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1、,微笑的培训,无意识无能力,有意识无能力,有意识有能力,无意识有能力,你正处在哪个阶段？,行为循环的四个阶段,任何时候可以提出任何问题 Ask questions at any time分享知识和经验 Share knowledge and experience在学习中找到乐趣 Be happy in fun,给您的建议,关于微笑服务,美国希尔顿酒店的董事长唐纳.希尔顿曾经说过，酒店的第一流设备重要，而第一流的微笑更为重要，如果缺少服务人员的微笑，就好比花园失去了春日的阳光和春风。,微笑如盐,微笑是服务人员的第一项工作微笑是可以训练的带着笑容出现在顾客面前微笑可以拉近彼此的距离没有笑容就没有好
2、的人际关系,微笑是服务人员的第一项工作,甜美的微笑能拉近彼此的距离,面对顾客目光友善，微笑真诚、亲切，表情自然 伴随微笑要露出6-8颗门牙、嘴角微微上翘 眼睛要礼貌正视顾客，不左顾右盼、心不在焉 有目光的接触即要送上甜美真诚的微笑,微笑的要素,成都光大银行职员,诚恳的笑 纯净的笑 眼中含笑,基本方法：放松面部肌肉，使嘴角微微上翘，让嘴唇略呈弧形，最后在不牵动鼻子，不发出笑声，不露出牙龈的前提下，微微一笑。,服务意识与服务能力,什么是服务意识 服务意识与服务能力,“服务意识和服务能力的区别就在于，服务意识是愿不愿意做好的问题，而服务能力则是能不能做好的问题。”,微笑服务意识,用心服务-假如我是消
3、费者 主动服务-要做的正是对方正在想的 变通服务-工作标准是规范但顾客满 意才是目标 激情服务-不厌其烦的态度,假设顾客永远是对的,“礼由心生，态度决定一切”培养良好的工作意识,我应该怎么做呢？,态度=100%技能=100%如何分配？,有一次一位客人乘坐一趟航班，这位客人是个身体不适的客人，在飞机上需要开水吃药。刚好在这个舱里面是个刚上岗实习的一个服务员。在为这个客人服务过程第一次的时候，由于在舱内忙于服务忘记（不及时）给这位身体不适的客人倒开水。这位客人第一次就生气的说了她。在服务的第二次过程中，由于不小心把水倒在客人的身上。这时候这位客人又一次生气了在这次航班服务过程中连续使这位客人生气了
4、三次。但是这位客人并没有投诉，反而在下飞机之前留了一封信。信上是这样说的“感谢你们对我的照顾，你们的笑容是最美的，下次我还会选择你们这趟航班”。因为：在几次的服务过程中这位服务员，只是用一种微笑来面对客人并向客人每一次道歉，而这种微笑是发自内心的。,微笑的培训,引例,微笑不花费一分钱，但却能给你带来巨大好处,微笑会使对方富有，但不会使你变贫穷,它只要瞬间，但它留给人的记忆却是永远,微笑能给家庭带来幸福,能给生意带来好运，给你带来友情,微笑买不着、讨不来、借不到、偷不到,是疾病的最好药方,微笑的培训,一、诠释,二、我们微笑的目标是什么？,微笑的培训,微笑始终向与你目光相遇的客人微笑,员工在工作岗
5、位遇见客人或为客人服务时，能面带微笑，为服务对象创造出一种令人备感轻松的氛围，使客人在享受服务的过程中，感到愉快和舒适同时也体现出我们对客人的重视及服务人员良好的职业道德素质。,三、微笑的形式,微笑的培训,第一种微笑是：笑不露齿，即嘴角微微上翘，嘴唇略呈弧形，不露出牙齿，目光柔和眉头自然舒展，让客人感觉到你的微笑。第二种微笑是：当你向客人问候的同时微笑，以露出上八颗牙齿左右为宜，要亲切、自然、优雅。,四、微笑要适宜、适度,微笑的培训,我们在接待客人时，如果都能笑脸相迎、彬彬有理、态度和蔼，那么就会有更多的顾客光临我们的酒店。和善可亲的笑脸是不用本钱便能收获的法宝。当然，笑也要掌握分寸，如果在不
6、该笑的时候发笑，或者在应该微笑时大笑，有时会使对方感到疑惑，甚至以为你是在取笑他，这显然是失礼的，所以微笑要适宜、适度。,有一个西欧旅游团深夜到达某酒店，由于事先联系不周，客房已告客满，只好委屈他们睡在大厅的临时加铺。全团人员瞬时混乱，扬言要查看客房，看看是否真的无 房。此时此刻，西装革履、风度翩翩的客房部经理出现在他们面前，该经理脸上露出了微笑，面对客人连珠炮似的责问，他又微笑地耸耸肩胛，表示无可奈何爱莫能助。谁知这一笑更笑坏事了，客人本来就因住不到房间而满肚子气，又认为客房部经理的笑是尖刻的讥笑，是对他们的蔑视，这批教养有素的西方客人竟愤怒地拍着桌子大声吼到：“你再这样笑，我们就揍你。”因
7、为不合适宜的微笑，竟闹到这般地步，是这位经理所未料到的。这场风波由于在场的翻译人员再三的解释“打圆场”，才避免了事态的进一步扩大，但已给客人的旅途中带来了不愉快的阴影。,微笑的培训,引例,五、微笑的三结合,微笑的培训,与身体的结合微笑要与正确的身体语言相结合，才会相得益彰，给客户以最佳印象的。,与语言的结合微笑着说“早上好”、“您好”、“欢迎光临”等礼貌用语，不要光笑不说，或光说不笑。,微笑的培训,与眼睛的结合当你在微笑的时候，你的眼睛也要“微笑，”否则，给人的感觉是“皮笑肉不笑”。眼睛会说话，也会笑。如果内心充满温和、善良和厚爱时，那眼睛的笑容一定非常感人。眼睛的笑容有两种：一是“眼形笑，”
8、一是“眼神笑。”,微笑的培训,六、微笑的魅力,微笑是沟通心灵的桥梁微笑虽小，却能做大文章。如果把微笑比做缩短人与人之间距离的纽带，那么笑脸相迎，则是我们沟通感情的最好方式。,微笑要发自内心，是受个人情绪所控制的一种表现笑也能笑出文化、笑出修养。实际上，微笑只一种面部表情，真正的含义是对客人的诚意和爱心，如你有主人翁精神的高度责任感，就会把微笑当成一种法宝，当成企业竞争的力量。,微笑的培训,微笑是自信的象征俗话说：出门看天色，进门看脸色。“实践证明，如果我们服务人员以热情的话语、和蔼的态度、亲切的微笑来迎接客人，就会使我们的酒店老客天天来，天天迎新客，这一切告诉我们，诚招天下客，客从笑中来，笑脸
