文档介绍:浅析城市管理现场执法技巧
of accountability, redress of orders and prohibitions. Strengthening the honesty and self-discipli honesty in politics and education work, enhance leaders ability to resist
二、坚持标准文明的言行。所谓“一句话惹人笑、一句话惹人跳〞,在现场执法活动中,城管执法人员与当事人和在场群众面对面接触,执法的言行技巧起着十分重要的作用,城管执法人员的一言一行展现了一个执法人员的素质和执法能力,直接关系到执法的成败与否。在现场执法过程中,城管执法人员要坚持使用标准、文明的语言,行为举止做到严肃、谦和,与当事人心平气和的交流和沟通。首先,当发现违法违规行为时,要下车管理,向当事人敬礼在先,并说明自己身份,出示执法证件,切忌在执法车辆上向当事人大声叫喊;其次对当事人称呼要礼貌,要使用“老伯伯、老大妈、老板、女士〞等称呼,切忌“老头、老太婆、喂〞等称呼,与当事人交流时应当用“你好〞等问候话开头,让当事人感受到城管执法人员的亲和力;在与当事人交流过程中,要注重文明用语,向当事人了解询问情况做到“请〞字在先,获得当事人配合要表示谢意,要注重使用标准的法律术语,防止当事人误解而产生矛盾,比方在执法过程中宜使用“依法对你进行处分、请你自觉改正〞等语言,切忌“就是要罚你、再不改正下次不放过你〞等粗暴的语言;交流时要做到声音宏亮而不凶狠,如果遇到对当事人态度蛮横,气势不能怯懦,要通过摆事实、讲道理等方式,以理服人;同时,要合理使用肢体语言,做到举止得体大方,不能用手指着当事人,帮助当事人摆物品时,要事先征得当事人同意,并注意自身平安和物品完好,不能用脚踢、蹬当事人的物品,防止不当的行为,引发争执和管理纠纷。
of accountability, redress of orders and prohibitions. Strengthening the honesty and self-discipline of leading cadres honesty in politics and education work, enhance leaders ability to resist
of accountability, redress of orders and prohibitions. Strengthening the honesty and self-discipline of leading cadres honesty in politics and education work, enhance leaders ability to resist
of accountability, redress of orders and prohibitions. Strengthening the honesty and self-discipline of leading cadres honesty in politics and education work, enhance leaders ability to resist
三