精品資料（2021-2022年收藏的）物業(yè)管理保潔員工培訓(xùn)講義

1、development of problem, insisted liberation thought, and times, set on new development concept of consciously confidence, do advocate innovation, and focused on coordination, and advocate green, and thick plant open, and advance shared. For in economic development new normal Shang of awareness error

2、s, deep awareness economic development new normal of objective inevitability, prevent one-sidedness, and simplistic, cannot to whether on himself favourable to judge new normal bad; cannot put new normal as a basket, what are to in loaded; cannot put new normal as haven, put work bad do, and didn

3、9;t dry good of reasons are due Yu new normal, for not officer, and not development find excuses. Actively promote the supply side of structural reforms and implement the CPC Central Committee defined "five pillars of policy" and "five priorities", implementation of the Central G

4、overnment, provincial party Committee and the major decisions and arrangements of the party support accelerated development of XX XX, a good grasp of Fujian construction of free trade zone area XX XX block major historical opportunity. (4) lead to overcome difficulty, dare to play. Dare not sword, b

5、efore major problems before dare not afraid to come forward for difficulties, crises, mistakes afraid to take responsibility, before the evil struggle before asking Problems, strengthen the sense of responsibility, to take charge. Don't want to under the new situation, not as good as issues, enh

6、ance vigor, growing new skills, new, do dry dry dry active, do we want to do good, and enthusiasm to take Shi Liuyin, grasping the iron mark implementation, promoter of reform and development, and a doer. Insist on seekingconjunction with the beginning of the 95 anniversary activities, focused sched

7、ule 1 party lecture. Encourages the party branch Secretary of the practice of party members give a Party lecture. Production line of advanced party members reported, their own experiences, enhance the attraction and appeal of party lecture. 4. Organization of online communication. Full use of the va

8、rious types of network media, time pushes learning content. Boot party communist networks, mobile phone, TV, micro-learning and distance education platforms. Boot party "member home" participation in networked learning, interaction and "three lessons", offline synchronization of

9、encouraging party members to carry out study and education, enriching the content of forms, expand the coverage of education. 5. carry out the responsibility. Each branch to effectively assume the main responsibility for organizational learning, timely understanding of party members and cadres to st

10、udy, identify and resolve symptoms and problems. Party Committee should do a good job leadership learning at the same time, guidance to branch based on the development of learning programmes, and urged the implementation of "three lessons" system and implementing learning requirements. To

11、take reports, customized research, participate in discussions, attend meetings of the Organization, such as supervision, and effective transmission of pressure. About consolidation of weak and lax party branches, through true strong team, promote transformation improving branch to issue that stands

12、out, to be dealt with first in place, further study and education. 6. play the lead role. Leadership, leading cadres should set an example, and to lead by example, layers of driven model, layer upon layer, formation of the shots, the overall general effect of linkage. Leading cadres should learn fir

13、st and be in front, asking others to do you first do it, asks of others and not themselves determined not to do, we cannot "lamp black", and "flashlight man as himself". To enforce a rigid double about the life of the system, lead study discussion, lead in talking about experienc

14、es, give a Party lecture, report, leading to participate in organisational life, democratic appraisal, lead in duty of due diligence, according to positions, contribute to role play with learning, promoting learning education solid and effective. 7. grasp the integrated. To stick around the Center,

15、serving the overall situation, the "two" combining education and completed various tasks, and implement the County "Thirteen-Five" combines planning, and the XX combination of scientific development and leaping development, both hands, two, avoiding "two peels". By stud

16、ying education, inspire party members and cadres undertaking enthusiasm, in establishing and implementing five development philosophy, solid industrial restructuring, deepening reform, poverty alleviation crucial, improving people's livelihood and other work in the front, for example. Promotion

17、of cadres work hard, aggressive, push development to test the effectiveness of educational work. Township two learn a do learning arrangements specific programme the Party (total) branch: for advance full strictly rule party, according to XX municipal on in city members in the carried out "lear

18、n Constitution Party rules, and learn series speech, do qualified members" learning education implementation programme, and XX municipal organization Department on "two learn a do" learning arrangements of specific1 “家務(wù)”與“服務(wù)”的定位1.1 員工角色與身份的轉(zhuǎn)換，多為中年婦女組成，不可將慣有操持家務(wù)作法帶入現(xiàn)場服務(wù)。1.2 面對不同公共服務(wù)場所，

19、物業(yè)設(shè)施，服務(wù)要求的改變。1.3 服務(wù)定位：服務(wù)性物業(yè)管理公司，一切以客戶為中心。一切包括：心態(tài)、出發(fā)點(diǎn)、作事方法、說話言語等等。1.4 明確“客戶永遠(yuǎn)是對的”的服務(wù)心態(tài)。1.5 用心服務(wù)，稱職管理。 以謙讓心態(tài)面對，無須分辨對錯。2 工作區(qū)域能源節(jié)約2.1 關(guān)注工作區(qū)域設(shè)施設(shè)備，水、電正常/離崗開關(guān)。2.2 不同季節(jié)、空調(diào)室門、窗進(jìn)出工作的關(guān)閉開啟。2.3 水籠頭跑冒滴漏。2.4 解決：舉手之勞/ 報(bào)告上司/ 甲方部門。3 環(huán)境關(guān)照，及時報(bào)告3.1 自覺將自己視為甲方的一員，一個層面看問題。3.2 關(guān)注一切，協(xié)助客戶，同時也創(chuàng)造有利于自身工作環(huán)境。3.3 細(xì)心、敏銳、高效4 倡導(dǎo)良好衛(wèi)生習(xí)慣

