How Do I Become a Courtesy Clerk?

Service etiquette: It is a necessary quality and basic condition for personnel in various service industries. Out of respect and friendliness for guests, in the service, we must pay attention to the norms of appearance, appearance, manners, language, and operation; enthusiastic service requires the waiter to provide guests with proactive and thoughtful services from the heart and enthusiasm. The waiter has good manners and literacy.

Service etiquette

(Essential qualities of service industry personnel)

Put a frog in a large pot, add water to it, and then slowly heat it with a small fire. Although the frog can feel the external temperature slowly changing, but because of inertia and the urgent motivation to jump out immediately, it was finally I don't know if the hot water is cooked.

As a public institution and administrative agency. With the transformation of administrative functions, the growing awareness of people's rights and interests, and the trend of social development, "serving the people" has become clearer and more accessible.

At the job, winning the respect of the client is an important part of success. To do this, we must be diligent, be strict with ourselves, and maintain a good personal image. Because personal appearances, words and deeds in the workplace are not only related to their own image, but also regarded as the concrete embodiment of the unit image.

To maintain your personal image, you must pay attention to your appearance, manners, and clothing, and do not "get your clothes out of your hat."

How to develop reception specifications

According to the situation of the visitors and the situation of the unit, the reception can adopt three different specifications: if ordinary staff from the superior leadership come to give oral opinions or leaders from fraternal units to discuss important matters, or subordinates visit for important matters, they should try their best Adopting high-standard reception, the companionship is higher than the guest; when encountering superior leaders who come to understand the situation locally, veteran cadres or superior leaders passing by the local area, or foreign study tour groups, etc., often only need to arrange the board and lodging or investigation As long as the local leaders are present, it is sufficient to accompany them once. The accompanying tasks are mainly performed by the relevant staff. In practice, the most common is to treat them on an equal basis, that is, the duties and levels of the accompanying staff and the guests are basically the same.

When you want to leave, you must book a return car, boat, and air ticket in advance. When leaving after the guest's affairs, a small farewell party can be arranged according to the circumstances. Arrange the delivery vehicle, if necessary, arrange for the unit leader to see off the guests.

General reception

For visitors, the reception staff should stand up and shake hands to welcome them. For the visits of superiors, elders and customers, they should stand up and wait. For colleagues and employees, except for the first meeting, they can be indifferent.

If the visitor is a pre-appointed important guest, the corresponding reception specifications and procedures should be determined according to the status and identity of the visitor. When receiving general visitors in the office, pay attention to speaking less and listening more, and it is better not to talk to the visitors across the desk. Keep a short record of the problems reported by visitors.

If you are unable to receive the visitor temporarily, you should arrange for the secretary or other personnel to receive the visitor. You must not leave the visitor alone.

Try to get the visitor to finish speaking and listen carefully to his narrative. Don't take a rash attitude to the visitors' opinions and opinions. Think about it before replying. If you can't answer for a while, please make an appointment and contact again.

When you are receiving visitors, if you have a phone call or a new visitor, you should try to ask the secretary or someone else to prevent the reception from being interrupted. If you want to end the reception, you can politely offer excuses, such as "I'm really sorry, I have to attend a meeting. Let's talk about it this time", etc. You can also use the body language to get up and tell the other party to end the conversation.

VIP reception

First of all, it is necessary to know the identity, number of people, purpose and approximate stay time of the guests, as well as the arrival time and transportation conditions, arrange relevant personnel and vehicles to pick up and arrange accommodation.

After the guests get off the bus, the pick-up staff should greet them warmly and give a short welcome speech, and then ask the guests to get on the bus. After staying, guests should discuss the event schedule with the guests according to their specific visit intentions. At the same time, according to the opinions of the unit leaders, the relevant leaders should be notified to visit the guests in the hotel or restaurant. The reception staff should arrange the meeting place and accompanying persons in advance, and introduce the guest's situation to the leader. During guests' visits, tours to local scenic spots can be arranged appropriately.

Reception of foreign guests

To receive foreign guests, you must know the identity of the guests (including job title, age, arrival time, religion of the country where they are located, etc.), and then send someone equivalent to the foreign guests to meet the designated location.

After the meeting, the translator must first introduce the name and position of our main staff to the other party. Then shake hands with the other party. When shaking hands, the host should reach out to the guest first, gently hold each other's hand, and stare at each other with a smile.

When meeting with foreign guests, you should make an appointment at least half a day in advance, and do not "surprise each other". After the appointment time is set, try not to change. If there are special circumstances that make it impossible to participate, a person with a lower status can come to the meeting with the consent of the foreign guests.

