司机礼仪培训课件

1、2010.5.20.司机礼仪礼仪培训主要内容出车前的准备 二车内环境维护三迎客上车礼仪 四司机基本礼仪 一不受欢迎的举止 五一、基本礼仪2.电话礼仪M23.仪态礼仪M34.交通运输服务礼仪规范M4M11.见面礼握手礼 中美两国元首握手09.11.17握手礼（1）谁先伸手“尊者决定”原则公务场合，取决于职位、身份；社交、休闲场合，取决于年纪、性别、婚否。（2）如何握手三五秒种以内，握两三下即可；“欢迎您到呼伦贝尔来”，“一路辛苦了”，“祝您旅途平安”。握手礼（3）握手的基本要求站立握手，不要用左手。注视对方，微笑致意或问好。一定的力度（2千克），时间一般以35秒为宜。年轻者对年长者时应稍稍欠身。

2、可用双手迎握。男士一般只宜轻轻握女士手指部位。 脱帽，切忌戴手套握手或戴墨镜。人多时应顺序进行，切忌交叉或争先恐后。在握手时不要将另外一只手插在衣袋里或拿着东西而不肯放下。不要在与人握手后，立即揩拭自己的手掌。在任何情况拒绝对方主动要求握手的举动都是无礼的，但手要干净。介绍礼仪自我介绍他人介绍介绍礼仪（2）他人介绍的礼仪顺序“尊者优先”的原则称呼问题 先把年轻者介绍给年长者； 先把职务低者介绍给职务高者； 如果双方年龄、职务相当，则先把男士介绍 给女士； 先把家人介绍给同事、朋友； 先把未婚者介绍给已婚者； 先把后来者介绍给先到者。 称行政职务、技术职称、行业称呼（护士、老师等泛尊称）或名字，

3、或亲属称谓。 时尚性称呼：“先生”、“小姐”、“夫人”、“女士”；特别是外国人更习惯使用。 不用简称。2.电话礼仪标准问候语：电话铃响几声内接起？谁先放下电话？什么时间打电话？每次通话时间？注意场合公共场所、机场 您好! 公司名字（XX部门）， 我能为您提供帮助吗？ 3.仪态礼仪应当避免的站姿东倒西歪、耸肩勾背、倚靠墙面、桌椅无精打采、懒洋洋；抖动或晃动漫不经心或没有教养两腿交叉站立不严肃；注意手位，不宜：叉腰（进犯之意）交叉抱在胸前（消极）插入口袋（拘谨小气）玩弄小物品（打火机、钥匙、衣带等）3.仪态礼仪坐在办公桌后面4.交通运输服务礼仪规范 特别提示： 在交谈时，要精神饱满，表情自然大方，

4、和颜悦色，面带微笑，正视对方。 服务态度在上，不以乘客穿着或身份不同有所区别。 乘客投诉时，要认真，耐心、客观地解释，不可不理睬或推卸责任。注重个人形象（1）热情服务乘客（2）维护交通工具整洁（3）注意行驶安全（4）二、出车前的准备1.车辆检查轮胎气压，车轮状况，喇叭是否有效，刹车，发动机，仪表工作是否正常，不开问题车上路。检查燃料，润滑剂，冷却液，制动否充足，是否达到全天运行的要求。 车辆清洁。 调节好车内温度。 汽车内不要存放打火机等易燃，易爆物品。 三、车内环境维护1.保持空气清新2.车用香水3.垃圾处理四、迎客上车礼仪1. 公务车坚守岗位，不私自外出或私自出车。提前510分钟到达指定地

5、点。即使到了约定时间，也不可以催叫或鸣笛。礼仪要求：为贵宾开关车门。司机座位后排右侧座位是上座。主动协助客人拿放行李，但客人的手提包，公文包，坤包除外。旅游车类的汽车，则由导游员迎客上车。43218765车门五、不受欢迎的举止1.盯视他人2.车内窃笑3.乱用手势（1） 注意区域性差异（2） 要注意的手势掌心向上的招手动作竖起大拇指。例外情况，如在美国和欧洲部分地区的人看来，表示要搭车，德国人用来表示数字“1”，日本人表示“5”，澳大利亚人表示骂人。和别人说话的时候把拇指翘起来反射指向第三者，是对第三者的嘲讽。OK手势。源于美国，表示“同意”，“顺利”，“很好”的意思，而在法国表示“零”或“毫无

6、价值”，在日本是表示“钱”，在泰国表示“没问题”，而在巴西表示粗俗下流。V开手势。源于英国。掌心向外，表示胜利。如果掌心向内，就变成骂人的手势了。拳掌相击。意大利，智利及其他许多地方的人以此表示诅咒语，但在国内多表示为自己鼓劲或叫好的意思。指引，指示。 避免当众搔头皮，掏耳朵，抠鼻子，咬指甲，剔牙齿，手指乱写乱画，玩饰物， 避免指手画脚，手势动作过多过大。递送物品。 五、不受欢迎的举止4. 司机人员“反客为主”5. 往车外扔垃圾,吐痰6. 车内吸烟7. 行驶中使用手机8. 从后视镜盯视9. 其他行为如修剪指甲 、打嗝、打喷嚏等。播放音乐时，不低俗；乘客休息时，注意音量。 谢谢各位！2010.5

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