The First Character of Excellent Flight Attendants-Responsibility
Generally speaking, a sense of responsibility means that a person consciously does his job well. The crew work is not only a service work, but also a safety work, which is related to the service level of airlines, the life safety of passengers and national property. The responsibility is great and needs to be taken seriously by flight attendants with a high sense of responsibility. It can be said that responsibility is the most basic condition that an excellent flight attendant should have. At the same time, the composition of flight attendants and the characteristics of flight attendant service also require flight attendants to have a high sense of responsibility. At present, most of the company's crew members are assembled temporarily according to the task requirements, and the crew members have limited mutual understanding. In addition, the position limitation in cabin service makes it difficult for the flight attendants to supervise the cabin from time to time, which requires the flight attendants to consciously perform their duties with a high sense of responsibility, do their jobs well and cooperate with each other to lay a good foundation for quality service. On the other hand, the flexibility of crew service also determines that excellent air service depends on the strong sense of responsibility of service personnel. Completing the procedures stipulated in the crew service is only the most basic step in the crew work. Really excellent service requires the subjective initiative of flight attendants, and tries to meet the reasonable needs of passengers, even before the passengers speak. It is impossible for flight attendants to meet such standards without a high sense of responsibility.
The Second Character of Excellent Flight Attendant-Love
The love of flight attendants is first of all the love of aviation service itself. Anyone familiar with flight attendants knows that the seemingly elegant and relaxed flight attendant work is actually very tiring and boring. Behind the beautiful and quiet appearance of flight attendants is strict self-control, so it is difficult to maintain the passion and enthusiasm for this job for a long time without a deep understanding of flight attendants. Specifically, the love of crew work is willing to be ordinary and ready to help others-from the boring security check, I can realize the importance of simple actions to the lives of millions of passengers and national property; Feel the warmth of humanistic care from the complicated and cumbersome tea delivery; From the day-to-day greeting, I realized the respect for people, so as to truly understand the significance of flight attendant work. Only by loving crew work can we attract flight attendants to actively explore the relevant knowledge of service work, stimulate their enthusiasm and overcome various difficulties in their work. In this sense, the love of service itself is the driving force for flight attendants to do a good job in quality service.
Love is kindness to travelers. Service is interpersonal communication, quality service is pleasant interpersonal communication, and it is the voice of good feelings between people, and love is the foundation of good feelings. As the initiator of the special interpersonal communication process of "air service", flight attendants have the initiative in the service atmosphere, and their love for passengers is very important for creating a high-quality service atmosphere. An excellent flight attendant should first be a kind and caring person, and the service based on love is sincere service. If there is no sincere love, a flight attendant who only relies on technology and skill can never really retain passengers for airlines, nor can he become an excellent flight attendant.
Love or consideration for colleagues. Air service needs the cooperation of flight attendants. Without good cooperation, there can be no perfect service. As sailors, we should take care of each other, communicate in time, understand each other, think more about others and try our best to provide convenience for others. There is an old saying in China: "Give convenience to others and give convenience to yourself." Confucius also said, "Don't do to others what you don't want others to do to you." These excellent flight attendants must have deeply understood the truth of being a man.
The Third Character of Excellent Flight Attendants-Tolerance
An excellent stewardess must be a person who can tolerate passengers' "faults". The relationship between flight attendants and passengers is a special interpersonal relationship. Judging from the special status of a "passenger", his words and deeds are only responsible for laws and regulations, while flight attendants must be responsible for company regulations, professional ethics, social morality and even passengers' feelings. Therefore, this kind of interpersonal relationship is not "fair". As a relative "free man", passengers can put forward their own needs and vent their emotions within the scope permitted by laws and regulations and at their own level of moral cognition. These needs and emotions may completely exceed the psychological endurance of ordinary people and bring harm to others. As flight attendants, they must be able to tolerate words and deeds that are difficult for ordinary people to understand, and accept injuries more than ordinary people. This is a test of the endurance of flight attendants. I remember a "unruly" passenger later said to a stewardess who stared at him, "Girl, you have too much personality to be a stewardess." Come to think of it, there is nothing wrong with what the passenger said. If you have too much personality, you will have too many corners. Too many corners are bound to be intolerable. A flight attendant who is not tolerant enough cannot be an excellent flight attendant.
Tolerance is the professional need of flight attendants, and it is also the need for flight attendants to protect themselves. Tolerance is not simply tolerance, but understanding, sympathy, practice and tolerance. It is because of tolerance and forbearance. Engaged in crew work, it is inevitable to suffer from the "unfairness" brought by passengers. Flight attendants must tolerate these "unfairness" and turn it into a natural truth in order to be truly accepted by themselves, not to hurt their body and mind, and to consistently adhere to their understanding and love for this job. Tolerance can not only resolve the unhappiness between flight attendants and passengers, but also resolve the negative emotions in flight attendants' work and life, so that they can keep a sunny attitude at any time and serve passengers happily and actively.
