酒店管理培训--服务培训——人际交往对于服务行业的重要2016(叶予舜).docx

酒店管理培训 人际交往对于服务行业的重要

人际交往对于服务行业是非常重要的内容，如何进行人际交往提供了比较具有操作性的方法

(一) POLICY目的
1. "Always treats others as you would expect to be treated yourself."
“像你所期望的别人对待你的方式一样去对待别人。”
2. It is of utmost importance that all departments work and interact with each other in amenable terms in order to achieve our goal of establishing premier hotel.
为了达到我们的共同目标—使酒店成为最优秀的酒店，最重要的是各个部门应该相互协作与配合。
3. Team work is the key to success and everybody should respect each others contribution to the team .Fighting and abusive behavior undermines all sense of team work and causes dissension.
团队工作是成功的关键。任何人都要相互尊敬，都应该勇于向集体奉献。勾心斗角的不团结行为破坏了团队的和谐气氛导致团队的分裂。
4. If a problem occurs between departments, supervisors or managers should be contacted. At no time should an employee try to solve a problem because he/she could not have a full picture of the situation.
如果两个部门发生了问题，两个部门的经理应该很好的沟通。不要让员工去解决冲突，因为他/她不能了解事情的大概。
5. Always respect supervisors no matter which department they may be working in and they in turn will respect you. Know and understand your departments' organizational chart and the who’s who in the hotel.
不管是哪个部门的主管都要去尊敬他们，相反，他们也会尊敬你的。了解你部门的组织结构图并知道谁是谁。
6. If you disagree with a management proposal, does the job first, discuss it later? If you have a suggestion on improvements of service of the hotel or your department, channel them through your supervisors.
如果你不同意管理层的意见，先工作，然后再去讨论。如果你有好关于酒店或者你本部门的建议和意见，把它讲给你的主管和经理听。
7. The guest always comes first; therefore, personal considerations take second place at all times.
顾客永远至上。个人的利益次之。

(二) SCOPE范围
Operation Staff服务人员

(三) PROCEDURE程序
1. Body language肢体语言
- All of us are constantly communicating some kind of message, whether we are saying something or not. Our body communicates constantly and that our attitudes are communicated silently through our body language.
我们所有人都应该相互交换信息，不论是用语言表达或者其他方式。
- People unconsciously evaluate you according to the messages that you are putting across. That is why it is so important that the message will be conveying confidence. Our feelings of self-confidence are best transmitted by body language!
在你传达信息的过程中，人们据此也会不自觉的评价你。这就是信息表达自信的表现所在。最好的表达我们自信的方式就是我们的肢体语言。
2. Eye contact 目光接触
Looking directly at another person to whom you are speaking is an effective way of declaring that you are sincere about what you are saying, and that it is directed to that person.
3. Handshake握手
- A firm, steady handshake conveys confidence and sincerity.
结实而稳定的握手方式表达自信和真诚。
4. Touching接触
- Touch is an intimate expression, a desire to be closer. Or it may simply represent gratitude.
接触是一种亲密的表达方式，一种寻求接近的愿望。它可以表达谢意。
5. Body space 身体之间的距离
- Being too far certainly hinders the efficient flow of communication. But being too close is not too pleasant either. Search out the comfortable zone.
相距太远会阻碍双方的交流。但是太近也会让人不高兴。寻找最佳的距离。
6. Body posture 仪态
- The "weight" of your message to others will be increased if you face the person, stand or sit appropriately close, lean towards him/her, and hold your head erect.
当你面对某一个人，坐近某一个人，向他/她倾斜身体，昂起你的头时，你所传递的信息的分量会增加。
7. Facial expressions 面部表情
- Expression of the appropriate feelings in your face is important. Remember that a smile can overcome many problems.
适当的面部表情是必要的。记住：微笑可以解决很多麻烦。
8. Gestures手势
- Hand and arm gestures can be used to emphasize your message.
手和胳膊的姿势可以加强你的意思表达。
9. Voice characteristics声调
- Rate of speech should be evenly paced, not too slow or too fast; moderate volume is most clear and comfortable.
语速平缓，不快不慢；中等的语调让人感觉清楚和舒服。
10. Dressing style穿着打扮
- Dressing in your favorite outfit will make you more confident. Similarly a clean and well-fit uniform will make you look smarter.
穿上你最喜欢的衣服会让你充满自信。
11. Timing适时性
- An accurate timing will increase your persuasion power.
精确的时间性让你的讲话更具说服力。

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叶予舜 二〇一五年七月三日星期五