民航服务心理与实务

本书介绍了民航服务心理基础、旅客感知心理、旅客需要心理、旅客个性心理、旅客情绪心理、客我交往心理、民航突发事件旅客心理、旅客群体冲突与投诉心理、民航服务人员心理素质提升等学习模块。

郑菲菲，2011.7—至今 在南京旅游职业学院人文艺术学院任教，主讲课程：民航服务心理与实务、民航服务沟通等；主编校级重点教材：《民航服务心理学》《民航服务沟通技巧》。

模块一 认识服务心理与民航服务心理··································································.1 项目一 识认日常生活中的服务心理····························································.3 任务一 服务心理的理论价值与应用价值················································.3 任务二 服务心理的基本概念与流派······················································.5 任务三 服务心理与其他学科的联系····················································.10 项目二 识辨民航服务的工作性质·····························································.12 任务一 民航服务的概念与特征··························································.13 任务二 民航服务人员的职业要求·······················································.14 任务三 民航服务心理的主要内容·······················································.17 项目三 识用民航服务心理的实务方法·······················································.17 任务一 观察法···············································································.18 任务二 问询法···············································································.21 任务三 测试法与调查法···································································.21 任务四 工作实践法与实验法·····························································.24 课程思政小红星·····················································································.24 知识巩固······························································································.26 技能训练······························································································.26 模块二 旅客感知心理与民航服务······································································.27 项目一 识认旅客感知心理······································································.29 任务一 感知的概念与特征································································.29 任务二 影响旅客感知的主客观因素····················································.32 任务三 旅客感知的心理偏差与效应····················································.33 项目二 识辨旅客满意度测评···································································.36 任务一 建立旅客满意度测评内容·······················································.37 任务二 采集旅客满意度科学数据·······················································.39 任务三 分析旅客满意度的影响因素····················································.40 任务四 制订旅客满意度提升方案·······················································.41 项目三 识用旅客感知心理的体验设计·······················································.43 任务一 认识主题航班······································································.44 任务二 主题航班的方案设计·····························································.45 任务三 不同类型的主题航班方案解析·················································.49 课程思政小红星·····················································································.51 知识巩固······························································································.52 技能训练······························································································.52 模块三 旅客需要心理与民航服务······································································.53 项目一 识认旅客需要心理······································································.55 任务一 需要的概念与特征································································.55 任务二 需要的理论与分类································································.56 任务三 马斯洛需要层次理论及应用····················································.58 项目二 识辨一般旅客需要心理································································.61 任务一 饮食需要心理······································································.61 任务二 安全需要心理······································································.62 任务三 情感需要心理······································································.63 任务四 尊重需要心理······································································.64 项目三 识用特殊旅客需要心理································································.65 任务一 老年旅客的需要心理·····························································.66 任务二 儿童旅客的需要心理·····························································.69 任务三 病残旅客的需要心理·····························································.71 任务四 孕妇旅客的需要心理·····························································.73 任务五 重要旅客的需要心理·····························································.74 任务六 旅客需要判定与服务方案·······················································.75 课程思政小红星·····················································································.76 知识巩固······························································································.77 技能训练······························································································.77 模块四 旅客个性心理与民航服务······································································.78 项目一 识认旅客个性心理······································································.80 任务一 个性心理············································································.80 任务二 性格··················································································.82 任务三 气质··················································································.84 任务四 能力··················································································.86 项目二 识辨旅客个性心理评定································································.88 任务一 旅客行为评定······································································.88 任务二 旅客测验评定······································································.90 任务三 旅客用户画像评定································································.92 项目三 识用旅客个性心理与服务·····························································.93 任务一 基于气质的旅客心理与服务应用··············································.94 任务二 基于国家、地域的旅客心理与服务应用·····································.99 任务三 基于职业的旅客心理与服务应用·············································.101 课程思政小红星····················································································.103 知识巩固·····························································································.104 技能训练·····························································································.104 模块五 旅客情绪心理与民航服务·····································································.105 项目一 识认旅客情绪心理·····································································.107 