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文章从心理学角度分析人际关系在服务活动中的作用,阐明养老服务活动中青年志愿者与老年人建立良好人际关系的重要意义。立足典型案例,分析养老志愿服务活动中青年志愿者与老年人间常见的缺乏共情、缺乏同感、缺乏信任等主要问题,提出在服务过程中二者人际关系的建立,应把握尊重、真诚、包容、专注等服务原则,并提出三个具体方法:全面预估服务对象的整体状况,明确服务工作重点及方向;积极接纳老年人与青年人的成长环境差异,给予必要的情绪支持;与服务对象建立良好的专业关系,赢得信任与合作。
The article analyzes the role of interpersonal relationships in service activities from the perspective of psychology and expounds the significance of establishing good interpersonal relationships between young volunteers and the elderly in the service of pension services. Based on typical cases, this paper analyzes the main problems such as lack of empathy, lack of empathy and lack of trust among volunteers in old-age volunteer service activities and proposes that the establishment of interpersonal relationships between the two during service should be based on respect, sincerity and tolerance , Focus on the principles of service and put forward three specific methods: a comprehensive prediction of the overall status of clients, clear service focus and direction; actively accept the differences between the elderly and young people’s growth environment, giving the necessary emotional support; and the client Establish a good professional relationship and win the trust and cooperation.