mortal train conductor

Chapter 177 Invitation to Vent Dissatisfaction and Release Negative Emotions
Since then, the train broadcasting station will carry out publicity after driving—do you have any suggestions for the work of railway passenger transport?Do you have questions about our train work?Do you have a problem with our service work?That's right!Please come to the "Venting Center" at the conductor's office seat in the No. 8 car, put forward your doubts, opinions or suggestions, and vent your dissatisfaction or grievances. We will listen sincerely and record them. We will solve it immediately. If you are troubled or dissatisfied because of our work, then you can rest assured that as long as you come to the 'Vent Center', you will be satisfied.

The work of the passenger "venting center" mainly focuses on receiving tourists.Passengers on the train are of different levels. Some passengers like to post on Weibo when they have opinions or suggestions, while some passengers like to call and complain when they have suggestions or opinions. Some middle-aged and elderly passengers have opinions and like to be straightforward. brought it up face to face.

For example, some passengers want to buy sleeper berths after getting on the train, but the train berths are sold out.There are also passengers who temporarily change their itinerary and reissue tickets on the train. After comparison, they find that the reissued tickets are more expensive than the one-time purchased tickets; All kinds of opinions emerge in endlessly and of various categories.Liu Qun and Zhang Lan are not only patrolling the carriages to check the operation, but also make sure to be there as much as possible whenever passengers come to offer suggestions or opinions. The Venting Center has now become an out-and-out caring service center.

The passenger section where Liu Qun works pays special attention to the training of conductors.All train conductors and team backbones have obtained psychological knowledge training certificates through learning psychological knowledge, and also have a basic understanding of some common sense of psychology.

Through study, everyone knows that venting method, also known as "spiritual venting method", is a psychological treatment method.That is to create a situation and channel, so that people can freely express and vent the tension and feelings caused by dissatisfaction or depression, so as to eliminate adverse psychological effects. This method belongs to the category of individual psychology.

Venting is one of the psychological defense mechanisms advocated in psychology.In order to avoid mental pain and unhappiness, and to avoid possible mental illnesses after suffering setbacks, people often use various defense mechanisms to maintain their own psychological balance.

When a person suffers setbacks or blows in life or work, due to various reasons, he cannot express his grievance or dissatisfaction at that time, so he has to suppress this negative emotion.However, because people's psychological endurance is limited, bad emotions will accumulate in the heart for a long time, and people's psychology will be seriously unbalanced, and it is easy to cause diseases. When it is unbearable, it will suddenly erupt. Often hurt others and hurt themselves.

In order to maintain one's own psychological balance and not let the passenger's mind produce such negative energy, it is necessary to find an appropriate object to vent the passenger's negative emotions, so that the backlog of negative emotions in the passenger's heart can be released, so as to get rid of this negativity Emotional interference, maintaining psychological balance, civilized driving, and happy travel are beneficial to both passengers and staff.

Listening to complaints in the "venting center" is not good without a good temper.Once, a passenger wanted to make up for a sleeper ticket after getting on the train, but because he arrived late, the sleeper ticket was sold out just when it was his turn.He came to the center where the passengers vented, and when he came here, he threw a boiled egg on the desk without saying a few words.

Liu Qun was there at the time, and he said: "Our duty is to listen patiently, ask carefully, persuade sincerely, help enthusiastically, and do our best to eliminate passengers' grievances. In fact, passengers are just venting their feelings. Passengers vent their negative emotions, but confront passengers and point out their problems, then the duty of the 'venting center' will change, and it should be changed to a correction center."

In the past two years, with the continuous improvement of social civilization, the quality of tourists has improved year by year, and the number of tourists who come to vent is obviously less, and the number of tourists who apologize after venting has increased significantly.This is less and more, let Liu Qun realize that the railway is developing, the service is improving, the passengers are improving, and the society is more civilized.

Some passengers came to the "venting center" to put forward very constructive and operable suggestions. For example, some time ago, a breastfeeding female passenger came to the "venting center" in No. Lan suggested that it is possible to set up a relatively closed space in the carriage as a breastfeeding room for mothers and babies.

As soon as this suggestion was put forward, Zhang Lan responded quickly. Zhang Lan immediately asked the breastfeeding woman to carry the baby to the crew room of No. 7 carriage to breastfeed, and set up simple curtains on the transparent glass of the cabin door. , used by the breastfeeding woman, was highly praised by the woman and her family members. After getting off the bus, the woman's family members posted a special microblog and sent a commendation e-mail to the Railway Bureau Group Company.

In fact, the needs of passengers are also very simple, and the train staff can easily meet them. However, if there is no channel for passengers to confide, then passengers will have no place to make suggestions. They can only sit on the train silently with questions and regrets After getting off the train, the train set up such a "venting center", and the passengers' self-esteem was satisfied, and they felt that what they said was valued by the train staff, and their suggestions were also adopted. The most important thing is that the train work The personnel can quickly solve the problems in their own travels. If this is not a win-win situation, what is it?

The establishment of the "venting center" gave Liu Qun a taste of the sweetness. The team has not received a single complaint from the superior for two consecutive years. This is not to say that there is no flaw in the work of Liu Qun's team. It is to eliminate possible passenger complaints in the bud.

The service can keep up, and the communication is smoother. With the efforts of Liu Qun and all the staff of the K18 team, many problems were solved before the passengers came to the "vent center".

For example, during this peak passenger flow period, the number of passengers more than doubled compared to usual, but very few passengers came to vent and complain, and most of them came to consult and seek help.There were even couples who quarreled and came to the train conductor for comment. Although this had nothing to do with the train work, the passenger's business was the train staff's business. In line with the principle of "a clean official can't decide housework", listening is the main thing, and Supplemented by persuasion, Liu Qun really managed to mediate a quarreling young couple.

Deliberately planting flowers and flowers will not bloom, but unintentionally planting willows and willows to make shade. It seems that you have done something that has nothing to do with the train work, but you can get unexpected results.

This is not the case, a young couple who had been mediated at the "Vent Center" just now helped the train staff to do their work.

(End of this chapter)