Instrument: refers to the decoration of personal appearance, clothing, posture, etc.
Politeness: refers to an attitude;
Etiquette: it is the usual behavior that people follow;
Etiquette: refers to folk customs;
Ceremony: refers to the programmed activities on specific occasions.
Service etiquette: refers to the moral code of conduct that service personnel follow to show respect and friendliness to customers.
The principle of etiquette
Respect principle
observe the principles (of)
Moderate principle
Self-discipline principle
Basic ideas and theories of modern service etiquette
Win-win service concept
Role orientation
Professional ethics and personality
Third, the theory of respecting people
First round effect, last round effect, affinity effect, etc.
Master the best principles of interpersonal communication
Full of confidence
A calm attitude
Care for each other
Think from someone else's point of view.
Don't use criticism easily
Suit each other
Avoid unnecessary arguments.
Chapter II Detailed Rules of Service Etiquette for Guiding Nurses
1, manners and etiquette
1,
Nurses usually pay attention to their face, hair, eyes, ears, nose, mouth, arms and legs when grooming their appearance.
(1) face: clean, hygienic and natural.
(2) Hair: comb neatly without exposure, wear a working hat, with a moderate length and a proper hairstyle.
(3) eyes: clean and trim eyebrows.
(4) Nose and ears: Pay attention to the repair of nose hair and ear hair.
(5) Arms and hands: Pay attention to cleaning, do not leave long nails, do not apply bright nail polish, do not expose armpit hair, and do not expose shoulders and arms.
(6) Legs and feet: toes are not exposed in front, heels are not exposed in the back, and bare legs and feet are not allowed. Men should pay attention to leg hair. When wearing a skirt, the color of socks should be flesh-colored, and the skirt should be longer than the knee.
(7) Cosmetic decoration: elegant, concise, moderate and solemn, avoiding shortcomings.
Principle: it should be light during the day and thick at night; Work lightly and socialize strongly.
2. dress etiquette
TPO's dress code:
Dress should be coordinated with time.
Dress should be coordinated with the place.
Dress should be in harmony with the occasion.
Nurses' professional clothing:
1, how to wear a nurse's hat
Step 2 wear a nurse's uniform
3. nurse shoes's choice
4, the nurse table to wear
5, the choice of nurse socks
3. Etiquette and manners:
(1) basic posture:
Stand up straight, chest out and abdomen in, hips up, neck up, center of gravity on the palms of two front feet, eyes straight up, arms naturally drooping or crossing in front of your body.
(2) Basic posture:
Body coordination, graceful posture, leisurely pace, steady gait, moderate stride, even pace, walking in a straight line.
(3) Basic sitting posture:
Sit quietly, keep your back straight, keep your head steady and keep your eyes straight.
(4) Basic squat posture:
From standing posture to leg bending, the height of the body drops.
(5) The posture of the treatment tray: put your hands on both sides of the square tray, hold things with your fingers, and keep your hands as close to your waist as possible, with your forearms and upper arms at 90 degrees;
(6) Holding the medical record clip: grasp the middle part of the medical record clip by hand and put it on the inside of the forearm, forming an acute angle with the upper body;
(7) Walking posture of the cart: Hold the handle with both hands, apply force steadily, and observe the patient's facial expression and the patency of various pipes, so that the patient's head is beside the nurse.
(8) Pick-up posture: the upper body is straight, the feet are separated back and forth, the knees are bent, and it is not allowed to mop the floor with the nurse's uniform.
(9) Switch posture: open the door by hand. If you take things with your hands, open the door with your back. Close the door gently by hand when entering or leaving the ward.
14, when instructing patients: when both sides are side by side, left. In tandem, it should be located about 1 m in front of the patient's left.
15. Location when going up and down stairs: Whether going upstairs or downstairs, keep to the right.
16. Please sit down and come in and give some advice:
4. Service distance
Less than 0.5 meters, intimate distance
0.5- 1.5m, service distance
1-3m, display distance
Left front 1.5m, leading distance
More than 3 meters, standby distance
5. Expression norms
1, when communicating with patients, look kind and natural, don't be nervous; Appear sincere and enthusiastic. Don't be too intimate.