9、增友情，笑脸出效益。”微笑是通向世界的护照，是打动客人心弦最美好的语言。,课程探讨,1、结合问候实践练习,2、自由交流,微笑的培训,在迎面相逢、目光相遇时与客人微笑问候，并尽可能的尊称客人姓氏，声音适中、亲切、自然。,微笑训练,情 景 熏 陶 法,对 镜 微 笑 法,筷 子 微 笑 法,微笑的培训 THE END,THANK YOU！,感谢您的下载，特赠送精品文章体能训练技巧-TRX悬挂训练系统工作之余锻炼身体，若不需要请删除后使用，谢谢您的理解，祝您生意兴隆，事业高攀。,RX 训练带是源于美国海军陆战队，刚开始的雏形是以高密度毛巾制成的训练道具，后来，有一名叫兰迪的美国海豹突击队的指挥官，在
10、退役后重新设计了该套装备和训练计划，变成民用的健身课程-“TRX 悬挂训练系统”，整套装备的主要部分是宽 1.5 英寸，额定张力为 1250 磅的尼龙绳子，长度范围从 6 英尺调整至 12 英尺，橡胶把手更适应双手抓缚或是双脚悬挂等地面训练动作，扣锁由曾用于卡宾枪的材料制成，且易于调整，其自用不到 2 磅，1 分钟就能悬挂妥当，装在袋子里便于携带到任何地方，可固定在单杠上或卡在门缝里，或系在树枝上，适合绝大多数的训练环境，如果加上哑铃或健身球一起锻炼，可增加更高阶的难度。,悬挂训练：用练习者自身体重做负重，能够允许肌肉在多个平面上做运动，同时保证更多的肌肉和关节参与，能够打造更加结实的肌肉，稳
11、定灵活的关节，坚固的核心力量和正确的体态，帮助在任何运动项目上获得更佳的运动表现，TRX 还是运动康复的重要手段之一,TRX 动作解读：,增加阻力：1.身体角度越大，阻力越大 2.抬起一边大腿，有助于锻炼更多平衡力3.离支点越远，越吃力，对稳定性要求越高减低难度：一腿向前踮地，有助于身体减重,1.chest press/fly combo(推胸飞鸟组合)：人背向绳子，手臂握住绳子，双手伸直，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微向前，用胸肌发力慢慢打开双手并让它弯曲到 90 度停下，再慢慢还原，然后双手打开做飞鸟，同时一脚往前踮地，再还原，交替练习。,2.chest pr
12、ess(推胸)：人背向绳子，手臂握住绳子，双手伸直，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微向前，用胸肌发力慢慢打开双手并让它弯曲到 90 度停下，再慢慢还原(难度增加：双腿合并或单腿抬起，或把身体斜度增加),3.lunge fly(弓步飞鸟)：1.手臂握住绳子，双手伸直，肘保持一点弯曲，挺胸收腹，身体,重心微向前倾，双手打开做飞鸟，同时一脚往前踮地。用胸部发力，再还原,4.chest press-single leg extended(推胸-单腿伸展)：人背向绳子，手臂握住绳子，双手伸直，肘保持一点弯曲，膝盖一点点弯曲，一脚撑地，一脚向前抬起，身体重心微微向前，用胸肌发力
13、慢慢打开双手并让它弯曲到 90 度停下，再慢慢还原.,5.Suspended incline press-leg up(悬浮上斜推-抬脚)：双手撑住地面，一脚勾住绳子，稳定,腹部，另一腿向上抬靠紧固定腿，然后做俯卧撑。,6.Atomic push up(俯卧撑收腹)：双手撑住地面，双脚勾住绳子，稳定腹部，一下俯卧,撑，还原后，双脚以腹部力量靠向胸部，再慢慢伸直还原，交替练习。,7.back row(背部划船)：手臂握住绳子，双手伸直，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微向后，以背部发力，手臂夹紧身体两侧往后收，肩胛骨向后夹，把绳子拉到小腹，保持住再慢慢还原(难度增加：双
14、腿合并或单腿抬起，或把身体斜度增加),8.elevated back row(高位划船)：手臂握住绳子，双手伸直，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，加大身体斜度，以背部发力，手臂夹紧身体两侧往后收，肩胛骨向后夹，把绳子拉到小腹，保持住再慢慢还原,9.power pull-single arm(力量拉伸-单臂)：双腿分开与肩同宽，单手抓住绳子，张开身体，另一边手臂绕身体旋转 180 度触摸绳子，完后慢慢还原。,10.low deltoid fly(低位三角肌飞鸟)：手臂握住绳子，掌心向上，双手伸直向前，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微向后，直手向下向后滑
15、，慢慢还原。,11.T deltoid fly(t型三角肌飞鸟)：手臂握住绳子，掌心向上，双手伸直向前，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微向后，张开双手与身体呈T型，再慢慢还原(难度增加：把身体斜度增加),12.Y deltoid fly(Y型三角肌飞鸟)：手臂握住绳子，掌心向上，双手伸直向前，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微向后，张开双手与身体呈Y型，再慢慢还原(难度增加：把身体斜度增加),13.W deltoid fly(W型三角肌飞鸟)：手臂握住绳子，掌心向上，双手伸直向前，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微
16、向后，张开双手与身体呈W型，再慢慢还原(难度增加：把身体斜度增加),14.High triceps press(高位肱三头肌弯曲)：人背向绳子，手臂向前握住绳子，双手伸直，肘保持一点弯曲，膝盖一点点弯曲，两腿跟肩一样宽，身体重心微微向前，然后把肘部弯曲，肱三头肌发力，再慢慢还原(难度增加：把身体斜度增加),15.Dips(臂屈伸)：手臂在身体两侧，双手握住绳子，双腿呈箭步姿势，然后肱三头肌和胸肌发力，双臂弯曲成 90 度再慢慢还原(难度增加：把一只腿往后抬或两腿前放或抬高),16.High bicep curl(高位肱二头肌弯曲)：手臂握住绳子，双手伸直，肘保持一点弯曲，膝盖一点点弯曲，两腿跟
