家政服务通用素养

《家政服务通用能力》本着促进行业发展，配齐配足家政保洁企业各类从业人员，满足家政企业的安全性、可操作性、专业化等需求，本书内容主要关注家政服务人员的职业素养，突出家政员的沟通能力、礼仪礼貌、生活常识、法律常识等主要内容，解决家政服务相关从业人员就业培训的基本需求，内容齐全丰富，文字简单易懂，以理论知识及案例分享的形式，指导相关从业人员提高职业素养，做好家政领域相关工作。本书总字数预计10万字。本书大部分章节配有照片图和手绘彩色插图，全书需要彩色印制。

北京市就业促进中心为北京市人力资源和社会保障局直属单位，主要职责包括：负责本市就业促进公共服务体系建设，参与制订稳定和扩大就业、创业带动就业等政策并组织落实。负责高校毕业生就业促进相关工作，参与制订毕业生就业政策并组织落实；组织开展毕业生求职招聘、职业指导、就业帮扶等公共服务。

培训任务1 职业道德
学习单元1 诚实守信···················································· 2
学习单元2 客户至上 ··················································· 5
学习单元3 保护客户隐私 ············································· 8
学习单元4 尊重和保护客户财产 ··································· 11
学习单元5 爱岗敬业 ················································· 14
学习单元6 服务守时 ················································· 17
培训任务2 礼貌礼仪
学习单元1 服务礼仪规范 ··········································· 21
学习单元2 仪容仪表 ················································· 26
学习单元3 文化与习俗 ·············································· 31
培训任务3 服务沟通
学习单元1 沟通概述·················································· 35
学习单元2 服务常见情景沟通 ····································· 39
学习单元3 客户心理 ················································· 43
培训任务4 健康环保
学习单元1 个人卫生 ········································································· 47
学习单元2 节约用水用电 ··································································· 54
学习单元3 垃圾分类 ········································································· 58
学习单元4 情绪管理 ········································································· 61
培训任务5 人身安全
学习单元1 安全用水、电、燃气 ·························································· 65
学习单元2 电动车安全 ······································································ 71
学习单元3 常见家庭基础伤病的处理 ···················································· 73
学习单元4 家庭消防安全 ··································································· 77
学习单元5 出行安全 ········································································· 81
学习单元6 拨打紧急求助电话 ····························································· 85
学习单元7 预防诈骗 ········································································· 89
学习单元8 极端天气与地质灾害中的自我保护 ········································ 93
培训任务6 法律常识
学习单元1 合同签订与履行 ································································ 99
学习单元2 家政行业相关法律知识 ····················································· 107
附录1 家政服务通用素养专项职业能力考核规范 ········································· 128
附录2 家政服务通用素养专项职业能力培训课程规范 ··································· 132