璐璐-论如何提高空乘人员的素质_.doc

空乘人员职业素质提升策略研究 摘 要 航空服务质量的好坏取决于乘务员的素质，一个优秀的空乘人员要具有较高的素质因此，本文对空乘人员的职业素质进行了探讨。文章首先从基本素养、职业能力、专业知识三方面阐述空乘人员必备的职业素质；接着分析航空服务专业学生职业素质的培养方法，包括礼仪素质的学习、性格和品格的培养、亲和力的培养、外语能力的培养；最后提出空乘人员职业素质的提升策略，即扩大知识视野、重视文化背景及地域差异，讲究语言服务，加强内部培训、形成学习型服务文化，要注重对乘务员判断等能力的培养，从航空专业在校生开始注重外语能力的培养，服务人员对旅客的关怀应无微不至。 关键词：空乘人员；职业素质；策略 Abstract Airline service quality depends on the quality of flight attendants, an excellent flight attendant should have high quality, to master the knowledge such as human geography, politics, economy, familiar with all kinds of service skills and service concept, and a variety of language. Therefore, the professional quality of flight attendants are discussed in this paper. This paper from the basic knowledge, professional ability, professional knowledge in three aspects: flight attendants necessary professional quality; And then analyzing the cultivation of students professional quality, and service method, including the etiquette quality of learning, character, and character cultivation, the cultivation of the affinity, language ability; Finally put forward flight attendant professional quality promotion strategies, namely, expanding knowledge, attaches great importance to the cultural background and geographical differences, pay attention to language services, strengthen internal training, to form a learning service culture, must pay attention to training the attendant judgment ability, from the aviation professional students began to pay attention to the cultivation of foreign language ability, service personnel should be care of passengers. Key words: flight attendants; Professional quality; The cabin service 目 录 引言 4 1 空乘人员必备的职业素质 4 1.1 基本素养 4 1.2 职业能力 5 1.3 专业知识 6 2 空乘专业学生职业素质的培养 7 2.1 礼仪素质的学习 7 2.2 性格和品格的培养 7 2.3 亲和力的培养 8 2.4 对在校学生外语能力的培养 8 3 空乘人员职业素质的提升策略 9 3.1 扩大知识视野，重视文化背景及地域差异 9 3.2 讲究语言服务 9 3.3 加强内部培训，形成学习型服务文化 9 3.4 要注重对乘务员判断等能力的培养 10 3.5 从航空专业在校生开始注重外语能力的培养 10 3.6 服务人员对旅客的关怀应无微不至 10 结 束 语 12 参考文献 13  引言 客舱服务工作是航空运输服务的重要组成部分，运输服务质量的优劣，直接反映航空公司的经营