At the meeting, the foreign guests were on the right, and our personnel were on the left. The first guest is at the first position on the right side of our guest, and the second guest is on the right side of the first guest. Other accompanying persons can sit at will. The translators are usually arranged to the right of our main talker, or behind them.

If a long table is to be used during the talks, the direction of the doorway shall prevail. The side facing the door shall be the upper side, and the side behind the door shall be the lower side. Let the foreign guests sit on top. Our main talker and guest were sitting in the middle of their side.

Pay attention to the kind and natural nature of the conversation. Speak moderately and don't use too many gestures. Pay attention to the other person's speech, don't look around or interrupt the other person's conversation at any time. Do not yawn, watch, etc. during the talks. The content of the conversation should be fully prepared in advance, and the scope of the conversation should be determined. Do not casually answer questions that you do not know, or questions that you are not sure of and have not been approved by the leader. Be careful not to talk about the other person's personal matters such as age or income. Questions that the other party does not understand should be explained clearly through translation.

According to the different living habits of foreign guests, properly arrange board and lodging matters, and according to their event schedule, specifically organize to organize or arrange meetings, visits, visits, etc. to relevant units. When a foreign guest visits a unit, the unit should continue to work as usual.

When sending off guests, you can give the guests some gifts that suit their customs at the farewell party. The choice of gifts should not be too expensive. Then, send someone equivalent to the foreign guest to the departure point. When the transportation used by the foreign guests starts, the drop-off staff should wave their greetings. At the airport, you usually have to wait for the plane to take off before taking off. If there is a foreign worker off at the same time, say goodbye to the other party when leaving, and let them go first.

Protocol order

To accompany guests, you usually ask them to walk to their right. The main escort should go side by side with the guest and must not be left behind; other escorts should walk behind the guest and the main escort. In the corridor, take a few steps in front of the guest. When turning or going up the stairs, you should turn your hands back and signal politely, "Please here." When you take the elevator, if you have a driver, you must ask the guests to be advanced; if you do not have a driver, you should be advanced by yourself, and then let the guests enter. Let guests come out first on arrival. When you arrive at the reception room or leadership office, say "here is it" or "here is the XX office" to the guests. If it is a leadership office, you must knock on the door first and then enter it when you are allowed. If the door opens outward, you should ask the guest to go in first; if you open the door inward, go first yourself, press and hold the door, and then invite the guest in.

When getting in the car, please ask the guest to get in first, open the door, and indicate with the hand, and wait for the guest to sit down before getting in. Guests should normally be seated on the right side of the back seat and on the left side themselves. If the guest is accompanied by a leader, ask the leader to sit on the left side of the guest and sit next to the front driver himself. If the guest or leader is seated, there is no need to request a change in this order. After the guest enters the seat, do not enter from the same door afterwards, but close the door and enter from the other door. When you get off, get off yourself first, open the door for the leader or guests, and ask them to get off.

Introduce when guests and leaders meet. When introducing, generally introduce younger and lower-ranking people to older and higher-ranking people, and introduce men to women. The content includes the name of the person being introduced, the company and title.

Arrangement of rides

Seating arrangements for vehicles, especially cars. When arranging seats for a car, you must pay attention to cars with different numbers of seats. In the same car, the identity of the driver is different, and the seat is also different. The front passenger seat in the front of a car is usually called a "suite seat" when it is driven by a full-time driver. It is a special seat for an escort, secretary, translator, or security officer. It is not appropriate for women or children to sit in that position when participating in social activities.

1) Double-row five-seater

This car is the most common in China. When the owner is driving in person, the seating order from high to low is: the front passenger seat, the rear right seat, the rear left seat, and the rear middle seat. When driving with a full-time driver, the seating order from high to low is: rear right seat, rear left seat, rear middle seat, and front passenger seat.

2) Three rows and seven seats

When the driver is driving: the front passenger seat, the rear right seat, the rear left seat, the rear middle seat, the middle right seat, and the middle left seat. When a full-time driver is driving: rear right seat, rear left seat, rear middle seat, middle right seat, middle left seat, and front passenger seat.

3) Three-row nine-seater

When the driver is driving: front right seat, front middle seat, middle right seat, middle middle seat, middle left seat, rear right seat, rear middle seat, rear left seat. When there are full-time drivers, they are: right in the middle, middle in the middle, left in the middle, right in the rear, middle in the rear, left in the rear, right in the front, and middle in the front.

