民航服务空乘外文文献翻译最新译文

文献出处：Markus G. The language communication of civil aviation flight attendants service [J]. The TQM Journal, 2016, 5(2): 17-26.原文The language communication of civil aviation flight attendants serviceMarkus G.AbstractIn this paper, the linguistics, communication and the combination of civil aviation service psychology, from the oral communication, nonverbal communication, the use of bilingual intercultural communication, and the principle of language communication and so on research of civil aviation services, highlighting the role of language in the service, emphasis on a variety of integrated use of the way of language communication, by raising the level of language communication, to improve the quality of the civil aviation services, establish a good corporate image.Keywords: Language communication; Civil aviation services; Communicative principle; Flight attendants1 IntroductionWith the development of civil aviation services, air passenger as a social profession, work in the long-term practice has formed its own common language - cabin service term. Service in the process of language use, both reflect the level of service staff personal, and represent the spirit airlines, and even affect the development of the whole civil aviation. The success or failure of language communication, so to speak, the success or failure of a direct impact on the cabin service.2 The use of oral communicationIn the process of the cabin services, cabin crew language expression must not powerful and unconstrained style, want to say what you like, must according to the specific requirements of the civil aviation services and special rules. Its basic principle is: talk gently, clear; Language is concise, popular and lively; Smooth tone kind; Statement is fluent, textbook; Call right, talk with your respectful name; Speak politely and enthusiasm; the language standard, articulate.2.1 Greeting language artWelcome to language. Such as "welcome to take this flight" "service for you, I am veryhappy!" and so on. Greeting. Cabin crew, according to different object, time, place, situation, active greetings. Such as "a hard journey", "good morning" "wish you a pleasant journey," "good night" and so on. The courtesy call language is called language. Generally can be divided into your respectful name, collectively, modestly. Your respectful name is respect for people. When ask someone's name, it should be said surnames with " Mr ", such as " Mr Howard", "ambassador", "miss Mary", etc. Modest appellation is respect for each other. In daily communication, which has been rarely used. Ask for language. Cabin crew active use for language, can make the passengers feel respected. Such as: "you need a blanket, please?" "What I can do for you?" "Do you want to add some drinks?" wishes can be roughly divided into three categories, one is the holiday wishes. Such as "happy New Year to everyone traveler!" "I wish you all a merry Christmas!”etc. The second is birthday wishes, etc. The third is the general wishes. Such as "I wish you all a pleasant journey"2.2 Praise language artAbraham Lincoln once said: "everyone likes to be praised. “When the flight attendants see passengers do or get achievements worthy of praise, be sure to put it out. Such as: praised travelers dressed "you a nice sweater, especially the collar is very unique.” Or praised passenger's children "your son is so cute!" OR praised behavior by the passenger, "I'm sorry to keep you waiting so long! You really have the patience”. Appropriate praise can increase the satisfaction of passengers, but improper praise will bring bad effects, so the flight attendants in the use of praise, attention should be paid to the following aspects: praise to real, from the heart: false praise and counterproductive. Compliments are specific, in-depth and meticulous: abstract thing it is often difficult to determine its scope, and beautiful things should give is visible, tangible. The so-called in-depth and meticulous is at the time of praise, to excavate the potential of the other party, adding value to the other party, is the role of the more praise. Praise to see whether the object: in interpersonal interaction, each person's age, personality, culture, occupation, hobbies are different, the so-called "turnip greens, his taste," praise will vary from person to person. Praise to timing: language communication with strong timeliness, appropriate praise, multiplier effect; Praise early or too late will bring bad effect to praise. Praise also note scale: a moderate amount of praise can make each other feel gratified and exciting; Excessive compliment, empty flattery, or frequency is overmuch, can make each other uncomfortable, even embarrassing, disgusting, the resultsbackfire.2.3 Language art of apologizingIn the process of the cabin services, cabin crew to avoid errors or unexpected trouble because of the job, discontent or unhappiness. Regardless of the cause of their unhappiness is subjective or objective, the flight attendants are disposed of properly. Must first master the art of good apology, a real apology is not entirely mistaken, but in order to eliminate the hatred and misunderstanding, get understanding, restore harmony relationship. The art of apology, lies in the following three aspects: indirect apology: in the work of flight, the flight attendants will inevitably because of some little things offend passenger, a public apology, and for some reason there is the inconvenience, this is can take circuitous apology. Attendant to a woman care too much, for example, temporarily ignored MS b, MS displeasure caused b, detect, and special care for MS b, the following aircraft help her, she say, all can make her understand your