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內容簡介: |
本教材以“识认—识辨—识用”为模块主线,介绍了民航服务心理基础、旅客感知心理、旅客需要心理、旅客个性心理、旅客情绪心理、客我交往心理、民航突发事件旅客心理、旅客群体冲突与投诉心理、民航服务人员心理素质提升等学习模块。每个模块均设置学习目标、思维导图、案例导引、同步思考、课堂互动、课程思政小红星、知识巩固、技能训练等,引入通俗易懂的民航服务心理案例、服务设计方案、民航影视赏析、优秀作业视频等多元化的教学资源和颗粒化的教学微课,辅以全面系统、设计精美的教学PPT、教学大纲和教学任务书,既增加了教材内容的趣味性、可操作性和新颖性,又为广大授课教师与学习者提供了极大的使用便利。
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關於作者: |
郑菲菲,2011.7—至今 在南京旅游职业学院人文艺术学院任教,主讲课程:民航服务心理与实务、民航服务沟通等;主编校级重点教材:《民航服务心理学》《民航服务沟通技巧》。
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目錄:
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模块一 认识服务心理与民航服务心理··································································.1 项目一 识认日常生活中的服务心理····························································.3 任务一 服务心理的理论价值与应用价值················································.3 任务二 服务心理的基本概念与流派······················································.5 任务三 服务心理与其他学科的联系····················································.10 项目二 识辨民航服务的工作性质·····························································.12 任务一 民航服务的概念与特征··························································.13 任务二 民航服务人员的职业要求·······················································.14 任务三 民航服务心理的主要内容·······················································.17 项目三 识用民航服务心理的实务方法·······················································.17 任务一 观察法···············································································.18 任务二 问询法···············································································.21 任务三 测试法与调查法···································································.21 任务四 工作实践法与实验法·····························································.24 课程思政小红星·····················································································.24 知识巩固······························································································.26 技能训练······························································································.26 模块二 旅客感知心理与民航服务······································································.27 项目一 识认旅客感知心理······································································.29 任务一 感知的概念与特征································································.29 任务二 影响旅客感知的主客观因素····················································.32 任务三 旅客感知的心理偏差与效应····················································.33 项目二 识辨旅客满意度测评···································································.36 任务一 建立旅客满意度测评内容·······················································.37 任务二 采集旅客满意度科学数据·······················································.39 任务三 分析旅客满意度的影响因素····················································.40 任务四 制订旅客满意度提升方案·······················································.41 项目三 识用旅客感知心理的体验设计·······················································.43 任务一 认识主题航班······································································.44 任务二 主题航班的方案设计·····························································.45 任务三 不同类型的主题航班方案解析·················································.49 课程思政小红星·····················································································.51 知识巩固······························································································.52 技能训练······························································································.52 模块三 旅客需要心理与民航服务······································································.53 项目一 识认旅客需要心理······································································.55 任务一 需要的概念与特征································································.55 任务二 需要的理论与分类································································.56 任务三 马斯洛需要层次理论及应用····················································.58 项目二 识辨一般旅客需要心理································································.61 任务一 饮食需要心理······································································.61 任务二 安全需要心理······································································.62 任务三 情感需要心理······································································.63 任务四 尊重需要心理······································································.64 项目三 识用特殊旅客需要心理································································.65 任务一 老年旅客的需要心理·····························································.66 任务二 儿童旅客的需要心理·····························································.69 任务三 病残旅客的需要心理·····························································.71 任务四 孕妇旅客的需要心理·····························································.73 任务五 重要旅客的需要心理····
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