17、肩一样宽，身体重心微微向后，以肱二头肌发力，弯曲手臂，再慢慢还原(难度增加：把身体斜度增加),There are moments in life when you miss someone so much that you just want to pick themfrom your dreams and hug them for real!Dream what you want to dream;go where you wantto go;be wh you want to be,because you have only one life and one chance to do al
18、l thethings you want to do.May you have enough happiness to make you sweet,enough trialsto make you strong,enough sorrow to keep you human,enough hope to make you happy?Always put yourself in othersshoes.If you feel that it hurts you,it probably hurts the otherperson,too.The happiest of people dont
19、necessarily have the best of everything;they justmake the most of everything that comes along their way.Happiness lies for those whocry,those who hurt,those who have searched,and those who have tried,for only they canappreciate the importance of peoplewho have touched their lives.Love begins with as
20、mile,grows with a kiss and ends with a tear.The brightest future will always be based on aforgotten past,you cant go on well in lifeuntil you let go of your past failures and heartaches.When you were born,you were crying and everyone around you was smiling.Live your life sothat when you die,youre th
21、e one who is smiling and everyone around you is cryig.Please sendthis message to those people who mean something to you,to those who have touched yourlife in one way or another,to those who make you smile when you really need it,to those thatmake you see the brighter side of things when you are real
22、ly down,to those who you want tolet them know that you appreciate their friendship.And if you dont,dont worry,nothing badwill happen to you,you will just miss out on the opportunity to brighten someones day withthis message.Since we went to school,we have access to English all the time,because it is
23、one of the necessary subjects.Before we attend college,we keep our attention on thegrammar,but now college means the new stage and we should pay attention to practicalEnglish.Here are some suggestions.First,it is important to speak out loudly.The purpose oflearning English is to communicate with for
24、eigners,so as to get to know more about theworld.Grammar is not the only thing we care about.What we should do is to open ourmouths and improve our ability to use spoken English.It begins with reading textbooks.Whenwe listen to the tapes and repeat many times,then our d.President Trump,as he often d
25、oes,had a few things to sayAfter admitting that he had been lonely over the holidays,Trump tookadvantage of his first public appearance of the new year Wednesday to air lingeringgrievances,make multiple false claims and reinforce recent decisions that have rattledfinancial markets and his partys lea
