司機(jī)禮儀培訓(xùn)課件

1、2010.5.20.司機(jī)禮儀禮儀培訓(xùn)主要內(nèi)容出車前的準(zhǔn)備 二車內(nèi)環(huán)境維護(hù)三迎客上車禮儀 四司機(jī)基本禮儀 一不受歡迎的舉止 五一、基本禮儀2.電話禮儀M23.儀態(tài)禮儀M34.交通運(yùn)輸服務(wù)禮儀規(guī)范M4M11.見面禮握手禮 中美兩國元首握手09.11.17握手禮（1）誰先伸手“尊者決定”原則公務(wù)場合，取決于職位、身份；社交、休閑場合，取決于年紀(jì)、性別、婚否。（2）如何握手三五秒種以內(nèi)，握兩三下即可；“歡迎您到呼倫貝爾來”，“一路辛苦了”，“祝您旅途平安”。握手禮（3）握手的基本要求站立握手，不要用左手。注視對方，微笑致意或問好。一定的力度（2千克），時(shí)間一般以35秒為宜。年輕者對年長者時(shí)應(yīng)稍稍欠身。

2、可用雙手迎握。男士一般只宜輕輕握女士手指部位。 脫帽，切忌戴手套握手或戴墨鏡。人多時(shí)應(yīng)順序進(jìn)行，切忌交叉或爭先恐后。在握手時(shí)不要將另外一只手插在衣袋里或拿著東西而不肯放下。不要在與人握手后，立即揩拭自己的手掌。在任何情況拒絕對方主動要求握手的舉動都是無禮的，但手要干凈。介紹禮儀自我介紹他人介紹介紹禮儀（2）他人介紹的禮儀順序“尊者優(yōu)先”的原則稱呼問題 先把年輕者介紹給年長者； 先把職務(wù)低者介紹給職務(wù)高者； 如果雙方年齡、職務(wù)相當(dāng)，則先把男士介紹 給女士； 先把家人介紹給同事、朋友； 先把未婚者介紹給已婚者； 先把后來者介紹給先到者。 稱行政職務(wù)、技術(shù)職稱、行業(yè)稱呼（護(hù)士、老師等泛尊稱）或名字，

3、或親屬稱謂。 時(shí)尚性稱呼：“先生”、“小姐”、“夫人”、“女士”；特別是外國人更習(xí)慣使用。 不用簡稱。2.電話禮儀標(biāo)準(zhǔn)問候語：電話鈴響幾聲內(nèi)接起？誰先放下電話？什么時(shí)間打電話？每次通話時(shí)間？注意場合公共場所、機(jī)場 您好! 公司名字（XX部門）， 我能為您提供幫助嗎？ 3.儀態(tài)禮儀應(yīng)當(dāng)避免的站姿東倒西歪、聳肩勾背、倚靠墻面、桌椅無精打采、懶洋洋；抖動或晃動漫不經(jīng)心或沒有教養(yǎng)兩腿交叉站立不嚴(yán)肅；注意手位，不宜：叉腰（進(jìn)犯之意）交叉抱在胸前（消極）插入口袋（拘謹(jǐn)小氣）玩弄小物品（打火機(jī)、鑰匙、衣帶等）3.儀態(tài)禮儀坐在辦公桌后面4.交通運(yùn)輸服務(wù)禮儀規(guī)范 特別提示： 在交談時(shí)，要精神飽滿，表情自然大方，

4、和顏悅色，面帶微笑，正視對方。 服務(wù)態(tài)度在上，不以乘客穿著或身份不同有所區(qū)別。 乘客投訴時(shí)，要認(rèn)真，耐心、客觀地解釋，不可不理睬或推卸責(zé)任。注重個(gè)人形象（1）熱情服務(wù)乘客（2）維護(hù)交通工具整潔（3）注意行駛安全（4）二、出車前的準(zhǔn)備1.車輛檢查輪胎氣壓，車輪狀況，喇叭是否有效，剎車，發(fā)動機(jī)，儀表工作是否正常，不開問題車上路。檢查燃料，潤滑劑，冷卻液，制動否充足，是否達(dá)到全天運(yùn)行的要求。 車輛清潔。 調(diào)節(jié)好車內(nèi)溫度。 汽車內(nèi)不要存放打火機(jī)等易燃，易爆物品。 三、車內(nèi)環(huán)境維護(hù)1.保持空氣清新2.車用香水3.垃圾處理四、迎客上車禮儀1. 公務(wù)車堅(jiān)守崗位，不私自外出或私自出車。提前510分鐘到達(dá)指定地

5、點(diǎn)。即使到了約定時(shí)間，也不可以催叫或鳴笛。禮儀要求：為貴賓開關(guān)車門。司機(jī)座位后排右側(cè)座位是上座。主動協(xié)助客人拿放行李，但客人的手提包，公文包，坤包除外。旅游車類的汽車，則由導(dǎo)游員迎客上車。43218765車門五、不受歡迎的舉止1.盯視他人2.車內(nèi)竊笑3.亂用手勢（1） 注意區(qū)域性差異（2） 要注意的手勢掌心向上的招手動作豎起大拇指。例外情況，如在美國和歐洲部分地區(qū)的人看來，表示要搭車，德國人用來表示數(shù)字“1”，日本人表示“5”，澳大利亞人表示罵人。和別人說話的時(shí)候把拇指翹起來反射指向第三者，是對第三者的嘲諷。OK手勢。源于美國，表示“同意”，“順利”，“很好”的意思，而在法國表示“零”或“毫無

