模塊一 民航客艙服務 ·······················1
學習情景一 民航服務概述 ···········1
一、服務概述 ······················2
二、民航服務的定義和內涵 ····4
三、民航服務的重要性 ··········8
四、民航服務的發(fā)展歷程 ·······9
五、民航乘務員的發(fā)展歷程 ····9
模塊拓展訓練 ··························.10
學習情景二 客艙服務概述 ········.11
一、客艙服務的定義 ··········.12
二、客艙服務的意義 ··········.13
三、客艙服務與一般服務的
差異 ·························.13
四、客艙服務的要點 ··········.15
五、客艙服務的內容 ··········.16
六、客艙服務的發(fā)展趨勢 ····.18
模塊拓展訓練 ··························.20
模塊二 民航服務心理與溝通 ···········.21
學習情景一 民航服務心理 ········.21
一、民航服務心理研究的
內容 ·························.22
二、民航服務心理研究的
原則 ·························.23
三、民航服務心理研究的
方法 ·························.23
模塊拓展訓練 ··························.25
學習情景二 溝通與溝通心理 ·····.25
一、溝通··························.27
二、溝通心理 ···················.28
模塊拓展訓練····························30
學習情景三 服務中溝通的技巧····31
一、充分了解并正確認知
旅客···························32
二、正確使用身體語言·········32
三、熟練掌握語言技巧·········33
四、學會傾聽·····················34
五、贏得旅客的理解與配合···34
模塊拓展訓練····························34
模塊三 客艙服務設施設備················36
學習情景一 客艙設備介紹
（A320 機型系列） ····36
一、乘務員控制面板············37
二、通信系統(tǒng)·····················38
三、旅客服務系統(tǒng)···············39
四、燈光系統(tǒng)·····················42
五、衛(wèi)生間、衣帽間············43
模塊拓展訓練····························44
學習情景二 廚房設備介紹··········45
一、斷路器························46
二、烤箱···························46
三、燒水器························49
四、飲料機························50
五、餐車···························51
六、電源控制面板···············52
七、水開關閥門··················52
八、冷水管和積水槽············52
九、儲物柜························53
十、垃圾箱························53
模塊拓展訓練····························53 民航客艙服務技能與管理 ?????
VI
模塊四 飛行實施的四個階段 ···········.54
學習情景一 航前（預先）準備
階段·····················.54
一、個人準備 ···················.55
二、航前準備會 ················.57
三、乘坐機組車抵達候機樓 ·.58
模塊拓展訓練 ··························.58
學習情景二 直接準備階段 ········.59
一、應急設備檢查 ·············.60
二、客艙衛(wèi)生檢查 ·············.61
三、機供品交接清點 ··········.61
四、清艙檢查 ···················.61
五、旅客登機并確認應急
出口 ·························.61
六、艙門操作 ···················.62
七、歡迎詞廣播 ················.63
八、安全演示 ···················.64
九、安全檢查 ···················.66
模塊拓展訓練 ··························.67
學習情景三 空中飛行實施階段 ··.67
一、飛行實施階段的工作
內容 ·························.68
二、飛行實施階段的注意
事項 ·························.70
模塊拓展訓練 ··························.70
學習情景四 航后講評階段 ········.71
一、航后講評的重要性 ·······.72
二、航后講評的任務回顧 ····.72
三、航后講評的內容要點 ····.73
四、航后講評的注意事項 ····.73
模塊拓展訓練 ··························.74
模塊五 旅客服務管理 ····················.75
學習情景一 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、擔架旅客的管理············80
六、視聽障礙旅客的管理······80
七、行動障礙旅客的管理······81
八、遣返旅客的管理············82
九、暈機旅客的管理············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、團體旅客的管理·········84
模塊拓展訓練····························85
學習情景二 頭等艙/公務艙旅客的
管理 ······················85
一、頭等艙/公務艙旅客的
管理要略·····················86
二、頭等艙/公務艙訪客
要求···························87
三、頭等艙/公務艙的旅客
管理注意事項···············87
四、頭等艙/公務艙的旅客
投訴處理規(guī)范···············88
模塊拓展訓練····························88
學習情景三 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
模塊拓展訓練····························92
模塊六 乘務員職責及工作技能··········94
學習情景一 乘務長（客艙經理）
職責及工作技能·······94
一、乘務長（客艙經理）的
定義···························95
二、乘務長（客艙經理）的
工作內容·····················95 三、乘務長（客艙經理）的
職責 ·························.96
四、乘務長（客艙經理）的
工作技能 ···················.96
模塊拓展訓練 ··························.97
學習情景二 兩艙乘務員職責及
工作技能···············.98
一、兩艙乘務員的定義 ·······.99
二、兩艙乘務員的工作內容 ·.99
三、兩艙乘務員的職責 ·······.99
四、兩艙乘務員的工作
技能 ·························100
模塊拓展訓練 ··························106
學習情景三 客艙乘務員職責及
工作技能···············107
一、客艙乘務員的定義 ·······108
二、客艙乘務員的工作
內容 ·························108
三、客艙乘務員的職責 ·······109
四、客艙乘務員的工作
技能 ·························109
模塊拓展訓練 ·························.115
學習情景四 航空安全員職責及
工作技能··············.116
一、航空安全員的定義 ······.117
二、航空安全員的工作
內容 ························.117
三、航空安全員的職責 ······.117
四、航空安全員的工作
技能 ························.118
模塊拓展訓練 ··························121
模塊七 客艙管理 ························.123
學習情景一 客艙管理的內容 ·····123
一、客艙管理的定義 ··········124
二、飛行機組管理 ·············124
三、機供品管理 ················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
模塊拓展訓練·························.135
學習情景二 機組資源管理·······.136
一、人為因素管理············.137
二、差錯與差錯管理·········.140
三、有效溝通及團隊協(xié)作···.141
四、機組資源管理在實際
工作中的應用············.144
模塊拓展訓練·························.145
模塊八 國際（地區(qū)）航班服務········146
學習情景一 聯檢服務·············.146
一、海關························.147
二、邊防························.148
三、檢驗檢疫··················.153
模塊拓展訓練·························.154
學習情景二 國際（地區(qū)）航線
流程 ···················.155
一、客艙飛行人員必備證件
和資料·····················.156
二、國際航線通用進/出港
流程························.156
模塊拓展訓練·························.159
學習情景三 國際（地區(qū)）機上
服務流程 ·············.160
一、頭等艙/公務艙服務
流程························.161
二、普通艙服務流程·········.165
模塊拓展訓練·························.169
模塊九 航空行業(yè)術語····················171
學習情景一 各航司及機場三字
代碼 ···················.171
一、國內外航空公司代碼···.172
二、國內外機場代碼·········.173 模塊拓展訓練 ··························176
學習情景二 特殊餐食代碼及
介紹·····················177
一、航空特殊餐食代碼 ·······178
二、航空特殊餐食簡介 ·······179
三、航空特殊餐食的服務 ····185
模塊拓展訓練 ··························186
學習情景三 航空專業(yè)術語 ········186
一、航空服務術語············.187
二、航空安全術語············.190
三、航空設施術語············.192
四、航空組織術語············.195
五、航空專業(yè)術語的應用
場景························.196
模塊拓展訓練·························.199
參考文獻 ······································201