如何培养空乘人员的心理素质-浅谈空乘人员心理素质的培养

编号

南京航空航天大学金城学院毕业论文

题目如何培养空乘人员的心

理素质

学生姓名

学号

系部

专业

班级

指导教师

二〇一二年六月

南京航空航天大学金城学院

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如何培养空乘人员的心理素质

摘要

空中服务工作是航空公司直接面对旅客服务的窗口，她直接代表着中国民航和各航空公司的形象，是民航服务水平的重要体现。在激烈的航空市场竞争中，直接反映为为旅客服务的空中乘务员的形象和工作态度。从这个意义上讲，高水平的空中服务对乘务员的文化素质，进而对乘务员的综合素质，都提出了较高的要求，所以，具有一定的人文素质，是形成乘务员综合素质的前提和基础。空中乘务专业是一个专门培养高素质空中乘务员的专业，它针对高水平的空中服务工作对空中乘务专业的学生进行系统的人文素质的培养，包含了管理学，心理学，美学，乃至自然，地理，卫生，救护，饮食等诸多内容。

民航业的快速、多样化发展，对各类人才的大量需求，为教育市场的迅速扩大提供了强大的动力，民航业人才培训的模式也从原来单一依靠民航系统院校培训，发展成为多点、多层次的培训。然而在蓬勃发展的空乘人才培养格局下，我们不得不注意到，空中乘务专业在学科建设与教材建设上缺乏规范性、前瞻性与实用性，造成人才培养长期以来一直在较低水平徘徊，严重滞后于行业对高质量、高素质人才需求的现状。

当今社会竞争激烈，尤其我们空乘人员在空中作业，心理素质就显得更为重要了。而如何正确认识心理素质并且提高它是空乘人员进行心理素质教育的首要问题。在这个论文中我通过对素质，心理素质的分析研究进而证明了心理素质是整体素质的基础、核心与归宿。进而提出了良好的心理素质对空乘人员是极为重要的。所以说心理素质在当代思想教育中的地位与作用的重要性是不言而喻的，因此如何重视空乘人员的心理素质，如何面对心理素质所存在的问题，解决心理素质中的问题是我这篇论文的主要线索。因为心理素质与能力，人际关系，及应急反应都有密切的联系。

空乘人员是航空公司的一线代表，是乘客在飞行过程中的直接对话者，旅客从登上飞机到走下飞机，整个飞行过程中感受到的是空乘人员的服务，他所感受到的安全也将来自于空乘人员的表现。因此在旅客评价某某航空公司的时候，往往首先要说航空公司的空乘人员是怎么样的。这就要求航空公司要求自己的乘务员在达到工作技能合格的同时，必须具备良好的心里素质，这是因为良好的心里素质是确保客舱安全和服务的关键因素。

关键词：空中乘务人员；心理素质；重要性；培养

How to cultivate the psychological quality of the flight attendants

Abstract

Air service airlines directly face the window of the passenger service, she directly represents the image of the Chinese civil aviation and airlines is an important manifestation of the level of air services. Fierce airline competition in the market, a direct reflection of the image and attitude of the flight attendants for passenger service. In this sense, the high level of air services and cultural qualities of the crew, and thus the overall quality of the crew, have put forward higher requirements, therefore, has some human qualities, is the prerequisite and basis for the formation of the comprehensive quality of the crew. Professional air crew is a specialized training of professional high-quality flight attendant for a high level of air service to the cultivation of the human qualities of professional students of the air crew, including management, psychology, aesthetics, and even natural, geographical health, ambulance, restaurants and many other content.

The fast of the civil aviation industry, diversification, a large demand for all kinds of talents, provides a powerful impetus to the rapid expansion of the education market, the civil aviation industry personnel training mode from single to rely on the civil aviation system institutions training has developed into a multi-point and multi-level training. In the booming flight attendants personnel training pattern, however, we have noticed that the air crew of professional disciplinary construction and construction of teaching materials, lack of normative, forward-looking and practical, resulting in personnel training has long been hovering at a low level, serious lag on the needs of high-quality, high-quality talent in the industry status quo.

Intense competition in today's society, especially our flight attendants in air operations, psychological quality becomes even more important. How to correctly understand the psychological and improve the quality of it is the most important issue for flight attendants psychological quality education. In this paper I prove the quality of psychological analysis, psychology and thus the overall quality of the foundation, core and end-result. Then put forward the good psychological quality is extremely important to the flight attendants. So the psychological qualities in contemporary ideological education and the importance of the role is self-evident, so how seriously the psychological quality of the flight attendants, and how to deal with the problems of mental quality, and solve the problems in the psychological quality I this paper the main clues. Because the quality and ability of the psychological, interpersonal, and emergency response are closely linked.

Flight attendants are first-line representatives of the airlines, is the direct interlocutor of the passengers during the flight got off the plane, passengers boarded the plane to feel the entire flight