should have rich and powerful connotations, and it should permeate a certain amount of emotion.And a smile permeated with a certain amount of emotion is truly contagious. This is the so-called affection in a smile and expressing affection in a smile.

A real smile should also reflect the truth, kindness and beauty deep in a person's heart.A smile that expresses the beauty of one's own soul will help both parties communicate with each other and shorten the psychological distance.

A real smile should also be a natural expression of inner activities.That is to say, it should first be a kind of heart smile, which should come from the depths of a person's heart, without any external packaging or pretense.

Taking into account the target audience
It must be noted that service with a smile is only a general requirement for service personnel.When using it, we must also pay attention to the specific conditions of our clients.

In the following cases, even smiling is not allowed: when the client is sad, when the client has some kind of congenital physical defect, when the client makes a fool of himself and feels extremely embarrassed, the job specification prohibits smiling when you smile.In these kinds of situations, if you show a little smile on your face, you will often put yourself in a very unfavorable and passive position.

Standing
([-]) Basic standing posture
The basic standing posture actually refers to the correct posture that people take when they are naturally upright.The basic standing posture is the basic skill in the manners and etiquette of service personnel.

basic stance
After adopting the basic standing posture, viewed from the front, the main features are straight head, flat shoulders and straight body.If viewed from the side, its main contour lines are jaws closed, chest raised, abdomen drawn in, and legs straight.

——Head upright: eyes straight ahead, mouth slightly closed, jaw and neck closed, with a natural expression and a slight smile.

——Shoulder level: Shoulders should be straight, slightly relaxed, and sink slightly backward.

——Arm Drop: Both shoulders are flat, both arms hang down naturally, and the middle finger is aligned with the trouser seam.

——Tighten the body: straighten the chest, draw the abdomen inward, and tighten the buttocks inward and upward.

——Legs together: Stand up straight with your legs close together, with your heels close together, and the angle between your feet is 60 degrees.

Generally speaking, adopting this stance will make people look stable, generous, handsome and upright.Its benefits are also: it can help breathing, improve blood circulation, and relieve physical fatigue to a certain extent.

Standing posture of male and female service staff
After learning the basic standing posture, it must also be pointed out that when serving people in their own jobs, male service personnel and female service personnel can usually follow the basic standing posture according to their different gender characteristics. Each has some local changes.The difference in standing posture between male service personnel and female service personnel is mainly reflected in the fact that sometimes there are some differences in the positions of their hands and feet.

Standing posture of male service staff
When male service personnel are standing, they should pay attention to showing masculinity, chic, heroic and strong demeanor, and strive to give people a sense of grandeur.Specifically, when standing, male service personnel can clasp their hands, stack them in front of their abdomen, or hold them behind their backs.The feet can be spread apart, roughly the same width as the shoulders, which is the limit of the distance between the two feet after the feet are spread apart.

Standing posture of female service staff
When female service personnel are standing, they should pay attention to showing the charm of lightness, charm, demure and elegance of women, and try to give people a sense of "quietness" and grace.Specifically, when standing, female service personnel can clasp or stack their hands in front of their abdomen.The feet can be slightly spread apart on the premise of using one leg as the center of gravity.

When serving people, no matter whether it is a male or a female server, you must pay special attention to it. When you stand, you must face the person you are serving, and you must not turn your back to the person.

Standing postures commonly used in service positions include cross-hands stance, back-hand stance, and back-hand stance.

Several common standing postures
Cross-handed stance
Stand with hands behind your back
stance with arms down

Cross-handed stance
That is to say, the hands are crossed in front of the abdomen, and the right hand is placed on the left hand to stand upright.In this standing position, men can separate their feet with a distance of no more than 20 centimeters.Women can use small T-steps, that is, one foot is slightly forward, and the heel is on the inside of the other foot.

There is a little freedom in this standing posture, and a little relaxation in the solemnity.In standing, the center of gravity of the body can also be switched between the feet to reduce fatigue. This is a commonly used reception standing posture.

Stand with hands behind your back
That is, cross your hands behind your back, stick your right hand outside your left hand, and stick it between your buttocks.The two feet can be separated or combined. When separated, the toes should not exceed shoulder width. The angle between the two feet should be 60 degrees.

This kind of standing posture is graceful and slightly majestic, and it is easy to create a sense of distance, so it is often used by doormen and security personnel.If the two feet are changed to stand side by side, it highlights the meaning of respect.

stance with arms down

That is, one hand is placed behind the back and attached to the hip, the other hand hangs down naturally, the hand is naturally bent, the middle finger is aligned with the trouser seam, and the feet can be brought together or separated, or in a small T-step.

This kind of standing posture is mostly used by men, and it looks generous, natural and free and easy.

