民航服务心理学

"    本书根据教育部教学改革要求，结合专业建设与岗位需求进行编写。全书共分为 5 大模块，共 12 个民航服务心理学实践项目。编著者从民航服务岗位所需具备的心理胜任能力出发，从认知拓展、情绪管理、韧性培育三个维度为民航服务人员的心理成长赋能；在心理胜任力发展的基础上，编著者从既往的民航服务心理学学科体系中，提炼并整合了能够应用于民航服务岗位的心理学应用技能，并创设了大量生动的民航服务情境供学习者实践。本书旨在培养读者在民航服务岗位中必备的心理能力，具体包括倾听、观察与理解非语言信息、同感共情等。本书内容由民航服务生产和生活中的实例引入，通过心理现象思索、心理知识建构、心理互动交流、心理技能实践等活动逐渐加深体验、感悟来达成民航服务心理学的深度学习。本书注重民航服务人员在真 实情境中对服务心理学的技能应用，理论以够用为度，创设了较多具有可操作性的心理技能应用情境，易于安排教学互动。 本书体系新颖，内容丰富，实用性突出，创新引入民航服务人员的心理胜任力培育，适用对象包括但不限于空中乘务员、空中安全保卫员、机场地面服务人员等。本书可作为高职高专院校民航运输类、民航乘务类、民用航空机场服务类等专业的教材，也可作为应用型本科、成人教育、中职院校和培训班的教材，以及民航服务企业或其他民航相关服务岗位的服务心理学参考工具书。"

李力，女，讲师，上海师范大学教育学硕士，专业研究方向为发展与教育心理学，学校心理咨询中级。2017年至今担任上海民航职业技术学院航空乘务学院专业教师，兼任学院心理咨询师。曾任中国东方航空乘务长，凌燕组组员，7年乘务飞行经历

目    录 Contents 模块 1 民航服务人员的认知拓展 项目 1 发展心智模式 ···········································································2 任务 1.1 探索自我 ········································································2 任务 1.2 发展成长型心智模式 ······················································· 11 项目 2 发展灵活性 ············································································ 16 任务 2.1 拓展释义 ······································································ 16 任务 2.2 资源取向思维 ································································ 26 模块 2 民航服务人员的情绪管理 项目 3 理解情绪 ··············································································· 31 任务 3.1 觉察情绪感受 ································································ 31 任务 3.2 理解情绪需求 ································································ 41 项目 4 调适情绪 ··············································································· 53 任务 4.1 改善情绪状态 ································································ 53 任务 4.2 掌握正念技术 ································································ 59 模块 3 民航服务人员的韧性培育 项目 5 培育心理韧性 ········································································· 66 任务 5.1 认知心理韧性 ································································ 66 任务 5.2 从认知维度调整韧性 ······················································· 71 项目 6 发展心理资本 ········································································· 76 任务 6.1 培育积极情感 ································································ 76 民航服务心理学 任务 6.2 整合抗逆资源 ································································ 82 模块 4 应用非语言进行沟通 项目 7  理解言语之外 ········································································· 90 任务 7.1 理解非语言沟通 ····························································· 90 任务 7.2 观察面部表情 ································································ 96 任务 7.3 观察身体姿势 ······························································100 项目 8 使用非语言传情达意 ·······························································104 任务 8.1 表达专注与友善 ····························································104 任务 8.2 调整柔和的语气 ····························································108 模块 5  应用心理学技能服务旅客 项目 9 在民航服务中应用倾听 ···························································· 114 任务 9.1 调整倾听的态度 ···························································· 114 任务 9.2 在服务中应用倾听 ·························································124 项目 10 在民航服务中应用同感共情 ····················································133 任务 10.1 理解同感共情 ·····························································133 任务 10.2 应用同感共情 ·····························································139 项目 11 应用心理学技能服务特殊旅客 ·················································154 任务 11.1 服务无成人陪伴儿童旅客 ··············································154 任务 11.2 服务孕妇旅客 ·····························································161 任务 11.3 服务老年旅客 ·····························································166 项目 12 应对民航服务中的特殊情境 ····················································171 任务 12.1 不正常航班下的心理应对 ··············································171 任务 12.2 不正常航班下的沟通协调 ··············································176 参考文献··························································································· 183 VI