mortal train conductor

Chapter 39

"Master Wang Jian, may I ask why passengers who have completed their tickets at the departure station cannot walk from the car to the corresponding compartment, but must go from the car to the corresponding compartment? Go, how convenient and fast is that? Walking on the train, there are many people in the compartment. Passengers who have completed their tickets carry their own items, and it is time-consuming and laborious to walk in the compartment. How did the superiors formulate this rule? What do you think?" Holding a notebook, Wang Mengmeng asked the teacher, the train attendant Wang Jian, a question during the business study of the K18 train team return meeting.

Wang Jian thought for a while and replied: "The rules and regulations of our railway are not imagined out of thin air. They are all formulated because of such and such problems, and even accidents. A real case that happened to my brother’s team: After the passenger made up the ticket, the train attendant mobilized the passenger to walk from the platform to the corresponding compartment, but because the platform was not well lit at that time, the passenger did not go out often, and walked in the wrong direction, etc. When he was walking back, the train bell had already rang, and when he ran to the corresponding carriage, the train had already started, but the passenger had no choice but to grab the railing of the train, causing the train to stop for the second time after it started It constitutes a D10 accident, and those responsible have been severely punished, and Duan formulated this regulation based on this real accident.”

Wang Jian went on to say: "It is true that passengers can walk conveniently and quickly from the platform, but out of a responsible attitude to passengers, although walking in the train is time-consuming and laborious, it can completely ensure the safety of passengers on board. Our railway pays attention to safety first." One, security is a '1', as long as there is security, you can add '0' indefinitely, but if there is no '1', how many '0's are useless. If there is no security, provide high-quality services to passengers , there is no way to talk about it.”

Wang Mengmeng and other young employees nodded silently, Wang Mengmeng said: "Oh, I remembered it, so that when I memorize the regulations, I can understand and memorize them."

Wang Jian said to Wang Mengmeng: "Now, please answer a question, how is the railway transportation contract defined?"

Wang Mengmeng replied: "A railway transport contract is an agreement that defines the rights and obligations between the railway transport enterprise, passengers, and shippers. The passenger's train ticket, luggage ticket, parcel ticket, and cargo waybill are the contract or an integral part of the contract."

The railway passenger transport industry has always been unremitting in the political and business learning of employees.For the train team, how to effectively learn and apply the regulations is a difficult problem in front of every team leader.

If you want to save trouble and not worry, you can just copy the documents and training materials issued by the Bureau Group Company and Duan, and let the employees copy and take the test, and you will be done.However, this kind of training requires repeated low-level learning. This kind of learning does not improve the content. It is just simple repetition and a single method. Learning and training are all old fashioned.

If you want to make learning really fall into practice, you have to work hard.

Liu Qun's team members are of different ages, levels, and educational levels, which brings certain difficulties to the team's training work. If we say that everyone is treated equally, then everyone's level is different. I still don’t know what you are talking about, it’s unrealistic, but if we implement differentiated treatment and key people focus on counseling, the energy of a train conductor alone will be very limited.

Liu Qun and the backbone of the team also discussed this for many times, and the team implemented various forms of learning and training.

For example, Wang Mengmeng and other highly educated and self-motivated young employees, let them carry out selective learning by themselves, and ask the train conductor and the backbone of the team for advice when they do not understand. New employees such as Wang Mengmeng are also more interested in learning. , The crew bag is often filled with learning materials such as what the conductor should know and what to do.They memorize the theory faster, but the practical work is worse.

Therefore, the team often organizes some technical lectures by itself, and let the experienced and skilled masters of the team give lectures and answer questions. The advantage of this is that the content is more practical, and the specific work experience and working methods are taught. The form of answer discusses the business of the team, achieves the goal of common improvement of all members of the team, and plays the role of mutual inspiration and mutual promotion. There are many forms of communication and are also very flexible, such as holding team meetings and communicating in an organized and planned way.

After the K18 train arrives at the turn-back station, after the turn-back meeting is held, 20 minutes of business training time is set aside. During this time, you can ask each other questions, or the master chef can teach the new workers some operational skills in the job.

The train attendant Li Xiaolin asked Li Mangfa: "Master Li, I would like to ask why you sweep the floor quickly and cleanly, but I sweat profusely every time I sweep it? And the floor seems to be clean, but why? Look carefully and find that there is a lot of rubbish under the seats?"

Li Mang smiled slightly, and replied: "There is a secret to this, and most people don't tell him."

Zhang Lan, the deputy captain, urged: "Hurry up, don't keep the little girl waiting, what's the matter?"

Li Mang said: "It seems very simple to clean the train thoroughly. In fact, if you follow the prescribed steps and think about cleaning it once, there are still some routines and rules to follow."

"For example, according to the operating regulations, we clean up from one end of the train's forward direction to the rear, because the wind in the train's forward direction is from the front to the rear, so that even if there is some dust, it is blown in the opposite direction to us. And if we want to work in reverse, we will bear the resistance of the wind, although it seems nothing in daily life, but it can be seen when passing through tunnels and bends." Li Mang looked unpredictable.

"When cleaning, especially when cleaning the ground, the center of gravity must be moved down. It is best to squat down and lay the broom flat so that it can go deep under the seat. If you just bend down, your eyes will see If you don't reach under the seat, the angle of the broom in your hand will not be leveled, and if you can't reach under the seat, then after sweeping once, there will still be garbage in the dark corners under the seat, and you will even push the garbage that you swept before. Under the seat, without knowing it."

