第一章 老年服务礼仪概述 ········································································· 1
第一节 礼仪概述 ················································································· 2
一、礼仪发展简史 ··········································································· 2
二、礼仪的特点和作用····································································· 4
三、礼仪的基本原则 ········································································ 7
第二节 老年服务礼仪 ··········································································· 8
一、老年服务礼仪的概念·································································· 8
二、老年服务礼仪的基本理论···························································· 8
三、老年服务礼仪在老年服务中的作用··············································· 11
第二章 仪容仪表礼仪 ··············································································· 13
第一节 发型 ······················································································14
一、头发的养护 ·············································································14
二、发型的设计 ·············································································16
三、老年服务人员发型要求······························································19
第二节 化妆 ······················································································20
一、皮肤护理 ················································································20
二、化妆的目的、特点及原则···························································23
三、老年服务人员化妆的技巧···························································24
四、化妆的禁忌 ·············································································26
第三节 服饰礼仪 ················································································27
一、生活着装的基本原则·································································27
二、工作着装的要求 ·······································································31
老年服务礼仪与沟通技巧
三、配饰礼仪 ················································································33
第四节 表情礼仪 ················································································34
一、目光 ······················································································35
二、笑容 ······················································································38
第三章 体态礼仪 ······················································································ 42
第一节 站姿 ······················································································43
一、老年服务人员常用站姿······························································43
二、不良站姿 ················································································46
第二节 坐姿 ······················································································47
一、老年服务人员常用坐姿······························································47
二、坐姿注意事项 ··········································································51
第三节 走姿 ······················································································51
一、走姿的要求 ·············································································52
二、不良走姿 ················································································53
三、扶行老年人的注意事项······························································53
第四节 蹲姿 ······················································································54
一、老年服务人员常用蹲姿······························································54
二、不良蹲姿 ················································································56
第四章 社交礼仪 ······················································································ 58
第一节 见面礼仪 ················································································59
一、称谓礼仪 ················································································59
二、介绍礼仪 ················································································61
三、名片礼仪 ················································································64
四、握手礼仪 ················································································66
第二节 通信礼仪 ················································································68
一、通话礼仪 ················································································68
二、微信礼仪 ················································································71
第三节 往来礼仪 ················································································73
一、接待礼仪 ················································································73
二、拜访礼仪 ················································································74
三、馈赠礼仪 ················································································75
第四节 行政工作礼仪 ··········································································76
一、办公室礼仪 ·············································································77
二、会议礼仪 ················································································78
三、护理文书礼仪 ··········································································79
IV
目 录
第五章 求职应聘礼仪 ··············································································· 82
第一节 求职前的准备 ··········································································83
一、自我定位 ················································································83
二、书面求职材料 ··········································································84
三、面试模拟训练 ··········································································87
第二节 面试礼仪 ················································································88
一、面试前礼仪 ·············································································88
二、面试中礼仪 ·············································································90
三、面试后礼仪 ·············································································95
第六章 人际沟通概述 ··············································································· 98
第一节 沟通概述 ················································································99
一、沟通的基本要素 ·······································································99
二、沟通的类型 ··········································································· 101
三、人际沟通的影响因素及应对策略················································ 104
第二节 人际关系概述 ········································································ 106
一、人际关系的概念 ····································································· 107
二、人际关系的特点 ····································································· 107
三、人际关系的影响因素及应对策略················································ 109
第七章 老年服务沟通概述 ····································································· 113
第一节 老年服务中的语言沟通 ···························································· 114
一、老年服务语言沟通的特点························································· 115
二、语言沟通内容的选择······························································· 116
三、音调、语气与情绪的选择与控制················································ 119
第二节 老年服务中的非语言沟通 ························································· 121
一、老年服务中的肢体语言···························································· 121
二、老年服务中的倾听技巧···························································· 125
三、老年服务中的环境语言···························································· 127
第三节 与老年人有效沟通的技巧 ························································· 130
一、有效沟通的原则 ····································································· 130
二、有效沟通的技巧 ····································································· 131
三、促进老年人沟通能力的活动建议················································ 134
第八章 与老年人首次见面的沟通 ··························································· 136
第一节 首次见面礼仪 ········································································ 137
一、首次见面的注意事项······························································· 137
二、首次见面前的准备·································································· 139
三、首次见面的礼仪 ····································································· 141
第二节 打开见面话题 ········································································ 142
V
老年服务礼仪与沟通技巧
VI
一、老年人喜欢的话题·································································· 143
二、化解第一次见面冷场技巧························································· 144
三、首次见面结束礼仪·································································· 147
第九章 与特殊老年人的沟通技巧 ··························································· 149
第一节 与失智老年人的沟通 ······························································· 150
一、理解失智老年人的需求···························································· 150
二、与失智老年人的沟通技巧························································· 151
第二节 与视听障碍的老年人沟通 ························································· 155
一、与视力障碍老年人的沟通技巧 ··················································· 155
二、与听力障碍老年人的沟通技巧··················································· 157
第三节 与心理障碍老年人的沟通 ························································ 158
一、与性格孤僻老年人的沟通技巧··················································· 159
二、与情绪消极老年人的沟通技巧··················································· 159
第十章 突发事件的沟通处理 ·································································· 163
第一节 与突然被告知患有疾病的老年人沟通 ·········································· 164
一、得知患病老年人的心理状态······················································ 164
二、深入了解老年人的基本情况······················································ 165
三、创造良好的环境氛围······························································· 167
四、沟通技巧 ·············································································· 167
第二节 处理老年人之间的常见矛盾冲突 ················································ 168
一、养老机构老年人之间产生矛盾的主要原因 ··································· 168
二、处理矛盾冲突的原则······························································· 169
三、处理措施 ·············································································· 170
第三节 与和家人闹矛盾老年人的沟通 ··················································· 171
一、老年人家庭关系的影响因素······················································ 171
二、处理措施 ·············································································· 172
第十一章 与临终老年人沟通 ·································································· 174
第一节 与临终老年人的沟通技巧 ························································· 175
一、临终老年人的心理反应阶段······················································ 175
二、进行临终关怀的意义······························································· 176
三、与临终老年人沟通的基本原则··················································· 176
四、与临终老年人沟通的基本步骤··················································· 178
第二节 与临终老年人家属的沟通 ························································· 179
一、临终老年人家属的心理反应······················································ 179
二、与临终老年人家属的沟通策略··················································· 180
参考文献 ·································································································· 183
附录 参考答案 ······················································································· 184
