What is the quality education and training for enterprise employees?

Zhuge Changqing

Cultivate one's moral integrity, unify one's family, govern the country, and level the world

If your company has new employees, you must train them. The so-called "if a soldier does not practice, one hundred should not be one. If a soldier practices, one can block one hundred". How to improve quality? Mr. Never Say Die is very insightful and his training experience is worth learning from.

---Inscription

1、 Be a man in advance

Be a responsible person

Be a team player

Be a good learner

Be a centripetal person

Be a person who understands the needs of the organization and others

2、 Basic rules for the work of enterprises

Rule 1: Always do better than the work expected by the boss

Code 2: Know how to improve work efficiency and efficiency

Code 3: Work must be completed within the specified time limit

Code 4: Working hours, concentration and concentration

Rule 5: Do everything with your heart

Rule 6: Be alert to prevent mistakes

Code 7: do a good job of sorting and rectification

Code 8: uphold the awareness of improvement in work

Code 9: Develop the habit of saving money

Rule 10: The habit of self-planning and review every day

3、 How to accept the orders of the superior

1. Three steps to accept commands

Step 1 Answer "Yes" immediately and quickly go to the supervisor

Step 2 Record the key points of the tasks assigned by the supervisor

Step 3 Understand the content and meaning of the command

2. Precautions for accepting orders

Note: 1. If you are unclear, ask clearly.

Note 2: try to confirm the contents of the order to the supervisor in a specific way.

Note 3: ask the supervisor to finish speaking before putting forward comments or questions.

4、 What is the work completion mode of PDCA cycle?

P - Plan

D -- Execution (do)

C -- check

A -- Correction and re-execution (action)

5、 How to plan, complete work or solve problems

1. Five steps of procedural planning:

Step 1: clearly understand the purpose and reason of the work (why)

Step 2: Determine what to do (what to do)

Step 3: Who will do it? (who defines the responsible person and helper)

Step 4: When to complete (when to complete)

Step 5: Specify how to proceed and the sequence and steps (how to order and steps)

2. Three key points for completing work or solving problems

(1) Find out the real cause of the problem

(2) Find out the key countermeasures to solve the problem

(3) Formulate an action plan to solve the problem

What to do? Who will do it?

When will it be finished? How to carry out each action?

3. Nine steps to solve the problem

Step 1: Clear objectives and standards

Step 2: Find the problem points

Step 3: Analyze the causes of the problem points

Step 4: Determine the subject to be solved

Step 5: Formulate countermeasures

Step 6: Make an action plan

Step 7: Execute the action plan

Step 8: Effect confirmation

Step 9: Standardization

6、 Skills of interpersonal relationship in enterprises

1. The meaning of corporate interpersonal relationship

The interpersonal relationship of an enterprise is the relationship to win cooperation.

2. How to win a cooperative interpersonal relationship

Self-management

Always consider things from the standpoint of others

Take the initiative to care for others and help others

3. Talk skills for profitable cooperation

Use suggestions instead of direct questions instead of criticism to let the other party say their expectations and appeal for common interests

Take into account the self-esteem of others

4. How to get along with your boss

Understand your boss's position

Report something to your boss first

Report to your boss when working to a certain stage

Give your opinion to your boss

Provide information to your boss

Follow the instructions of your boss

Don't gossip about top executives behind their backs

7、 Skills for effective communication

1. Definition of communication

The process of information transmission between two or more people through any means.

2. Communication process

3. Six Elements of Communication

Information transmission mode

Information receiver feedback follow-up

4. The key to effective communication

Deliberate the idea ------ know the object ------ know the other side and strive for the right time and place to imagine the other side's situation

Listen carefully to the response and achieve the follow-up results promised by the other party

5. Principles of language use

Don't use terms or dialects. Avoid using "but" positive language

Avoid authoritative personal opinions

6. Body language is more believable than language

Nod and smile, lean forward and make eye contact with each other, don't hold your hands on your chest

7. Be an active listener

They not only listen to what the other party is saying, but also more aware of what the other party wants to say. They never interrupt the other party's speech, control their subjective opinions and ideas while listening, and can start from the other party's perspective and think for the other party.

8、 Skills of time management

1. Definition of time

Time is a continuation in which events flow from the past through the present to the future.

