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民航服務(wù)心理與實(shí)務(wù) 
定 價(jià)：58 元
9 7 4 8 7 7 1 1 2 2 5 1 4 讀者對(duì)象:本書為高等學(xué)校民航類專、本科在校生學(xué)習(xí)民航基礎(chǔ)知識(shí)的一本教材，適用于民航相關(guān)專業(yè)基礎(chǔ)教學(xué)和非民航專業(yè)通識(shí)教學(xué)。 
本教材以“識(shí)認(rèn)—識(shí)辨—識(shí)用”為模塊主線，介紹了民航服務(wù)心理基礎(chǔ)、旅客感知心理、旅客需要心理、旅客個(gè)性心理、旅客情緒心理、客我交往心理、民航突發(fā)事件旅客心理、旅客群體沖突與投訴心理、民航服務(wù)人員心理素質(zhì)提升等學(xué)習(xí)模塊。每個(gè)模塊均設(shè)置學(xué)習(xí)目標(biāo)、思維導(dǎo)圖、案例導(dǎo)引、同步思考、課堂互動(dòng)、課程思政小紅星、知識(shí)鞏固、技能訓(xùn)練等，引入通俗易懂的民航服務(wù)心理案例、服務(wù)設(shè)計(jì)方案、民航影視賞析、優(yōu)秀作業(yè)視頻等多元化的教學(xué)資源和顆�；慕虒W(xué)微課，輔以全面系統(tǒng)、設(shè)計(jì)精美的教學(xué)PPT、教學(xué)大綱和教學(xué)任務(wù)書，既增加了教材內(nèi)容的趣味性、可操作性和新穎性，又為廣大授課教師與學(xué)習(xí)者提供了極大的使用便利。
鄭菲菲，2011.7—至今 在南京旅游職業(yè)學(xué)院人文藝術(shù)學(xué)院任教，主講課程：民航服務(wù)心理與實(shí)務(wù)、民航服務(wù)溝通等；主編校級(jí)重點(diǎn)教材：《民航服務(wù)心理學(xué)》《民航服務(wù)溝通技巧》。
模塊一 認(rèn)識(shí)服務(wù)心理與民航服務(wù)心理··································································.1
項(xiàng)目一 識(shí)認(rèn)日常生活中的服務(wù)心理····························································.3 任務(wù)一 服務(wù)心理的理論價(jià)值與應(yīng)用價(jià)值················································.3 任務(wù)二 服務(wù)心理的基本概念與流派······················································.5 任務(wù)三 服務(wù)心理與其他學(xué)科的聯(lián)系····················································.10 項(xiàng)目二 識(shí)辨民航服務(wù)的工作性質(zhì)·····························································.12 任務(wù)一 民航服務(wù)的概念與特征··························································.13 任務(wù)二 民航服務(wù)人員的職業(yè)要求·······················································.14 任務(wù)三 民航服務(wù)心理的主要內(nèi)容·······················································.17 項(xiàng)目三 識(shí)用民航服務(wù)心理的實(shí)務(wù)方法·······················································.17 任務(wù)一 觀察法···············································································.18 任務(wù)二 問(wèn)詢法···············································································.21 任務(wù)三 測(cè)試法與調(diào)查法···································································.21 任務(wù)四 工作實(shí)踐法與實(shí)驗(yàn)法·····························································.24 課程思政小紅星·····················································································.24 知識(shí)鞏固······························································································.26 技能訓(xùn)練······························································································.26 模塊二 旅客感知心理與民航服務(wù)······································································.27 項(xiàng)目一 識(shí)認(rèn)旅客感知心理······································································.29 任務(wù)一 感知的概念與特征································································.29 任務(wù)二 影響旅客感知的主客觀因素····················································.32 任務(wù)三 旅客感知的心理偏差與效應(yīng)····················································.33 項(xiàng)目二 識(shí)辨旅客滿意度測(cè)評(píng)···································································.36 任務(wù)一 建立旅客滿意度測(cè)評(píng)內(nèi)容·······················································.37 任務(wù)二 采集旅客滿意度科學(xué)數(shù)據(jù)·······················································.39 任務(wù)三 分析旅客滿意度的影響因素····················································.40 任務(wù)四 制訂旅客滿意度提升方案·······················································.41 項(xiàng)目三 識(shí)用旅客感知心理的體驗(yàn)設(shè)計(jì)·······················································.43 任務(wù)一 認(rèn)識(shí)主題航班······································································.44 任務(wù)二 主題航班的方案設(shè)計(jì)·····························································.45 任務(wù)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(shí)鞏固······························································································.52 技能訓(xùn)練······························································································.52 模塊三 旅客需要心理與民航服務(wù)······································································.53 項(xiàng)目一 識(shí)認(rèn)旅客需要心理······································································.55 任務(wù)一 需要的概念與特征································································.55 任務(wù)二 需要的理論與分類································································.56 任務(wù)三 馬斯洛需要層次理論及應(yīng)用····················································.58 項(xiàng)目二 識(shí)辨一般旅客需要心理································································.61 任務(wù)一 飲食需要心理······································································.61 任務(wù)二 安全需要心理······································································.62 任務(wù)三 情感需要心理······································································.63 任務(wù)四 尊重需要心理······································································.64 項(xiàng)目三 