文档介绍：浅析空乘人员的礼仪修养
摘要
礼仪是人类社会在长期社交活动中所形成的行为规范。服务礼仪则要求服务人员必须依据严格的礼仪规范,约束和指导自己的服务行为。空中乘务是一个专业性质特殊而严格的服务性专业,在成为空乘人员之前,航空公司都会对即将成为空乘的学员们进行系统的礼仪规范培养。礼仪修养是空中乘务员职业素养中首要的组成部分。
甜美的微笑、周到的服务、亲切而自然,早已在人们的潜意识中形成了固定的职业形象。因此,空中乘务员要认真学习礼仪规范,不仅有助于提升个人素质、加强自身修养,还可以进一步提高服务水平和服务质量,更好地满足旅客的需求。本文主要以空乘人员的礼仪修养为中心,结合自己在学校接受专业礼仪培训的经历和感悟来谈谈对空乘人员礼仪修养的认识。
关键词:服务礼仪空乘人员礼仪修养行为规范
A flight Attendant Ritual Cultivation
Abstract:Etiquette is a human society in the long-term social activities, formed a code of conduct. Service etiquette requires service personnel must be based on a strict etiquette, discipline and guide their service behavior. The air crew is a professional special nature of the service and strict professional before ing a flight attendant, airline flight attendants will be on the students who will soon e a systematic etiquette training.
Ritual self-cultivation is a cabin crew job sweet smile, attentive service, warm and natural, already in people's subconscious to form a fixed professional image. Therefore, the air crew should conscientiously study, etiquette norm, not only helps to enhance the personal qualities and strengthen their own self-cultivation, but also can further improve the service level and service quality to better meet passenger needs. This paper mainly ceremonial flight attendants cultivation center, combined with his professional training in school to talk about the experience and insights of the flight attendants etiquette awareness of self-cultivation.
Key words:Service etiquette flight attendants ritual self-cultivation Code of Conduct
前言
空乘服务作为一种特殊的职业,它有别于酒店和其他服务行业。改革开放30年,我国民航运输业得到快速发展。在激烈的市场竞争中,差异化战略是企业发展的最佳选择,技术的差异化在航空方面由于消费昂贵而很难实现,而经营化的差异化却有助于与竞争对手的经营形成差异。服务窗口恰恰标志着一个企业的服务质量水平,这是竞争对手很难效仿的,如实施“微笑服务”“零缺陷”服务等。空中乘务员的大部分工作是客舱服务,高质量的空中乘务,已经成为航空公司对外展示形象、吸引客源的最好窗口。因此,在空乘服务过程中,乘务员的基本礼仪及素养的高低,对民航运输的发展有着至关重要的影响。[1]
一礼仪概述
对礼仪的认识
我国是文明古国,富有优良的文明礼貌传统,素有“礼仪之邦”的美称,几千年光辉灿烂的文化,培养了中华民族高尚的道德,也形成了一整套完善的礼仪。
所谓礼仪,即人际交往的基本规则,是人际交往的行为秩序。
“礼”的含义是尊重。孔子云:“礼者,敬人也。”从本质上讲,“礼”是一项做