2. Characteristics of time

The supply is inelastic, cannot be accumulated, cannot be replaced, cannot be recovered

3. Three killers of time

Lack of awareness of time management, lack of communication, unclear priorities

4. Traps of time management

Pig Bajie steps on the watermelon skin - where is it? I'm embarrassed to refuse others

"It's still early anyway" - delaying the uninvited guests' meeting, the sick documents are full of illness, and you have to do everything yourself

5. How to cross the time trap

First of all, start with the final result and learn to say "NO!"

Learn to deal with uninvited guests and reduce the "5S" movement on the long conference desk

6. Time management matrix

7. Tools for time management

(1) Monthly calendar (2) Calendar and Gantt table (3) Efficiency manual (4) Business card and reservation card

(5) Alarm clock (6) Other tools

9、 Work etiquette

1. Develop good personal hygiene habits

Hair: clean and free of dandruff. Soft hair can be shaped with mousse. In the office, women with long hair do not wear their hair.

Eyes: clean, no secretions, avoid bloodshot eyes.

Nose: Don't let your nose hair probe your head, and don't pick your nose in public.

Mouth and teeth: clean and free of food residues.

Nails: clean and trim regularly.

Man's beard: cut and shave every day.

Accessories and decorations: check whether they are stained or distorted.

2. Code of conduct

(1) Standing posture; (2) Sitting posture; (3) Squatting posture; (4) Get on and off; (5) Pick up things; (6) Dress; (7) The range of salutation.

3. Business etiquette

(1) Introduction etiquette

First introduce the inferior to the superior

Young for old

Colleagues from their own companies to colleagues from other companies

Low level supervisor to high level supervisor

Colleagues of the company give customers

Nonofficial personnel to official personnel

Domestic colleague to foreign colleague

(2) The etiquette of shaking hands

When should I shake hands?

When you meet someone you know and are introduced to each other when someone else enters your office or leaves

Comfort sb

(3) Etiquette for exchanging business cards

If you are sitting, try to get up and accept the business card from the other party

Those with lower seniority are the first to hand out their business cards with their right hand

When visiting elsewhere, pass the business card after being introduced by the boss

When accepting a business card, you should pick it up with both hands and determine its name and position

After accepting the business card, do not put it on the table

Check your wallet frequently

Do not hand out dirty or wrinkled business cards

The business card holder or wallet should be placed in the inner pocket of the suit to avoid being pulled out from the pocket at the back of the pants

Try to avoid writing irrelevant things on each other's business cards

Don't play with each other's business cards unconsciously

Don't hand in your business card when your boss is in. You can't hand in your business card until your boss hands it in

(4) Four taboos in business communication

The behavior is vulgar, the temper is violent, the flow is long, and the speech is excessive

(5) Etiquette for dealing with subordinates

Set an example: "Do not do to others what you don't want"

Treat people equally: avoid ganging up and cronyism; We should treat people equally

Courtesy to subordinates: respect

Concern for subordinates: cold and warm

Trust subordinates: "Those who are friends die"

Close to subordinates: say everything you know, say everything you want, and give orders

(6) Etiquette to get along with your boss

Comprehension: Everyone has a difficult lesson to read, and keep a distance between them

(7) Etiquette to get along with colleagues

sincere cooperation

Share weal and woe: one hero and three gangs

Fair competition: no unfair competition

Be lenient to others: people are not saints and sages

(8) Telephone communication skills

Keep the most beautiful voice: speed, tone, volume, smile

A: Tips for answering the phone

The bell rings

Pick up the receiver

Name and greetings

Confirm the other party's name

Ask about the call

Recummarize and confirm incoming calls

End the call politely

Hang up

B: Telephone skills

Outgoing call

self-introduction

Determine the other party and greetings

Explain the call

Recummation confirmation

End the conversation politely

Hang up

C: Telephone precautions

When you hear the phone ring, if you are chewing something in your mouth, don't answer the phone immediately, spit out food quickly, and then answer the phone.

When you hear the phone ring, if you are laughing or arguing, you must wait until your mood is stable before answering the phone.

The first greeting when answering the phone should be energetic.

When talking on the phone, you should cooperate with body movements such as smiling and nodding.

Don't talk too loud and the microphone should not be too close to the mouth.

If you are answering the phone on behalf of the customer, you must take the initiative to ask if the customer needs to leave a message.

