● 1, understanding and respect
Everyone needs to be understood and respected. Understanding and respect should include understanding and respecting tourists' religion, culture, customs, habits, interests and privacy. To understand and respect tourists, the most important thing is to understand their needs and respect their wishes at the moment.
●2. Initiative and enthusiasm
Due to the complexity of on-site volunteer service, we will inevitably encounter some thoughtless problems or temporary tasks. At this time, as front-line staff, we need to be enthusiastic and proactive.
●3. Sincerity and tolerance
Sincerity is the most precious thing in interpersonal communication. We should be honest with others, not insincere and duplicitous. Only in this way can we communicate with each other and win the understanding and respect of others. Tolerance means magnanimity, that is, being able to tolerate different personalities and being good at dealing with people from different backgrounds.
When dealing with foreign tourists with different cultural backgrounds, volunteers should not only be warm and friendly, but also have a good proper limit. You know, you must be careful of tourists. It is good to respect the special cultural background of tourists, but it is not appropriate to show too much concern for tourists with different cultural backgrounds. Paying too much attention to tourists' living habits and customs, and deliberately avoiding tourists' urgent help, sometimes make tourists feel unnatural, and even make them feel too lenient and get in the way.
●4. Patience and persistence
As volunteers engaged in the volunteer service of the World Expo, they all come with the desire to contribute to the World Expo, and they all hope to make tourists happy and satisfied through their own efforts. However, the World Expo has been postponed for six months, and a large number of tourists and heavy work tasks make volunteers feel tired at work and need to vent their emotions. Therefore, establishing the concept of patience and persistence will enable volunteers to consistently provide quality services to tourists.
Second, the basic requirements of communication and civilized manners
● 1, basic communication requirements
(1) Listen actively
Many times we misunderstand or react wrongly in communication because we don't really understand each other's meaning. We should really and effectively listen, not only to what the other party says, but also to observe the other party's expression, behavior and body language, and more importantly, to understand the other party's mentality with heart. We should temporarily give up our prejudice and subjective imagination, concentrate on understanding the content of the other party's speech, and find out the views and feelings that the speaker wants to express.
(1) Active listening is a whole-hearted process.
To realize active listening, we must first have patience, concentration and an open mind. As far as conversation in daily life is concerned, not all words contain important information, and our thinking speed is four to five times that of speaking. Therefore, if you can't keep enough patience in conversation, you will be distracted and lose concentration. The first way to improve listening skills is to eliminate interference from inside or outside as much as possible. You must listen attentively to the speaker and listen patiently to understand what the other person said, what he didn't say, and the attitude and meaning represented by his words.
② Observe body language.
Any action, especially sudden action, can show a person's inner state. In the process of communication, we should constantly observe each other in order to make the most accurate judgment possible.
When you notice popular signals, especially when they appear in strings, you should try to keep this trend. The following are common positive body language:
Nod thoughtfully.
● The body faces you.
Fully understood low echo
● Touch your chin.
Open your hand.
Low slightly raised his head.
● Close to you
Stand/sit side by side with you
When you find any negative body language, whether isolated or in a string, you should pay attention to check which words and deeds are offside when you get along with others, how you should explain these things from different angles, and how you can help them understand your point of view. The following are common negative body language:
● The soles of the feet keep beating.
● Stay away from you
Look at the sky.
● Pace back and forth
Touch your neck.
● Put your hands on your head.
● Hold hands tightly.
● Comb your hair by hand.
● Twist your hands.
● Put your hand on the lapel of your coat.
2) Express clearly
Answer the questions and make sure the information is accurate. Generally speaking, language expression habits are formed in a long time. The following methods are helpful to improve the accuracy of Expo volunteers' expression.
① Use Mandarin, and be careful not to use "Mandarin" with local characteristics.
Mandarin, or "modern standard Chinese", is the symbolic language of China's going global. The use of Putonghua is the basic requirement for volunteers to communicate. I believe that most volunteers can communicate in Putonghua, so we need to pay special attention to those "Putonghua" with local characteristics, especially when it comes to keywords such as place names and names, so as not to cause misunderstanding.
(2) Constantly observe each other's acceptance.
In the process of answering tourists' questions, we should always observe each other's expressions and body language, so as to judge whether our words are correctly understood. After answering the question, ask, "Excuse me, are you satisfied with this answer?" Or: "Excuse me, is there anything else we can do for you?" This will make tourists feel more intimate.
(3) Praise
We know that people tend to treat us the way we treat them. You are rude to others and others are rude to you; You are polite to others and others are polite to you; You are considerate of others, and others are considerate of you; You respect others, and others respect you. This is the law of reciprocal relationship in psychology. We need to master some basic methods of praise. For example, for different people, the content of praise should be different: among peers, we might as well focus on ability, knowledge, thought, work and cultivation; For elders, we should pay attention to praise their experiences, achievements and health.
●2 Basic requirements of civilized etiquette
As a volunteer, the premise of observing civilized manners is to pay attention to maintaining a good personal image. Instrument, including appearance, posture, manners, personal hygiene, etc. It should be beautiful, clean, hygienic and decent. A clean, dignified and friendly appearance will leave a friendly first impression on tourists, thus winning a good start for the later service work and helping to create a pleasant service atmosphere.
(1) hair modification
When we face tourists, hair can easily become the focus of attention. Whether the hair is neat or not will directly affect the tourists' evaluation of us. In order to ensure the neatness of our hair and maintain the image of volunteers, we should consciously wash, trim and comb our hair in time. In hair style, it should be noted that the length of hair should be appropriate and the style of hair style should be solemn. It is best to choose a simple and bright hairstyle. Should not be too fashionable, especially should not be unconventional.
(2) facial modification
Facial grooming should be clean, hygienic and natural. When on duty, be sure to keep your face clean and fresh. Ladies try not to wear makeup or light makeup, so as not to stain their faces because they are too tired to handle makeup, which will lead to poor image.
(3) limb modification
It is very important for volunteers to keep their hands clean in voluntary service. Dirt, ink, printing oil, oil stains and other colors on your hands should be cleaned. Wash feet frequently, change shoes and socks frequently, and cover them frequently. When volunteering, you must wear socks. Generally do not wear open-toed sandals or slippers. You should also pay attention to manicure.
(4) Dress code
Standardized dress is an important manifestation of volunteers' good manners. Volunteers need to do the following in terms of dress:
● Finishing. Uniforms are our work clothes, symbols that distinguish us from others, and navigation marks that help tourists find us. As long as people are working, we should wear uniforms.
● Standard dress. Volunteers should wear uniforms as required. Try not to wear too many accessories except the prescribed uniforms and decorations.
● Change clothes frequently. Clothes are clean and tasteless, which is the most basic requirement for volunteers.