20、4.1 個人儀容儀表，符合服務(wù)及現(xiàn)場要求，務(wù)必達(dá)標(biāo)一致。例：頭發(fā)、布鞋、褲子、號牌實(shí)例。4.2 通過服務(wù)及個人良好形為的展示，創(chuàng)造高質(zhì)量的工作生活氛圍。4.3 從每個人做起，形成對比。5 工具的自我管理與集中管理5.1 工具管理體現(xiàn)服務(wù)質(zhì)量，管理水平。5.2 客戶很在意這，勿因小失大。5.3 堅(jiān)持“定點(diǎn)、歸位、整齊”原則。5.4 條件允許時隱蔽放置。5.5 區(qū)域劃分：物料倉庫/ 現(xiàn)場 ，不同管理點(diǎn)。5.6 一開始做對，形成習(xí)慣。6 預(yù)見性的報(bào)告6.1 同第“3”項(xiàng)內(nèi)容。6.2 現(xiàn)場可疑情況的提供與警覺。6.3 可疑情況均有義務(wù)向上司/保安反饋。7 藥劑正確使用7.1 對應(yīng)第“1”項(xiàng)，保潔工作專

21、業(yè)性強(qiáng)，面對不同物料。嚴(yán)謹(jǐn)、科學(xué)對應(yīng)，而非人人可“想當(dāng)然”操作（舉例）7.2 日常使用的常規(guī)藥劑識別：靜電除塵液、全能水、不銹鋼清潔劑，玻璃清潔劑、生堿等不同功效。（實(shí)物看、聞、識別）7.3 藥劑配備比例單位：加侖、升、如何確定。7.4 腐蝕性藥劑的分類，安全操作。8 垃圾堆放/容器的認(rèn)識8.1 垃圾處理：袋裝 密封 集中8.2 防止清理中玻璃等銳利物劃傷，事前注意分離，確定無礙。8.3 垃圾容器外觀、地面保持干燥、干凈，符合周圍環(huán)境（舉例）8.4 杜絕因忽視造成垃圾容器成為新的污染源9 告示牌、護(hù)欄、地墊分類與管理9.1 告示牌：每日常維護(hù)，定點(diǎn)、歸位，精制材質(zhì)，需細(xì)致操作。9.2 護(hù)欄：定

22、點(diǎn)、等距放置，收回移位時防止隕壞（鉤鏈特別關(guān)注）9.3 地墊：平鋪、平整，禁止重壓及亂卷拆，堅(jiān)持豎立放置，不得單一扯搬移。9.4 清洗時毛刷不可過重用力，防止膠線脫離。10 服務(wù)語言10.1 使用服務(wù)用主語，普通話：請、謝謝、麻煩您、對不起、好的10.2 言行符合服務(wù)現(xiàn)場要求，禁止以“家庭主婦”身份心態(tài)對應(yīng)現(xiàn)場服務(wù)。10.3 禁止使用地方用語，音量足夠聽到即可。10.4 禁止相隔數(shù)米，高聲招呼或叫喊。（舉例）10.5 禁止現(xiàn)場閑談或發(fā)牢騷10.6 總體語言要求：禮貌、有序、安靜。11 電梯衛(wèi)生及關(guān)注點(diǎn)11.1 電梯分類：客用電梯（觀光梯、手扶電梯），貨梯、消防梯。11.2 客用電梯：（1） 四

23、壁、控制板、標(biāo)識牌、廂內(nèi)滑槽（手扶電梯）（2） 手扶履帶、梳齒板、上下開關(guān)按鈕（防止失誤操作停機(jī)）、玻璃護(hù)欄。11.3 貨梯：每日早、日、晚三階段保持通暢，無雜物、垃圾、散落物。11.4 消防梯：與保安部溝通操作維護(hù)情況，不同對應(yīng)。11.5 全面禁止水流損壞電機(jī)，使用擰干或含水少工具保潔。禁止硬物或工具上的雜物劃/損傷材質(zhì)表面。11.6 清潔操作前，放置“暫停服務(wù)”或“工作進(jìn)行中”標(biāo)識牌12 交接、匯報(bào)、表述、記錄12.1 原則：及時、準(zhǔn)確、全面。12.2 24小時內(nèi)回復(fù)別人發(fā)出的問題和交托的任務(wù)。12.3 以“何時、何地、何人、為什么，結(jié)果怎樣”5要點(diǎn)進(jìn)行溝通。12.4 學(xué)會書面記錄，形成習(xí)

