‫‪15/1‬‬ ‫ﺁﻱ ﺇﺱ – ﺁﻱ‬ ‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬ ‫‪240102‬‬

‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬

‫ﻗﺎﺋﻤﺔ ﺍﶈﺘﻮﻳﺎﺕ‬

‫ﺍﻷﻫﺪﺍﻑ‬ ‫•‬

‫ﺳﺒﺐ ﺃﻫﻤﻴﺔ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ‬ ‫•‬

‫ﻣﺎ ﻫﻮ ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ؟‬ ‫•‬

‫ﺍﻟﺼﻔﺎﺕ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻓﻲ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺘﺤﻘﻴﻖ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬ ‫•‬

‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ‪-‬ﺷﺨﺼﻴﺔ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺳﻲ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺮﻓﻊ ﻣﺴﺘﻮﻯ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬ ‫•‬

‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ‬ ‫•‬

‫ﻗﺎﺋﻤﺔ ﺍﻟﺘﻐﺬﻳﺔ ﺍﻟﺮﺟﻌﻴﺔ‬ ‫•‬

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‫‪15/2‬‬ ‫ﺁﻱ ﺇﺱ – ﺁﻱ‬ ‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬ ‫‪240102‬‬

‫ﺍﻷﻫﺪﺍﻑ‬ ‫•‬
‫ﺑﻌﺪ ﺍﻻﻧﺘﻬﺎﺀ ﻣﻦ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ‪ ،‬ﺳﻮﻑ ﺗﺘﻤﻜﻦ ﻣﻦ‪:‬‬

‫ﻭﺻﻒ ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬ ‫•‬

‫ﻭﺻﻒ ﺍﻟﺼﻔﺎﺕ ﺍﻟﺜﻼﺙ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺘﺤﻘﻴﻖ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬ ‫•‬

‫ﻭﺻﻒ ﻧﻮﻉ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺘﻲ ﻳﺤﺘﺎﺝ ﺇﻟﻴﻬﺎ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺰﻳﺎﺩﺓ ﻣﺴﺘﻮﻯ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‪.‬‬ ‫•‬

‫ﺳﺒﺐ ﺃﻫﻤﻴﺔ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ‬ ‫•‬

‫ﻗﺒﻞ ﺍﻟﺒﺪﺀ ﻓﻲ ﺗﻌﻠﻢ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ‪-‬ﺷﺨﺼﻴﺔ ﺍﻟﺘﻲ ﻳﺤﺘﺎﺝ ﺇﻟﻴﻬﺎ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‪ ،‬ﻣﻦ ﺍﳌﻬﻢ ﺃﻥ‬
‫ﻧﺘﻔﻬﻢ ﻓﻲ ﺍﻟﺒﺪﺍﻳﺔ ﺳﺒﺐ ﺍﳊﺎﺟﺔ ﺇﻟﻰ ﺗﻮﺍﻓﺮ ﻫﺬﻩ ﺍﳌﻬﺎﺭﺍﺕ‪ ،‬ﻭﺍﻟﺘﻐﻴﺮﺍﺕ ﺍﳌﺘﻮﻗﻌﺔ ﻣﻦ ﺗﻌﻠﻢ ﻫﺬﻩ ﺍﳌﻬﺎﺭﺍﺕ‪.‬‬
 ‫‪15/3‬‬ ‫ﺁﻱ ﺇﺱ – ﺁﻱ‬ ‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬ ‫‪240102‬‬

‫ﻣﺎ ﻫﻮ ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ؟‬ ‫•‬

‫ﺗﻮﻗﻌﺎﺕ ﺍﻟﻌﻤﻼﺀ‬

‫_______________________________________________________________‬

‫_______________________________________________________________‬

‫_______________________________________________________________‬

‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬

‫_______________________________________________________________‬

‫_______________________________________________________________‬

‫_______________________________________________________________‬
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‫ﺍﻟﺼﻔﺎﺕ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺘﺤﻘﻴﻖ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬ ‫•‬

‫ﺃﻫﻤﻴﺔ ﺍﻷﺳﻠﻮﺏ ﺍﳌﻬﻨﻲ‬

‫ﺍﻟﻌﻤﻴﻞ ﻳﺆﻣﻦ ﻓﻲ ﺻﻤﻴﻢ ﻗﻠﺒﻪ ﺑﺄﻥ "ﻫﺬﺍ ﻫﻮ ﺍﻟﺸﺨﺺ ﺍﻟﺬﻱ ﺳﻴﺤﻞ ﻟﻲ ﻣﺸﻜﻠﺘﻲ"‪.‬‬
‫ﻟﺬﺍ‪ ،‬ﻳﺠﺐ ﺃﻥ ﻳﻜﻮﻥ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻣﺤﺘﺮﻓﹰﺎ ﺑﺤﻴﺚ ﻳﻔﻲ ﺑﻬﺬﻩ ﺍﻟﺘﻮﻗﻌﺎﺕ‪.‬‬

