在监理服务过程中,虽然业主可以通过大量的文件、资料和有关的信息来了解监理服务的状况,但是,由于他们对监理服务的技术复杂程度和难度缺乏进一步了解,以致于业主有时无法如实评价监理人员的业务技术水平,无法准确判断监理服务的质量。因此,能让业主确切感受到的监理人员服务态度和行为将成为业主评价监理服务质量的重要依据。重视监理人员的态度和行为管理,是监理企业提高监理服务质量使业主满意的一个重要内容。 一、关于监理人员的态度管理 从组织行为学的角度来讲,态度是“针对某一特定对象做出特定感情性反应的内在倾向;此对象既可以是具体的人、物或事件,也可以是抽象的概念”,也就是说,态度是一种主观感受与意识状态,态度成分中带有信念、情感和意向因素。例如,对某监理人员的态度,认为他有敬业精神、专业技 Although supervisors can understand the status of supervisory services through a large amount of documents, materials and relevant information, supervisors may not be able to evaluate truthfully because of their lack of understanding of the technical complexity and difficulty of supervision services Supervisors and staff of the business skills, can not accurately judge the quality of supervision services. Therefore, the owners can feel the exact attitude and behavior of supervision staff will become an important basis for evaluating the quality of service supervision. Emphasis on supervision of staff attitude and behavior management, supervision of enterprises to improve the quality of supervision services to the satisfaction of the owners an important part. First, the management attitude of supervisors From the perspective of organizational behavior, attitude is “the inherent tendency to make a specific emotional response to a particular object; this object can be a specific person, thing or event, you can Is a concept of abstraction, ”that is to say, attitude is a kind of subjective feeling and state of consciousness, and elements of attitude carry beliefs, emotions and intentions. For example, a supervisor’s attitude, that he has professionalism, professional skills