How to train front-line staff of property?

First, four ways to do a good job in the training of property management enterprises

First of all, before the implementation of training, it is necessary to clarify the training objects of enterprises and classify them reasonably.

The personnel composition of property management enterprises can be basically divided into decision-making layer, management layer and operation layer. Due to the service characteristics of property management, its work content can be roughly divided into cleaning, greening, order maintenance, engineering facilities maintenance, special services and so on. In addition to the special requirements of professional training, employees, especially management cadres, are also required to have a high policy level. Therefore, when training employees, there are both the same requirements and personalized needs. The most taboo of training is the uneven level of training objects, because the design of training content is usually very targeted, and the same training content is often very different because of different audience groups.

From this level, we can divide the content of property management training into three categories: basic category, professional category and application category:

Basic category: mainly learning, understanding and mastering the relevant laws and regulations and basic operating procedures and methods of property management, which is the guiding knowledge and content of daily work.

Professional category: it mainly involves the professional knowledge and skills needed for specific work. This part of the content can be realized through the training of property management enterprises, such as on-the-job training of cleaning and greening personnel; However, it is not enough to rely only on the professional knowledge and engineering skills training of property management enterprises, but also need social basic education, academic education and vocational skills education to provide. Property management companies selectively recruit talents with required professional knowledge and skills, and supplement and enrich them through internal and overseas training.

Application category: mainly refers to the knowledge and skills that must be used to do a good job in property management, such as common sense of etiquette and communication skills needed to face customers. Because most of the positions in property management have the level of customer communication and service, there are corresponding specifications and skills requirements. In addition, this aspect should also include training for property management enterprises to implement certain management measures, such as implementation

The training conducted by ISO900 1 quality assurance system or enterprise CI image system for the purpose of implementing standards, and the training for the purpose of promoting enterprise culture, thus increasing enterprise cohesion and external divergence.

Secondly, the training course design should be targeted.

This not only means that trainers should be targeted, but also make reasonable arrangements for employees with different qualities, levels and requirements according to the company's management objectives and policies. For example, for the training of cleaning and greening personnel, it is not necessary to know the status of property mechanical and electrical equipment in detail. Because management-oriented and service-oriented people have different emphases, the requirements and direction of training should obviously not be the same.

Third, the teachers participating in the training should have both professional knowledge and enthusiasm for work.

The richness of professional knowledge directly affects the training content. Many property management companies have requirements in selecting teachers for training. Often hire some industry experts with rich theoretical and practical experience, or leaders in a certain field to train top managers; The training of the operation layer is also to hire professional engineers or experienced senior technicians as teachers. Enthusiasm is equally important for training teachers, which means whether teachers love the job or not, and whether they can seriously teach the contents of the training plan to the trained employees so that they can master it and use it flexibly in practice.

Fourthly, property management enterprises should establish a perfect evaluation system.

The effect of training should be obtained through the evaluation of teachers and students. Teacher evaluation is conducive to improving teaching quality; The evaluation of students' grades is to have relative constraints to ensure the learning effect. Because the training of enterprises is often free, informal and easy to become a mere formality, there should be a perfect assessment of students and a regular evaluation and inspection of teachers' teaching quality at last. For enterprises, the content and effect of training should also be related to the promotion and employment of employees, enhance the enthusiasm and initiative of employees to participate in training, and organically link the improvement of employees' quality with the improvement of enterprise development competitiveness.

Second, several misunderstandings in the training of property management enterprises

1.

Errors in the identification of training requirements. At present, many property management companies have too many subjective factors in the arrangement of training settings or training plans. Most of them are identified by the training department of the company, and the training plan is formulated and implemented after discussion and approval. This method is not perfect. Because there are many professional posts involved in property management, the personnel are complex and the level is uneven, it is difficult to reflect the actual situation and improve the overall effect of employee training by centralized training demand identification. The correct way of identification should be that individuals and grassroots leaders put forward training needs, and the training management department adds, subtracts, supplements and summarizes them.

2.

In the past, many property management companies paid too much attention to classroom teaching and documented procedures in the training process, which could not adapt to the actual situation of various property management and improve the interest and effect of employee training. We should teach students in accordance with their aptitude according to the actual situation. For example, on-site demonstration teaching for cleaners is more effective than issuing operation documents.

3.

To correctly handle the relationship between training and personnel training, it is far from enough to train professional property management talents with high professional quality. Property management is a highly practical subject, which needs a lot of practical experience accumulation and high comprehensive quality support besides basic theoretical knowledge. Therefore, we should organically combine training with practice, professional knowledge learning and comprehensive quality improvement.

4.

The assessment of training results and the evaluation of training effect should also be carried out according to the actual situation, giving trainees practical opportunities to make full use of what they have learned, which is the continuation and test of training work. The training of property management enterprises is a systematic project, and enterprise managers must attach great importance to the training of enterprises strategically, so as to guide and promote the healthy and effective development of enterprise training and truly make training permeate every process of enterprise management.