mortal train conductor

Chapter 259 Age Determines Thinking Guidance Training Works
Liu Qun also reminded the young conductors that this kind of language service must be provided, and it is not a personal matter. Since you have taken on the job of train staff, you must provide good language services, otherwise, it is not good. Competent.

Although, Liu Qun also knows that people of different ages think and think differently, and he has reached the age of 40 now.I have become indifferent to many people and things, and I have also experienced youthful ignorance in life. Looking back on when I was in my 20s, I also tried to show maturity, but in fact I was very young. I can't say much.

The most useless thing in a person's life is time.Liu Qun went from being born to a toddler, then to an ignorant teenager and a vigorous youth, and gradually came to a mature and stable middle age.In these different age groups, people's thoughts and thoughts are constantly changing, and no one's thinking will remain static.

The mistake that people often make is to think about all stages of life with their own life experience and thinking at the current stage. Of course, they cannot be understood, and they may not even understand the thoughts of people of that age.

For example, Liu Qun, when he is middle-aged and a father, he will probably forget his own thinking when he was a child, and ask his children with the thinking of a middle-aged person, completely forgetting that he wanted to be a child at this time. , Does it have the same thinking and characteristics as the current children?

Liu Qun kept recalling that in his vigorous youth, he also had lofty ideals and unrealistic dreams. At that time, he was not good at talking, but no one asked and taught him that way.In fact, not being good at talking is harmless in daily life, but in the process of train service, not being good at talking will become a shortcoming of service work, and it will become a breakthrough and fuse for passengers' dissatisfaction with the conductor's attitude. Let the language service become the lifebuoy and firewall of other services. Once there are shortcomings in other services and are criticized by passengers, the language service can fully make up for it.

There are many things that no one can predict in advance, and things have to go through without knowing the difficulties. Liu Qun is a person who has experienced it, and deeply understands the disadvantages of not knowing language services, but only doing dumb work.

So he decided to pass on his own experience as an experienced person to these young people, so that they can mature their mentality as soon as possible and realize the importance of language services.

But Liu Qun can correctly understand himself and reflect on himself. He also admits that it is difficult for people to unify their thinking at different ages, and it will change. This kind of change is a normal physiological phenomenon that everyone will have. , If you use the thinking of the same age group to look at and ask employees who are in different age groups in reality, then you will reduce a lot of complaints and troubles because of the same thinking, and a lot of understanding and happiness.

Liu Qun tried to bring himself back to when he was 25 or [-] years old. At that time, it seemed that the train staff and passengers had a vague concept of language services. At that time, passengers were only satisfied with arriving at their destination. It is quite satisfying to go to the sleeper and drink boiled water.

Liu Qun knows that it is impossible for young employees to maintain a level of thinking with him, but he can use business training, teaching by precepts and deeds, and bringing the old to the new to make young employees realize the importance of language services from the bottom of their hearts. So as to actively carry out good language services.

In the daily training of employees, Liu Qun attaches great importance to adopting a guided training method. He also learned from psychology books that this training method is currently the most effective, emphasizing that the trainees are the only ones who are trained. The main body of the work, and the trainer only plays the auxiliary role of guiding and helping.

It is to fully mobilize the enthusiasm and initiative of the trainees, maximize the potential of the trainees, give them a space to play freely, and let the trainees follow the guidance of the train conductor to think and discover by themselves. problems, so that they can actively participate in training and improve themselves.

In the process of employee training, a successful training activity must have the active participation of the trained employees. Abstract and boring preaching is the enemy of training.

Liu Qun is good at turning monotonous training content into rich and interesting interactive activities.Make full use of various educational resources and combine the characteristics of young employees to help young employees find interesting points in their familiar working environment, that is, problems encountered in service work.

For example, when a passenger has doubts about his work, then through some interesting interactive games for new and old employees, he will act as a passenger who finds fault and criticizes, so as to stimulate the interest of young conductors in convincing each other.

Let them feel that actively exploring and persuading passengers is an interesting and happy activity, and it is also a job challenge, so that the training work can achieve the purpose of employees learning, learning and learning.

For example, he let Wang Mengmeng, Zhang Feifei, Ye Xuan and other young employees act as passengers, and some old employees such as Wang Jian and others acted as train conductors. They respectively experienced Wang Jian's service status and warm and polite reception when he was cold and ignored. The two service states of the two trains, and understand the advantages and disadvantages of these two train service work from the bottom of their hearts.

When a conductor made a mistake in his work, as a passenger, under the circumstances at that time, which conductors would he care about and suddenly attack?Which train conductors will they be magnanimous and condescending?

Through these simulated empathy-style trainings, young employees can fully realize the importance of language services, and realize that language services are not just following the scriptures, but "thousands of people and thousands of squares" as traditional Chinese medicine emphasizes. Thousands of passengers There are thousands of language service methods.

For different passengers, there must be different rhetoric, different body language, and different language services to accompany the journey of passengers.

In the training work, Liu Qun knows that asking questions can stimulate the training climax and cultivate employees' sense of innovation and competition.

Liu Qun often designs appropriate questions according to the training content, which can cause cognitive contradictions and conflicts in the employees' psychology, so as to promote employees' positive thinking and achieve the purpose of training.

For example, when he puts forward excessive demands such as "passengers request that there are too many people in hard-seat cars to sit on the side of the sleeper berth", as a sleeper car conductor, how to dissuade them?

Thus triggering everyone's active discussion and positive thinking, aroused the desire of the employees to solve difficulties, and further guided the employees to analyze, explore, and solve problems.

After a period of training, the young employees of the first package crew of K18 understand the charm of language, and sincerely want to provide passengers with various language services such as announcements, answers, and consultations. They have tasted just the right language The sweetness of the ease of work that comes with service and the consequent increase in passenger satisfaction.

(End of this chapter)