What is communication? Communication is the exchange of information and the interaction of ideas. Through the bridge of "communication", we and our customers can understand each other's ideas, positions and viewpoints, so as to achieve mutual understanding and trust, and finally reach the ideal other side of a harmonious community. So, how to communicate effectively, are there any skills and methods? The following are the communication skills and methods of property management personnel that I brought to you. Welcome to reading.
First, respect is not arrogant.
We are eager to be respected by others, but we must learn to respect others first. Our customers come from all walks of life and all groups. We can't judge a book by its cover. When you see the rich, you grovel, and when you see the poor, you look on coldly. People who don't know how to respect others will not be respected by others.
Second, enthusiasm is not indifference.
Property management is a service industry, and it is the minimum professional ethics for employees to maintain a warm attitude. The most taboo is to look cold and ignore. If you don't speak, you will offend the business owners. How can we "communicate"?
Third, honesty is not perfunctory.
In our work, we should be sincere and keep our word. Never "start a big business" or "make waves", nor fail to cash in afterwards or perfunctory things.
Fourth, politeness is not mean.
Politeness is the basic principle of social communication and the basic requirement of property management. Politeness first, politeness first. Never be sarcastic or sarcastic.
Five, not rigid
Adhere to the principle in the work, and act according to the law and regulations, but we should also be flexible as far as possible according to the actual situation without violating the principle.
Six, responsible for not shirking
We will do what we should do; This is our responsibility, and we will never shirk it. Win the trust of the people
Can we achieve "one ditch" by doing the above? Not necessarily. With correct thinking, we need correct working methods. So, what are the "communication" methods in property management?
First, the persuasion education law
Publicity, education and persuasion of laws, regulations and policies related to property management are the most commonly used methods in our work, but they are often ineffective. Intuitive and rigid preaching is a sign of incompetence.
It is natural to talk about laws and policies, but how to say it is very particular. Therefore, this method is often combined with other methods to be effective.
Second, the empathy method
"Love" and "being loved" are contradictory. As a manager, sometimes you have to change your perspective. What would you think if "I am the owner"? Feel his feelings in your mind. At the same time, you can also ask business owners to change their perspective. What should he do if he is a manager? Take care of each other, understand each other and solve contradictions.
Third, do as the Romans do.
Speaking Mandarin at work is a basic requirement. However, according to the service, if you don't scold the elderly, especially for some elderly people, it will often get twice the result with half the effort if you receive them in the same dialect. "Local accent, affection", the same dialect has been recognized emotionally. What's there to talk about? But remember: if you don't have the ability to speak dialects, you still speak Mandarin, otherwise you will be "parrot-learned" and self-defeating, and business owners will think you are mocking and sarcastic. Especially sensitive dialects, such as "Subei dialect", don't imitate them easily.
Fourth, avoid reality and be empty.
Sometimes, being straightforward and straight to the point will often intensify contradictions and freeze both sides. It's better to avoid reality, talk about topics irrelevant to the theme, such as weather and traffic, relax the atmosphere, and then find an opportunity to get to the point.
Fifth, vote for the law.
According to the temper and hobbies of the communication partner, you can talk more about topics of interest to the other party. If you like chess, then talk about chess; If you like traveling, talk about mountains and rivers; If you love your children, praise them more. Treating middle-aged women and praising her children is the fastest way to communicate. As the saying goes, a mother is more expensive than a child!
Sixth, the method of retreating for progress
Sometimes when you are blunt, don't add fuel to the fire, be greedy for temporary benefits, vent what you should say and what you shouldn't say, and only push the other side to the opposite side; It is better to retreat for progress, make a plan to slow down, make suggestions, eliminate firepower, wait for the right time, or change someone to communicate with the host.
VII. Compromise method
Sometimes you will meet unreasonable business owners. At this time, you need to always represent tolerance and generosity. Never answer blows with blows, tit for tat. But to be gentle and whisper. Be patient even if you are scolded. If you can't bear it, make a great plan. You must listen to what the ancients said.