([-]) Changes in standing posture
Service staff must comply with the service etiquette requirements and the special requirements of the work when adopting some allowed changes in standing posture.The following are some special requirements for the four common changing stances:
Standing for customers
Standing at the counter

Waiting for customers
Standing in transportation

Standing for customers
When adopting a standing posture for serving customers, the head can be slightly sideways to the client, but you must keep a smile on your face, and your arms can hold objects or hang naturally.When the arm hangs down, there should be a natural vertical line from the shoulder to the middle finger.The lower abdomen should not protrude, and the buttocks should be tightened at the same time.Its most critical part is: stand with your feet one after the other into a "T-step", that is, the heel of one foot is on the inside of the other foot; overlapping.This standing posture looks more elegant, so it is also adopted by many people when taking pictures.

Standing at the counter

There are five important points in the technique of adopting the standing posture of serving customers at the counter:
1. The hands and feet can be properly relaxed, and it is not necessary to maintain a state of high tension all the time.

While using one leg as the center of gravity, extend the other leg slightly to the outside, so that the feet are spread apart.

2. The hands can be gently supported on the counter in front of the body with the fingertips facing forward.

3. Keep your knees as straight as possible without bending them.

4. Relax your shoulders and arms freely. While opening your chest, you must straighten your back.

5. Taking into account the above five points, the standing posture for receiving customers at the counter can be regarded as perfect.It is undeniable that adopting this standing posture can not only keep the service staff beautiful, but also relieve fatigue.

Waiting for customers
When adopting a standing posture waiting for customers, it is necessary to pay attention to the following:
The feet can be properly spread apart, the two feet can be relaxed alternately, and the toes of one foot can be lifted.That is, it is allowed to lift the heel of the other foot while one foot is fully on the ground, and land on the toes.The legs can be spread a bit apart, or freely criss-crossed.Knees can be slightly apart, but not too far away.The shoulders and arms should be relaxed naturally, and the hands should not swing freely.The upper body should be straight and look straight ahead.Keep your head still and keep your chin from protruding forward.When adopting this standing posture, it is very important that the spread legs do not change back and forth repeatedly, otherwise it will give people the impression of being restless and impatient.

Standing in transportation

When standing on a vehicle, you should pay attention to the following aspects:

——You can open a certain distance between your feet based on the principle of appropriateness, and the center of gravity should be placed between your heels and toes.As a last resort, spread your feet no wider than your shoulders.

——The legs should be as straight as possible, and the knees should not be bent, but should be consciously pushed back slightly.

—— Keep your body straight, push your hips slightly, draw your lower abdomen in, and don't hunch your back.

——Hands can be lightly clasped in front of the chest, or one hand can hold the handrail and pull the ring, but don't swing around.

——The head is preferably straight, and it is best to look forward.

When the service personnel adopt this standing posture to stand on the vehicle, they should keep a certain physical distance from the service object as much as possible, so as not to accidentally step on or bump into the other party.At the same time, we must also pay attention to strengthening the sense of stability when standing. It is best not to deliberately shake your body when the vehicle is driving, making others dizzy.

([-]) Taboos in standing posture
Service personnel must learn the correct standing posture, and at the same time, they should consciously avoid taking incorrect standing postures.

Bad standing posture refers to the standing posture that service personnel should not appear in violation of the requirements of deportment and etiquette at work.These stances are either indecent or lack respect.If service personnel form a habit and do not overcome it, they will often unintentionally damage the image of themselves and the company.

There are roughly eight types of bad standing postures that need to be overcome by service personnel:

Types of Poor Posture

crooked body
hunchback
crouching and leaning
cross legs
Improper foot position
Improper hand position
half sitting half standing
All over
crooked body
The ancients once put forward a basic requirement for standing posture: "stand like a pine".It shows that when people stand, it is beautiful to have a straight body, and it is not allowed to make it crooked.When the service staff is standing, if the body is obviously skewed, such as head tilted, shoulders tilted, body tilted, legs bent, or knees are not straight, it will not only look unsteady, directly destroying the beauty of the body lines, but also The service staff gave the impression of being decadent, listless, and uninhibited.

hunchback
Hunchback is actually a special manifestation when a person's body is crooked.In addition to bending the waist and arching the back, most of them are also accompanied by other bad postures such as neck bending, chest depression, abdomen protruding, buttocks protruding.All of these, it seems that a person lacks exercise, poor health, listless, often more damage to personal image.

crouching and leaning
In the workplace, the service personnel must ensure that they "stand upright", so they cannot be free and lazy when standing.When standing, it is not allowed to lie down casually in one place, look around somewhere, lean against a wall or a shelf, lean against the edge of a table or cabinet, or lean forward and backward.

cross legs
Whether it is to adopt a basic standing posture or a changed standing posture, the service personnel should keep in mind that the distance between their legs when standing is usually as small as possible.When possible, it is best to keep your legs together.Even if they are separated, care should usually be taken not to make the distance between the two wider than the shoulders of the person, making it "split" excessively.Noticing this, it is possible to make your standing posture look good.