4) Multi-row Sedan

The multi-seat car we are talking about refers to a car with four or more seats. No matter who is driving, the seats are arranged from front to back, from right to left, according to the distance from the front door.

5) The seat of the jeep. Jeep is almost four-seater, no matter who drives it,

Service etiquette covers a lot of content. Only the service etiquettes of the five types of work that are most relevant to our life are listed and properly explained.

Hotel staff

At present, the fierce market competition in the hotel industry is essentially the competition in service quality. The survival and development of the hotel, its reputation and effectiveness, its market and its customers, depend on providing guests with a full range of quality services. A "guest supremacy" service spirit and warm, friendly, sincere and kind service attitude can make guests feel sense and respect in the senses and spirit. Pay attention to etiquette is the key to good service attitude, and it is necessary for good service.

The ancients said: "No shop without smiles." Smiling can win high seats and generate maximum economic benefits. Many well-known entrepreneurs in the world are also well aware of the role of smiles and give them high praises. They are regarded as the magic weapon for managing stores and the way to business success. "Hilton's Smile" not only saved the Hilton Hotel in the era of Great Depression and Great Crisis, but also created the five-star Hilton Hotel Group that covers nearly five hundred continents in the world today. The Thai Oriental Hotel, which has attracted worldwide attention, has won the title of "Top Ten Hotels in the World" several times. One of the secrets of its success is to include "smile and smile" in the standard of welcoming guests.

As long as they come in and consume, they are your guests. They should not have different attitudes based on how much they wear and consume.

There is a true story. A restaurant in a city, every day at noon there is an old gentleman in plain clothes, come in and spend ten dollars for a cup of tea, sit for two hours before leaving. Once, the old gentleman was receiving the new waiter. The old man told the waiter to ask for a cup of tea, she looked up and down, and then said weirdly, "It's expensive, ten yuan a cup". The old gentleman didn't speak either. As usual, after drinking tea, the old man continued to sit there and rest. The new waiter seemed impatient and kept his face stretched in front of him, occasionally hitting him with the light from the corner of his eyes. In the end, he quit, and became furious, saying that I came in to spend money, why did he serve so? Finally nothing happened until the boss came forward. The old gentleman is no one else but the father of the mayor of the city. When the waiter knew about it, he was no longer a hotel staff.

Greetings refer to standardized greetings used when receiving guests, depending on time, occasion, and object.

When meeting foreign guests for the first time, you should take the initiative to say, "Hello, welcome to China." "Hello, welcome", "Ladies and gentlemen, welcome to the restaurant ×", "Hello, Mr. ×, we are always waiting for you", "Hello, I am glad to see you".

If you can greet guests at different times of the day, it will look more humane and professional, such as: "You are early", "Hello", "Good morning", "Good afternoon", "Good evening".

When saying goodbye or farewell to guests, you can say: "Good night", "Goodbye", "See you tomorrow", "Thank you for coming and welcome again", "I wish you a safe journey."

When you have a festive day such as a holiday or a birthday, you should say: "I wish you a Merry Christmas!", "Happy New Year! "," Gong Xi Fa Cai, business is booming, good luck! "," Happy birthday to you! ", I wish you a long and healthy life! "For Hong Kong and Cantonese guests, it is customary to say" pleasant "instead of" happy "(because" le "is the same as" luo ").

When receiving sports and literary delegations, they should say: "I wish you a winning match", "I wish you a successful performance", "Your performance is wonderful". When they have achieved certain results, they should also congratulate them.

Responses in 12 cases.

Say to the guests: "Hello, what can I do for you?", "Excuse me, what can I do for you?"

When leading the guests, they said: "Please come with me", "please here", "please inside", "please go upstairs".

When accepting orders from the guests, they said, "Okay, I understand", "Okay, come right away", "Okay, listen clearly, please rest assured" and so on.

If you ca nt understand or do nt understand the customer s question, you should say, Sorry, please say it again, I m sorry, I have nt heard it yet, please repeat it, OK?

When you cannot receive the guests immediately, you should say "Sorry, please wait", "Please wait a moment".

To the later guests, say hello, "Sorry, I have kept you waiting for so long."

When you make a mistake in reception or trouble your guests, you should say, "I'm really sorry, I'm troublesome for you."

When leaving the guest after the service, they should say, "Please take a good rest, or use slowly. Please let me know bye if there is something wrong."

When the guest expresses his gratitude, he should say: "No thanks, this is what I should do", "You're welcome, I'm happy to serve you" and so on.