26、ders.As he held forth for more than 90 minutes before asmall pool of,本文为 Word 版资料，可以任意修改编辑。如果你看到我上传的资料这个后缀，请删除后使用。高效学习方法和技巧学习需要方法，找到适合自己的方法，学习才能事半功倍。接下来，我结合我自己的学习情况，给大家总结的高效学习五部曲一、预习是学习的重要环节上课前充分预习，考试前充分地复习，与“打有准备之仗”有同曲之道。预习效果好，听课才能有针对性；听课有针对性，复习才能顺利进行；复习深刻，作业、考,试才能得心应手。所以说预习是学生学习过程中一个必不可少的环节。,二、掌握好
27、高效的听课方法课上集中精力听课，是掌握知识的捷径。听讲时，思想上必须与老师讲解的思路保持一致，听老师对事物是怎样分析、推理；听老师解决问题是用什么方法、技巧；听老师对问题有哪些提问和解释。这样才能把握住听课的重点。听讲中，要把自己在预习中的理解，和老师讲解的相比较，看自己和老师有哪些相同点和区别点。三、合理安排复习时间很多科学家通过研究发现，有几个时间段有利于巩固记忆：一是学习后最初几分钟内，电生理活动引起蛋白质的合成；二是学习后在 48 小时内复习；三是一周之后脑突触发生永久性变化。根据人在学习过程中这一生理变化，采用复习加强记忆就显得特别重要了。如果我们能够在学习的内容即将忘记时进行复习，
28、那么复习的效果最好，效率也最高。著名的心理学家艾宾浩斯通过实验发现了人的记忆与遗忘规律。实验证明：在学习仅过了 20 分钟后，就忘记记忆内容的 42%，1 天后忘却量已经达到了 66%，到了第 31 天，忘却量高达79%。他根据实验结果，画成了著名的遗忘曲线。并表明遗忘的规律是“先快后慢”。这条规律提示我们，定要尽早、及时地对所学知识进行复习，以便在知识还在大脑内时就加深印记，否则大脑中已经没有痕迹了，只能再费精力重学。合理安排复习时间特别重要并且必要，制定复习计划，严格按精英特计划执行，并力求形成习惯，是我们每一位学生都应该力求努力做到。我们为什么要复习呢？因为我们记忆效果没有那么好，不可能
29、过目不忘，所以需要重复、增强记忆。同时，复习的进展也有利于学习效率的提高。四、做作业的科学方法这里有七种做作业的技巧：,1、先复习后做作业。复习是做好作业的关键，只有复习得好，作业才能做得好。做作业前先把老师这一节课所讲的内容认真地看一看，弄清楚基本原理和概念后再去做作业，作业才能做得既快又好。,2、认真审题。做作业最关键的步就是审题，连题都判断错了，作业内容就全错了。首先第步要弄清楚题目的内容，所给的条件，什么要求，需要联系哪些知识等等；其次是考虑好解题思路、方法、步骤，要善于把道题分成几部分，化大为小、化难为易、分清其中的已知和未知，弄清各部分的联系，设计好整个解题步骤，定要让自己做到不明
30、白题意不做题，不清楚方法步骤不下笔。3、细心的做题。做题是表达思路的全过程，这个过程要求既动脑、又动手。做题的关键是要保证“规范”、“准确”。要做到这两点就要求学生认真的抄好题，书写格式必须正确、规范，严格按照各类题的解题要求，仔细演算解题的每步，得出正确的结果。只有平时做题认真细致，步骤完整，思路正确，表达严密，准确无误，考试时才能按照这种良好的习惯进行五、重视错题积累在学习的过程中，同学们可能遇到过一错再错的现象究其原因，多数是由于在学习中不求甚解，不注意总结积累所致。那么，该怎么办呢？实践证明，自编一本“易错题集”是避免做题一错再错的最好办法。错题本的复习方法：1、每周把该周错题本中记录
31、的题目快速浏览一遍；2、每月把该月错题本中记录的题目再快速浏览一遍；3、每个季度把错题本中三个月记录的题目再快速浏览一遍；4、大考前把该错题本中的所有题目认真复习一遍，确保题不二错,￥,精编资料 欢迎下载,There are moments in life when you miss someone so much that you just want to pick them from your dreams and hug them for real!Dream what you want to dream;go where you want to go;be,what you want
32、to be,because you have only one life and one chance to do all the things you want to do.May you have enough happiness to make you sweet,enough trials to make you,strong,enough sorrow to keep you human,enough hope to make you happy?Always put yourself in othersshoes.If you feel that it hurts you,it p
33、robably hurts the other person,too.The happiestof people dont necessarily have the best of everything;they just make the most of everything that comes along their way.Happiness lies for those who cry,those who hurt,those who havesearched,and those who have tried,for only they can appreciate the impo
