How to train property concierge about safety?

I only have etiquette training here, I hope it will help you! Property management etiquette training course ★ Preface

6? 1 As the saying goes, "No rules, no Fiona Fang", as a professional social person, you should not only know your own career, but also know the discretion in interpersonal communication. Because of your negligence, you often joke, which will seriously affect your work performance.

6? 1 This course introduces some etiquette in daily life, as a criterion for everyone to treat others and do things on weekdays.

Course demonstration technology

6? 1 scenario exercise

6? 1 teaching

6? 1 demo

6? 1 action

Course description

6? 1 Personal image expression in the organization is the cornerstone of building corporate image.

6? 1 A good corporate image can enhance people's sense of honor in the organization and increase work efficiency.

6? 1 mastering international etiquette norms can "strengthen personal quality internally and shape corporate image externally" and achieve a win-win situation for individuals and enterprises.

The Role of Etiquette Image in Property Management

6? 1 Image is propaganda.

6? 1 Image is service.

6? 1 Image is brand.

6? 1 images are benefits.

Related reference: etiquette training courses for employees of property management companies

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★ The connotation of business etiquette

The important role of personal image in corporate image

6? 1 Personal image is one of the most important components of corporate public image.

6? 1 Image is publicity, image is service, image is brand, and image is benefit.

6? 1 mastering international etiquette norms can "strengthen personal quality internally and shape corporate image externally" and achieve a win-win situation for individuals and enterprises.

Three Theories in the Application of Business Etiquette

6? 1 Two-way communication

6? 1 role orientation

6? The first round effect of 1

Role orientation

6? The role orientation theory of 1 points out that before serving the goal, it is necessary to accurately determine the roles played by both parties in the specific situation at that time. Only in this way can the service meet the requirements and be in place.

6? The role positioning of 1 includes: first, determine the role; Second, play a designated role according to social needs; Third, provide special services according to their specific roles; Finally, constantly adjust to meet the changing requirements of the public.

6? 1 For example, the owner communicates with you; To complain; Come to the management office for help; Please provide services; What role should we play?

First round effect

6? The first-round effect theory of 1 points out that people's understanding of the people, things and things they come into contact with in the first communication often plays an obvious or even decisive role in understanding the object.

6? The first-round effect of 1 consists of the following three theoretical viewpoints: first impression, psychological set and restrictive factors.

The first impression of the first round effect

6? 1 first impression rule: the first impression left to the other party often determines the success or failure of communication.

6? The first impression of 1 is formed in the first 30-40 seconds of communication, and the most important thing is the first 3-7 seconds.

Psychological stereotype of the first round effect

6? The first impression of 1 forms an understanding of people and things, which is mostly irrational and difficult to change.

6? 1 It takes more to change a bad first impression than to build a good one.

Restrictive factors of the first round effect

6? 1 A person's first impression of someone, something or something mainly comes from some important information obtained in communication and contact, and the judgment made according to these basic characteristics.

6? Personal aspects 1:

6? 1 Personal etiquette image = dress+accessories+appearance+manners

6? 1 Communication ability = language content 7%+ language expression 38%+ body language 55%.

6? 1 Facing things: perception, atmosphere, communication and personnel.

catalogue

6? 1 dress etiquette telephone etiquette

6? 1 gfd hospitality etiquette

6? 1 conversation etiquette business card etiquette

6? 1 etiquette, etiquette, civilization, etiquette

6? 1 work etiquette

Fashion etiquette

6? 1 As the saying goes, "A Buddha needs gold clothes, but a man depends on clothes." Clothing can reflect a person's social life, cultural level and all aspects of self-cultivation. At the same time, the dress of employees is also a culture, a language and an important part of the company's image.

Dress etiquette-Basic Requirements

6? 1 Simple and generous decoration: color, texture, style and collocation? 6? 1 Solemn decoration: avoid showing off, nudity, perspective and tightness? 6? 1 Clean decoration: avoid being dirty, torn, wrinkled and worn indiscriminately.

Dress etiquette-men's wear

6? 1 The first button of the professional suit uniform is buttoned, the shirt neckline is neatly buttoned, and the shirt cuffs can be 0.5-1cm longer than the outer cuffs of the suit;

6? 1 The tie is flat and straight, and the length must cover the belt buckle. The tie clip is clamped on the fourth button of the shirt from top to bottom;

6? 1 Don't roll up the sleeves and hem of trousers, and remove the trademark on the cuffs of suits.