6、價(jià)值”，在日本是表示“錢”，在泰國表示“沒問題”，而在巴西表示粗俗下流。V開手勢。源于英國。掌心向外，表示勝利。如果掌心向內(nèi)，就變成罵人的手勢了。拳掌相擊。意大利，智利及其他許多地方的人以此表示詛咒語，但在國內(nèi)多表示為自己鼓勁或叫好的意思。指引，指示。 避免當(dāng)眾搔頭皮，掏耳朵，摳鼻子，咬指甲，剔牙齒，手指亂寫亂畫，玩飾物， 避免指手畫腳，手勢動作過多過大。遞送物品。 五、不受歡迎的舉止4. 司機(jī)人員“反客為主”5. 往車外扔垃圾,吐痰6. 車內(nèi)吸煙7. 行駛中使用手機(jī)8. 從后視鏡盯視9. 其他行為如修剪指甲 、打嗝、打噴嚏等。播放音樂時(shí)，不低俗；乘客休息時(shí)，注意音量。 謝謝各位！2010.5

7、.20.TextAdd your textAdd your textAdd your textAdd your textAdd your textAdd your textClick to edit title style “ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.”Click to edit title styleText in hereText in hereText in here Title in hereThemeGallery is a Design

8、 Digital Content & Contents mall developed by Guild Design Inc.1. Description of the contents 2. Description of the contents3. Description of the contents “ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.”Content 03Content 02Click to edit title styleContent 01T

9、hemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contents Description of the contents Description of the contents Description of

10、 the contentsClick to edit title styleTitle in herePlease write down of contents.Text in hereText in hereText in hereText in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design I

11、nc.ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.123Click to edit title styleClick to edit title styleText in hereText in hereText in hereText in hereTitle in hereDescripti

12、on of the contentsDescription of the contentsDescription of the contentsDescription of the contentsDescription of the contentsDescription of the contentsClick to edit title styleTitle in hereDescription of the contentsTitle in hereText in hereText in hereText in hereText in hereText in hereText in h

13、ereDescription of the contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to edit title styleText in hereText in hereText in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.ThemeGallery is a Design Digital Co

14、ntent & Contents mall developed by Guild Design Inc.Description of the contents Title in here Title in here Title in here Title in hereAdd Your TextAdd Your TextAdd Your TextAdd Your TextClick to edit title styleClick to edit title styleThemeGallery is a Design Digital Content & Contents mall develo

15、pedby Guild Design Inc.Your text in hereYour text in hereYour text in here Add your text in hereYour text in hereYour text in hereYour text in here Add your text in hereYour text in hereYour text in hereYour text in here Add your text in hereYour text in hereYour text in hereYour text in hereClick t

16、o edit title style Add your title in here Add your title in here Add your title in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.ThemeGallery is a Design Digital Conten

17、t & Contents mall developed by Guild Design Inc.ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to edit title styleClick to add TextClick to add TextClick to add Text ContentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Desi

18、gn Inc.Click to edit title styleText in hereTitle in hereText in hereText in here2005200620072008 Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Descri

19、ption of the contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strateg

20、ic contents.70%50%83%90%65%75%50%65%ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to edit title styleClick to edit title styleContentsContentsContentsContentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Click t

21、o add Text Click to add Text Click to add Text Click to add TextThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Click to add Text Click to add Text Click to add TextThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Descript

22、ion of the companys sub contentsDescription of the companys sub contentsDescription of the companys sub contentsContentTitleContentTitleClick to edit title styleClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Title in here2.Description

23、of the companys sub contentsDescribe a vision of company or strategic contents1.Description of the companys sub contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to edit title styleText in hereText in hereText in hereTitle 04Text in hereText in here

24、Text in hereTitle 03Text in hereText in hereText in hereTitle 02ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereText in hereText in hereTitle 01Title in hereTitle in hereTitle in hereTitle in hereTitle in here Description of the contentsThemeGallery

25、 is a Design Digital Content & Contents mall developed by Guild Design Inc. Click to edit title styleTextTextTextTextText4. Description of the business5. Description of the business1. Description of the business2. Description of the business3. Description of the businessThemeGallery is a Design Digi

26、tal Content & Contents mall developed by Guild Design Inc.Click to edit title styleContents01Contents02Contents03Contents04Contents05Contents060% 20% 40% 60% 80% 100% 18.5%17.5%8.7%23.6%63.6%84.3%ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.01 02 03 04 05 06 07 08 50%70%160%230%100%150%380%300%Text in here (unit: %)YearClick to edit title styleClick to add TextClick to add TextClick to add TextClick to add TextClick to add TextClick to add TextDescription of the contentsClick to edit title styleTitle in hereTitle in her