模塊一 認識服務心理與民航服務心理··································································.1
項目一 識認日常生活中的服務心理····························································.3
任務一 服務心理的理論價值與應用價值················································.3
任務二 服務心理的基本概念與流派······················································.5
任務三 服務心理與其他學科的聯(lián)系····················································.10
項目二 識辨民航服務的工作性質·····························································.12
任務一 民航服務的概念與特征··························································.13
任務二 民航服務人員的職業(yè)要求·······················································.14
任務三 民航服務心理的主要內容·······················································.17
項目三 識用民航服務心理的實務方法·······················································.17
任務一 觀察法···············································································.18
任務二 問詢法···············································································.21
任務三 測試法與調查法···································································.21
任務四 工作實踐法與實驗法·····························································.24
課程思政小紅星·····················································································.24
知識鞏固······························································································.26
技能訓練······························································································.26
模塊二 旅客感知心理與民航服務······································································.27
項目一 識認旅客感知心理······································································.29
任務一 感知的概念與特征································································.29
任務二 影響旅客感知的主客觀因素····················································.32
任務三 旅客感知的心理偏差與效應····················································.33
項目二 識辨旅客滿意度測評···································································.36
任務一 建立旅客滿意度測評內容·······················································.37
任務二 采集旅客滿意度科學數(shù)據(jù)·······················································.39
任務三 分析旅客滿意度的影響因素····················································.40
任務四 制訂旅客滿意度提升方案·······················································.41
項目三 識用旅客感知心理的體驗設計·······················································.43
任務一 認識主題航班······································································.44
任務二 主題航班的方案設計·····························································.45
任務三 不同類型的主題航班方案解析·················································.49
課程思政小紅星·····················································································.51
知識鞏固······························································································.52
技能訓練······························································································.52
模塊三 旅客需要心理與民航服務······································································.53
項目一 識認旅客需要心理······································································.55
任務一 需要的概念與特征································································.55
任務二 需要的理論與分類································································.56
任務三 馬斯洛需要層次理論及應用····················································.58
項目二 識辨一般旅客需要心理································································.61
任務一 飲食需要心理······································································.61
任務二 安全需要心理······································································.62
任務三 情感需要心理······································································.63
任務四 尊重需要心理······································································.64
項目三 識用特殊旅客需要心理································································.65
任務一 老年旅客的需要心理·····························································.66
任務二 兒童旅客的需要心理·····························································.69
任務三 病殘旅客的需要心理·····························································.71
任務四 孕婦旅客的需要心理·····························································.73
任務五 重要旅客的需要心理·····························································.74
任務六 旅客需要判定與服務方案·······················································.75
課程思政小紅星·····················································································.76
知識鞏固······························································································.77
技能訓練······························································································.77
模塊四 旅客個性心理與民航服務······································································.78
項目一 識認旅客個性心理······································································.80
任務一 個性心理············································································.80
任務二 性格··················································································.82
任務三 氣質··················································································.84
任務四 能力··················································································.86
項目二 識辨旅客個性心理評定································································.88
任務一 旅客行為評定······································································.88
任務二 旅客測驗評定······································································.90
任務三 旅客用戶畫像評定································································.92
項目三 識用旅客個性心理與服務·····························································.93
任務一 基于氣質的旅客心理與服務應用··············································.94
任務二 基于國家、地域的旅客心理與服務應用·····································.99
任務三 基于職業(yè)的旅客心理與服務應用·············································.101
課程思政小紅星····················································································.103
知識鞏固·····························································································.104
技能訓練·····························································································.104
模塊五 旅客情緒心理與民航服務·····································································.105
項目一 識認旅客情緒心理·····································································.107
任務一 情緒的概念、分類與功能······················································.107
任務二 旅客情緒心理的外部表現(xiàn)與識別·············································.110
任務三 旅客情緒心理的產(chǎn)生原因······················································.113
項目二 識辨旅客情緒心理的調適方法······················································.114
任務一 常見的旅客情緒安撫方法······················································.115
任務二 合理情緒療法與應用····························································.122
任務三 放松方法與應用··································································.123
任務四 正念方法與應用··································································.125
項目三 識用旅客情緒心理的減壓放松······················································.127
任務一 全身放松活動·····································································.127
任務二 面部放松活動·····································································.128
任務三 手指放松活動·····································································.130
課程思政小紅星····················································································.131
知識鞏固·····························································································.132
技能訓練·····························································································.132
模塊六 客我交往心理與民航服務·····································································.134
項目一 識認客我交往心理·····································································.136
任務一 客我交往的概念與特征·························································.136
任務二 客我交往心理狀態(tài)的分類······················································.137
任務三 客我交往形式·····································································.138
項目二 識辨客我關系的方法··································································.142
任務一 客我關系建立······································································.142
任務二 建立良好客我關系的談話技巧················································.144
任務三 建立良好客我關系的共情技巧················································.147
任務四 建立良好客我關系的傾聽技巧················································.149
項目三 識用服務中的客我交往心理·························································.150
任務一 地勤服務的客我交往····························································.151
任務二 空勤服務的客我交往····························································.156
課程思政小紅星····················································································.158
知識鞏固·····························································································.159
技能訓練·····························································································.159
模塊七 民航突發(fā)事件旅客心理與民航服務·························································.160
項目一 識認民航突發(fā)事件·····································································.162
任務一 民航突發(fā)事件的概念和特征···················································.162
任務二 民航突發(fā)事件的分類、原因和影響··········································.163
項目二 識辨民航突發(fā)事件旅客心理·························································.165
任務一 一般突發(fā)事件的旅客心理······················································.166
任務二 嚴重突發(fā)事件的旅客心理······················································.167
項目三 識用民航突發(fā)事件旅客心理的服務應對··········································.171
任務一 大面積航班延誤或取消·························································.172
任務二 機上擾亂行為或非法干擾行為················································.176
任務三 旅客突發(fā)疾病·····································································.177
任務四 客艙安全突發(fā)事件·······························································.179
課程思政小紅星····················································································.180
知識鞏固·····························································································.181
技能訓練·····························································································.181
模塊八 旅客群體沖突、投訴心理與民航服務······················································.183
項目一 識認旅客群體沖突心理·······························································.185
任務一 旅客群體沖突心理·······························································.185
任務二 群體沖突心理的行為表現(xiàn)與動力機制·······································.190
項目二 識辨旅客群體沖突心理的服務應對················································.193
任務一 群體沖突心理的階段疏導······················································.194
任務二 群體沖突心理的服務策略······················································.197
項目三 識用旅客投訴心理的服務應對······················································.199
任務一 旅客投訴的事前預防····························································.200
任務二 旅客投訴的事中安撫····························································.203
任務三 旅客投訴的事后處理····························································.205
課程思政小紅星····················································································.207
知識鞏固·····························································································.207
技能訓練·····························································································.207
模塊九 民航服務人員心理素質提升··································································.208
項目一 識認民航服務人員心理素質·························································.210
任務一 心理素質的概念、分類與特征················································.210
任務二 服務人員的心理健康····························································.212
任務三 服務人員心理健康的判定······················································.213
項目二 識辨民航服務人員心理問題與輔導················································.215
任務一 新時期民航服務人員心理問題的判定與輔導······························.216
任務二 特殊事件后民航服務人員心理問題的判定與輔導························.217
項目三 識用民航服務人員心理健康提升路徑·············································.220
任務一 個體身心發(fā)展·····································································.220
任務二 團體心理輔導·····································································.224
任務三 員工幫助計劃·····································································.227
課程思政小紅星····················································································.231
知識鞏固·····························································································.232
技能訓練·····························································································.232
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