識(shí)用特殊旅客需要心理································································.65 任務(wù)一 老年旅客的需要心理·····························································.66 任務(wù)二 兒童旅客的需要心理·····························································.69 任務(wù)三 病殘旅客的需要心理·····························································.71 任務(wù)四 孕婦旅客的需要心理·····························································.73 任務(wù)五 重要旅客的需要心理·····························································.74 任務(wù)六 旅客需要判定與服務(wù)方案·······················································.75 課程思政小紅星·····················································································.76 知識(shí)鞏固······························································································.77 技能訓(xùn)練······························································································.77 模塊四 旅客個(gè)性心理與民航服務(wù)······································································.78 項(xiàng)目一 識(shí)認(rèn)旅客個(gè)性心理······································································.80 任務(wù)一 個(gè)性心理············································································.80 任務(wù)二 性格··················································································.82 任務(wù)三 氣質(zhì)··················································································.84 任務(wù)四 能力··················································································.86 項(xiàng)目二 識(shí)辨旅客個(gè)性心理評(píng)定································································.88 任務(wù)一 旅客行為評(píng)定······································································.88 任務(wù)二 旅客測(cè)驗(yàn)評(píng)定······································································.90 任務(wù)三 旅客用戶畫像評(píng)定································································.92 項(xiàng)目三 識(shí)用旅客個(gè)性心理與服務(wù)·····························································.93 任務(wù)一 基于氣質(zhì)的旅客心理與服務(wù)應(yīng)用··············································.94 任務(wù)二 基于國(guó)家、地域的旅客心理與服務(wù)應(yīng)用·····································.99 任務(wù)三 基于職業(yè)的旅客心理與服務(wù)應(yīng)用·············································.101 課程思政小紅星····················································································.103 知識(shí)鞏固·····························································································.104 技能訓(xùn)練·····························································································.104 模塊五 旅客情緒心理與民航服務(wù)·····································································.105 項(xiàng)目一 識(shí)認(rèn)旅客情緒心理·····································································.107 任務(wù)一 情緒的概念、分類與功能······················································.107 任務(wù)二 旅客情緒心理的外部表現(xiàn)與識(shí)別·············································.110 任務(wù)三 旅客情緒心理的產(chǎn)生原因······················································.113 項(xiàng)目二 識(shí)辨旅客情緒心理的調(diào)適方法······················································.114 任務(wù)一 常見(jiàn)的旅客情緒安撫方法······················································.115 任務(wù)二 合理情緒療法與應(yīng)用····························································.122 任務(wù)三 放松方法與應(yīng)用··································································.123 任務(wù)四 正念方法與應(yīng)用··································································.125 項(xiàng)目三 識(shí)用旅客情緒心理的減壓放松······················································.127 任務(wù)一 全身放松活動(dòng)·····································································.127 任務(wù)二 面部放松活動(dòng)·····································································.128 任務(wù)三 手指放松活動(dòng)·····································································.130 課程思政小紅星····················································································.131 知識(shí)鞏固·····························································································.132 技能訓(xùn)練·····························································································.132 模塊六 客我交往心理與民航服務(wù)·····································································.134 項(xiàng)目一 識(shí)認(rèn)客我交往心理·····································································.136 任務(wù)一 客我交往的概念與特征·························································.136 任務(wù)二 客我交往心理狀態(tài)的分類······················································.137 任務(wù)三 客我交往形式·····································································.138 項(xiàng)目二 識(shí)辨客我關(guān)系的方法··································································.142 任務(wù)一 客我關(guān)系建立······································································.142 任務(wù)二 建立良好客我關(guān)系的談話技巧················································.144 任務(wù)三 建立良好客我關(guān)系的共情技巧················································.147 