In addition to the above methods, we can also use some non-verbal factors to strengthen the "communication" effect.
First, leave the scene of the conflict to talk.
The communication at the scene of the conflict can only be "touching the scene", and the more you talk, the more angry you get. The mentality can't be calm, and there may be bystanders, adding fuel to the fire and disrupting the situation. If possible, it is more beneficial to persuade them to leave the scene of the conflict and talk and communicate elsewhere.
Second, sit down and talk.
If you can sit down and talk, don't stand. "Please sit down" is not only polite, but also the basis for creating a harmonious atmosphere and facilitating communication.
Third, keep a proper distance and posture when speaking.
According to the psychological test, the average person should keep a distance of 1.5 meters when speaking. If you are too close, you will feel oppressive; if you are too far away, you will feel unfamiliar. Moreover, it is best for both sides to stand at a 90-degree angle, which is suspected of confrontation.
In short, the property manager should be a "saint", from astronomy and geography to chicken hands and garlic skin, from three emperors and five emperors to bird flu and foreign garbage, he should understand and learn a little. Accumulate a lot of hair, once needed, you can improvise and be natural and unrestrained. Of course, the most important thing is that the owners should maintain their enthusiasm for the property work and have a good impression on the owners. Only by firmly establishing the idea of "serving the people" and mastering the communication methods and skills mentioned above can we be consistent in appearance and be good at dancing with long sleeves. Otherwise, no matter how good the technology is, it can only be a show. "Laughing without laughing" is ugly.
Daily language and reception skills of property management personnel
Property management personnel should master the following daily expressions:
1. greetings: hello, good morning, good morning, good afternoon and good evening. After a difficult journey, you came back.
2. Welcome words: Welcome to your home, your room, your home and your guidance.
Congratulations, I wish you a happy holiday, a merry Christmas, a happy New Year, a happy birthday, a happy wedding and a prosperous fortune.
4. Farewell: Goodbye, good night, see you tomorrow, have a nice trip and welcome you to come again next time.
Thank you. Thank you very much. Thank you for your help.
6. Apologize: I'm sorry, please forgive me for disturbing you. It was rude.
7. Response: (1) After the visitor calls the host, reply: OK, OK, I see, thank you for your kindness. When others thank you for your help, you can say: You're welcome, that's all right, this is what I should do.
8 consulting language: when the host visits, he should stand up and say hello, such as "What can I do for you?" What can I do for you? When you do something for others or answer a question, you can say, "Do you have anything else?
9. Request: Please help us ... For example, when there is a vehicle collision, you can politely say, "Please help us maintain the scene!" Would you please ...? For example, when the security guard asks the guest to show his identification, the guest can say, "Help us with our work, will you?" .
10, negotiation ... What do you think? For example, if you can't handle some problems, you can say to the owner, "I'll tell you after I reflect your problems to the leader." Do you think this is still true? "
1 1, explanation: ... sorry, this is the company's policy. For example, when the security guard asks the guest to register, but the guest doesn't want to, he can say, "I'm sorry, this is the company's rule, please cooperate."
Reception etiquette of property management can help property management enterprises improve their service level and promote their development by providing a series of comprehensive, multi-level and professional means of property management.
When receiving the owners, the property service personnel should combine civilized honorific words with positive and enterprising spirit to create the best expression effect. It is impossible to do this well overnight. We need to keep learning, broaden our horizons, accumulate knowledge, start from little by little, focus on small things, see the spirit in details, persevere, and drip through the stone to produce good results.
Effective service and reception skills of property management for all kinds of owners
The Importance of Reception Etiquette in Property Management
First of all, reception etiquette can create a good image of property management enterprises.
Property services work for thousands of households, and service personnel directly deal with the owners. The etiquette performance and personal image of each property service personnel is the image of the property enterprise in the public, and the words and deeds of a property service personnel are bound to affect the survival and development of the enterprise.