Li Xiaolin said: "Oh, so that's what happened. I never squatted so low, so I couldn't see the bottom, and the broom couldn't be leveled."

Li Mang then emphasized: "The advantage of laying the broom flat is that the contact area between the broom and the ground will increase, so that you can sweep a large area with one sweep. If the broom is standing upright, the contact area will be smaller. You may sweep it three times. Only when someone else sweeps it."

As he said that, Li Mang took a broom, squatted down, and stretched the broom under the seat, "Look, that's it." Then he stood up and only bent over. problem, simply can not reach under the agent.Li Xiaolin also took the broom, squatted down and tried it again, then bent down and tried again, she couldn't help but gave Li Mang a thumbs up and said: "It's better to be taught by the teacher, the things under the seat can be seen at a glance. "

Li Xiaolin went on to ask: "Sometimes when I was cleaning, there were instant noodles and half a bowl of soup under the seats, which were accidentally knocked down, which made me at a loss, and it was not easy to clean up." , what should I do in this situation?"

Li Mang glanced at her meaningfully again, and said, "Cleaning is actually not only a physical task, but also a mental task. If you follow Liu Che's working method and make more verbal publicity, then this situation will not exist. Passengers generally throw their leftover bowls of noodles into the trash can by themselves, and there is a lot of publicity. The ground trash is almost zero, and even a dustpan is not enough to sweep it. You only need to change the trash bags frequently to solve the problem.”

"If you don't change the garbage bags frequently, and you don't do a good job in verbal publicity, then you have to sweat to clean up the compartment. If this time comes, then you have to hold a garbage bag and charge the passengers on the table. Garbage, lift the cover of the seat at the same time to see if there are large pieces of garbage and bowl noodle boxes under the seat, if there is, first pick it up in the garbage bag, so as to avoid more garbage when cleaning later, and knock down the bowl noodles as you said box and so on.”

Li Xiaolin then asked: "Maybe it's because of my lack of strength. Once the train was overcrowded, the garbage in my compartment couldn't be swept away. What should I do?"

Li Mang asked: "Do you recall that after the overcrowding, did you carry out health promotion?"

Li Xiaolin replied: "Oh, really not. I think there are too many people, and the publicity is useless."

Li Mang said: "Then you are wrong. The quality of the passengers is very high. Sometimes you just need to guide and guide them, and they will do a lot of work for you. Of course, this does not mean that we have to be lazy. In this case, Our work is very easy, and passengers will ride in a car with a good hygienic environment. This is a win-win situation. Passengers agree with it, and we are also very happy, so why not do it?"

"When you clean up the garbage, you should carry a dustpan, so that when there is a large garbage, you can first clean it into the dustpan, pour it into the trash can and then come back to clean it. Don't feel troublesome. This is actually very convenient. The more you sweep, the less you sweep, and if you don’t carry a dustpan, but only take a broom, you will find that more and more garbage is being swept. When you get to the back, some small garbage bags tied by passengers will be swept away by you, and the garbage will be scattered all over the place. If you do this, you must be in a bad mood. Think about it, will the passengers be happy when they see you pushing a pile of garbage in the carriage?" Li Mang said that he was excited and danced.

"Finally, there is another point that is also very important, that is, when performing sanitation and cleaning, it is still necessary to implement 'diligence as the first priority', and first publicize to passengers, 'Hello, everyone, in order to create a good trip for you Environment, I’m going to do sanitation cleaning, please dodge in time, thank you for your cooperation.’ Let the passengers leave the seat as much as possible, so that you can easily clean the underside of the seat if you move the center of gravity down. And it is not easy to meet passengers, causing controversy. By the way, a little joke happened to me many years ago. On that day, when I was cleaning the carriage, a passenger was wearing a pair of slippers. I said to the passenger: "Everyone, please lift your feet, lift your feet, let me sweep, thank you! "The passenger was really cooperative, saying: 'Okay, okay.' As expected, he lifted his foot up, and it was quite high-but the slippers were left on the floor."

"Hahahaha" everyone burst into laughter.

"Oh, I see. I will do as you said this time. First, strengthen hygiene promotion, second, collect the garbage before cleaning, and finally, bring a dustpan when sweeping the floor."

The problem-specific training is also a more effective training method that Liu Qun explored in the train crew practice. It mainly focuses on specific problems or hidden dangers in the train crew process, and teaches employees how to solve them in a targeted manner, and uses them accordingly. It masters the general methods of dealing with problems.The problem can be solved by organizing relevant personnel to study together, or one-on-one can be used to teach the staff to solve the problem, and the on-site simulation method can also be used to enable the staff to master the problem-solving method through simulation exercises, and then correct the problem in the flight attendant work. Mistakes, including long-term non-standard operating behaviors of employees, not only point out the harmfulness of mistakes, but also enable them to master the correct operation methods to achieve good results.

Liu Qun looked at his watch and said, "Okay, that's the end of today's 'one-on-one' training, everyone will go back to their respective jobs, reorganize the work of the cleaning staff, and prepare to welcome passengers on board. The next train will discuss about the preparation and placement of bedding equipment. Please actively look for problems, especially young workers who have to put the problems they find in their work on the table, and the team's masters will give 1-on-1 simulation explanations .”

(End of this chapter)