When a guest apologizes for misunderstanding, he should say, "It doesn't matter," "It's nothing."

When a guest asks excessively or unreasonably, he should say: "I'm afraid this is not possible", "I'm sorry, I'm not good enough to meet your request", "I will discuss this with the supervisor". At this time, you must be calm and refuse to show your education and manners.

Guests should say, "Hello, this is XX restaurant. What can I do for you?" When the bell rings 3 times, you should say "I'm sorry to keep you waiting." Now. "

In the hotel service work, the staff must be professionally trained for their beautiful and professional movements.

When guests come from the opposite side, the staff must salute the guests and must pay attention to:

Slow down. When you are about 2 meters away from the guest, look at the guest with a smile, gently nod your greetings, and say, "You are early!" Hello! "And so on.

When bowing, please stop and bow between 15 ° and 30 °. Look at the other person's feet and send greetings. It's impolite to walk and look.

At work, you can salute while working.

Attention to working hours of hotel staff:

Do not smoke during work.

Do not answer personal calls during working hours. It is impolite to let customers wait for a private phone call, wasting guests' time.

Keep the workplace quiet and keep quiet on grand occasions. Don't make loud noises, and prevent channeling, talking or joking. If guests have something to call, they should not respond loudly. If the distance is long, you should nod your hand and go to service immediately. Guests have a phone call, so please let them know softly, and reach out to indicate where to answer the call. Not only can there be no sound on grand occasions, but also solemn and focused expression.

Respect the elderly, women, the disabled, and the customs and habits of different countries and nations. Respect for women and the elderly is one of the social ethics. When seated, in and out of the hall, ascending and descending elevators, and taking vehicles, let the elderly and women go first and take the initiative to take care of them. We must be more considerate and caring about the disabled and care about them everywhere. The unique customs and etiquette of different countries and nations should be respected. This requires some understanding of this.

To guide the guests, they should be about one meter away from the front left, and they can easily follow the steps of the passengers. Turn back or step back to remind the guests to pay attention.

If you enter the guest room, you have to tap 3 times (or ring the doorbell); if there is no answer, knock a few times every few seconds, and then push the door slowly after getting the guests' consent; You should tap three times to prepare the guests and wait for them to enter. Close the door gently when you leave.

Deliver items with a tray. When delivering, the front of the item and the words should be facing the guests. Generally, deliver it with both hands, and say politely, "This is XX."

In the post, when meeting guests passing by, they should nod and smile for greetings. In the hallway or aisle, the oncoming guests should take the initiative to stand aside. In the same direction, you must not surpass the guests. If there is an emergency, you should say "I'm sorry, can I take a step first?" Then, pass sideways.

When receiving guests, do not actively reach out and shake hands with the guests first. When serving guests in person, you must not perform uncivilized actions such as scratching your head, itching, flossing, blowing your nose, or sneezing. If you want to cough or sneeze, cover your mouth with a handkerchief and turn it sideways to minimize the sound.

Guests are not allowed to leave the post without permission, or to clean up items in advance, to finish sanitation, etc. Never treat customers indifferently or ignore them; for guests with physical defects and weird characters, do not give pointers or comment.

Store salesperson

The first line of sales in the store is the sales staff. The sales staff is directly dealing with customers on behalf of the enterprise. Therefore, the speech and behavior of the sales staff not only affect the image of the individual, but also directly affect the credibility of the enterprise. Therefore, the etiquette of sales staff is as important as the quality of goods.

To achieve civilized operation and hospitality, sales staff must establish a good sense of service. Make customers truly experience that shopping at you is a kind of communication and enjoyment. Make them happy, leave with satisfaction, and come again next time.

Sales people are a facade of the business. When the new day begins, all sales staff should keep in mind the service concepts and slogans such as "Customer is God" and "Customer First Service First". To provide customers with enthusiasm and quality service wholeheartedly. Be welcoming, welcoming, and delivering guests warmly. Of course, enthusiasm must be moderate.

First, dress in accordance with uniform rules. Whether the salesperson is wearing a uniform or not, they must make their clothes neat, generous, and decent, because it plays an important role in customer shopping psychology. If a male salesperson in a certain mall is open-minded, with fists and sleeves, wearing a hat, and standing behind the counter in a disheveled dress, customers will feel the store s bad mood, and there will be a kind of shopping in this store. A sense of insecurity will directly damage the corporate image.