‫ﺍﻟﺼﻔﺎﺕ ﺍﻟﺜﻼﺙ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻓﻲ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‪.‬‬

‫ﺍﻷﺳﻠﻮﺏ‬

‫ﺍﻻﻟﺘﺰﺍﻡ‬

‫ﺍﻟﻤﻬﺎﺭﺓ‬ ‫ﺍﻟﻤﻌﺮﻓﺔ‬
‫‪15/5‬‬ ‫ﺁﻱ ﺇﺱ – ﺁﻱ‬ ‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬ ‫‪240102‬‬

‫ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬
‫ﺍﻟﺘﻌﺎﻣﻞ ﻣﻊ ﺍﻟﻌﻤﻼﺀ ﲟﻨﺘﻬﻰ ﺍﻟﺘﻔﺎﻧﻲ ﻭﺻﺪﻕ ﺍﳌﺸﺎﻋﺮ ﻭﺍﻻﻫﺘﻤﺎﻡ‪.‬‬

‫ﺣﺴﻦ ﺍﻟﻀﻴﺎﻓﺔ‬

‫ﺍﺳﺘﻘﺒﺎﻝ ﺍﻟﻌﻤﻼﺀ ﺑﻮﺩ‪ ،‬ﻭﺣﺐ‪ ،‬ﻭﺑﺄﺳﻠﻮﺏ ﻳﻨﻢ ﻋﻦ ﺍﻹﺧﻼﺹ‪.‬‬

‫ﺍﻟﺸﻌﻮﺭ ﲟﺎ ﻳﺸﻌﺮ ﺑﻪ ﺍﻟﻌﻤﻼﺀ ﻭﺑﺬﻝ ﺃﻗﺼﻰ ﻣﺎ ﻓﻲ ﺍﺳﺘﻄﺎﻋﺘﻚ ﻹﺭﺿﺎﺀ ﺍﻟﻌﻤﻴﻞ‪.‬‬
 ‫‪15/6‬‬ ‫ﺁﻱ ﺇﺱ – ﺁﻱ‬ ‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬ ‫‪240102‬‬

‫• ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ – ﺷﺨﺼﻴﺔ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺳﻲ ﺍﻻﺳﺘﻘﺒﺎﻝ‬

‫ﻟﺰﻳﺎﺩﺓ ﻣﺴﺘﻮﻯ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬

‫ﺧﻠﻖ ﻗﻴﻤﺔ ﻫﻮﻧﺪﺍ ﻟﺘﺤﻮﺫ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‪.‬‬

‫ﺩﻭﻣﺎ ﺃﻥ‬
‫ﻳﺠﺐ ﺃﻥ ﻳﺒﺤﺚ ﺃﻋﻀﺎﺀ ﻫﻮﻧﺪﺍ ﻋﻦ ﺃﺳﺎﻟﻴﺐ ﲢﻘﻴﻖ ﺍﻟﻘﻴﻤﺔ ﻟﻬﻮﻧﺪﺍ ﺍﻧﻄﻼﻗﹰﺎ ﻣﻦ ﺷﻌﺎﺭ‪" ،‬ﳝﻜﻨﻚ ﹰ‬
‫ﺗﺘﻮﻗﻊ ﺍﳌﺰﻳﺪ ﻣﻦ ﻫﻮﻧﺪﺍ‪".‬‬