Because all residents want to live in a beautiful, harmonious, comfortable and safe environment, the external image of property management enterprises is particularly important. In the service and management of property management enterprises, as well as in the communication with other departments and institutions, uniform dress, generous and decent manners, leisurely manners and manners of treating people can give people the most intuitive and vivid impression.
Property management enterprises have a good image, won the support and trust of the majority of households, and will be in an invincible position in the fierce market competition.
Second, reception etiquette can improve the service level of property management.
The competition of modern enterprises is not only the competition of technology and hardware equipment, but also the competition of owners' good experience of property management services. When buying a house, many owners not only pay attention to the hardware environment such as houses, resources and facilities, but also reproduce the soft environment such as scientific management, integrity, good character and good manners of property management enterprises and their employees.
Every move, word and deed of employees in property management enterprises directly represent the interests and image of the enterprise, and it is also an important measure to test the management and service quality of the workforce. Therefore, during working hours, managers should use cards and languages uniformly in dressing the. Be affable, dignified and polite when receiving owners (users) and guests.
Third, reception etiquette can enhance the enterprise cohesion of property management personnel.
In the increasingly fierce market competition, in order to better establish their unique image, more and more property management companies have introduced various measures of corporate culture, such as corporate image design, corporate songs, corporate slogans, corporate logos, corporate uniforms and so on. , clearly show the entrepreneurial spirit and elite concept to employees and the public.
At the same time, many property management companies hold various ceremonies, such as the opening ceremony, the celebration ceremony and the occupancy ceremony of the first owners, which can inspire employees' morale, stimulate their sense of identity and belonging to the enterprise, form cohesion and dedication, and lay a solid foundation for the development of the enterprise.
Fourth, reception etiquette is a good helper for property management to promote social interaction.
Reception etiquette can help property managers to convey friendship and goodwill in the process of communication with the owners, and can well show the friendship and respect between the owners and the property.
There are countless relationships and connections between property management enterprises and government departments, as well as between property management enterprises and socialized professional companies, so it is increasingly necessary for property management to establish good social communication relations. Etiquette is entering the social life of property management enterprises with a new attitude, grasping the owner's psychology and doing well the reception etiquette of property management.
When receiving a property visit, the property management personnel should be able to quickly judge the type of the owner, understand the psychological status and needs of the owner as much as possible, so as to find ways to meet him moderately and promote the realization of the business objectives of the enterprise.
Reception strategy of property management service
Analysis of psychological types of owners;
Depressed owners
This kind of owner's mood doesn't change much, he is cautious in language, careful in action, and unwilling to communicate with others. They all act according to their own psychology. This kind of owners often find fault with small problems in property management.
Reception method of property management: give the owner some space, but when the owner needs assistance, he should be proactive and have enough patience to communicate with the owner.
This kind of owners are lively, easy to transfer and good at communication, but their views and opinions are unstable.
Property management reception method: be enthusiastic and proactive to the owner, answer the questions raised by the owner professionally and confidently, and give the owner more relevant opinions and suggestions.
Silent master
This kind of owner's mood is not too exposed, and his expression has not changed significantly. On the contrary, they are calm and slow, steady in action, simple in language, good at controlling themselves and opinionated. The ideas they form are often difficult to correct, and it is even more difficult to communicate with each other.
Property management reception mode: catering to the owner's point of view, mainly providing patient service without urging the other party. Give the host a certain space and take the initiative to serve when the host needs help.
Export-oriented owner
This type of owner's emotions and feelings are obviously exposed, easy to express, easy to promise and regret, and impatient.
Property management reception method: property management personnel need to talk about problems in a stable mood, and don't provoke him, otherwise they will be reckless.
In the process of property management, property managers should determine the types of owners' needs according to their social status, different ages and different levels of service needs, and do a good job in management services.
In short, the competition in the property market is the competition of owners. With a good group of owners and strong management strength, enterprises will create their own characteristics and develop and grow in property management.
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