Sales staff must pay attention to strict inspection and consciously observe the dress code, and must not make beautiful uniforms look deceptive. If the tie is pulled apart halfway, the hem of the shirt does not swell, or the collar of the shirt is wide open, and the outer jacket is holding the cuffs high. Phenomenon will affect the atmosphere of shopping. And low-end shopping malls do not have to uniform clothing, but they must also be neat, beautiful and generous. Especially in summer can not wear vest shorts, open-backed clothing.

In particular, sales staff of high-end luxury goods, such as high-end furniture, jewelry, and automobiles, must be more stringent in their dress and instrumentation in order to show a professional, dedicated, and authoritative external image. For example, two sales jewellery companies, one at the store, each wearing their favorite clothing, a sea of "flowers"; the other is neat and uniform dress, and hands wearing white gloves. Which one would you prefer to go to?

Second, we must maintain a good mental outlook. Try to rest as much as possible before going to work, pay attention to your appearance, do not look like "frost hit". Male salespeople should look elegant and energetic, and female salespeople can put on light makeup, which is a respect for themselves and others. At work, you must show your dedication and never allow you to chat, listen to music, read a new product, or even go outside the store for a few laps. In particular, male salespersons are not allowed to smoke during business hours, hold cigarettes to talk to customers, and even spray smoke onto customers' faces. Female sales staff, even when you are free, do not put on makeup or dress up in front of the counter.

Third, we must persist in improving environmental hygiene. For individuals, they need to do a good job of personal hygiene to make them look clean and sharp. For the entire store or the shelves and counters in charge, it is necessary to regularly scrub and clean. Do nt do hygienic business, otherwise the customers will think they are not welcome. If you have just finished or are doing cleaning work, you can put a warning sign such as "slip carefully!" In the corresponding eye-catching position, so that your business hall reflects the customer-oriented business philosophy everywhere.

We must also insist on "three toes" and "three tones." The specifics are "customers arrive, smiles arrive, honorifics arrive" and "come to ask, answer to answer, leave to send."

First of all, welcoming customers warmly. This requires sales staff to make customers feel your warm welcome when they patronize their "responsibility area", so as to make customers have a good impression on you and promote successful transactions between the two parties.

Be proactive and greet with smiles. After the customers enter the store, the sales staff should welcome them with a cordial look and welcome customers. Always keep a smile on customers, and receive customers with a smile, which will make customers feel warm and have a "home away from home" feeling. Smile is the most beautiful language that moves people. The kind of facial expressions face the customers indifferently, making customers intimidated, and even dismissing the idea of buying things, is not in line with etiquette, and customers will never willingly purchase any products under this indifferent expression. Therefore, the lack of smiling sales staff will certainly lack the presence of customers.

At this time, you should stand like a model, serve on the shelf, stand upright, look at the direction of the customer, hands hang down in the lower abdomen, or hold it behind. At the counter, stand close to the counter, but do nt hold your hands on the counter, look straight ahead and give yourself a proper smile. With or without customers, salespeople are not allowed to sit, lie on their backs, or lean against or lean on. It is difficult to make a good impression on customers during these rest actions.

When a customer comes within one meter of your area, you should say "Welcome" or "Hello! Welcome!" With a smile.

The next step is to treat customers warmly. This requires the sales staff to show politeness, enthusiasm, patience, decentness, and thoughtfulness in the entire process of receiving and serving customers, so that customers shopping and your sales have reached Comfortable and pleasant effect. When customers choose products, don't interfere.

Don't look at customers with a "catching thief" eye. That strange vision will make customers very offensive. Especially supermarkets should pay more attention.

When you deliver the product to the customer, use both hands and hold it lightly. In case customers take the initiative to help, remember to thank them. Items with "tips", such as scissors and vertebrae, should be handed to the customer sideways or with the tip toward themselves. Do not use the pointed end directly at the customer to avoid hurting the other person.

We must also answer customers' questions accurately. Answer enthusiastically, speak softly, and be specific. To answer customers' questions, we should face the customers and answer civilizedly. Don't ignore your head, or be vague and absent-minded, and do other things while answering. Be polite and don't bump into customers. Regardless of how naive or even "redundant" the customer's questions are to the salesperson, they should be answered politely, without showing a disdainful expression, or even ironically, these actions will hurt the customer's self-esteem.

If you have questions, you must answer them. Some customers ask questions from time to time or repeatedly ask a question, and sometimes several customers ask questions at the same time, which makes people wonder who to listen to. The sales staff should have full patience, calm down, and answer in detail. And it should be fair to deal with, and seek truth from facts. It's hard to win repeat customers like this.

