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民航服务心理与实务

作者：郑菲菲

出版社：电子工业出版社出版时间：2024-02-01

开本： 16开 页数： 244

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民航服务心理与实务版权信息

ISBN：9787121471254
条形码：9787121471254 ; 978-7-121-47125-4
装帧：一般胶版纸
册数：暂无
重量：暂无
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经济
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各部门经济

民航服务心理与实务内容简介

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。

民航服务心理与实务目录

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··················································

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