2. Greet the patient within 2 meters of the patient's line of sight, and smile and nod when contacting the patient's line of sight;
3. When smiling, the six upper teeth are exposed as the standard, the facial muscles are relaxed, the corners of the mouth are slightly upturned and the lips are slightly bent.
6, eye specifications
1, in the process of communicating with patients, you should pay attention to them and make patients feel that you are providing him with caring services;
2. When talking with the patient for a long time, you should take the whole face of the customer as the staring area, and don't stare.
3. On any occasion in the hospital, as long as you see the customers' eyes, you should greet them with your eyes, and you can't despise them or divert your attention.
7. Sound specifications
1, Tone: Choose a high note when making sound, which is full of vitality and is conducive to volume control.
2. Volume: Adjust according to the patient's volume.
3. Tone: soft, soft, clear and natural.
4. Speech speed: moderate;
8. Basic language
1. When greeting patients, send greetings.
2. Send a farewell message when the customer leaves.
3. When walking in the outpatient hall of the hospital, make eye contact with the patient, and send greetings.
4. When the patient's last name is known;
5, when talking with patients, always use polite language.
9. Terms of service
1. Welcome: Welcome.
2. greetings: hello/good morning/happy holidays
3. Farewell: Goodbye/Please take care.
4. Ask: Is there anything that can help you/me explain to your satisfaction?
5. Apologize: I'm sorry/sorry/please forgive me.
Thank you: Thank you for your cooperation.
7. Conclusion: Please walk slowly.
10, handling complaints
1, reducing patients' grievances:
I'll check it for you right away.
Would you please speak slowly? I'll take detailed notes.
2. Integrated architecture method
3. Empathy and appeasement: the application of 3F skills
4. Use more words like "we"
Article 3 Professional Etiquette of Guidance Nurses
One of communication etiquette: nurse and patient
1, treatment of patients:
Address by age:
Job address:
Address of inpatient:
2. Outpatient reception:
When general patients come to the hospital for treatment, nurses should warmly welcome them and introduce themselves according to their age.
If a fever patient needs to take his temperature, he should explain it to the patient.
If patients with fever and abdominal pain need biochemical examination, they should be explained.
While using civilized language, we should also pay attention to the language of lines.
3, receiving emergency patients:
Receiving emergency patients should have emergency ability, calm, rapid, agile and decisive.
Nurses should meet seriously ill patients or patients pushed by wheelchairs and flatcars and take decisive measures.
When comatose patients come to see a doctor, they should be pushed into the emergency room quickly and calmly, and ask their families about the situation as soon as possible and comfort them in time.
When a patient with trauma or fracture comes to see a doctor, the nurse should quickly assist the doctor to stop bleeding or fix the injured limb, and at the same time do a good job in explaining and comforting the patient.
4, to meet the hospitalized patients:
When you see a patient admitted to the hospital, you should stand up to face the patient and greet him with a smile. If other nurses are present at the same time, they should also look up and pay tribute to the patient.
Hand over the medical records with both hands.
Try to arrange for patients to sit down or enter their own wards to rest.
Introduce the patient's responsible nurse and bed doctor.
The nurse in charge first understands the patients' understanding of their own diseases and the idea of hospitalization, and then introduces the hospital rules and regulations and related health care knowledge to the patients.
5, send the patient out of the hospital etiquette:
When you know that the patient is about to leave the hospital, you should congratulate the patient and tell the hospital and ward contact numbers.
When the patient left, he was enthusiastically sent to a distant place.
According to the specific situation of the weather, give the patient intimate advice.
6, conversation etiquette with patients:
Respecting, loving and caring for patients is the principle of talking with patients.
When standing or sitting in front of the patient's bed, keep your eyes on the patient, smile, give priority to listening and avoid being absent-minded.
The topic of conversation with patients should revolve around the theme of "health".
When talking with old people, children and women, you can use appropriate gestures.
Don't talk loudly.
7, listen to the patient's conversation etiquette:
Listen to the patient patiently. The patient doesn't ask questions. It's best not to interrupt in the middle. Even if you interrupt, it is to understand the condition. In the process of listening, we should cooperate with modal particles such as "yes, um".