6? 1 Wear leather shoes when wearing a suit, but casual shoes and travel shoes are not suitable.

Dress etiquette-women's dress

6? 1 ladies can wear suits, mainly in groups, with dignified and generous styles to avoid being too trendy and topless;

6? 1 Wear long pantyhose instead of short pantyhose when wearing a group uniform; Don't wear mesh or patterned pantyhose.

6? 1 Pay attention to hairstyle, clothing accessories and clothing collocation.

6? 1 jewelry should be simple and generous, and gorgeous and vulgar decoration can hardly give people a sense of trust.

Clothing etiquette-shoes and socks

6? 1 soles, uppers and sides should be kept clean. The vamp should be polished, preferably black, without damage, and do not nail metal palms; Male employees are not allowed to wear sandals to work, and female employees are not allowed to wear sandals that are too strange and fancy.

6? 1 The choice of employees' socks is generally matched with suits. The socks should be black or dark blue and dark gray, and the socks are slightly longer to avoid barefoot between the top of the socks and the pants when sitting.

6? 1 staff pants should be ironed straight, with clear creases and obvious feet;

6? 1 Even on leisure days, you can't wear shorts and suspenders.

decorate

6? 1 People who are neatly dressed, dignified and confident are more acceptable to customers;

6? 1 Good gfd is the external embodiment of the overall quality of the company, and it is the responsibility of every employee to keep gfd clean and tidy.

decorate

6? 1 Every employee should have a good appearance and mental outlook;

6? 1 Your body, face and hands must be clean, and you must take a bath and change clothes frequently.

6? 1 advocate gargling after meals, and don't eat smelly food before going to work to ensure oral cleanliness.

6? 1 Hair should be washed regularly to remove dandruff.

decorate

6? 1 Don't cover the ears and back collar, and don't perm or shave the hair of male employees;

6? 1' s female employees should comb their short hair neatly and fix their hair properly. They are not allowed to have long hair, comb their hair in a strange way and dye their hair except black.

6? 1 All employees must keep their clothes clean and tidy, dress according to the regulations and wear their work cards correctly.

decorate

6? 1 Female employees can wear light makeup at work, but not heavy makeup; All male employees are not allowed to wear makeup or grow beards.

6? 1 All employees are not allowed to wear exaggerated ornaments, long nails or bright nail polish.

Speech etiquette

6? 1 Your every move, your smile, your smile, your smile, your smile, your smile, your smile, your smile.

Etiquette-expression

6? 1 Smile. Keeping smiling is the proper expression of every employee.

6? 1 Be warm, cordial, true and friendly to customers and colleagues, and give sympathy when necessary.

6? 1 Be cheerful, full of emotions and natural and generous at ordinary times.

6? 1 When talking with customers, pay attention, pay attention to listening, nod appropriately, and don't look around, be absent-minded and insincere.

Speech etiquette

6? 1 Speak politely, modestly and accurately.

6? 1 should be natural and friendly, and don't put on airs.

6? The volume of 1 should not be too high or too low, lest the other party get bored or can't hear clearly.

Speech etiquette

6? 1 Don't use contemptuous and insulting language.

6? 1 When three or more people talk, they should use the language they all understand.

6? 1 Don't make excessive jokes between colleagues and customers.

6? 1 Pay attention to art, use honorifics, listen to each other patiently, and generally don't interrupt or interrupt each other's conversation.

6? 1 If it is necessary to interrupt, you should say "I'm sorry" first and then interrupt with permission.

Speech etiquette

6? 1 In case of emergency, you should always say "please wait a moment" and explain the reasons for leaving. When you come back, you should say "I'm sorry to have kept you waiting" and then continue to serve without saying a word.

6? 1 If you leave for more than 5 minutes, you should arrange other suitable personnel to receive it and apologize.

Etiquette and manners

6? 1 Gesture is a silent language. No matter standing or sitting, you should hold your head up and hold your chest high, and you should not have a sloppy posture because of fatigue.

6? People who are engaged in service work may be noticed at any time, so please don't forget whether your manners are proper or not.

Etiquette-Etiquette

6? 1 Standing posture: When a lady stands, her feet are V-shaped or T-shaped; The man's feet stand upright, shoulder-width apart. Arms are naturally vertical, weight falls on feet, shoulders are flat, head is straight, eyes are straight ahead, chest is raised, and abdomen is closed.

