Reception Etiquette Of Civil Servants

Reception.

Special attention should be paid to the following three points:

First, the reception site.

Under the premise of what we can do, all the state administrative organs at all levels should set up special visiting reception rooms.

Generally speaking, visiting special reception rooms should be clean and tidy, keep quiet and keep secret.

Besides, traffic should be convenient and easy to find.

To this end, you can hang a sign around and hang a striking sign on the door.

Second, the reception staff.

In general, the staff who receive visitors can be divided into two categories, professional and non professional.

The former refers to the staff of letters and visits department, while the latter refers to other grass-roots civil servants of non petition departments.

Both professionals and non professionals are representatives of state administrative organs in the eyes of visitors.

Therefore, when receiving visitors, we should treat others with courtesy, be approachable and helpful.

In any case, visitors are not allowed to ignore, neglect, despise, prevarication, or sarcasm.

Thirdly, the reception procedure.

When formally receiving visitors, it is necessary to observe the necessary reception procedures to show the normalization of reception and respect for each other.

When visitors arrive, they should get up to greet each other, shake hands, greet them, and give seats to them, respectfully to each other.

When visitors reflect problems, they should listen carefully and take notes.

If necessary, you can ask the other party to sign or check, but you can not induce the other party.

For the other party's request, we should not be eager to make a stand, but should comply with the regulations.

When the other party leaves, they should get up and send them off and take the initiative to say goodbye.

If necessary, take the initiative to keep in touch with visitors.

3. answering the phone.

Telephone answering is a new form of letters and visits from people in recent years.

For every telephone call made by the masses to reflect the problem, the grass-roots civil servants should take them seriously and deal with them seriously.

First, set up a hotline.

A conditional unit or department may set up a dedicated hotline to facilitate the people's participation in politics, supervision, reporting and reflection.

After the hotline is set up, it should make use of the mass media to announce its dedicated number and duty time.

Second, assign someone to answer.

Where a formal "hot line" is set up for the society, a special person should be arranged to answer it, and a post responsibility system should be established and improved.

The basic contents should be recorded or recorded.

If necessary, a reply must also be made.

Third, pay attention to the attitude of the call.

The grass-roots civil servants, whether or not they are specially responsible for answering the hotline, should pay attention to their attitude towards the phone when they answer the phone calls from the masses, and show their high political responsibility and enthusiasm for serving the masses.

We must make sure that we refuse to accept each other.

It is not allowed to be pushed away, ambiguous or arrogant.

Work should usually be included in the plan.

In terms of security work, we must be "cautious".

Not only do we need to make plans, we attach great importance to it, but we also need to pay attention to details and strict demands.

As far as publicity and reporting are concerned, attention should be paid to the same caliber, mastery of propriety, and approval by relevant departments of the higher authorities.

The relevant picture and report materials should generally be provided to the recipients, and should be filed on file.

(two) order of concierge

The order of concierge, also known as the protocol sequence, refers to the reception of different guests from different countries, different regions, different groups, different units, different departments and different identities at the same time or at the same place.

At present, there are mainly five ways of arranging the order of concierge in our official activities.

1. rank jobs.

When receiving guests from various places on formal occasions, they often arrange according to their specific administrative duties.

For those who hold the same administrative duties, they may be arranged according to their seniority.

For those who are no longer in charge of administrative duties, they can be arranged according to their original duties, but they should be placed in the post.

If the reception group guests, the head of the team or the duty of the leader is the basic basis for its arrangement.

2. arrange letters.

When holding a large-scale international conference or international sports competition involving foreign affairs, according to international practice, it can be arranged according to the order of the Latin alphabet in the name of the country or region of its participants.

If the first letter of its name is the same, it can be arranged according to the order of its second bit letters.

The following letters are the same.

3. arrive sooner or later.

For the heads of foreign agencies or participants of all kinds of informal activities, they may be arranged according to the time they arrive at the scene.

This method is usually referred to as "first come, first served."

4. sign up.

Organizing business activities such as large investment fairs, exhibitions, expositions, etc., or when these methods are difficult to adopt, can be arranged according to the time when guests are formally enlisted in activities.

5. do not arrange.

This method is also called "no ranking".

In fact, it is arranged in a special way when it is difficult to arrange in other ways.

In order to avoid any doubt or dissatisfaction of the recipient, the receptionist must make early notification to the receptionist in proper form regardless of the specific protocol arrangement.

(three) escort escort

In the reception of guests, the reception must be highly regarded and attentive.

1. guests' welcome.

The important guests who receive formal visits can sometimes arrange for them to send and send off activities as appropriate, in order to show their attention and courtesy to each other.

When the grass-roots civil servants are responsible for hosting activities, two major problems need to be noted.

First, restrict the scale of welcome.

At present, according to the simplified requirements of reception etiquette, it is necessary to restrict the scale of reception.

In the reception of guests, a special reception should not be arranged.

Even if it is necessary to organize general reception, it should also be practical and simple, with strict restrictions on the number of participants, master's identity, vehicle grades and quantity.

Second, clear time and place, for distant guests, the host side arranges specially for his library to send, often unavoidable.

Those responsible for receiving visitors must pay attention to the time and place of meeting the two parties ahead of time.

For the specific time and place to welcome guests, the two sides should not only make sure of the time, but also usually pay attention to the main customers.