34、rtance of peoplewho have touched their lives.Love begins with a smile,grows with a kiss and ends with a tear.The brightestfuture will always be based on a forgotten past,you cant go on well in lifeuntil you let go of your past failures and heartaches.When you were born,you were crying and everyone a
35、round youwas smiling.Live your life so that when you die,youre the one who is smiling and everyone around you is cryig.Please send this message to those people who mean something to you,to those whohave touched your life in one way or another,to those who make you smile when you really need it,to th
36、ose that make you see the brighter side of things when you are really down,to those whoyou want to let them know that you appreciate their friendship.And if you dont,dont worry,nothing bad will happen to you,you will just miss out on the opportunity to brighten someones daywith this message.Since we
37、 went to school,we have access to English all the time,because it is one of the necessary subjects.Before we attend college,we keep our attention on the grammar,butnow college means the new stage and we should pay attention to practical English.Here are some suggestions.First,it is important to spea
38、k out loudly.The purpose of learning English is tocommunicate with foreigners,so as to get to know more about the world.Grammar is not the only thing we care about.What we should do is to open our mouths and improve our ability to usespoken English.It begins with reading textbooks.When we listen to
39、the tapes and repeat many times,then our d.President Trump,as he often does,had a few things to sayAfter admitting that hehad been lonely over the holidays,Trump took advantage of his first public appearance of the new year Wednesday to air lingering grievances,make multiple false claims and reinfor
40、ce recentdecisions that have rattled financial markets and his partys leaders.As he held forth for more than 90 minutes before a small pool of reporters and photographers,members of his Cabinet,ostensibly called to the White House for a meeting,sat quietly around a long conference table.Trump defend
41、ed his decision last month to withdraw U.S.troops from Syria and sharply cut thedeployment to Afghanistan,moves that disturbed Republican allies in Congress and prompted the resignation of Defense Secretary James N.Mattis.In doing so,he contradicted his own recentclaim that the U.S.had achieved its
42、objectives of total victory over Islamic State militants in Syria.“Look,we dont want Syria,”he continued.“Were talking about sand and death.Thats what weretalking about.Were not talking about vast wealth.Were talking about sand and death,”he said,seemingly contrasting the war-wracked country with Ir
