‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/1‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬

‫ﻗﺎﺋﻤﺔ ﺍﶈﺘﻮﻳﺎﺕ‬
‫ﺍﻷﻫﺪﺍﻑ‬ ‫•‬
‫ﺳﺒﺐ ﺃﻫﻤﻴﺔ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ‬ ‫•‬
‫ﻣﺎ ﻫﻲ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ؟‬ ‫•‬
‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ‬ ‫•‬
‫ﻗﺎﺋﻤﺔ ﺍﻟﺘﻐﺬﻳﺔ ﺍﻟﺮﺟﻌﻴﺔ‬ ‫•‬

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‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/2‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

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

‫ﻭﺻﻒ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﺍﻟﻼﺯﻣﺔ ﻟﻠﺠﻮﺍﻧﺐ ﺍﺨﻤﻟﺘﻠﻔﺔ ﻣﻦ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‪.‬‬ ‫•‬

‫ﺳﺒﺐ ﺃﻫﻤﻴﺔ ﻫﺬﺍ ﺍﻟﻨﻤﻮﺫﺝ‬ ‫•‬

‫ﻛﻲ ﻳﺘﻤﻜﻦ ﻣﻬﻨﺪﺱ ﺍﻻﺳﺘﻘﺒﺎﻝ ﻣﻦ ﺍﺳﺘﻐﻼﻝ ﻣﻬﺎﺭﺍﺗﻪ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﻔﻌﻠﻴﺔ‪،‬‬
‫ﻭﻣﻦ ﺍﳌﻬﻢ ﲟﻜﺎﻥ ﺍﻟﺘﻌﺮﻑ ﻋﻠﻰ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﺍﻟﺘﻲ ﳝﻜﻨﻚ ﺍﺳﺘﻐﻼﻟﻬﺎ ﻓﻲ ﻋﻤﻠﻚ‪.‬‬
‫ﻭﺍﻧﻄﻼﻗﹰﺎ ﻣﻦ ﺫﻟﻚ‪ ،‬ﺳﻮﻑ ﻳﺘﻀﺢ ﻟﻚ ﺍﻟﻮﻗﺖ ﺍﳌﻨﺎﺳﺐ ﻭﺍﳌﻮﺍﻗﻒ ﺍﳌﻨﺎﺳﺒﺔ ﻻﺳﺘﻐﻼﻝ ﻫﺬﻩ‬
‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺘﻲ ﺃﻧﺖ ﺑﺼﺪﺩ ﺗﻌﻠﻤﻬﺎ‪ ،‬ﻭﺳﻮﻑ ﺗﺘﻤﻜﻦ ﻣﻦ ﲢﻘﻴﻖ ﺍﻻﺳﺘﻐﻼﻝ ﺍﻷﻣﺜﻞ ﻟﻬﺬﻩ ﺍﳌﻬﺎﺭﺍﺕ‪.‬‬
 ‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/3‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

‫ﻣﺎ ﻫﻲ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ؟‬ ‫•‬

‫ﺗﺪﻓﻖ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬

‫ﺇﻥ ﺗﺪﻓﻖ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ ﻻ ﻳﻌﺒﺮ ﻓﻘﻂ ﻋﻦ ﻋﻤﻠﻚ )ﻛﻤﻬﻨﺪﺱ ﺍﺳﺘﻘﺒﺎﻝ( ﻭﻣﻜﺎﻧﻪ ﻭﻛﻴﻔﻴﺘﻪ‪،‬‬
‫ﻭﺇﳕﺎ ﳝﻜﻨﻚ ﻣﻦ ﺍﻟﺘﻌﺮﻑ ﻋﻠﻰ ﻭﺿﻊ "ﳊﻈﺔ ﺍﳌﺼﺎﺭﺣﺔ" ﺑﻴﻨﻚ ﻭﺑﲔ ﺍﻟﻌﻤﻴﻞ ﻓﻲ ﻣﻜﺎﻧﻬﺎ ﺍﳌﻨﺎﺳﺐ‪.‬‬

