On The Four Reception Skills Of The Office

< p > < strong > 1. Language should be appropriateness < /strong > < /p >

< p > doing a good job in the reception and reception of the masses must have a higher level of policy and a warm working attitude, especially if the receptionist needs to have a good eloquence.

As the saying goes, "language is the key to open the heart", "one word can make people laugh, and one word can make people jump."

Different languages will produce different effects.

Specifically, we must achieve the following: first, we must be precise, logical and infectious.

Two, we must recognize the object and not lose the principle and simply accommodate the petitioners.

Three, pay attention to propriety.

The judgement must be based on the fact that the conclusion must be accurate and the speech should be left with some leeway. It should neither exaggerate nor shrink. It should be reasonable and reasonable, and play the role of persuasion, persuasion, publicity and education.

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< p > < strong > two, personnel should distinguish < /strong > < /p >.

< p > different petitioners have different temperament.

Facing different petitioners, different reception language strategies should be adopted.

First of all, we need to look at the colors, analyze the differences, categorize them, and set them on the table. Then we should try to figure out their psychology, suit the remedy to the case, and adopt different methods of conversation.

First, face the "doubtful" petitioners, patiently explain.

We should educate, inspire, persuade and enlighten petitioners with the party's policies, state laws and regulations, and socialist moral values, help them distinguish right from wrong, dispel doubts and clarify right and wrong, treat correctly the relationship between individual interests and collective interests, and guide them to correctly apply and exercise democratic rights.

For petitioners with low knowledge level and poor understanding, they should visualize policies, use more cases around them, use mass language more, and use comparative thinking more frequently, making policies easier to understand and simpler to understand.

In particular, we should learn to see what petitioners say, and strive to shorten the psychological distance with the petitioners in a relatively short period of time, and get the recognition of each other, so that they admire you, trust you and accept you.

The receptionist is not only the propagator of policies and regulations, but also the guide of the masses to face specific problems. We should solve the specific problems raised by the masses with pertinence and patience.

The two is to solve the problems raised by petitioners with expectations.

In some cases, the petitioners may have looked for the parties concerned, but they have not been implemented.

Therefore, the purpose of the petition is to hope that their problems can be resolved as soon as possible.

As long as the petitioners' questions do not violate the relevant policy requirements, they must immediately coordinate and help them solve practical difficulties and avoid making any efforts. Regardless of the facts and policies, they make random statements and make a vow to accommodate the unreasonable demands and erroneous actions of the visiting masses.

Although this can bring peace to our eyes, it has laid a long-term hidden danger for instability.

Three, we should listen patiently to the emotional petitioners.

Generally speaking, such petitioners are highly excited and act fast.

Such petitioners are usually mentally flexible and emotionally changeable. When the receptionists' explanations do not suit their mood and tastes, they will be unhappy or even cry. But with a little relief, they can smile through their tears.

We should adhere to the policy of the party and the national law, to be patient and sincere, to guide them to look at the problem in a separate way, to make them overcome one-sided and blind problems, to overcome their one-sided and blindness, to be in a comfortable mood, to turn their thoughts into a clear rain, and to listen carefully to their complaints, to make a reasonable answer, to make their anger dishated, to avoid burning oil, to make public blame, and to lose control of their emotions.

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< p > < strong > three. Conversation should be emotional. < /strong > < /p >

< p > love is the lubricant and catalyst for the talk.

In the reception work, we must be anxious for the masses to worry about, worry about the worries of the masses, think of the masses, and make the masses feel cordial, happy and warm, and get the good will, trust and trust of the masses.

First, be polite to others.

It is necessary to change the style of yamen, which is difficult to enter, ugly and difficult to handle.

Petitioners come from the grassroots with their voice, wishes and demands. They come to anger or complain, or anger or hate, or cry or make trouble, or timid or hesitant, or grieving or complaining.

Regardless of the mood of the petitioners, the visitors should be civilized and equal treatment, put themselves in their place to think about it, be sincere, and use the courtesy language sincerely - "hello", "please seat", "please drink water", create a warm, harmonious and friendly atmosphere of the talks, eliminate the fear, formality and uneasiness of the petitioners, dilute grievances and anger, and create conditions for the petitioners to open their hearts.

For revisit people, because they are familiar with each other, in order to alleviate the atmosphere, they can start chatting at home from the beginning: "how is your health recently?" some can also say one or two jokes, but we must pay attention to propriety, which can not produce adverse effects.

The two is to suit people's needs.

The petitioners often fail to control their emotions, swearing, fidgety, crying and losing their lives in the process of presenting problems.

While doing a good job of receiving talks, the visitors should also grasp the "heat" and give out the cunning words without missing the opportunity, such as "things have already happened, and they will be resolved."

Please believe that we will seriously investigate and make a satisfactory reply and deal with it.

A "reassurance" at the critical moment can help the petitioners' hearts to be comforted, and their emotions will be stable. Even if they are not fulfilled, they will be satisfied.

At the end of the visit, visitors should not be taken lightly because of their success. They must feel relieved and strike a bit of hope when they rush to strike while the iron is hot. This will strike a deep mark on the hearts of the petitioners.

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< p > < strong > four, and the facts must be based on < /strong > < /p >.

< p > unclear facts is an important factor affecting the effect of the interview.

Practice has proved that there are many petitioners who objectively reflect the situation, but there are also some things that are added up, fabricated and distorted in order to achieve their own purpose.

For this reason, the receptionist should pay attention to the sense of propriety and distinguish right from wrong.

Before listening to the petitioners' statements, we must give a serious account of the objective reflection and the importance of providing the exact evidence for solving the problems, and the legal liabilities for distorting facts and slander, so as to raise the objective degree of the facts.

Be good at asking questions and find problems in questioning.

Some petitioners were prepared in advance to speak clearly and fluently, but the monkey's tail could not be hidden. Even the clever fabricators were bound to show flaws. The receptionists should ask questions about the flaws and let them go from "righteous" to "poor words". Finally, they had to tell the truth.

At the same time, the reception personnel should test the situation reflected by the petitioners according to the relevant historical and relevant knowledge and policy and legal provisions, so as to test the relevant provisions and historical facts of each period, so as to achieve the goal of eliminating the false and preserving the truth.

If necessary, the parties may be summoned to face confrontation, so as to verify the situation, eliminate misunderstanding, estrangement and resolve conflicts.

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