When the patient is talking to you, never tell the patient that you are impatient through some body language.
During the conversation, take a pen and notebook and take necessary notes.
During the conversation, you should be able to hear the voice-over of the patient and give timely answers.
8. Etiquette for nursing dying patients:
Don't talk or laugh when entering the ward, and the pace is light and steady.
Try to make the patient's lying position comfortable and talk to the patient according to his condition.
Depending on the specific age of the patient, supplemented by appropriate body language to comfort the patient.
Do a good job of family members.
9, treat the patient's privacy etiquette:
Should not involve privacy that has nothing to do with treatment.
Pay attention to where you talk to the patient.
Pay attention to maintaining the privacy of patients' hidden parts.
Keep the patient's secret.
10, other etiquette that should be paid attention to:
Handle patients' complaints to the hospital.
Answer the patient's questions about his illness.
Receive family members or friends who visit patients.
Instruct patients to abide by hospital regulations.
1 1, example etiquette demonstration in nursing process:
Infusion: go into battle lightly and push the treatment car to the bed by hand;
Check the bedside card carefully, confirm the patient and ask whether to go to the toilet;
Select the infusion site and input it after obtaining the consent of the patient;
Check the name again after disinfection and before injection to inform the patient that puncture is needed;
After the needle is fixed, set a comfortable position for the patient and ask if it is comfortable;
Help the patient pull up his sleeves and ask if there is anything else that needs help;
Pass the call switch to the patient and explain how to use it;
Push the cart out and close the door behind you.
The second part of communication etiquette: etiquette between nurses and collaborators
1. Etiquette when reporting illness to a doctor:
The content of the report is concise and clear, and the necessary written materials are prepared: record sheet, laboratory sheet, doctor's advice book, etc.
Knock politely into the doctor's office;
Make predictions and prepare necessary medicines and instruments;
When talking with patients in the ward, doctors should pay attention to whether the illness has a negative impact on patients when reporting their illness.
The second part of communication etiquette: etiquette between nurses and collaborators
2. Etiquette for calling the doctor:
Answer the phone within three rings;
Pick up the receiver, greet in time and report to the department;
Listen carefully to the name, unit and person you are looking for, and repeat it;
You should go up to the doctor and tell him softly.
Chapter IV Social Etiquette of Counseling Nurses
Official etiquette
Business card etiquette
Pass the business card with both hands, and let the words of the business card follow when handing the business card; When you receive a business card, you should say "thank you", read it carefully and collect it well;
The best place to put a business card is a business card holder or shirt pocket;
If you put your business card on the desk, don't press anything on it, and don't stack several business cards together;
If the business card is dirty, don't give it to others.
Visiting etiquette
Appoint a visit time in advance and arrive on time.
When you enter the door, you should greet people.
If it is an important work visit, you should mute your mobile phone in advance.
If it is an important work visit, pay attention to the placement of personal belongings.
It should be noted that the visiting time should not be too long.
Introduction ceremony
(1) Introduce yourself
Introduce the work unit, department, position and name.
(2) Introduce others
Imperative sentences and honorifics are often used in introductions.
Introduce the younger generation to the older generation.
Introduce men to women.
Introduce subordinates to superiors
Introduce the guests to the host.
If you need to introduce both sides, introduce the former first and then the latter.
Shake hands:
The initiative to shake hands is in the hands of four kinds of people: the master, the old man, the high-ranking person and the lady.
Handshakes are always worth responding to.
Correct handshake posture: stand up and stand with your feet together.
Hands on your waist, palms vertical.
Lean forward slightly
Smile and look at each other tenderly.
Matters needing attention when shaking hands:
Shaking hands should be standing and shaking hands;
When shaking hands, you should first take off your gloves and shake hands with your right hand.
Order: between the old and the young, the elder reaches out first; Between men and women, the lady reaches out first; Between the superior and the subordinate, the superior reaches out first. When the patient is admitted to the hospital, the nurse should shake hands actively.
Don't take too long, just 2-5 seconds;
Moderate strength, be careful not to cross your hands across the table.