43、aq and its vast oil reserves.Iran“can dowhat they want there,frankly,”he added,a comment likely to unnerve officials in Israel,who have worried that a U.S.withdrawal from its positions in eastern Syria would allow Iran to expand itsinfluence there.“Its not my fault,”he said.“I didnt put us there.”Tr
44、ump offered little further clarity on the U.S.withdrawal from Syria,which he initially said would take place in 30 days,saying nowthat the pullout will“take place over a period of time.”Later,in a long riff about Afghanistan,Trump seemed to endorse Moscows 1979 invasion of the country an act that th
45、e U.S.viewed as anattempt to spread communism and waged a long,covert operation to combat during the Carter and Reagan administrations.“The reason Russia was in Afghanistan was because terrorists weregoing into Russia,”Trump said,making a case to leave the policing of hot spots in the Mideast and Ce
46、ntral Asia to countries in the region.“They were right to be there.The problem is it was atough fight.”The Soviet Union eventually was bankrupted by its Afghan war,Trump added.“Russia used to be the Soviet Union.Afghanistan made it Russia,because they went bankrupt fightingin Afghanistan.”Historians
47、 generally agree that the Russian invasion and subsequent occupation of much of Afghanistan was one of several factors that contributed to the collapse of the SovietUnion,although the country never went bankrupt.For years,Republicans have credited President Reagan with bringing an end to the Soviet
48、Union by his aggressive increase in U.S.militaryspending.Trumps comments stood in stark contrast to the view Mattis espoused in the resignation letter he presented last month after failing to convince the president to hold off on withdrawingfrom Syria.“We must do everything possible to advance an in
49、ternational order that is most conducive to our security,prosperity and values,and we are strengthened in this effort by the solidarityof our alliances,”Mattis wrote.Mattis comments clearly stung Trump,who responded last month with criticism of his former Pentagon chief.On Wednesday,he stepped that
50、up,claiming that hefired Mattis.“Whats he done for me?How had he done in Afghanistan?Not too good,”Trump said.“As you know,President Obama fired him,and essentially so did I.”Obama did not fire Mattis,although the general did retire several months early in 2013 from his position as the head of the m