‫ﻭﺍﻟﻌﻮﺍﻣﻞ ﺍﻷﺳﺎﺳﻴﺔ ﻓﻲ ﺫﻟﻚ ﻫﻲ ﺗﻮﺻﻴﻞ ﻓﻠﺴﻔﺔ ﻫﻮﻧﺪﺍ ﺇﻟﻰ ﻛﺎﻓﺔ ﻋﻤﻼﺋﻬﺎ‪ ،‬ﻭﻛﺬﻟﻚ ﺍﻷﺳﻠﻮﺏ ﺍﳌﻬﻨﻲ‬
‫ﺍﶈﺘﺮﻑ ﺍﻟﺬﻱ ﳝﺘﺎﺯ ﺑﻪ ﻛﻞ ﻋﻀﻮ ﻣﻦ ﺃﻋﻀﺎﺀ ﻫﻮﻧﺪﺍ‪ ،‬ﺇﻟﻰ ﺟﺎﻧﺐ ﺍﳊﻜﻤﺔ ﺍﻟﺘﻲ ﺗﺘﺄﺗﻰ ﻣﻊ ﺫﻟﻚ‪ .‬ﻭﳑﺎ ﻻ ﺷﻚ‬
‫ﻓﻴﻪ ﺃﻥ ﻫﺬﻩ ﺍﳊﻜﻤﺔ ﺳﺘﺜﻤﺮ ﺣﺼﺎﺩﹰﺍ ﳝﻜﻦ ﻷﺳﺮﺓ ﻫﻮﻧﺪﺍ ﺑﺄﺳﺮﻫﺎ ﺍﳌﺸﺎﺭﻛﺔ ﻓﻴﻬﺎ‪ .‬ﻭﻣﻦ ﺛﻢ ﺗﺰﺩﺍﺩ ﻧﻘﺎﻃﻨﺎ‬
‫ﺍﻟﻘﻮﻳﺔ ﻗﻮﺓ ﻭﺗﺰﻭﻱ ﻧﻘﺎﻁ ﺍﻟﻀﻌﻒ ﺷﻴ ﹰﺌﺎ ﻓﺸﻴ ﹰﺌﺎ‪.‬‬

‫ﺍﻟﻔﻜﺮﺓ‪ :‬ﻟﻀﻤﺎﻥ ﳒﺎﺡ ﻫﻮﻧﺪﺍ ﺍﳌﺴﺘﻤﺮ‬

‫ﺃﻭﻻ‪ ،‬ﻧﺴﺘﻤﻊ ﺇﻟﻰ ﺍﻟﻌﻤﻼﺀ ﺍﻟﺪﺍﺋﻤﲔ‪ ،‬ﻭﻣﻦ ﺛﻢ ﻧﻀﻊ ﻣﺸﺎﻋﺮ ﺍﻟﻌﻤﻴﻞ ﻓﻲ ﺍﻻﻋﺘﺒﺎﺭ ﻣﻦ ﻣﻨﻈﻮﺭ ﺍﻟﻌﻤﻴﻞ‪.‬‬

‫ﺻﻮﺕ ﺍﻟﻌﻤﻴﻞ ﺍﻟﺬﻱ ﻳﺸﻌﺮ ﺑﺎﻟﺮﺿﺎ‪.‬‬ ‫‪1‬‬

‫ﺻﻒ ﻛﻠﻤﺎﺕ ﺍﻟﻌﻤﻴﻞ ﺍﻟﺬﻱ ﻳﺸﻌﺮ ﺑﺎﻟﺮﺿﺎ ﻋﻠﻰ ﻭﺍﺣﺪﺓ ﻣﻦ ﺍﻟﻨﻐﻤﺎﺕ ﺍﳋﻀﺮﺍﺀ‪.‬‬

‫ﻣﺜﺎﻝ‪" :‬ﺳﻌﻴﺪ ﻟﻠﻐﺎﻳﺔ"‬

‫"ﻣﻨﺘﺠﺎﺕ ﺁﻣﻨﺔ"‬
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‫ﺻﻮﺕ ﺍﻟﻌﻤﻴﻞ ﺍﻟﺬﻱ ﻳﺸﻌﺮ ﺑﺎﻟﺴﺨﻂ‬ ‫‪2‬‬

‫ﺻﻒ ﻛﻠﻤﺎﺕ ﺍﻟﻌﻤﻴﻞ ﺍﻟﺬﻱ ﻳﺸﻌﺮ ﺑﺎﻟﺴﺨﻂ ﻋﻠﻰ ﻭﺍﺣﺪﺓ ﻣﻦ ﺍﻟﻨﻐﻤﺎﺕ ﺍﻟﺼﻔﺮﺍﺀ‪.‬‬

‫ﻣﺜﺎﻝ‪" :‬ﻣﺪﺧﻞ ﻳﻌﺞ ﺑﺎﻟﻔﻮﺿﻰ"‬

‫"ﻻ ﺗﻮﺟﺪ ﻣﺘﺎﺑﻌﺔ"‬
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‫ﲢﻘﻴﻖ ﺍﻟﻘﻴﻤﺔ ﻟﻬﻮﻧﺪﺍ ﺍﻟﺘﻲ ﻣﻦ ﺷﺄﻧﻬﺎ ﺃﻥ ﲢﻘﻖ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬

‫ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬

‫ﻣﺎﺫﺍ ﺳﻴﺤﺪﺙ ﺇﻥ ﻓﻌﻠﺖ‬ ‫ﻣﺎ ﻫﻮ ﺍﻷﻣﺮ ﺍﻟﺘﺎﻟﻲ‬ ‫ﻣﺎﺫﺍ ﺳﻴﺤﺪﺙ ﺇﻥ ﻟﻢ‬

‫ﺫﻟﻚ؟‬ ‫ﺍﻟﺬﻱ ﻳﻨﺒﻐﻲ ﻋﻠﻲ ﻓﻌﻠﻪ؟‬ ‫ﺃﻓﻌﻞ ﺫﻟﻚ؟‬

‫ﺍﳉﻮﺩﺓ‬
‫ﺍﻟﺴﻴﺎﺭﺓ ﻋﺎﻟﻴﺔ ﺍﳉﻮﺩﺓ‬ ‫•‬
‫ﺍﳋﺪﻣﺔ ﻋﺎﻟﻴﺔ ﺍﳉﻮﺩﺓ‬ ‫•‬
‫)ﺍﺳﺘﻜﻤﺎﻝ ﺍﻹﺻﻼﺣﺎﺕ ﻓﻲ‬
‫ﺟﻠﺴﺔ ﻭﺍﺣﺪﺓ(‬

‫ﺍﻟﺸﺨﺺ‬
‫•‬ ‫ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻳﻌﺮﻑ ﺍﻟﻜﺜﻴﺮ ﻋﻦ‬
‫ﺍﻟﺘﻜﻠﻔﺔ‬ ‫‪.‬ﺍﻟﺴﻴﺎﺭﺍﺕ ﻭﻋﻦ ﻋﻤﻠﻴﺎﺕ ﺍ ﺍﳋﺪﻣﺔ‬
‫ﺍﻟﺴﻌﺮ ﻣﻌﻘﻮﻝ‬ ‫•‬ ‫•‬ ‫ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻳﺘﻤﺘﻊ ﺑﺎﻟﻜﺜﻴﺮ ﻣﻦ‬
‫ﺍﻟﺘﻘﺪﻳﺮ ﻣﺘﺎﺡ ﻋﻠﻰ ﺍﻟﻔﻮﺭ‬ ‫•‬ ‫ﺍﻟﻘﺪﺭﺍﺕ )ﺍﻻﺳﺘﻤﺎﻉ ﺇﻟﻰ ﺍﻟﻄﻠﺒﺎﺕ‪ ،‬ﺷﺮﺡ‬
‫ﺍﻟﺘﻘﺪﻳﺮﺍﺕ ﻭﺍﻟﻔﻮﺍﺗﻴﺮ‪ ،‬ﻣﺘﺎﺑﻌﺔ ﻣﺎ ﺑﻌﺪ‬
‫)ﺍﻹﺻﻼﺣﺎﺕ‬

‫ﺍﻟﻮﻗﺖ‬ ‫ﺍﳌﺮﺍﻓﻖ ﻭﺍﻟﺒﻴﺌﺔ‬

‫ﻣﻦ ﺍﻟﺴﻬﻞ ﲢﺪﻳﺪ ﺍﳌﻮﺍﻋﻴﺪ‬ ‫•‬ ‫ﻣﺮﻛﺰ ﺍﳋﺪﻣﺔ ﻗﺮﻳﺐ‪.‬‬ ‫•‬
‫ﺍﻟﻮﻓﺎﺀ ﺑﺎﳌﻮﺍﻋﻴﺪ‬ ‫•‬ ‫ﺳﺎﺣﺔ ﺍﻻﻧﺘﻈﺎﺭ ﻧﻈﻴﻔﺔ ﻭﻣﺒﻬﺠﺔ‪.‬‬ ‫•‬
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‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ‪-‬ﺷﺨﺼﻴﺔ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬

‫ﲢﻴﺔ ﺍﻟﻌﻤﻴﻞ ﺑﺎﺑﺘﺴﺎﻣﺔ‬

‫ﺗﻘﺪﻳﺮ ﺍﻟﻌﻤﻴﻞ ﺑﺤﺐ‬
‫ﺍﻟﺘﺼﺮﻑ ﻛﺎﶈﺘﺮﻓﲔ‬ ‫ﺍﻻﻧﻄﺒﺎﻉ ﺍﻹﻳﺠﺎﺑﻲ ﺍﻷﻭﻝ‬
‫ﻃﺮﻳﻘﺔ ﺍﳊﺪﻳﺚ‬
‫ﲢﺪﻳﺪ ﻣﻮﻋﺪ‬
‫ﺍﻟﺘﻘﺎﻁ ﺳﻤﺎﻋﺔ ﺍﻟﻬﺎﺗﻒ ﻣﺎ ﺃﻥ ﻳﺮﻥ ﺍﳉﺮﺱ‪.‬‬
‫ﺍﻻﺗﺼﺎﻝ ﺑﻌﺪ ﺍﻧﺘﻬﺎﺀ ﺍﻹﺻﻼﺣﺎﺕ‪.‬‬
‫ﺗﻔﻬﻢ ﻣﺎ ﻳﻘﻮﻟﻪ ﺍﻟﻌﻤﻴﻞ ﻋﻠﻰ ﺍﻟﻬﺎﺗﻒ‪.‬‬
‫ﺍﻻﺗﺼﺎﻝ ﺍﻟﺘﻠﻴﻔﻮﻧﻲ‬
‫ﺍﻟﺪﻗﺔ ﻓﻲ ﺍﺳﺘﻘﺒﺎﻝ ﺍﳌﻜﺎﳌﺎﺕ ﺍﻟﺘﻠﻴﻔﻮﻧﻴﺔ‬
‫ﺍﻹﻧﺼﺎﺕ ﺇﻟﻰ ﺍﻟﻌﻤﻴﻞ ﺑﺎﻫﺘﻤﺎﻡ‪.‬‬
‫ﺗﻔﻬﻢ ﺍﺣﺘﻴﺎﺟﺎﺕ ﺍﻟﻌﻤﻴﻞ‪.‬‬ ‫ﺍﻻﺳﺘﻤﺎﻉ ﺍﻟﻔﻌﺎﻝ‬
‫ﺟﻌﻞ ﺍﻟﻌﻤﻴﻞ ﻳﺸﻌﺮ ﺑﺎﻻﺭﺗﻴﺎﺡ‪.‬‬
‫ﺷﺮﺡ ﻣﺤﺘﻮﻳﺎﺕ ﺧﻄﺔ ﺍﻟﺘﻘﺪﻳﺮ ﺃﻭ ﺍﻹﺻﻼﺡ‬
‫ﺷﺮﺡ ﺍﻷﻣﺮ ﺇﻟﻰ ﺍﻟﻌﻤﻴﻞ ﺑﻌﻨﺎﻳﺔ‪.‬‬ ‫ﺍﻟﺸﺮﺡ ﺍﻟﻮﺍﺿﺢ‬
‫ﺷﺮﺡ ﺍﳌﺸﻜﻠﺔ ﺇﻟﻰ ﺍﻟﻔﻨﻲ ﺑﻜﻔﺎﺀﺓ‪.‬‬
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‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ‬ ‫•‬

‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪1‬‬

‫ﻓﻜﺮ ﻓﻲ ﺛﻼﺙ ﻧﻘﺎﻁ ﻋﻠﻰ ﺍﻷﻗﻞ ﺗﻜﻮﻥ ﻣﺘﻀﻤﻨﺔ ﻓﻲ ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‪ ،‬ﻭﺍﻛﺘﺐ ﺍﻟﻌﻨﺎﺻﺮ‬
‫ﺍﻟﺬﻱ ﺗﺘﺄﻟﻒ ﻣﻨﻬﺎ‪.‬‬

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‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪2‬‬

‫ﺍﻛﺘﺐ ﺍﻟﺼﻔﺎﺕ ﺍﻟﺜﻼﺙ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺘﺤﻘﻴﻖ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‪.‬‬

‫•‬

‫‪Commitment‬‬

‫•‬ ‫•‬
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‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪3‬‬

‫ﻓﻜﺮ ﻓﻲ ﺃﺭﺑﻊ ﻣﻬﺎﺭﺍﺕ ﺑﲔ‪-‬ﺷﺨﺼﻴﺔ ﻳﻠﺰﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺳﻲ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺰﻳﺎﺩﺓ ﻣﺴﺘﻮﻯ‬
‫ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‪ ،‬ﻭﺍﻛﺘﺐ ﻣﺎ ﺍﻟﺬﻱ ﺗﺘﺄﻟﻒ ﻣﻨﻪ‪.‬‬