6? 1 (Don't stagger, lean forward and lean back, stretch, hunch over, shrug, put your hands behind your back, put your pockets, yawn, etc. during working hours. ).)

Etiquette-Etiquette

6? 1 Sitting posture: You must sit upright, don't cross your legs, don't put your legs on the armrest of the seat, don't cross your legs and don't take off your shoes. Put your knees in order and your heels in order. Don't stoop at your desk. It is not good to put your feet crossed and your arms bent on your chest. Don't think that under the table, you can hook your shoes around your toes without being seen. Casual attitude, the same ability to work will also be questioned, on the contrary, with a rigorous mood, natural posture also appears rigorous. The attitude towards work is the same. )

Etiquette-take the elevator

6? 1 When entering or leaving the office and elevator, you should take the initiative to go forward, first open the door or hold down the elevator and hold down the elevator button, and ask the guests, ladies or visitors who are traveling with you to go first.

6? 1 When taking the escalator, stand on the right, give the left passage to people in action, and don't block the passage;

6? 1 When seeing off guests, you should first block the elevator door with your hand and make a comity gesture with your other hand flat on your chest. Please go first.

6? 1 Stand aside in the elevator and make it as convenient as possible; Don't push and shove in the elevator, make a loud noise and affect the corporate image.

Etiquette and courtesy-serving customers

6? 1 When facing customers, don't put your hands on your hips or cross your chest, and don't put your hands in your pockets or swing from side to side at will. Don't scratch your head, scratch your ears, pick your nose, knock on the table, drum or play with other things.

6? 1 Don't eat snacks, hum songs, whistle, talk and laugh, throw things and touch things at work and when there are customers; Avoid customers when coughing or sneezing and say "I'm sorry".

Etiquette and courtesy-serving customers

6? 1 Do not show boredom, indifference, anger, rigidity, fear and other expressions when serving customers, and do not pose, make faces, stick out your tongue, blink your eyes, etc.

6? 1 Keep sincere eyes and eyes when talking with customers; The line of sight stays in the triangle between the other person's eyes and nose, and the time when the line of sight touches the other person's face should only account for 20-70% of the total conversation time. Keep a straight face and avoid squinting, scanning and peeking.

Etiquette and courtesy-serving customers

6? 1 You should stand outside the door and knock on the door for three times before entering the customer's or other people's office, and you can enter only after obtaining permission; If the door was closed when you came in, you should close it gently when you left.

6? 1 Don't use tools such as fingers or brooms to guide customers and others.

Etiquette and courtesy-serving customers

6? 1 Go quickly, but don't run in a hurry;

6? 1 When walking with others, you are not allowed to walk shoulder to shoulder, arm in arm or hug your waist.

6? 1 Greet customers politely or be humble;

6? 1 At the same time, let the customer go first when entering the door;

6? 1 Please step aside and say "I'm sorry"

6? 1 Don't rampage or be rude;

Etiquette and courtesy-public order

6? 1 Don't arrange personal clothes in public;

6? 1 Don't spit and throw scraps of paper.

6? 1 Dining, going out to visit and carrying out activities must be carried out in an orderly manner, and no scrambling or loud noises are allowed.

6? 1 Pay attention to self-control and keep your manners generous, decent and elegant at all times.

Work etiquette

Good work etiquette and mental outlook are the key to win customers' trust and improve competitiveness, and also represent the corporate image. It is everyone's responsibility to cultivate and maintain good work etiquette.

Work etiquette

6? 1 Smile and use honorifics. The word "please" comes first, and the word "thank you" never leaves.

6? 1 When you are in someone else's office or customer's office, you must knock at the door or ring the doorbell, and you can enter only after you get permission.

6? 1 When knocking at the door, tap the second joint of the middle finger with moderate force for three consecutive times. If there is no response, knock again after three seconds.

6? 1 Ring the doorbell for no more than two seconds at a time.

Work etiquette

6? 1 If you have any questions, problems, requirements and opinions from customers or visitors, please listen patiently. Under the principle of not violating the confidentiality system, answer any question and give an accurate answer (if you are not sure about the answer, you should apologize diplomatically, contact relevant personnel to answer, or leave a written record and reply within a time limit).

Telephone etiquette

6? 1 "Listen to his voice, but don't see him"

6? 1 Telephone contact can reflect a person's civilization and also represent the image of the company.

Telephone etiquette-answer the phone

6? 1 All incoming calls must be answered within three rings after one ring.