When receiving multiple customers, do not take people by their age, gender, clothing, or appearance. Regardless of whether it is an old man or a child, same-sex or heterosexual, even if the appearance is plain, or dressed in ordinary, must be treated equally and equally. Because here they are all consumers, they are all God, and they may bring potential consumer groups. It must be done to welcome the guests with laughter, then one, two, and three. At this time you can use your expression to greet a third or more customers, so that they do not feel left out. When you have time to serve them, take the initiative to apologize, for example, "I'm sorry to keep you waiting." Under no circumstances should salespeople and customers quarrel. If this type of incident occurs, the mall should take the initiative to take responsibility, Don't let customers leave with a grudge.

Besides, warmly delivering customers, as the saying goes, "Sale is not a matter of love." Whether the customer chooses half a penny and spends nothing, or is happy to return. Say "Welcome back", "Goodbye" or "You walk slowly".

We have mentioned many times that enthusiasm must be moderate. It must be emphasized again here. As everyone knows, when it comes to receiving customers, the sales staff is always better than not. Not enthusiastic about customer service, and even rudeness and bad language hurt people, will make customers shudder. But if the enthusiasm is too much, it will also cause people to feel uncomfortable and directly affect customers' desire to buy.

In the workplace, you should be refreshed and have a natural expression. Don't frown and look sullen. Smile appropriately when the customer knows the product from you and asks for service, or exchanges eyes with the customer during the reception. When there is no customer, or when the customer is far away from you, the salesperson laughs secretly, and even silly, it is likely to scare the customer away.

In addition, some greetings must be used under certain conditions to take effect. For example, when a customer is looking at cosmetics by the shelf, she may just look at it, or she may be comparing it, without thinking of the sales staff to help. And a salesperson came forward and said, "What do you want? Or I'll take it out for you to try", it may interrupt the other party's thinking and lose the determination to buy. If the customer asks the clerk to work for him or give you a look, then you can give warm greetings. As long as the customer is not in direct contact with you, you only need to pay a little attention and ensure that you are on call. And you ca nt stare at each other all the time. Some sales people even like to discuss with their colleagues about customers hair styles, clothing, or follow-up. This will give customers a stark and very uncomfortable feeling. .

When talking to customers, you should not take calls, especially personal calls. Even if there is an indispensable call, be sure to resolve it with a few words, don't make a phone call in front of customers, and talk to me on the phone. Waiting is really uncomfortable.

Don't forget to create a "zero-interference" shopping space for customers, and require merchants and sales staff to actively work to reduce the disruption to customers during the shopping process to zero. Allow customers to shop freely, choose freely, buy comfortably, and get spiritual enjoyment when shopping.

Attention should be paid to the following: First, try not to take the initiative to sell goods to customers without request. The second is that if it is not necessary, don't follow the customer for a long time while browsing the product. Third, in a certain sales area, the number of shopping guides should not exceed the number of customers. If necessary, the extra sales staff can be temporarily withdrawn. All these are beneficial to let customers relax naturally in the store, and create a necessary environment for them to understand and purchase goods.

Medical staff

With the continuous progress of science and technology and the intensification of competition in the medical industry, the medical model has undergone tremendous changes. Medical work has evolved from the traditional "disease-centric" functional model to a "patient-centric" overall nursing model .

Elegant and healthy style, steady and moderate pace, natural and friendly smile, warm and thoughtful words will greatly affect your patients, stabilize their unbalanced mentality, arouse their desire for life, and awaken their yearning for beautiful things. Pursuing this will have an irreplaceable positive impact on the healing of disease and the recovery of health.

1. Appearance and beauty

Appearance is the basic part of emotional transmission. Therefore, the appearance of the nurse has a strong influence on the patient. Thick makeup, no rimming, and indifference to burnout, not only affect their own image, but also make patients feel distrustful.

Nurses should work with light makeup, natural, bright, refreshed, light makeup close to life, which can increase the patient's closeness and trust in you.

Dress should be solemn and decent. This not only reflects the professional characteristics of nurses, but also shows the temperament and image unique to nurses. The nurse's clothing should be skirt-based, neat and solemn, well-fitting, and about 5 cm above the knee. Underwear should not be exposed. Do not wear earrings, bracelets, rings and other hand ornaments. The shoes are uniform white and soft-bottomed wedge shoes. The socks are skin-colored stockings, and the bottom of the skirt is not exposed at the mouth of the socks.