If necessary, the reception personnel must confirm with the other party before the guests have officially started.

2. guests escort.

During the visit, the host party often designate someone to accompany him when necessary.

Generally speaking, there are three points for attention when accompanying guests:

First, take care of the guests.

During the entire stay of the host party, the escort should pay attention to the guests from beginning to end.

Without interfering with the personal freedom of the guests, the care for the other party should be active and considerate.

Second, to facilitate guests.

For all reasonable and normal requests made during the stay of a guest, the accompanying personnel should try their best to satisfy them and make every effort to provide all conveniences for their work and life.

Thirdly, stick to the post.

In any case, the escort must stick to his post and must not take any excuse to quit.

At ordinary times, the escort should not only be on call, but also consciously arrive at the post before the specified time.

It is normal for the escort to wait for the guests, but it is not proper for the guests to wait for the escort.

Two, the reception of letters and calls

Letters and visits are the abbreviation for people's letters and visits.

Concretely speaking, it refers to a kind of personal or collective wishes directly reflected to the state administrative organs by way of letters, visits or calls.

Way.

It can be seen that the reception of letters and visits from the masses is not only a function of the civil servants at the grass-roots level, but also a way of communicating with the masses and communicating with each other.

The basic principles of our government's handling of letters and visits are based on facts, taking law as the yardstick, understanding public opinion, observing the people's feelings, coming to terms with love and understanding, and fully developing socialist democracy.

(1) basic system

The grass-roots civil servants who are responsible for letters and visits are not only responsible for ensuring timely and effective communication between the government and the masses, but also for the necessary screening of the information so as not to mislead the news and mislead the superiors.

Therefore, we must establish and improve the basic system of petition work, and ask every petition worker to consciously abide by it.

1. registration system.

All letters and visits must be registered in a standardized way.

The main contents of registration should be: the name or alias, gender, political status, work unit, job title, nationality, place of origin, home address, contact method, reflection problem, basic requirements, suggestions and so on.

When carrying out specific registration, be conscientious and responsible.

After registration, it is usually necessary to review.

All relevant materials should be kept in file.

2. reception system.

In order to facilitate the close relationship between the administrative organs at all levels and the masses and strengthen communication, a special reception system should be established to institutionalize the petition work.

Civil servants at all levels, especially those responsible, should take a fixed time to receive visitors and read their letters.

At the same time, special telephone lines should be set up to serve the community.

Once the reception system is established, it should be announced to the public and conscientiously accept the supervision of the whole society.

3. pfer system.

The grass-roots civil servants must take seriously the situation and problems reflected in the letters and visits of the masses.

If in the department or within the scope of its responsibilities, it must be resolved as soon as possible, no evasion or delay; if it is necessary to be handled by other units or departments, it should be pferred to the relevant departments as soon as possible in accordance with the relevant regulations and procedures.

It is not allowed to go beyond the authority to act without authorization, nor to make an excuse not to change or not to do so, or to delay the pfer time.

4. a reminder system.

The pfer of letters or visits to other units or departments must be rewarded.

If necessary, the time limit for return should also be specified.

For some important letters and visits cases, the letters and visits Department stipulates that the undertaking units or departments should be urged within a certain period of time.

Specific contractors or departments should attach great importance to them, conscientiously organize special personnel to investigate and deal with them, and settle cases within a specified time.

Pressing and investigating are related to each other and constitute a reminder system.

5. reporting system.

Letters and visits departments usually do regular summarization of their work.

In general, a statistical analysis should be carried out every month. A comprehensive study should be carried out every quarter, and a comprehensive summary should be made every six months or a year.

Any statistical analysis, comprehensive research and comprehensive summary of any petition work, any sudden and critical incidents related to letters and visits shall be reported to the higher authorities in a timely and accurate manner in accordance with the relevant procedures, and other relevant departments should be notified.

(two) daily work

To make the work of letters and visits effective, we need the grass-roots civil servants to focus on everything and start from a small scale, and deal with the following routine and pactional work wholeheartedly.

1. handling of the letter.

The work of dealing with letters from the masses is generally referred to as running letters.

At the same time, the grass-roots civil servants should follow the relevant procedures in addition to timely inspection, timely handling and timely reply.

First, unseal.

The letter should be received on the same day.

When opening a letter, you should generally indicate the date of disassembly or the date stamping, and numbering it for future reference.

Second, read the letter.

After opening the letter, you should read it as early as possible, not dismantle it or read it, or read it carelessly.

When you read a letter, you should be objective and calm, clear your mind, grasp the key points, and fully understand its contents.

Third, registration.

After reading the letter, they should register carefully.

The specific contents of letter registration should be in accordance with the relevant provisions.

Fourth, reporting.

Most important letters must be reported.

Newspaper refers to reporting to the leadership for approval.

It requires accurate reporting, neither omission nor excessive reporting.

Transfer refers to the pfer of letters to the relevant units or departments.

It requires compliance with regulations, no turning around, good pfer, and no pfer to the person directly involved in the letter.

Fifthly, reply.

The letter must be given the necessary reply within a certain period.

Even if the problem of reflection has been pending, it is not appropriate to ignore the letter.

Generally speaking, the messenger can be informed after the pfer of the letter.

Its six, check.

All letters after the case should be filed and filed for examination.

At the same time, we should confidentiality our letters.

Neither the name nor the content of a letter is allowed to be addressed to the outside world.