‫ﳊﻈﺔ ﺍﳌﺼﺎﺭﺣﺔ‬
‫ﳊﻈﺔ ﺍﳌﺼﺎﺭﺣﺔ ﻫﻲ ﺗﻠﻚ ﺍﻟﻠﺤﻈﺔ ﺍﻟﺘﻲ ﻳﻘﺮﺭ ﻓﻴﻬﺎ ﺍﻟﻌﻤﻴﻞ ﻣﺎ ﺇﺫﺍ ﻛﺎﻧﺖ ﻫﺬﻩ ﺍﻟﺸﺮﻛﺔ‬
‫ﺷﺮﻛﺔ ﺟﻴﺪﺓ ﺃﻡ ﺳﻴﺌﺔ‪.‬‬
‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/4‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

‫ﺿﻊ ﺗﺪﻓﻖ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ ﻓﻲ ﺍﻻﻋﺘﺒﺎﺭ‬

‫ﺗﺴﻠﻢ ﻛﺮﻭﺕ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ ﺇﻟﻰ ﻛﻞ ﻣﺠﻤﻮﻋﺔ‪ ،‬ﻭﺗﺮﺗﺐ ﻭﻓﻖ ﺗﺪﻓﻖ ﺍﻟﻌﻤﻞ‪.‬‬ ‫‪1‬‬

‫ﳋﺺ ﺍﻷﻧﺸﻄﺔ ﺍﳌﻠﻤﻮﺳﺔ ﺍﻟﺘﻲ ﺗﺴﺘﺠﻴﺐ ﻟﻸﺷﻴﺎﺀ ﺍﳌﻜﺘﻮﺑﺔ ﻋﻠﻰ ﻛﺮﻭﺕ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‪.‬‬ ‫‪2‬‬

‫ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬

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‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/5‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

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‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/6‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬
‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/7‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬
‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/8‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬
‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/9‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

‫ﺍﻟﻌﻼﻗﺔ ﻣﺎ ﺑﲔ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ ﺍﻟﻴﻮﻣﻴﺔ ﻭﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ‬

‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬

‫ﲢﺪﻳﺪ ﻣﻮﻋﺪ‬
‫ﺍﻻﺗﺼﺎﻝ ﺍﻟﻬﺎﺗﻔﻲ‬
‫ﺍﳌﺘﺎﺑﻌﺔ‬ ‫ﺍﻻﺳﺘﻘﺒﺎﻝ‬
‫ﺍﻻﺗﺼﺎﻝ ﺍﻟﻬﺎﺗﻔﻲ‬ ‫ﺍﻻﻧﻄﺒﺎﻉ ﺍﻷﻭﻝ ﺍﻹﻳﺠﺎﺑﻲ‬
‫ﺍﻻﺳﺘﻤﺎﻉ ﺍﻟﻔﻌﺎﻝ‬
‫ﺍﻟﺸﺮﺡ ﺍﻟﻮﺍﺿﺢ‬

‫ﺍﻟﺘﺴﻠﻴﻢ‬ ‫ﳊﻈﺔ ﺍﳌﺼﺎﺭﺣﺔ‬ ‫ﺗﻮﺯﻳﻊ ﺍﻟﻌﻤﻞ‬

‫ﺍﻟﺸﺮﺡ ﺍﻟﻮﺍﺿﺢ‬

‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬ ‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬

‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬
‫ﺍﻻﺗﺼﺎﻝ ﺍﻟﻬﺎﺗﻔﻲ‬
‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/10‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

‫* ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ‬

‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪1‬‬

‫ﺍﻛﺘﺐ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﺍﻟﻼﺯﻣﺔ ﻓﻲ ﻛﻞ ﻣﻦ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ ﺍﳌﺪﺭﺟﺔ ﻓﻴﻤﺎ ﻳﻠﻲ‬

‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬

‫ﲢﺪﻳﺪ ﻣﻮﻋﺪ‬

‫ﺍﳌﺘﺎﺑﻌﺔ‬ ‫ﺍﻻﺳﺘﻘﺒﺎﻝ‬

‫ﺍﻟﺘﺴﻠﻴﻢ‬ ‫ﳊﻈﺔ ﺍﳌﺼﺎﺭﺣﺔ‬ ‫ﺗﻮﺯﻳﻊ ﺍﻟﻌﻤﻞ‬

‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬ ‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬

‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬

‫ﲢﺪﻳﺪ ﻣﻮﻋﺪ‬
‫ﺍﻻﺳﺘﻘﺒﺎﻝ‬
‫ﻣﺮﺍﻗﻴﺔ ﺍﳉﻮﺩﺓ‬
‫ﺍﻟﺘﺴﻠﻴﻢ‬
‫ﺍﳌﺘﺎﺑﻌﺔ‬
‫ﺁﻱ ﺇﺱ – ﺁﻱ ‪11/11‬‬ ‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬ ‫‪240202‬‬

‫ﻗﺎﺋﻤﺔ ﺍﻟﺘﻐﺬﻳﺔ ﺍﻟﺮﺟﻌﻴﺔ‬ ‫•‬

‫ﻓﺤﺺ ﺍﳌﻬﺎﺭﺓ ‪1‬‬

‫ﺍﻛﺘﺐ ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﺍﻟﻼﺯﻣﺔ ﻓﻲ ﻛﻞ ﻣﻦ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ ﺍﳌﺪﺭﺟﺔ ﻓﻴﻤﺎ ﻳﻠﻲ‬

‫ﺍﳌﻬﺎﺭﺍﺕ ﺍﻟﺒﲔ ﺷﺨﺼﻴﺔ ﻓﻲ ﻣﻌﺎﻣﻼﺕ ﺍﳋﺪﻣﺔ‬

‫ﲢﺪﻳﺪ ﻣﻮﻋﺪ‬

‫ﺍﳌﺘﺎﺑﻌﺔ‬ ‫ﺍﻻﺳﺘﻘﺒﺎﻝ‬

‫ﺍﻟﺘﺴﻠﻴﻢ‬ ‫ﳊﻈﺔ ﺍﳌﺼﺎﺭﺣﺔ‬ ‫ﺗﻮﺯﻳﻊ ﺍﻟﻌﻤﻞ‬

‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬ ‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬

‫ﺇﻋﺪﺍﺩ ﺍﻹﻳﺼﺎﻝ‬

‫ﺍﻻﺗﺼﺎﻝ ﺍﻟﻬﺎﺗﻔﻲ‬ ‫ﲢﺪﻳﺪ ﻣﻮﻋﺪ‬

‫ﺍﻟﺸﺮﺡ ﺍﻟﻮﺍﺿﺢ‬ ‫ﺍﻻﺳﺘﻤﺎﻉ ﺍﻟﻔﻌﺎﻝ‬ ‫ﺍﻻﻧﻄﺒﺎﻉ ﺍﻹﻳﺠﺎﺑﻲ ﺍﻷﻭﻝ‬ ‫ﺍﻻﺳﺘﻘﺒﺎﻝ‬
‫ﺍﻻﺗﺼﺎﻝ ﺍﻟﻬﺎﺗﻔﻲ‬ ‫ﻣﺮﺍﻗﻴﺔ ﺍﳉﻮﺩﺓ‬
‫ﺍﻟﺸﺮﺡ ﺍﻟﻮﺍﺿﺢ‬ ‫ﺍﻟﺘﺴﻠﻴﻢ‬
‫ﺍﻻﺗﺼﺎﻝ ﺍﻟﻬﺎﺗﻔﻲ‬ ‫ﺍﳌﺘﺎﺑﻌﺔ‬