Nurse cap. Keep the nurse's cap white, stiff, and wrinkle-free. When wearing a hat, you should organize your hair first. The hair should not be too high, too long, and too long. The hair at the ears should always be combed behind the ears. Cover your ears. Use a hair clip to fix it behind the cap. Disable the hair clip on both sides of the cap wings to maintain the image of the wings flying like a swallow.

2.Behavioural beauty

The nurse is the protector and guardian of life for human health. The behavior of the nurse has a very important influence on the patient's psychology.

Standing posture: Standing is the most basic activity situation for nurses, and it is the basis for maintaining good appearance.

1) Regulate standing with straight head and neck straight, two eyes looking up, jaw slightly retracted, abdomen and chest raised, arms hang down naturally, hold the left side of the four fingers of the left hand with the right hand, legs upright, lift the center of gravity. The distance between the two toes is 10-15 cm, and the heel distance is 5-7 cm, so that the five points of the back are on a uniform plane.

2) The natural stand is immediately placed with both hands on the basis of standard standing.

Walking posture: Most of the nurse's work is performed while walking. When walking, your eyes are looking straight ahead, your abdomen is tight, your arms are swinging naturally, the swing range is about 30 degrees, your feet walk on a straight line, your gait is light and stable, and your feet are strong. The two should walk past each other to keep 10 cm to prevent collisions and rudeness.

Trolley posture: When pushing the trolley, hold both sides of the handlebars of the car edge, lean the trunk slightly forward, stop when entering the ward, open the door with your hand, and then push the trolley to the patient bed.

Hold the medical record folder: Hold the medical record folder slightly in front of your left hand, and clamp it between the elbow joint and the waist. The leading edge of the medical record folder is slightly up, and your right hand naturally sags or swings. When you turn over the medical record folder, your right thumb and index finger slide from the gap to the edge. Gently open it up.

End plate posture: Take a natural standing posture, hold your elbows 1/3 of the bottom edge of the plate, hold the plate with your thumb and index finger, and support the bottom of the plate with the other three fingers naturally. The elbow joint is 90 degrees, so that the edge of the plate is away from the body. 3-5 cm, to keep the plate stable, do not tilt, do not put your fingers into the plate.

3) Sit in an end-to-end posture. Hold the upper edge of the back of the chair with your right hand, put your four fingers close to the outside, lift your thumbs inward, and lower them gently to keep the ward quiet. When you sit down, move your right foot back slightly and caress the skirt with your left hand. After sitting down, place the palms of your hands down on the thigh on the same side (or overlap the lower left and upper right on the left thigh towel), with the torso and thigh at 90 degrees, with your eyes looking up, your chest up, and natural generosity. When you stand up, With your right foot back slightly, stand up. When communicating with a patient, you should not sit on the patient's bed or talk to the patient who is standing. It is best to keep your eyes on the patient. This will make the patient feel kind, natural, and affectionate to you.

4) The nurse should learn to smile warmly and friendly. The smile of the nurse is a manifestation of love and can create a pleasant and trustworthy atmosphere for the patient.

Respecting the patient means being enthusiastic and caring, courteous in service, language civilization, attitude and kindness. In the communication with the patient, fully respect the patient's personality and dignity, and meet the patient's legitimate wishes and reasonable requirements. The specific performance is: respect the patient, care for the patient, do not discriminate against the patient, encourage the patient, understand the patient, and help the patient. In the ward and patrol, we must also achieve "four light", that is, talking lightly, walking lightly, operating lightly, and closing the door lightly.

3. The beauty of language communication

Speech is the voice of the heart, and the language is the mirror of the person. The language of medical personnel has the functions of "curing disease" and "causing disease", and is a tool for psychological treatment and psychological care. Therefore, an excellent medical staff must master the language of civilization. The voice should be clear, the tone should be gentle, and the meaning should be accurate, and strive to open up the emotional communication between medical staff and patients.

Language should be polite and modest. To create a polite, modest and polite image, we must pay more attention to the tone, tone and words.

Language must be emotional and confidential. For example, in the morning, walk into the ward and ask with a smile: "Good morning! How did you rest last night?", "How do you feel?" These are not simple greetings, but an emotional communication. Sometimes patients are more sensitive to some of their own conditions, so medical staff sometimes need to tell them in a euphemistic and implicit way to reduce their mental stress. At the same time, patients' privacy, physical defects and other unwillingness to disclose secrets, medical staff must fulfill the obligation of confidentiality.

