模块一 民航客舱服务 ·······················1
学习情景一 民航服务概述 ···········1
一、服务概述 ······················2
二、民航服务的定义和内涵 ····4
三、民航服务的重要性 ··········8
四、民航服务的发展历程 ·······9
五、民航乘务员的发展历程 ····9
模块拓展训练 ··························· 10
学习情景二 客舱服务概述 ········· 11
一、客舱服务的定义 ··········· 12
二、客舱服务的意义 ··········· 13
三、客舱服务与一般服务的
差异 ·························· 13
四、客舱服务的要点 ··········· 15
五、客舱服务的内容 ··········· 16
六、客舱服务的发展趋势 ····· 18
模块拓展训练 ··························· 20
模块二 民航服务心理与沟通 ············ 21
学习情景一 民航服务心理 ········· 21
一、民航服务心理研究的
内容 ·························· 22
二、民航服务心理研究的
原则 ·························· 23
三、民航服务心理研究的
方法 ·························· 23
模块拓展训练 ··························· 25
学习情景二 沟通与沟通心理 ······ 25
一、沟通··························· 27
二、沟通心理 ···················· 28
模块拓展训练····························30
学习情景三 服务中沟通的技巧····31
一、充分了解并正确认知
旅客···························32
二、正确使用身体语言·········32
三、熟练掌握语言技巧·········33
四、学会倾听·····················34
五、赢得旅客的理解与配合···34
模块拓展训练····························34
模块三 客舱服务设施设备················36
学习情景一 客舱设备介绍
（A320 机型系列） ····36
一、乘务员控制面板············37
二、通信系统·····················38
三、旅客服务系统···············39
四、灯光系统·····················42
五、卫生间、衣帽间············43
模块拓展训练····························44
学习情景二 厨房设备介绍··········45
一、断路器························46
二、烤箱···························46
三、烧水器························49
四、饮料机························50
五、餐车···························51
六、电源控制面板···············52
七、水开关阀门··················52
八、冷水管和积水槽············52
九、储物柜························53
十、垃圾箱························53
模块拓展训练····························53 民航客舱服务技能与管理 ?????
VI
模块四 飞行实施的四个阶段 ············ 54
学习情景一 航前（预先）准备
阶段······················ 54
一、个人准备 ···················· 55
二、航前准备会 ················· 57
三、乘坐机组车抵达候机楼 ·· 58
模块拓展训练 ··························· 58
学习情景二 直接准备阶段 ········· 59
一、应急设备检查 ·············· 60
二、客舱卫生检查 ·············· 61
三、机供品交接清点 ··········· 61
四、清舱检查 ···················· 61
五、旅客登机并确认应急
出口 ·························· 61
六、舱门操作 ···················· 62
七、欢迎词广播 ················· 63
八、安全演示 ···················· 64
九、安全检查 ···················· 66
模块拓展训练 ··························· 67
学习情景三 空中飞行实施阶段 ··· 67
一、飞行实施阶段的工作
内容 ·························· 68
二、飞行实施阶段的注意
事项 ·························· 70
模块拓展训练 ··························· 70
学习情景四 航后讲评阶段 ········· 71
一、航后讲评的重要性 ········ 72
二、航后讲评的任务回顾 ····· 72
三、航后讲评的内容要点 ····· 73
四、航后讲评的注意事项 ····· 73
模块拓展训练 ··························· 74
模块五 旅客服务管理 ····················· 75
学习情景一 特殊旅客的管理 ······ 75
一、重要旅客的管理 ··········· 76
二、儿童旅客的管理 ··········· 77
三、婴儿旅客的管理 ··········· 78
四、孕妇旅客的管理············79
五、担架旅客的管理············80
六、视听障碍旅客的管理······80
七、行动障碍旅客的管理······81
八、遣返旅客的管理············82
九、晕机旅客的管理············82
十、智力或精神障碍旅客的
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、团体旅客的管理·········84
模块拓展训练····························85
学习情景二 头等舱/公务舱旅客的
管理 ······················85
一、头等舱/公务舱旅客的
管理要略·····················86
二、头等舱/公务舱访客
要求···························87
三、头等舱/公务舱的旅客
管理注意事项···············87
四、头等舱/公务舱的旅客
投诉处理规范···············88
模块拓展训练····························88
学习情景三 非正常旅客的管理····89
一、遗失物品旅客的管理······90
二、