When answering a phone call that has been waiting for a long time, apologize to the caller.

When you call, you are talking with the guest. You should tell him that there is a guest and call him back later.

When a friend calls at work, you should end the call briefly and quickly.

Never quarrel with the other party when receiving a complaint call.

(9) Etiquette of visiting customers

Step 1. Agree the time in advance

Step 2. Get ready

Step 3. Confirm with the visitors before departure and calculate the time to start.

Step 4. Go to the front of the customer office building

Step 5. Enter the room

Step 6. Meet the interviewee

Step 7. Negotiation

Step 8. Farewell

(10) Etiquette of serving tea and coffee

Step 1. Prepare the appliance

Step 2. Put tea or coffee on the tray

Step 3. Put the tray on the table before serving it to the guests

Step 4. Give priority to guests when serving tea or coffee

Step 5. Pay attention to the action of serving tea or coffee

Step 6. Pick up the tray and exit the reception room

(11) Etiquette of sharing elevators

Step 1. Accompany guests or elders to the elevator

Step 2. When the elevator comes

Step 3. After entering the elevator

Step 4. Arrive at the destination

 企业员工素质教育培训讲什么？

诸葛长青

修身、齐家、治国、平天下

中国·成功者俱乐部http://q.blog.sina.com.cn/chgyzh

 东方巨龙 天下驰骋！

    如果你的企业，有新进员工，那么，你必须对他们进行培训。所谓“兵不习练，百不当一，兵若习练，一可挡百”。如何提升素质呢？永不言败先生很有高见，他的培训经验很值得借鉴。

                              ---题记

一、做事先做人

做一个勇于承担责任的人

做一个具有团队精神的人

做一个善于学习的人

做一个有向心力的人

做一个了解组织与他人需要的人

二、企业人工作的基本守则

守则1：永远比上司期待的工作成果做得更好

守则2：懂得提升工作效能和效率的方法

守则3：一定在指定的期限完成工作

守则4：工作时间，集中精神，专心工作

守则5：任何工作都要用心去做

守则6：要有防止错误的警惕心

守则7：做好整理整顿

守则8：秉持工作的改善意识

守则9：养成节省费用的习惯

守则10：每天要自我计划和检讨的习惯

三、下属如何接受上级主管的命令

1、接受命令的三个步骤

步骤1 立刻回答“是”，迅速走向主管

步骤2 记下主管交办事项的重点

步骤3 理解命令的内容和含义

2、接受命令的注意点

注意点1 不清楚的地方，询问清楚为止。

注意点2 尽量以具体化的方式，向主管确认命令的内容。

注意点3  要让主管把话说完后，再提出意见或疑问。

四、什么是PDCA循环的工作完成方式？

P ——计划（plan）

D——执行(do)

C——检查(check)

A——改正再执行(action)

五、如何计划、完成工作或解决问题

1、程序化计划的五个步骤：

步骤一：明确了解工作进行的目的及理由（why为什么要做）

步骤二：确定要做哪些事项（what需要做的内容）

步骤三：谁来做？（who明确责任者及协助者）

步骤四：什么时候要完成（when完成时间）

步骤五：明确如何进行及进行的顺序步骤（how to顺序与步骤）

2、完成工作或解决问题的三个重点

（1）找出问题的真正的原因

（2）找出解决问题的重点对策

（3）订出问题解决的行动计划

要做什么（what）?        谁来做(who)?

什么时候完成(when)?      各项行动如何进行(how to)?