6? 1 Pick up the receiver and say, "Hello, XX Property Management Company, what can I do for you?" The tone is calm.

6? 1 When the other party asks for someone, they should answer "Please wait a moment".

6? 1 When the person you are looking for is not in, you should answer, "Sorry, he is not in now. Do you want to leave a message? " And make records.

6? 1 When the other party inquires about other telephone numbers, if they are public telephones, they should answer "OK, please wait a moment" and help them find them quickly.

6? 1 When the other party inquires about the cell phone or home phone number of the company leader, it should ask the leader himself.

Telephone etiquette-answer the phone

6? When talking with 1, one side of the microphone is about 5 cm below the lips. Try not to use the hands-free key.

6? 1 Say "goodbye" after the phone call, and don't put down the receiver forcibly.

6? 1 During office hours, it is generally forbidden to make (transmit) personal calls. If there is an emergency, don't talk for more than 3 minutes.

Telephone etiquette-transfer calls

6? 1 If you need someone to wait, first ask them if they are willing to wait. You can say, "Excuse me, I need to check this matter. Can you wait a few minutes? " Or "I'll call you later. What's your phone number? "

6? 1 If you can't solve the other party's problem and need to transfer, please politely say to him, "Please wait a moment and I'll transfer you to XX."

6? 1 If the transfer object is absent, make a phone call record for communication.

Telephone etiquette-recording telephone calls

6? 1 If the person the other party is looking for is not in, please ask the other party politely whether to leave a message, take notes if necessary, and repeat the main points to the other party.

6? 1 Try to ask the other party to leave complete information, including the other party's name, company name, telephone number, relevant reasons, telephone time, etc. , and recorded, timely communication.

Hospitality etiquette

Hospitality is a traditional virtue of China people, so what is the correct way to treat guests?

Hospitality etiquette-have a good trip

6? The correct posture of walking: balance, coordination, spirit,

6? 1 Don't bow your head, don't swing your arm, the amplitude is too large, your hands and feet are not coordinated, your steps are too big, too small or too loud;

6? 1 When meeting a guest, stop and stand sideways on the right side, and give way with a nod;

6? 1 When walking to work, you should generally walk on the right, not in the middle;

Hospitality etiquette-have a good trip

6? When guiding the guests in the 1 workspace, keep a distance of two or three steps in front of the guests, and make an angle of about 130 degrees with the guests, and keep the pace consistent with the guests;

6? 1 When guiding the guests up and down the stairs, go up the stairs and let the guests go first; Go down the stairs and let the guests walk behind;

6? 1 When guiding the guests to take the elevator, they should let them in first, not by themselves. When you arrive, get out of the elevator first and invite the guests out.

Hospitality Etiquette-Introduction

6? 1 On some occasions, you need to introduce others to each other. You should pay attention to:

6? 1: Introduce the younger to the older first.

6? 1: Introduce people with low positions to people with high positions first.

6? 1: First, introduce people who are not so reused to important people.

6? 1 If there are many people, it is best to introduce each other in order.

6? When introducing 1, don't point the finger at each other. The correct posture is arms slightly extended, palms up and fingers together.

Hospitality etiquette-handshake

6? When shaking hands with 1, the action should be generous, the time should be 3 to 5 seconds, and the importance should be moderate.

6? 1 When you meet a lady, don't take the initiative to shake her hand unless the lady reaches out first, so as not to appear frivolous and rude.

6? 1 When you meet an elder or officer, wait for the elder or officer to reach out first, and don't go forward first, so as not to be rude.

6? When shaking hands, 1 look at each other kindly and pause for a while. Don't look around and don't talk to others, which will make people feel rude.

Hospitality etiquette-handshake

6? 1 the taboo of shaking hands

6? 1 Shake hands with your left hand

6? 1 Shake hands with gloves

6? 1 Wear sunglasses to shake hands with people

6? 1 Shake hands with people

6? 1 Shake hands with dirty hands

Hospitality etiquette-seating order

6? 1 Seating arrangement during the conversation: If one end of the conversation table faces the main entrance, that is, vertically, the direction of the main entrance shall prevail, with the right side as the guest and the left side as the main party. If you need an interpreter to take notes, arrange to sit behind the host and the guest of honor respectively. As shown in the figure below:

Hospitality etiquette-seating order

If the conference table is placed horizontally, the direction of entering the door shall prevail, with the side away from it as the guest side and the side near the door as the main side. As shown in the figure below:

Hospitality etiquette-seating order

6? Seating arrangement in the conference room 1: the right side of the entrance is the guest seat, the left side is the chairman, and the one far from the entrance is the upper seat.