24、慣（例：我的承諾、交接班本、會議記錄本）。12.5 上司對書面記錄及時簽批，使下屬更明白工作要求與方向。12.6 全員努力學(xué)會書面報(bào)告與總結(jié)，跟上競爭要求。13 安全操作的自我防護(hù)13.1 意識先行，培訓(xùn)在前，預(yù)防為主。13.2 個人主義，一味經(jīng)驗(yàn)主義，老方法辦事應(yīng)摒棄。嚴(yán)格操作流程。13.3 涉及：藥水、機(jī)械、高空/高空操作、重物的搬移，電器接駁使用等注意。14 服務(wù)投訴處理14.1 處理原則：傾聽 ，耐心，友善，尋求努力解決，反饋，行動改善。14.2 全面傾聽，表示關(guān)注，不以爭辯出現(xiàn)。14.3 禁止：這不是我的事，漠不關(guān)心，不痛不癢。14.4 解決不了/判斷不明時，應(yīng)指引對方尋求其它方式或

25、渠道，耐心面對。14.5 涉及我方服務(wù)投訴，以“14.1”為原則，迅速行動，改善。14.6 所有投訴書面記錄，案例分析，全員改進(jìn)，防止類似再次發(fā)生。（舉例）說明：1主講人圍繞提綱，根據(jù)現(xiàn)場實(shí)際結(jié)合案例展開培訓(xùn)。2此為共同科目的培訓(xùn)。3專業(yè)對應(yīng)科目根據(jù)現(xiàn)場實(shí)際“一對一”培訓(xùn)。在人力資源部總經(jīng)理的領(lǐng)導(dǎo)下，負(fù)責(zé)集團(tuán)招聘、人事檔案、培訓(xùn)、員工職業(yè)生涯規(guī)劃、企業(yè)文化建設(shè)等的日常管理工作，協(xié)助總經(jīng)理做好人力資源的選聘、開發(fā)和利用，滿足企業(yè)發(fā)展對各級人才的需要。development of problem, insisted liberation thought, and times, set on new

26、 development concept of consciously confidence, do advocate innovation, and focused on coordination, and advocate green, and thick plant open, and advance shared. For in economic development new normal Shang of awareness errors, deep awareness economic development new normal of objective inevitabili

27、ty, prevent one-sidedness, and simplistic, cannot to whether on himself favourable to judge new normal bad; cannot put new normal as a basket, what are to in loaded; cannot put new normal as haven, put work bad do, and didn't dry good of reasons are due Yu new normal, for not officer, and not de

28、velopment find excuses. Actively promote the supply side of structural reforms and implement the CPC Central Committee defined "five pillars of policy" and "five priorities", implementation of the Central Government, provincial party Committee and the major decisions and arrangem

29、ents of the party support accelerated development of XX XX, a good grasp of Fujian construction of free trade zone area XX XX block major historical opportunity. (4) lead to overcome difficulty, dare to play. Dare not sword, before major problems before dare not afraid to come forward for difficulti

30、es, crises, mistakes afraid to take responsibility, before the evil struggle before asking Problems, strengthen the sense of responsibility, to take charge. Don't want to under the new situation, not as good as issues, enhance vigor, growing new skills, new, do dry dry dry active, do we want to

31、do good, and enthusiasm to take Shi Liuyin, grasping the iron mark implementation, promoter of reform and development, and a doer. Insist on seekingprogramme, and XX city learning education implementation programme spirit and town party implementation programme requirements, according to distinguish

32、 level, and has targeted solution problem of requirements, ensure learning education made effectiveness, Promotion of all party members and consciously respect the party Constitution, abide by party rules, armed with XI series of important speech by General Secretary head, guide, and promote the wor

33、k, be qualified party members and learning arrangements are hereby makes the following specific programmes. Learning requirements, on all party members to study the party Constitution and party rules and unify the XI series of important speech, General Secretary, speech learning series to deepen und

34、erstanding of the Constitution Party rules, Constitution Party rules in the deep insight series address the basic spirit and practical requirements. 1, Constitution Party rules learning of the party Constitution, a deep understanding of the party's nature, purpose, guiding principles, goals, org

35、anization, good style, grasp conditions, rights and obligations of party members, bearing in mind that oath, clear qualified party member criteria and conditions. Learning the code of self-discipline of the CPC, the CPC's disciplinary regulations, the Chinese Communist Party Member Rights Ordina

36、nce and so on, mastering self-discipline standards of "four must", the "four upholdings", mastering various types of disciplinary offence and punishment provisions. 2, and learning series speech to XI General Secretary series important speech reading (2016 version) and out povert

37、y work to dream into really-XI comrade in XX work during advocate practice line "immediately on do" documentary and XI General Secretary on "immediately on do" important discusses, for basic textbook, learning understand XI General Secretary series important speech of basic spiri

38、t, learning understand Central ruling acting political new concept new thought new strategy of basic content, learning understand XI General Secretary on Fujian, and A series of important instructions of the XX and XX of important ideas, inheriting and carrying forward the General Secretary during the XX's "sigewan" and "will do it right away" and other fine traditions and work style, mastery and improvement of self-cultivation, fulfill