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 ‫‪15/13‬‬ ‫ﺁﻱ ﺇﺱ – ﺁﻱ‬ ‫ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‬ ‫‪240102‬‬

‫ﻗﺎﺋﻤﺔ ﺍﻟﺘﻐﺬﻳﺔ ﺍﻟﺮﺟﻌﻴﺔ‬ ‫•‬

‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪1‬‬

‫ﻓﻜﺮ ﻓﻲ ﺛﻼﺙ ﻧﻘﺎﻁ ﻋﻠﻰ ﺍﻷﻗﻞ ﺗﻜﻮﻥ ﻣﺘﻀﻤﻨﺔ ﻓﻲ ﺩﻭﺭ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ‪ ،‬ﻭﺍﻛﺘﺐ ﺍﻟﻌﻨﺎﺻﺮ‬
‫ﺍﻟﺬﻱ ﺗﺘﺄﻟﻒ ﻣﻨﻬﺎ‪.‬‬

‫ﲤﺜﻴﻞ ﺍﻟﻮﻛﻴﻞ ﻟﺪﻯ ﺍﻟﻌﻤﻼﺀ‬ ‫‪1‬‬

‫ﻋﻨﺪﻣﺎ ﻳﻮﺍﺟﻪ ﺍﻟﻌﻤﻴﻞ ﻣﺸﻜﻠﺔ ﻣﻊ ﺳﻴﺎﺭﺗﻪ‪ ،‬ﻳﻜﻮﻥ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻫﻮ ﺃﻭﻝ ﻣﻦ ﻳﻠﺘﻘﻲ‬
‫ﺑﺎﻟﻌﻤﻴﻞ‪ .‬ﻭﺇﺫﺍ ﻣﺎ ﻗﺎﻡ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﺑﻔﻌﻞ ﺷﺎﺋﻦ‪ ،‬ﻓﻘﺪ ﻳﺆﺛﺮ ﺫﻟﻚ ﺑﺎﻟﺴﻠﺐ ﻋﻠﻰ ﺻﻮﺭﺓ‬
‫ﺍﻟﻮﻛﻴﻞ‪ .‬ﺃﻣﺎ ﺇﺫﺍ ﻗﺎﻡ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﺑﻌﻤﻞ ﺟﻴﺪ‪ ،‬ﻓﺈﻥ ﺫﻟﻚ ﻳﻌﻄﻲ ﺻﻮﺭﺓ ﺇﻳﺠﺎﺑﻴﺔ ﻋﻦ ﺍﻟﻮﻛﻴﻞ‪.‬‬
‫ﺑﻌﺒﺎﺭﺓ ﺃﺧﺮﻯ‪ ،‬ﳝﻜﻦ ﺍﻟﻘﻮﻝ ﺑﺄﻥ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﳝﺜﻞ ﺍﻟﻮﻛﻴﻞ‪ ،‬ﻭﻟﺬﺍ ﻓﺈﻥ ﺃﺣﺪ ﺍﻟﻌﻮﺍﻣﻞ ﺍﻷﺳﺎﺳﻴﺔ‬
‫ﻫﻲ ﲢﻘﻴﻖ ﺍﻟﺴﻤﻌﺔ ﺍﻹﻳﺠﺎﺑﻴﺔ ﻟﺪﻯ ﺍﻟﻌﻤﻴﻞ‪.‬‬

‫ﲤﺜﻴﻞ ﺍﻟﻌﻤﻴﻞ ﻛﻤﺤﺎﻡ‬ ‫‪2‬‬

‫ﻣﺎ ﺍﻟﺬﻱ ﻛﺎﻥ ﻣﻦ ﺍﳌﻤﻜﻦ ﺃﻥ ﺗﻔﻌﻠﻪ ﻟﻮ ﻛﺎﻧﺖ ﺗﻠﻚ ﻫﻲ ﺳﻴﺎﺭﺗﻚ؟ ﺿﻊ ﻧﻔﺴﻚ ﻣﻜﺎﻥ ﺍﻟﻌﻤﻴﻞ ﻭﺣﺎﻭﻝ‬
‫ﺃﻥ ﺗﺴﺎﻋﺪ ﻗﺪﺭ ﺍﻹﻣﻜﺎﻥ‪ .‬ﻛﻦ ﺻﺪﻳﻖ ﺍﻟﻌﻤﻴﻞ ﻭﻋﺎﻣﻞ ﻛﻞ ﻣﻦ ﺍﻟﻌﻤﻼﺀ ﻛﻤﺎ ﻟﻮ ﻛﺎﻥ ﺿﻴﻔﻚ‪.‬‬