任務(wù)四 建立良好客我關(guān)系的傾聽技巧················································.149 項(xiàng)目三 識(shí)用服務(wù)中的客我交往心理·························································.150 任務(wù)一 地勤服務(wù)的客我交往····························································.151 任務(wù)二 空勤服務(wù)的客我交往····························································.156 課程思政小紅星····················································································.158 知識(shí)鞏固·····························································································.159 技能訓(xùn)練·····························································································.159 模塊七 民航突發(fā)事件旅客心理與民航服務(wù)·························································.160 項(xiàng)目一 識(shí)認(rèn)民航突發(fā)事件·····································································.162 任務(wù)一 民航突發(fā)事件的概念和特征···················································.162 任務(wù)二 民航突發(fā)事件的分類、原因和影響··········································.163 項(xiàng)目二 識(shí)辨民航突發(fā)事件旅客心理·························································.165 任務(wù)一 一般突發(fā)事件的旅客心理······················································.166 任務(wù)二 嚴(yán)重突發(fā)事件的旅客心理······················································.167 項(xiàng)目三 識(shí)用民航突發(fā)事件旅客心理的服務(wù)應(yīng)對(duì)··········································.171 任務(wù)一 大面積航班延誤或取消·························································.172 任務(wù)二 機(jī)上擾亂行為或非法干擾行為················································.176 任務(wù)三 旅客突發(fā)疾病·····································································.177 任務(wù)四 客艙安全突發(fā)事件·······························································.179 課程思政小紅星····················································································.180 知識(shí)鞏固·····························································································.181 技能訓(xùn)練·····························································································.181 模塊八 旅客群體沖突、投訴心理與民航服務(wù)······················································.183 項(xiàng)目一 識(shí)認(rèn)旅客群體沖突心理·······························································.185 任務(wù)一 旅客群體沖突心理·······························································.185 任務(wù)二 群體沖突心理的行為表現(xiàn)與動(dòng)力機(jī)制·······································.190 項(xiàng)目二 識(shí)辨旅客群體沖突心理的服務(wù)應(yīng)對(duì)················································.193 任務(wù)一 群體沖突心理的階段疏導(dǎo)······················································.194 任務(wù)二 群體沖突心理的服務(wù)策略······················································.197 項(xiàng)目三 識(shí)用旅客投訴心理的服務(wù)應(yīng)對(duì)······················································.199 任務(wù)一 旅客投訴的事前預(yù)防····························································.200 任務(wù)二 旅客投訴的事中安撫····························································.203 任務(wù)三 旅客投訴的事后處理····························································.205 課程思政小紅星····················································································.207 知識(shí)鞏固·····························································································.207 技能訓(xùn)練·····························································································.207 模塊九 民航服務(wù)人員心理素質(zhì)提升··································································.208 項(xiàng)目一 識(shí)認(rèn)民航服務(wù)人員心理素質(zhì)·························································.210 任務(wù)一 心理素質(zhì)的概念、分類與特征················································.210 任務(wù)二 服務(wù)人員的心理健康····························································.212 任務(wù)三 服務(wù)人員心理健康的判定······················································.213 項(xiàng)目二 識(shí)辨民航服務(wù)人員心理問(wèn)題與輔導(dǎo)················································.215 任務(wù)一 新時(shí)期民航服務(wù)人員心理問(wèn)題的判定與輔導(dǎo)······························.216 任務(wù)二 特殊事件后民航服務(wù)人員心理問(wèn)題的判定與輔導(dǎo)························.217 項(xiàng)目三 識(shí)用民航服務(wù)人員心理健康提升路徑·············································.220 任務(wù)一 個(gè)體身心發(fā)展·····································································.220 任務(wù)二 團(tuán)體心理輔導(dǎo)·····································································.224 任務(wù)三 員工幫助計(jì)劃·····································································.227 課程思政小紅星····················································································.231 知識(shí)鞏固·····························································································.232 技能訓(xùn)練·····························································································.232 參考文獻(xiàn)·····································································································233
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