3、问题解决的九个步骤

步骤1：明确的目标、标准

步骤2：发现问题点

步骤3：分析问题点的产生原因

步骤4：确定要解决的课题

步骤5：拟订对策

步骤6：做出行动计划

步骤7：执行行动计划

步骤8：效果确认

步骤9：标准化

六、企业内人际关系的技巧

1、企业人际关系的含义

企业的人际关系，就是赢得合作的关系。

2、如何赢得合作的人际关系

自我管理

随时站在别人的立场考量事情

主动地去关怀别人、帮助别人

3、赢利合作的谈话技巧

用建议代替直言   提问题代替批评   让对方说出期望   诉求共同利益

顾及别人的自尊

4、与上司的相处之道

理解上司的立场

有事情要先向上司报告

工作到一个段落，需向上司报告

向上司提出自己的意见

向上司提供情报

依上司的指示行事

不要在背地说上层主管的闲话

七、有效沟通的技巧

1、沟通的定义

两个或者两个以上的人，互相通过任何途径达至信息传递的过程。

2、沟通的过程

3、沟通的六要素

信息传送者     信息     表达方式

信息接收者     反馈     跟进

4、有效沟通的要诀

推敲意念------知己   认清对象------知彼   争取天时地利   为对方处境设想

细心聆听回应       取得对方承诺       跟进成效

5、语言使用的原则

不要使用术语或方言   避免使用“但是”   积极语言   从对方的立场出发

避免将个人意见权威化

6、身体语言比语言更可信

点头与微笑    身体前倾   和对方目光接触   不要双手抱在胸前

7、做一个积极的聆听者

他们不但听对方讲些什么，而且更能体察对方想说些什么，他们从不打断对方的发言，在聆听时控制自己的主观意见和想法，并且能够切身处地地从对方的角度出发，为对方着想。

八、时间管理的技巧

1、时间的定义

时间是一种延续，事件在其中由过去经过现在流向将来。

2、时间的特性

供给毫无弹性   无法蓄积   无法替代   无法失而复得

3、时间的三大杀手

缺乏时间管理的意识   缺乏沟通   弄不清楚优先顺序

4、时间管理的陷阱

猪八戒踩西瓜皮——滑到哪里是哪里       不好意思拒绝别人

“反正时间还早”——拖延   不速之客   会议病   文件满桌病   事必躬亲

5、如何跨越时间陷阱

要事第一           以最终的结果来开始行动          学会说“NO！”

学会对付不速之客   减少冗长的会议                  办公桌上的“5S”运动

6、时间管理矩阵

7、时间管理的工具

（1）月历  （2）行事历与甘特表  （3）效率手册  （4）商务通与订房卡

（5）闹钟  （6）其它工具

九、工作礼仪

1、养成良好的个人卫生习惯

头发：整洁、无头屑，头发软者可用摩丝定型。在办公室里，留长发的女士不披头散发。

眼睛：清洁、无分泌物，避免眼睛布满血丝。

鼻子：别让鼻毛探头探脑，勿当众抠鼻子。

嘴巴、牙齿：清洁、无食品残留物。

指甲：清洁，定期修剪。

男士的胡子：每日一理，刮干净。

配件及饰物：检查有否污损或被碰歪了。

2、行为规范

（1）站姿；（2）坐姿；（3）蹲姿；（4）上、下车；（5）拾东西；（6）着装；（7）行礼幅度。

3、商务礼仪

（1）介绍的礼节

先介绍位卑者给位尊者

年轻的给年长的

自己公司的同事给别家公司的同事

 低级主管给高级主管

公司同事给客户

非官方人事给官方人士

 本国同事给外国同事

（2）握手的礼仪

何时要握手？

遇见认识人    与人道别    某人进你的办公室或离开时    被相互介绍时

安慰某人时

（3）交换名片的礼仪

如果是坐着，尽可能起身接受对方递来的名片

辈份较低者，率先以右手递出个人的名片

到别处拜访时，经上司介绍后，再递出名片

接受名片时，应以双手去接，并确定其姓名和职务

接受名片后，不宜随手置于桌上

经常检查皮夹

不可递出污旧或皱折的名片

名片夹或皮夹置于西装内袋，避免由裤子后方的口袋掏出

尽量避免在对方的名片上书写不相关的东西

不要无意识地玩弄对方的名片

上司在时不要先递交名片，要等上司递上名片后才能递上自己的名片

（4）商务交往的四忌

举止粗俗   乱发脾气   飞短流长   说话过头

（5）与下属相处的礼仪

以身作则：“己所不欲，勿施于人”

平等待人：忌拉帮结伙、任人唯亲；要惟才是举、平等待人

礼遇下属：尊重

关心下属：冷暖挂心上

信任下属：“士为知己者死”