language contained in the apology, so as to achieve the aim of letting go. Etiquette to apologize, apologize for etiquette, because of the need for social occasions are generally. Such as Fujian, said: "please forgive me service, and welcome aboard the flight again. “Or memorial gifts, said: "this is a token of our airlines, hope you like it, and thank you for always support to us. “Sin cerely apologize: sincerely apology if not many, but lies in whether sincerely to request understanding each other. As long as we are all in each other's shoes, contradictions will be resolved. So the key to the heartfelt apology is sincere, do have the sincerity.3 The use of language communicationIn the cabin vice language occupies an important role in the process of language communication, sometimes even better than the effect of oral communication. This independence of paralanguage also known as body language or language. Carter w. Becker, an American psychologist, put the body language is divided into three categories: one kind is dynamic in the first language of silent language, such as nodding, waving and smiling, eye contact, etc. The second type is static posture language, such as posture, clothing, hair style, etc. The third kind is the posture of the audio language, such as cough, sigh. In the process of the cabin services, the following are the main types of commonly used body language:3.1 The head languageFirst language is by head's message of the event, including nodded, shook his head andlooked down, looked up, twist, etc., most of the world's countries and regions nationalities are useful habit of dedicating to the head. Someone had specifically examines the meanings have nodded in the first language of 13.In addition, the shaking table often negative, don't agree with, don't understand. Around slightly shaking doubt or don't have the heart to; Twist a head table often doubts and concerns; Look up table usually brave or proud; Back table often disappointed or weakness. Bowed their heads and said often depressed, sad, or obedience.3.2 Sign languageSign language is by hand and finger's message, it includes handshake, waved and finger gestures, etc. Its main effect is to enhance the spoken language expression expresses emotion. The use of sign language passenger warehouse service as follows:Used to express the flight attendants emotions, visualization is spoken language. Such as aircraft turbulence, hovering in the sky, in order to appease passengers, flight attendants in the said: "please don't worry, I can ensure the safety of the destination. “With the hand clap breast, can increase the tone of the guarantee degree. Used to indicate the specific objects. Such as "dear passengers, your oxygen mask is located in the top of the seat," says, with his hand for instructions. Can’t see the other person's eyes, will not be able to understand each other speak in what kind of state, and is also difficult to confirm each other for their own talk how to make a response. So in the civil aviation flight attendants and passengers to be normal in the process of communication, natural eye contact.3.3 SmileLanguage is by not phonate smile's message, it can not only become the "lubricant" of spoken language communication, and is a silent "Esperanto" communication. It does not need to "translate", different national culture of the National People's Congress can realize it’s semantic. Smiles of cabin crew can always give a person with a kind, friendly, warm, make the person get feelings such as the spring breeze. As in service work appeared a little fault, smiled, contains "sorry", can eliminate each other's discontent; Communicate with passengers, laughed and said, let a person feel kind, trustworthy, sincerity. A smile can also cooperate with other non-verbal language, instead of the spoken language communication. If, when faced with difficult to accept things, can smile while shaking his head, politely declined, won't make a person feel very embarrassed.3.4 DressDress is relay information in clothing and accessories. It can show a person's temperament, hobbies, mental status, culture, social employment, living habits and ethnic customs and so on. Air cabin crew dress and make up the occupational is strong, has a unified requirements and regulations. An attendant costumes representing itself, airlines, the country's image, showing personality, neither, and the airline's reputation and dignity, also reflect the social civilization degree, level of morality, reflects the national and the style of The Times, as a result, the civil aviation flight attendants in clothing language must pay attention to the specification, neat, harmonious and modest.4 ConclusionsTaken together, create a good environment for the civil aviation services, build high-quality civil aviation service brand, attract more service object is the goal of every airline struggle, while language communication is to achieve the goal of the key. In cabin service, flight attendants should not be limited to the language communication spoken language communication, but to the integrated use of a variety of communication methods. The verbal communication, body communication, communication, culture communication and so on, and according to different situations, different object, the flexible use of different communication principles. Only a comprehensive range of various language communication means in the application of civil aviation service, and with a sincere heart to treat every passenger, to impregnable in the fierce competition of the civil aviation services译文民航服务中空乘人员的语言交际Markus G摘要本文把语言学, 交际学与民航服务心理学相结合, 从口语交际, 非语言交际, 跨文化双语交际的运用, 以及语言交际的原则等方面研究民航服务,突出语言在服务中的作用, 强调多种语言交际方式的综合运用, 通过提高语言交际水平, 来提升民航服务的质量, 树立良好的企业形象。