Hospitality etiquette-seating order

6? 1 Follow the principle of upper right, lower left, front and rear. Under normal circumstances, the right side of the driver's back row is the guest seat.

Business card etiquette

6? 1 Although the business card is small, it is a powerful recommendation tool, which can help you build interpersonal relationships.

Business card etiquette-exchange business cards

6? 1 Business cards should be taken out of the business card holder, preferably in the inner pocket of a suit, and never in the trouser pocket.

6? 1 Stand up and hand in your business card to show your respect for each other.

6? 1 Submit a business card from the other party's reading direction.

6? 1 Submit your business card with both hands and accept it with both hands. Be respectful.

Business card etiquette-exchange business cards

6? 1 Read the business card carefully when you receive it, and read the name of the other party on the spot to show respect. Ask for advice when you encounter unfamiliar words. If you call the other person by the wrong name, it will be embarrassing.

6? After exchanging business cards, 1 put each other's business cards into the business card holder in time, and don't fiddle with them in your hands.

6? 1 When you are talking, don't fold the other person's business card or throw it on the table at will, which is impolite.

Civilized and polite language

6? In the life of 1, polite expression can enhance feelings, reduce grievances, strengthen communication, and even play a role in minimizing major issues.

Civilized and polite language

6? 1 language civilization

6? 1 Speak Mandarin with elegant words and proper manners.

6? 1 courtesy

6? 1 greetings, thanks, apologies, goodbye.

Civilized and polite language

6? The volume of 1 should not be too high or too low, so as to avoid customers being bored or unable to hear clearly; When talking to more than three people, you should use the language you can understand.

6? 1 Do not imitate other people's language, intonation and dialogue.

6? 1 Don't make excessive jokes between colleagues and customers.

6? 1 Listen to each other patiently. Generally don't interrupt or interrupt each other's conversation. If it is necessary to interrupt, you should say "I'm sorry" first, and then interrupt with permission.

Civilized and polite language

6? 1 Do not contradict or ignore customers under any pretext.

6? 1 Pay attention to the customer's last name. Call them "sir", "madam" or "miss" before you know their surnames. When talking about a third party, you should not say "he", but "that gentleman", "that lady" and "that lady"

6? 1 Say "thank you" no matter what you receive from the customer. When customers say "thank you", they should answer "you're welcome" and have no reaction.

Civilized and polite language

6? 1 When talking with people, you should be serious and kind, express clearly, use proper words and pronounce clearly.

6? 1 Generally, it is spoken in Mandarin, but it can also be spoken in Cantonese or a foreign language under special circumstances.

6? 1 When talking to employees, customers should concentrate and listen attentively. No indecent actions such as picking your ears and nose or playing with other objects are allowed, and no boring behavior is allowed.

6? 1 Keep sincere eyes and eyes when you speak; Don't squint, glance or peep.

Civilized and polite language

6? Common expressions of 1

6? 1 excuse me; Please come in; Please sit down; Please forgive me; Please wait a moment; Please be careful; Please go.

6? 1 hello; Good morning; Good night; Welcome; Wait; Long time no see; Accompany; Visit; Please;

6? 1 Please; Thank you; Goodbye; Sorry; Sorry; You're welcome; You're welcome;

6? 1 excuse me; Excuse me; Please advise; Please come this way; After you; Please say;

Civilized and polite language

6? 1 address form

6? 1 Mr., Miss, Lady, Madam, Wife, Aunt, Uncle, Grandpa, Grandma, Children, Pupils

6? 1 greetings

6? Welcome to 1, congratulations on getting rich, and have a nice day.

6? 1 bon voyage, good luck and bon voyage.

Civilized and polite language

6? 1 technical terms

6? 1 Please rest assured; Please take care; Please follow me; Welcome; Welcome to come again;

6? 1 Please don't worry; Please speak slowly; Thank you for waiting; Thank you for your trouble; I hope you can be satisfied; Please say it again; what can I do for you? Are you looking for someone?

6? 1 What can I do for you? Glad to serve you; This is what I should do; Please tell me your requirements; I will try my best to help you; I will do something for you.

6? 1 smile! The whole world will smile at you!