The Teaching and Training Division of Civil Aviation Administration Cadre College of China

Liu Yongjun Chen Shujun

Preface

Higher Vocational Education in Civil Aviation is an important part of higher education in China. Vigorously develop higher vocational and technical education in civil aviation, cultivate a considerable number of higher technical and applied specialists who embrace the basic line of the Party, adapt to the needs of civil aviation development, and understand the knowledge of civil aviation business, safety, and service of the overall development of morality, intellectuality, physical fitness, and aesthetics, which is an inevitable choice for the realization of the transformation of our country from a large country of civil aviation to a strong country of civil aviation.

This book mainly includes etiquette, civil aviation services, civil aviation service awareness, civil aviation service etiquette related concepts and knowledge, civil aviation service personnel grooming, grooming, dress and several aspects of the language, the most common service positions on the specific requirements of service personnel, the book adhere to the "advanced, streamlined, applicable" principle, pay attention to the combination of practice and theory, highlight the importance of the service personnel. The whole book adheres to the principle of "advanced, concise, applicable", focusing on the combination of practice and theory, highlighting the operability, in-depth, practicality.

This book can be used as a book for students of higher vocational colleges and universities, adult colleges and universities, secondary colleges and universities specializing in civil aviation cabin service, civil aviation transportation, civil aviation security inspection and other specialties, and as a training and self-study book for personnel of various types of civil aviation enterprises, as well as a reference book for relevant researchers. Civil Aviation Service Etiquette starts from the basic etiquette, systematically introduces the relevant contents of service etiquette, and gives solutions to the problems that are likely to arise in civil aviation service work in a targeted manner.

According to the characteristics of civil aviation services, this book focuses on the civil aviation employees and passengers direct contact with the most involved in the etiquette, while some of the civil aviation services are not universal catering etiquette, religious etiquette, folk etiquette and so on to do the deletion of the individual has the need for this students and employees, you can be targeted to choose the relevant books to read.

What is the future of business? The first is to make sure that you have the right kind of service, and that you have the right kind of service! Only the enterprise with the most perfect service is the enterprise that the guests will always support with action and currency. Only to achieve guest satisfaction, in order to realize the desire of enterprises to grow bigger and stronger! Facing the gradually opening sky of the world and the fierce competition in the air transportation industry, the service etiquette which symbolizes the good image of the service personnel and the service enterprise is of vital importance. This book specifically and exhaustively introduces the civil aviation service activities must follow a variety of etiquette, to regulate the behavior of service personnel has an important role in guiding.

Chapter 1: Basic knowledge of etiquette

Section 1: The origin, evolution and development of etiquette

First, the origin of etiquette: etiquette in ancient times

Second, the development and evolution of China's etiquette

Section 2: Concepts, roles and characteristics of etiquette

First, the concept of etiquette

Second, the role of etiquette

The role of etiquette

Third, etiquette and the role of civil aviation service activities must be followed. Characteristics of service

Section II Civil Aviation Services

I. Civil Aviation Services

II. Cabin Service

III. Ground Service

Section III Service Awareness and Service Etiquette

I. Service Awareness

II. First, civil aviation service primacy effect

Second, civil aviation service proximity effect

Third, the "own people" effect

Fourth, the halo effect

Chapter Review Questions

Chapter 3 Civil Aviation Employee Clothing Etiquette

The first section of the origins and role of the costume.

I. Origin of Clothing

II. Role of Clothing

Section 2: Basic Principles of Dressing and Etiquette

I. Principles of Dressing: TPO Principles

II. Etiquette of Dressing

III. Dressing Color Matching Skills

Section 3: Skills and Etiquette of Accessories

I. The concept and role of accessories

III. The concept and role of accessories

Second, the basic types of accessories and etiquette

The fourth section of the civil aviation staff professional dress

First, the role of professional dress

Second, the basic requirements of professional dress

Third, civil aviation staff professional dress code

Chapter review questions

Chapter IV civil aviation service grooming etiquette

Chapter 5 Civil Aviation Service Language Etiquette

Section 1 Civil Aviation Service Language

I. Speech Etiquette

II. Basic Civil Aviation Service Phrases

III. The second section of the art of service communication

First, the purpose of service communication

Second, the process of service communication

Third, the bad mentality of service communication

Fourth, the advocated mentality of service communication

Fifth, to avoid obstacles in the service communication

Sixth, the effective service communication skills

The third section of the civil aviation services mood Language

I. Emotional language

II. Norms of expression of service personnel

Reflective questions for review of this chapter

Chapter 6: Other civil aviation etiquette

Section 1: Civil aviation foreign affairs etiquette

I. Principles of civil aviation foreign affairs etiquette

II. Etiquette customs of various countries

Section 2: Civil aviation business etiquette

I. Cultivation of women's business etiquette

II, Men's Official Etiquette Cultivation

III. Official Introductions

IV. Official Salutes

V. Official Receptions

VI. Official Visits

VII. Official Phone Calls

VIII. Basic Office Etiquette

Reflection Questions for Review of the Chapter

Appendix: Self-study Examination Outline for Civil Aviation Service Mannerisms