Improper foot position
When service personnel stand on their work posts, there are certain rules for the specific position of their feet.Under normal circumstances, when the feet are standing, they are in a "V" shape, a T-shaped shape, a parallel shape, etc., which are usually allowed.However, it is not allowed to use "herringbone" type, pedaling type and other foot positions.The so-called "herringbone" foot position refers to the toes of the two feet leaning on one place when standing, while the heels are greatly separated.Sometimes, this foot position is also called "nei horoscope".The so-called pedaling style refers to standing on the ground for comfort, and while one foot is standing on the ground, the other foot is stepped on the upper of the shoe, on the chair surface, on the window sill, and across the table. .Both of these foot positions look unsightly.Standing on crooked feet is not very beautiful.

Improper hand position
When standing, just like improper foot position, if the service staff's hand position is improper, it will also destroy the overall effect of the standing posture.Improper hand positions when standing mainly include: [-]. Put your hands in the pockets of your clothes; [-]. Put your hands in front of your chest; [-]. Put your hands behind your head; The fifth is to support the chin with both hands; the sixth is to hold personal items.

half sitting half standing
In the workplace, service personnel must strictly abide by their own job specifications, stand when they should stand, and sit when they should sit, and it is absolutely not allowed to take a half-sitting half-standing posture for the sake of comfort when they need to stand by themselves.When a person is half sitting and half standing, he neither looks like standing nor sitting, which can only make others feel that he is a little too casual.

All over
When standing, slight body position changes are allowed.But generally speaking, standing is a relatively static posture, so it is not advisable to change your posture frequently when standing, or even move around all over your body.Arms swaying, body twisting, legs shaking, will make a person's standing posture very ugly.

walking posture
([-]) Posture requirements
The correct and standard posture of service personnel needs to be learned and trained.When learning and training the walking posture, the service personnel should first have a full understanding of its basic requirements.

The basic points of walking posture that service personnel should master are: body coordination, graceful posture, calm gait, steady gait, moderate stride, even pace, and walking in a straight line.

To this end, the following six points should be done:
The basic requirements of manners

clear direction
Moderate stride
Uniform speed
focus
physical coordination
beautiful shape
clear direction
When walking, you must keep a clear direction of travel, and try to make yourself walk on a straight line as much as possible.Doing this often gives people a sense of stability.The specific method is: when walking, the toes should be facing the front to form a virtual straight line.With each step in the row, the heels should land on this straight line.

Moderate stride
stride, also known as pace.It refers to the normal distance between the feet when people take each step.In layman's terms, stride is the size of the steps people take when they are walking.Although the size of the stride often varies from person to person, for the majority of service personnel, when walking, the best stride should be the length of one's own foot.That is, the step taken when walking should be similar to the length of one foot of the person.That is, men take about 40 centimeters per step, and women take about 36 centimeters per step.At the same time, the size of the steps should be roughly consistent.

Uniform speed
The specific speed at which people travel is usually called pace.For service personnel, the pace can be changed, but in a specific occasion, it should generally be kept relatively stable and relatively uniform, and it is not appropriate to make it too fast or too slow, or change too fast or slow. Big.It is generally believed that under normal circumstances, it is relatively normal for service personnel to walk about 60 to 100 steps per minute.

focus
When walking, it is extremely important to be able to place the center of gravity of the body.The correct approach should be: when starting, the body must lean forward slightly, and the weight of the body should fall on the soles of the front feet.During the whole process of walking, you should pay attention to make your body's center of gravity transition forward continuously with the movement of your feet, and never let your body's center of gravity stay on your back feet.

physical coordination
When people are walking, there must be perfect coordination between all parts of the body.If you want to maintain the harmony of your body while walking, you need to pay attention: when you walk, you should put your heels on the ground first, your knees should be straight when your feet touch the ground, your waist should be the axis of gravity movement, and your arms should be on both sides of your body. The back ground swings naturally.If there is a mistake in the above specific details, the walking posture may become nondescript.

beautiful shape
When traveling, keeping one's overall shape graceful is a major problem that service personnel should not take lightly.If you want to maintain a beautiful body shape during the march, you must hold your head high, and your steps are easy and vigorous.The most important thing is that when walking, you should face the front, keep your eyes straight, keep your chest up and your abdomen in, straighten your waist, back, and legs, so that your whole body looks like a straight line from the front.

When marching, if the service staff has really mastered the above six links, their marching posture is formal and standard, which is the standard posture that meets the requirements of service etiquette.

([-]) Standard posture
If service personnel want to enhance their image and improve service quality, they must master the correct and standardized posture.

The basic requirements for posture etiquette have been discussed above, and here we further propose specific requirements for standardizing posture:

head upright
肩平
upright
Step straight

stride
pace

head upright
Eyes looking straight up, jaw closed, facial expression natural and peaceful.

肩平
(End of this chapter)