接近下属：知无不言，言无不尽、上情下达

（6）与上司相处的礼仪

理解：人人都有难念的经      保持距离      不卑不亢

（7）与同事相处的礼仪

真诚合作

同甘共苦：一个好汉三个帮

公平竞争：不搞不正当竞争

宽以待人：人非圣贤，孰能无过

（8）电话沟通的技巧

保持最优美的声音：速度、音调、音量、笑容

A：接电话的技巧

铃声响起

拿起听筒

报出名字及问候

确认对方名字

询问来电事项

再汇总确认来电事项

礼貌地结束电话

挂电话

B：打电话的技巧

拨出电话

自我介绍

确定对方及问候

说明来电事项

再汇总确认

礼貌地结束谈话

挂断电话

C：电话注意事项

听到电话铃响，若口中正嚼东西，不要立刻接听电话，应迅速吐出食物，再接电话。

听到电话铃响，若正嬉笑或争执，一定要等情绪平稳后再接电话。

接电话时的开头问候语要有精神。

电话交谈时要配合肢体动作如微笑、点头。

讲电话的声音不要过大，话筒离口的距离不要过近。

若是代听电话，一定要主动问客户是否需要留言。

接听让人久等的电话，要向来电者致歉。

电话来时正和来客交谈，应告诉对方有客人在，待会给他回电。

工作时朋友来电，应扼要迅速地结束电话。

接到投诉电话，千万不能与对方争吵。

（9）拜访客户的礼仪

步骤１．事先约定时间

步骤２．做好准备工作

步骤3. 出发前在与拜访对象确认一次,算好时间出发。

步骤４．至客户办公大楼前

步骤５．进入室内

步骤６．见到拜访对象

步骤７．商谈

步骤８． 告辞

（10）奉茶和咖啡的礼仪

步骤1． 准备好器具

步骤２．将茶或咖啡等用品放在托盘上

步骤３．先将托盘放在桌上再端送给客人

步骤４．奉茶或咖啡时客人优先

步骤５．留意奉茶或咖啡的动作

步骤６．拿起托盘退出会客室

（11）共乘电梯的礼仪

步骤１．伴随客人或长辈来到电梯前

步骤２．电梯来时

步骤３．进入电梯后

步骤４．到达目的地 

(This article is an original article by Zhuge Changqing, and the pictures are selected from the Internet. Welcome to forward it, and please indicate the source for forwarding)

Introduction to Zhuge Changqing: Zhuge Changqing, the inheritor and promoter of traditional Chinese culture, is willing to "learn from sages, promote virtue, revitalize China and benefit the world" together with people with the same ideals in the world.

(Zhuge Changqing: zhuge8031@163.com ）

Zhuge Changqing mailbox：

zhuge8031@163.com

Zhuge Changqing's Chinese Dream

Learn from sages and carry forward virtue

Revitalizing China for the benefit of the world

 （本文是诸葛长青原创文章，图片选自网络。欢迎转发，转发引用请注明出处）

诸葛长青简介：诸葛长青，中国国学传统文化传承弘扬者，愿与天下志同道合者一起“学习圣贤、弘扬善德、振兴中华、造福世界”。

（诸葛长青：zhuge8031@163.com）

Zhuge Changqing mailbox：

zhuge8031@163.com

  诸葛长青中国梦  

学习圣贤 弘扬善德

振兴中华 造福世界

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1The wisdom of traditional Chinese culture changes the destiny: filial piety to parents+five in one+self-improvement

1 国学智慧改命运：孝敬父母+五合一+自强不息

2Zhuge Changqing's Three Golden Keys to Changing Destiny

2诸葛长青改命运三把金钥匙诸葛长青施食仪轨 （十五步简洁版）

3Zhuge Changqing's Greeting Ritual (15 Steps Concise Version)

3 诸葛长青施食仪轨 （十五步简洁版）

4How to repent: the ritual of repentance and the method of repentance (full version)

4   如何忏悔：忏悔仪轨忏悔方法（完整版）

5How to read the Dizang Sutra: Methods for reciting Dizang Sutra (complete version)

5 如何念地藏经：念地藏经仪轨方法（完整版）

6How to release? The ritual of releasing life

6怎样放生？放生仪轨

7Zhuge Changqing's Repentance Culture: A Case Study of Repentance Methods for Changing Destiny

7诸葛长青忏悔文化：改变命运忏悔方法案例

8Free Life Culture: Free Life Culture in Ancient China

8放生文化：中国古代的放生文化

9Shocking photo of feeding: Buddha, Bodhisattva and Dharma Protector come to the scene

9施食震撼照片：佛菩萨护法神亲临现场

10Feeding Rite Return: the return is changed to simple return

10施食仪轨回向：回向修改为简洁回向