1) Welcome word: The admission of the patient is the beginning of establishing a good relationship. The nurse should stand up, receive warmly, give the patient and family the necessary explanation and help, and escort the patient to the bed. When you leave the hospital, you should be sent to the entrance of the ward, say goodbye to the patient, say goodbye to the patient, please take the medicine on time, check in the clinic regularly, and wish you a speedy recovery and goodbye.

2) Nursing operation terms:

There are three types of explanations before operation, instructions during operation, and instructions after operation.

Explanation before the operation: Hello ××× According to your condition, intravenous infusion is needed now. Do you need to defecate now? Would you like me to help you prepare?

Guidance during operation: Would you please use your left hand if you extend your hand? Let me put on a tourniquet, please clen your fist. Yes, it works well. Don't worry, I will be very light. Please rest assured. If you do nt get a shot, apologize to the patient and say: Sorry, it s added pain to you ...

After the operation, I was instructed: You cooperate well, thank you. How do you feel now, please pay attention to the pain of the injection site, whether it is swollen, or something inappropriate on your body. The pager is right next to you and you can call me at any time. OK, now you can rest assured.

Driver staff

Fastening your seat belt is a preparation before driving. Before driving, you should confirm the destination with the passenger.

When old, pregnant and sick passengers are on board, they should travel steadily to ensure their safety and comfort. And when getting on and off, if possible, you should take the initiative to help.

If you need to pick up your mobile phone, you must stop first to ensure your own safety and that of other passengers.

Don't always "pass" the passengers in the back seat through the rearview mirror of the car, unless it's someone you can't be any closer to. Otherwise, it will always feel unnatural.

To keep the air fresh in the car, the driver must take the lead not to smoke in the car.

When passengers get out of the car, remind them to take their things.

It is common to chat with passengers to relieve boredom. But we have to pay attention to the topic of choice. Some popular topics like weather, local customs, special products, places of interest, and landscapes along the way can always be said. And topics like marriage, age (especially for women), wages, and even what to do here, etc., should not be asked about personal privacy. There are also gossip news, gossip news, and it seems vulgar to talk about.

When parked at a crossroad, park your car away from the sidewalk to avoid inconvenience to pedestrians. Even if the traffic lights have turned green, don't rush with pedestrians to avoid accidents.

When the car passes the puddle, you must pay attention to slowing down and avoiding. Do not splash water on pedestrians due to rapid exercise.

Now novice driver's car has obvious signs behind the car. There should be tolerance and understanding for new drivers. Don't honk the horn hard or follow too tightly, causing novices to become nervous and accidents.

Frequent honking of a car's horn for a short period of time, just like a person yelling, is very impolite. Not only does honking help in traffic jams, it can also be irritating.

Throwing things and spitting outside the car is also uncivilized.

Drivers should pay attention to their own clothing, don't think that the car is a private space, and forget about it, even some men drive shirtless in hot weather.

If you are a car driver, please also pay attention to:

After receiving the departure task, wait at the designated place 5-10 minutes in advance. When waiting for a car, never call or honk.

Guests should wait outside the car and open the door for them before getting on the bus. Use one hand to open the door and the other to rest on the top of the door. If a guest accidentally looks up and hits the top of the door, it is your hand and not the metal door.

In view of the special nature of the driver's work, it is necessary to strictly abide by the confidentiality system: don't say what shouldn't be said, don't ask what shouldn't be asked, don't listen to what shouldn't be heard. Otherwise, no matter from professional ethics, or from the system and legal level, it is not allowed.

Bus conductor

The job of a bus conductor is a window-type job, which to a certain extent represents the civilized image of a city. Therefore, it is necessary for the conductor to master some basic working etiquette.

If the conductor has work clothes, he should wear work clothes and work clothes should be clean and tidy to show his love and dedication.

Ticket conductors must not differ in their attitudes due to the different dress or identity of passengers.

The working language should be Mandarin, so that non-local people can understand your newspaper stand.

If the bus does not have an automatic stop reporting system, the conductor will take the initiative to report the stop to facilitate passengers' boarding and alighting.

When the car turns, the conductor should promptly remind passengers to grasp and help.

When a passenger has a dispute or quarrel, it should be promptly and effectively advised.

When a passenger's complaint is caused by a late car, the conductor must listen carefully, explain it patiently and objectively, and must not be impatient, ignorant, or just shirk responsibility.

When a passenger asks for a transfer route, if you know it, you should tell it as detailedly and clearly as possible, and don't say anything like "may" or "maybe" that makes the passenger's mind queasy.

Whether it is ticket sales or ticket checking, the conductor must be patient, civilized, and modest.