‫ﺣﺎﻭﻝ ﲢﻘﻴﻖ ﺳﻤﻌﺔ ﺇﻳﺠﺎﺑﻴﺔ ﻃﻴﺒﺔ ﻟﻠﻮﻛﺎﻟﺔ‬ ‫‪3‬‬

‫ﻻ ﻳﻀﻄﺮ ﺍﻟﻌﻤﻼﺀ ﻟﻠﻌﻮﺩﺓ ﻣﺮﺓ ﺛﺎﻧﻴﺔ ﺇﻟﻰ ﺍﻟﻮﻛﺎﻟﺔ ﺇﻥ ﻟﻢ ﻳﺘﻠﻘﻮﺍ ﺧﺪﻣﺔ ﺫﺍﺕ ﺟﻮﺩﺓ ﻋﺎﻟﻴﺔ ﻓﻲ‬
‫ﺍﻟﻮﻗﺖ ﺍﳌﻨﺎﺳﺐ ﻭﺑﺴﻌﺮ ﻣﻨﺎﺳﺐ‪ .‬ﻭﻟﺬﺍ ﻓﺈﻥ ﺳﻤﻌﺔ ﺍﻟﻮﻛﺎﻟﺔ ﺗﺴﺎﻋﺪﻙ ﻋﻠﻰ ﺍﳊﻔﺎﻅ ﻋﻠﻰ‬
‫ﺍﻟﻌﻤﻼﺀ ﺍﳌﺘﻜﺮﺭﻳﻦ‪ .‬ﻭﺍﻟﺴﻤﻌﺔ ﻻ ﺗﺘﺄﺗﻰ ﺇﻻ ﻣﻦ ﺧﻼﻝ ﺧﺒﺮﺍﺕ ﺍﻟﻌﻤﻼﺀ ﺍﻹﻳﺠﺎﺑﻴﺔ‪.‬‬
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‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪2‬‬

‫ﺍﻛﺘﺐ ﺍﻟﺴﻤﺎﺕ ﺍﻟﺜﻼﺙ ﺍﻟﻼﺯﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺘﺤﻘﻴﻖ ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‪.‬‬

‫ﺍﻷﺳﻠﻮﺏ‬

‫ﺍﻻﻟﺘﺰﺍﻡ‬

‫ﺍﳌﻬﺎﺭﺓ‬ ‫ﺍﳌﻌﺮﻓﺔ‬
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‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪3‬‬

‫ﻓﻜﺮ ﻓﻲ ﺃﺭﺑﻊ ﻣﻬﺎﺭﺍﺕ ﺑﲔ‪-‬ﺷﺨﺼﻴﺔ ﻳﻠﺰﻡ ﺗﻮﺍﻓﺮﻫﺎ ﻟﺪﻯ ﻣﻬﻨﺪﺳﻲ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻟﺰﻳﺎﺩﺓ ﻣﺴﺘﻮﻯ‬
‫ﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‪ ،‬ﻭﺍﻛﺘﺐ ﻣﺎ ﺍﻟﺬﻱ ﺗﺘﺄﻟﻒ ﻣﻨﻪ‪.‬‬

‫ﺍﻻﻧﻄﺒﺎﻉ ﺍﻹﻳﺠﺎﺑﻲ ﺍﻷﻭﻝ‬ ‫‪1‬‬

‫ﺇﻳﺠﺎﺑﻴﺎ ﻟﺪﻯ ﺍﻟﻌﻤﻼﺀ‪ .‬ﻓﻤﻦ ﺍﳌﻬﻢ ﻟﻠﻌﻤﻠﻴﺎﺕ ﻣﻌﺮﻓﺔ ﺍﺣﺘﻴﺎﺟﺎﺕ ﻭﺭﻏﺒﺎﺕ‬
‫ﹰ‬ ‫ﻣﻬﺎﺭﺓ ﺗﺮﻙ ﺍﻧﻄﺒﺎﻋﹰﺎ‬
‫ﺇﻳﺠﺎﺑﻴﺎ ﻓﻲ ﻧﻔﺲ ﺍﻟﻌﻤﻼﺀ ﺍﻟﺬﻱ ﻳﺘﻌﺎﻣﻠﻮﻥ ﻣﻌﻚ ﻟﻠﻤﺮﺓ ﺍﻷﻭﻟﻰ‪.‬‬
‫ﹰ‬ ‫ﺍﻟﻌﻤﻼﺀ‪ ،‬ﻭﺗﺮﻙ ﺍﻧﻄﺒﺎﻋﹰﺎ‬

