论民航服务心理学答辩.ppt

Psychology services Liuli 0927083223 Chenyao 0927083243 Luozhenzhen 0927083222 Contents Firstchapter............................................................... ................Introduction The second chapter ...................... .............Civil aviation service psychology The third chapter ....................... ... .............Civil aviation services and emotion and volition The fourth chapter ...................... ............... Civil aviation service and personality psychology The fifth chapter ............................ .............The interpersonal relationship in civil aviation service Conclusion Reference Reasons for Choosing the Topic  Current, our country has become the world aviation big country, Chinese civil aviaton and foreign aviation industry competition, in the final analysis depends on the competition of service. In the civil aviation service process, civil service personnel how to accurately grasp the passenger or consignor psychology, how to improve their psychological quality, improve civil aviation service quality the key, there is an urgent need for psychology of service of civil aviation to provide scientific and effective answer。 　　 Civil service concept Civil aviation service concept is in accordance with the civil aviation service content, normative and specific requirements, with the passenger demand as the center, to meet the needs of travelers and provide a service. Civil aviation services and emotion Emotion, emotion is one of objective errors of attitude experience, the human brain is the objective world is a special reflection of form of human behavior, is the most complex, the most important aspect of. Civil service personnel and raise Good will quality in the work performance of the will of the consciousness of the will of the decisive and will adhere will self-control. Good will quality raise. The firm the ideal and the clear service concept for intensive training. Training will quality. Learn to