任务一 情绪的概念、分类与功能······················································.107 任务二 旅客情绪心理的外部表现与识别·············································.110 任务三 旅客情绪心理的产生原因······················································.113 项目二 识辨旅客情绪心理的调适方法······················································.114 任务一 常见的旅客情绪安抚方法······················································.115 任务二 合理情绪疗法与应用····························································.122 任务三 放松方法与应用··································································.123 任务四 正念方法与应用··································································.125 项目三 识用旅客情绪心理的减压放松······················································.127 任务一 全身放松活动·····································································.127 任务二 面部放松活动·····································································.128 任务三 手指放松活动·····································································.130 课程思政小红星····················································································.131 知识巩固·····························································································.132 技能训练·····························································································.132 模块六 客我交往心理与民航服务·····································································.134 项目一 识认客我交往心理·····································································.136 任务一 客我交往的概念与特征·························································.136 任务二 客我交往心理状态的分类······················································.137 任务三 客我交往形式·····································································.138 项目二 识辨客我关系的方法··································································.142 任务一 客我关系建立······································································.142 任务二 建立良好客我关系的谈话技巧················································.144 任务三 建立良好客我关系的共情技巧················································.147 任务四 建立良好客我关系的倾听技巧················································.149 项目三 识用服务中的客我交往心理·························································.150 任务一 地勤服务的客我交往····························································.151 任务二 空勤服务的客我交往····························································.156 课程思政小红星····················································································.158 知识巩固·····························································································.159 技能训练·····························································································.159 模块七 民航突发事件旅客心理与民航服务·························································.160 项目一 识认民航突发事件·····································································.162 任务一 民航突发事件的概念和特征···················································.162 任务二 民航突发事件的分类、原因和影响··········································.163 项目二 识辨民航突发事件旅客心理·························································.165 任务一 一般突发事件的旅客心理······················································.166 任务二 严重突发事件的旅客心理······················································.167 项目三 识用民航突发事件旅客心理的服务应对··········································.171 任务一 大面积航班延误或取消·························································.172 任务二 机上扰乱行为或非法干扰行为················································.176 任务三 旅客突发疾病·····································································.177 任务四 客舱安全突发事件·······························································.179 课程思政小红星····················································································.180 知识巩固·····························································································.181 技能训练·····························································································.181 模块八 旅客群体冲突、投诉心理与民航服务······················································.183 项目一 识认旅客群体冲突心理·······························································.185 任务一 旅客群体冲突心理·······························································.185 任务二 群体冲突心理的行为表现与动力机制·······································.190 项目二 识辨旅客群体冲突心理的服务应对················································.193 任务一 群体冲突心理的阶段疏导······················································.194 任务二 群体冲突心理的服务策略······················································.197 项目三 识用旅客投诉心理的服务应对······················································.199 任务一 旅客投诉的事前预防····························································.200 任务二 旅客投诉的事中安抚····························································.203 任务三 旅客投诉的事后处理····························································.205 课程思政小红星····················································································.207 知识巩固·····························································································.207 技能训练·····························································································.207 模块九 民航服务人员心理素质提升··································································.208 项目一 识认民航服务人员心理素质·························································.210 任务一 心理素质的概念、分类与特征················································.210 任务二 服务人员的心理健康····························································.212 任务三 服务人员心理健康的判定······················································.213 项目二 识辨民航服务人员心理问题与辅导················································.215 任务一 新时期民航服务人员心理问题的判定与辅导······························.216 任务二 特殊事件后民航服务人员心理问题的判定与辅导························.217 项目三 识用民航服务人员心理健康提升路径·············································.220 任务一 个体身心发展·····································································.220 任务二 团体心理辅导·····································································.224 任务三 员工帮助计划·····································································.227 课程思政小红星····················································································.231 知识巩固·····························································································.232 技能训练·····························································································.232 参考文献·····································································································233