模塊一 民航客艙服務(wù) ·······················1
學(xué)習(xí)情景一 民航服務(wù)概述 ···········1
一、服務(wù)概述 ······················2
二、民航服務(wù)的定義和內(nèi)涵 ····4
三、民航服務(wù)的重要性 ··········8
四、民航服務(wù)的發(fā)展歷程 ·······9
五、民航乘務(wù)員的發(fā)展歷程 ····9
模塊拓展訓(xùn)練 ··························.10
學(xué)習(xí)情景二 客艙服務(wù)概述 ········.11
一、客艙服務(wù)的定義 ··········.12
二、客艙服務(wù)的意義 ··········.13
三、客艙服務(wù)與一般服務(wù)的
差異 ·························.13
四、客艙服務(wù)的要點(diǎn) ··········.15
五、客艙服務(wù)的內(nèi)容 ··········.16
六、客艙服務(wù)的發(fā)展趨勢(shì) ····.18
模塊拓展訓(xùn)練 ··························.20
模塊二 民航服務(wù)心理與溝通 ···········.21
學(xué)習(xí)情景一 民航服務(wù)心理 ········.21
一、民航服務(wù)心理研究的
內(nèi)容 ·························.22
二、民航服務(wù)心理研究的
原則 ·························.23
三、民航服務(wù)心理研究的
方法 ·························.23
模塊拓展訓(xùn)練 ··························.25
學(xué)習(xí)情景二 溝通與溝通心理 ·····.25
一、溝通··························.27
二、溝通心理 ···················.28
模塊拓展訓(xùn)練····························30
學(xué)習(xí)情景三 服務(wù)中溝通的技巧····31
一、充分了解并正確認(rèn)知
旅客···························32
二、正確使用身體語(yǔ)言·········32
三、熟練掌握語(yǔ)言技巧·········33
四、學(xué)會(huì)傾聽(tīng)·····················34
五、贏得旅客的理解與配合···34
模塊拓展訓(xùn)練····························34
模塊三 客艙服務(wù)設(shè)施設(shè)備················36
學(xué)習(xí)情景一 客艙設(shè)備介紹
（A320 機(jī)型系列） ····36
一、乘務(wù)員控制面板············37
二、通信系統(tǒng)·····················38
三、旅客服務(wù)系統(tǒng)···············39
四、燈光系統(tǒng)·····················42
五、衛(wèi)生間、衣帽間············43
模塊拓展訓(xùn)練····························44
學(xué)習(xí)情景二 廚房設(shè)備介紹··········45
一、斷路器························46
二、烤箱···························46
三、燒水器························49
四、飲料機(jī)························50
五、餐車(chē)···························51
六、電源控制面板···············52
七、水開(kāi)關(guān)閥門(mén)··················52
八、冷水管和積水槽············52
九、儲(chǔ)物柜························53
十、垃圾箱························53
模塊拓展訓(xùn)練····························53 民航客艙服務(wù)技能與管理 ?????
VI
模塊四 飛行實(shí)施的四個(gè)階段 ···········.54
學(xué)習(xí)情景一 航前（預(yù)先）準(zhǔn)備
階段·····················.54
一、個(gè)人準(zhǔn)備 ···················.55
二、航前準(zhǔn)備會(huì) ················.57
三、乘坐機(jī)組車(chē)抵達(dá)候機(jī)樓 ·.58
模塊拓展訓(xùn)練 ··························.58
學(xué)習(xí)情景二 直接準(zhǔn)備階段 ········.59
一、應(yīng)急設(shè)備檢查 ·············.60
二、客艙衛(wèi)生檢查 ·············.61
三、機(jī)供品交接清點(diǎn) ··········.61
四、清艙檢查 ···················.61
五、旅客登機(jī)并確認(rèn)應(yīng)急
出口 ·························.61
六、艙門(mén)操作 ···················.62
七、歡迎詞廣播 ················.63
八、安全演示 ···················.64
九、安全檢查 ···················.66
模塊拓展訓(xùn)練 ··························.67
學(xué)習(xí)情景三 空中飛行實(shí)施階段 ··.67
一、飛行實(shí)施階段的工作
內(nèi)容 ·························.68
二、飛行實(shí)施階段的注意
事項(xiàng) ·························.70
模塊拓展訓(xùn)練 ··························.70
學(xué)習(xí)情景四 航后講評(píng)階段 ········.71
一、航后講評(píng)的重要性 ·······.72
二、航后講評(píng)的任務(wù)回顧 ····.72
三、航后講評(píng)的內(nèi)容要點(diǎn) ····.73
四、航后講評(píng)的注意事項(xiàng) ····.73
模塊拓展訓(xùn)練 ··························.74
模塊五 旅客服務(wù)管理 ····················.75
學(xué)習(xí)情景一 特殊旅客的管理 ·····.75
一、重要旅客的管理 ··········.76
二、兒童旅客的管理 ··········.77
三、嬰兒旅客的管理 ··········.78
四、孕婦旅客的管理············79
五、擔(dān)架旅客的管理············80
六、視聽(tīng)障礙旅客的管理······80
七、行動(dòng)障礙旅客的管理······81
八、遣返旅客的管理············82
九、暈機(jī)旅客的管理············82
十、智力或精神障礙旅客的
管理···························83
十一、老年旅客的管理·········83
十二、肥胖旅客的管理·········84
十三、團(tuán)體旅客的管理·········84
模塊拓展訓(xùn)練····························85