‫ﺍﻻﺗﺼﺎﻻﺕ ﺍﻟﻬﺎﺗﻔﻴﺔ‬ ‫‪2‬‬

‫ﻣﻬﺎﺭﺓ ﺍﻟﺘﻌﺎﻣﻞ ﻣﻊ ﺍﻟﻌﻤﻼﺀ ﻋﻠﻰ ﺍﻟﺘﻠﻴﻔﻮﻥ‪ .‬ﻭﺍﻟﻘﺪﺭﺓ ﻋﻠﻰ ﺍﺳﺘﻐﻼﻝ ﺑﻌﺾ ﺍﳌﻬﺎﺭﺍﺕ ﻣﺜﻞ‬
‫ﲢﺪﻳﺪ ﺍﳌﻮﺍﻋﻴﺪ‪ ،‬ﻭﺍﻻﺗﺼﺎﻝ ﻋﻘﺐ ﺍﻻﻧﺘﻬﺎﺀ ﻣﻦ ﺍﻹﺻﻼﺣﺎﺕ‪ ،‬ﻭﻋﻤﻞ ﺍﺗﺼﺎﻻﺕ ﺍﳌﺘﺎﺑﻌﺔ ﻋﻘﺐ‬
‫ﺇﻋﺎﺩﺓ ﺍﻟﺴﻴﺎﺭﺓ‪.‬‬

‫ﺍﻻﺳﺘﻤﺎﻉ ﺍﻟﻔﻌﺎﻝ‬ ‫‪3‬‬

‫ﻣﻬﺎﺭﺓ ﺍﻻﺳﺘﻤﺎﻉ ﺇﻟﻰ ﺍﺣﺘﻴﺎﺟﺎﺕ ﺍﻟﻌﻤﻼﺀ‪ ،‬ﻭﻫﺬﺍ ﺍﻷﻣﺮ ﻻ ﻳﻨﻄﻮﻱ ﻋﻠﻰ ﺍﻻﺳﺘﻤﺎﻉ ﳌﺎ ﻳﻘﻮﻟﻪ‬
‫ﺍﻟﻌﻤﻼﺀ ﻓﻘﻂ‪ ،‬ﻭﺇﳕﺎ ﻛﺬﻟﻚ ﺍﻛﺘﺸﺎﻑ ﺍﺣﺘﻴﺎﺟﺎﺗﻪ ﺍﳊﻘﻴﻘﻴﺔ‪ .‬ﻭﻋﺎﺩﺓ ﻣﺎ ﻳﺴﺘﻌﺎﻥ ﺑﻬﺬﻩ ﺍﳌﻬﺎﺭﺓ‬
‫ﻋﻨﺪ ﺍﺳﺘﻘﺒﺎﻝ ﺍﻟﻌﻤﻴﻞ ﻓﻲ ﺍﻟﺒﺪﺍﻳﺔ‪.‬‬

‫ﺍﻟﺸﺮﺡ ﺍﻟﻮﺍﺿﺢ‬ ‫‪4‬‬

‫ﻣﻬﺎﺭﺓ ﺷﺮﺡ ﺃﺷﻴﺎﺀ ﻟﻠﻌﻤﻴﻞ‪ ،‬ﻣﺜﻞ ﻣﻜﻮﻧﺎﺕ ﺍﳋﺪﻣﺎﺕ‪ ،‬ﻭﺍﻟﺘﻲ ﺗﺴﺘﺨﺪﻡ ﻟﺸﺮﺡ ﺍﳋﺪﻣﺔ )ﺑﺪﻗﺔ(‪،‬‬
‫ﻭﺧﺎﺻﺔ ﻟﺪﻯ ﺗﻘﺪﱘ ﺗﻘﺪﻳﺮ ﻟﻠﻌﻤﻴﻞ ﺃﻭ ﻋﻨﺪ ﺗﺴﻠﻴﻢ ﺍﻟﺴﻴﺎﺭﺓ ﻟﻠﻌﻤﻴﻞ‪.‬‬