从人际传播视角看服务从业人员的服务能力

Service Competence from the Perspective of Interpersonal Communication

文章从人际传播视角对服务从业人员的服务能力进行了探讨,指出服务行业的服务活动是一个人际传播系统,提出服务从业人员的服务能力包括职业技术能力和建立人际合作关系能力;找出了影响"建立人际合作关系"能力的文化知识,提出在高职院校人才培养知识体系中,增加培养"建立合作关系"能力的文化知识是当务之急.

From the perspective of interpersonal communications, the service competence of the service people was studied, pointing out that service activity is a process of interpersonal communication. Service competence consists ofprofessional abilities and interpersonal abilities. The cultural knowledge that influences interpersonal relations has been identified. The most urgent matter was to cultivate in students the interpersonal cooperation competence.