學(xué)習(xí)情景二 頭等艙/公務(wù)艙旅客的
管理 ······················85
一、頭等艙/公務(wù)艙旅客的
管理要略·····················86
二、頭等艙/公務(wù)艙訪客
要求···························87
三、頭等艙/公務(wù)艙的旅客
管理注意事項(xiàng)···············87
四、頭等艙/公務(wù)艙的旅客
投訴處理規(guī)范···············88
模塊拓展訓(xùn)練····························88
學(xué)習(xí)情景三 非正常旅客的管理····89
一、遺失物品旅客的管理······90
二、醉酒旅客的管理············91
三、吸煙旅客的管理············92
四、非法行為旅客的管理······92
模塊拓展訓(xùn)練····························92
模塊六 乘務(wù)員職責(zé)及工作技能··········94
學(xué)習(xí)情景一 乘務(wù)長(zhǎng)（客艙經(jīng)理）
職責(zé)及工作技能·······94
一、乘務(wù)長(zhǎng)（客艙經(jīng)理）的
定義···························95
二、乘務(wù)長(zhǎng)（客艙經(jīng)理）的
工作內(nèi)容·····················95 三、乘務(wù)長(zhǎng)（客艙經(jīng)理）的
職責(zé) ·························.96
四、乘務(wù)長(zhǎng)（客艙經(jīng)理）的
工作技能 ···················.96
模塊拓展訓(xùn)練 ··························.97
學(xué)習(xí)情景二 兩艙乘務(wù)員職責(zé)及
工作技能···············.98
一、兩艙乘務(wù)員的定義 ·······.99
二、兩艙乘務(wù)員的工作內(nèi)容 ·.99
三、兩艙乘務(wù)員的職責(zé) ·······.99
四、兩艙乘務(wù)員的工作
技能 ·························100
模塊拓展訓(xùn)練 ··························106
學(xué)習(xí)情景三 客艙乘務(wù)員職責(zé)及
工作技能···············107
一、客艙乘務(wù)員的定義 ·······108
二、客艙乘務(wù)員的工作
內(nèi)容 ·························108
三、客艙乘務(wù)員的職責(zé) ·······109
四、客艙乘務(wù)員的工作
技能 ·························109
模塊拓展訓(xùn)練 ·························.115
學(xué)習(xí)情景四 航空安全員職責(zé)及
工作技能··············.116
一、航空安全員的定義 ······.117
二、航空安全員的工作
內(nèi)容 ························.117
三、航空安全員的職責(zé) ······.117
四、航空安全員的工作
技能 ························.118
模塊拓展訓(xùn)練 ··························121
模塊七 客艙管理 ························.123
學(xué)習(xí)情景一 客艙管理的內(nèi)容 ·····123
一、客艙管理的定義 ··········124
二、飛行機(jī)組管理 ·············124
三、機(jī)供品管理 ················126
四、餐食管理··················.129
五、廚房管理··················.130
六、衛(wèi)生間管理···············.132
七、旅客管理··················.133
模塊拓展訓(xùn)練·························.135
學(xué)習(xí)情景二 機(jī)組資源管理·······.136
一、人為因素管理············.137
二、差錯(cuò)與差錯(cuò)管理·········.140
三、有效溝通及團(tuán)隊(duì)協(xié)作···.141
四、機(jī)組資源管理在實(shí)際
工作中的應(yīng)用············.144
模塊拓展訓(xùn)練·························.145
模塊八 國(guó)際（地區(qū)）航班服務(wù)········146
學(xué)習(xí)情景一 聯(lián)檢服務(wù)·············.146
一、海關(guān)························.147
二、邊防························.148
三、檢驗(yàn)檢疫··················.153
模塊拓展訓(xùn)練·························.154
學(xué)習(xí)情景二 國(guó)際（地區(qū)）航線
流程 ···················.155
一、客艙飛行人員必備證件
和資料·····················.156
二、國(guó)際航線通用進(jìn)/出港
流程························.156
模塊拓展訓(xùn)練·························.159
學(xué)習(xí)情景三 國(guó)際（地區(qū)）機(jī)上
服務(wù)流程 ·············.160
一、頭等艙/公務(wù)艙服務(wù)
流程························.161
二、普通艙服務(wù)流程·········.165
模塊拓展訓(xùn)練·························.169
模塊九 航空行業(yè)術(shù)語(yǔ)····················171
學(xué)習(xí)情景一 各航司及機(jī)場(chǎng)三字
代碼 ···················.171
一、國(guó)內(nèi)外航空公司代碼···.172
二、國(guó)內(nèi)外機(jī)場(chǎng)代碼·········.173 模塊拓展訓(xùn)練 ··························176
學(xué)習(xí)情景二 特殊餐食代碼及
介紹·····················177
一、航空特殊餐食代碼 ·······178
二、航空特殊餐食簡(jiǎn)介 ·······179
三、航空特殊餐食的服務(wù) ····185
模塊拓展訓(xùn)練 ··························186
學(xué)習(xí)情景三 航空專(zhuān)業(yè)術(shù)語(yǔ) ········186
一、航空服務(wù)術(shù)語(yǔ)············.187
二、航空安全術(shù)語(yǔ)············.190
三、航空設(shè)施術(shù)語(yǔ)············.192
四、航空組織術(shù)語(yǔ)············.195
五、航空專(zhuān)業(yè)術(shù)語(yǔ)的應(yīng)用
場(chǎng)景························.196
模塊拓展訓(xùn)練·························.199
參考文獻(xiàn) ······································201