The Fourth Character of Excellent Flight Attendants-Compassion
Bacon, a famous British philosopher, said, "Compassion is the highest virtue among all inner morality and dignity." Compassion is a kind of inner feeling. When others encounter difficulties or misfortunes, the inner world produces a kind of discomfort and pity, and then they want to help others solve their difficulties morally, methodologically or materially. It is a touching feeling, even a mutual "telepathy" between people. If love is compared to the vast sea, sympathy is the beautiful waves on the sea. The blue sea is calm and the white waves are exciting. The service work faces passengers from all over the world. They have different backgrounds and experiences. When they gather in the special space of engine room, they will have different psychological feelings. Generally speaking, newly arrived passengers hope to get timely advice from flight attendants to resolve their nervous mood and empty feeling; Sick passengers need special care and greetings to overcome illness and anxiety; Unaccompanied child travelers need more companionship to resist loneliness in unfamiliar environments; Older passengers need timely help to avoid difficulties and embarrassment caused by inconvenient hands and feet ... Compassionate flight attendants can keenly detect the difficulties and needs of different passengers from their manners and speeches, and provide detailed, thoughtful and targeted services in time. In the service practice, there are many examples to prove that compassionate flight attendants can well show the charm of quality service and make the service work "attractive".
The Fifth Character of Excellent Flight Attendants-Patience
Patience is an important quality for flight attendants to solve contradictions in their work. We say that quality service is a harmonious and unified realm created by the three elements of service. Among the three elements of service, the most difficult to grasp is the mood and behavior of the service object-passengers. In order to make passengers cooperate with flight attendants happily and naturally during the journey, flight attendants need to take pains to pay attention to and meet the reasonable needs of passengers, resolve problems and contradictions in time, and strive to create an atmosphere of positive problem-solving to infect passengers. Especially in the case of abnormal flights and emotional passengers, flight attendants need great patience to comfort or touch passengers.
Patience is also a kind of strength, which enables flight attendants to transform "professional requirements" into "professional quality". From flight attendants to professional flight attendants to excellent flight attendants, everyone has a distance to cross, and there must be some difficulties and obstacles during this period. Whether the flight attendants can finally cross over requires enough patience. Only those who can withstand hardships, grievances, depression, boredom and temptation can finally persist in success. Therefore, in order to become an excellent flight attendant, the flight attendant itself must constantly hone itself in daily work, life and study, sum up and think repeatedly, and make unremitting efforts, and finally reach the highest state of "perseverance no matter what difficulties, no matter what winds"-that is the true state of an excellent flight attendant.
The cultivation of excellent personal character of flight attendants is not to be ignored in the construction of cabin corporate culture, and it is also one of the foundations for Air China to realize the "Four Hearts" project, which deserves our attention. The ideological and political work in the cabin should pay attention to the cultivation of the personal morality of flight attendants, clearly put forward what is in favor of flight attendants and what is against them, and help flight attendants consciously clear up their ideological understanding and conform to good standards; The crew management training should integrate character training into professional work, so that flight attendants can actively forge and reflect their excellent side in their work and training; In the recruitment of flight attendants, we should also pay attention to the personality of the candidates and create conditions for the emergence of more excellent flight attendants. If all links are managed together, a large number of excellent flight attendants will emerge, and our flight attendants will make greater contributions to the realization of Air China's "Four Hearts Project" strategic goal.
Aircraft cabin service is an important part of civil aviation transportation service, which directly reflects the service quality of airlines. In the fierce competition in the aviation market, the image and working attitude of flight attendants who directly serve passengers play a vital role for airlines to occupy the market and win more repeat customers. Elegant, dignified, beautiful and generous are the unanimous recognition of flight attendants, but the previous standards alone are far from qualified for the flight attendant profession. The most important thing for a flight attendant is to have a considerable professional ethics. As a qualified stewardess, what does professional ethics need?
First of all, love your job. My love for flight attendants is not temporary. When my ideal flight attendant life is broken by the hard work in reality, I can continue to be positive, enthusiastic, considerate and polite, conscientious and diligent.
Have a strong service concept and service consciousness. In the fierce market competition, service quality determines whether an enterprise can survive. The core of market competition is actually service competition. Civil aviation enterprises are most concerned about passengers and cargo owners. If they want to win passengers in the market competition, they must improve their service awareness and service concept. Service consciousness is gradually formed through training. Consciousness is a kind of thought, a kind of conscious action, which cannot be maintained by rules. Must be integrated into every stewardess's outlook on life and become a conscious thought.
Have a fighting spirit. In people's eyes, flight attendants are an enviable air flight profession, but in actual work, they suffer unexpected hardships, such as the time difference between long-distance flights and domestic flights, and the difficulties and special circumstances encountered in their work will happen at any time. Without the spirit of hard work, they can't stand the pressure of work and can't do a good job in service.
A warm and cheerful personality. The job of a flight attendant is to deal with people directly. She contacts thousands of passengers on the plane every day and needs to communicate with them at any time. Without a cheerful personality, she is not qualified for the job.
Study hard on business knowledge. As a flight attendant, she not only serves tea and delivers water on the plane, but also needs to master a lot of knowledge. For example, our flight today is to the United States. Our flight attendants must first master the national profile, human geography, political economy, countries, cities, rivers, mountains and rivers, places of interest and historic interest of Beijing and the United States. It is also necessary to master aircraft equipment, emergency handling, on-board service procedures and service skills. It can be said that flight attendants should know about astronomy and geography, master various service skills and service concepts, and have not only beautiful external beauty, but also rich internal beauty.
Learn to speak. Language itself represents everyone's attributes, and a person's growing environment will affect everyone's speaking habits. As a stewardess, you should learn the art of speaking. Different service languages often produce different service results. A flight attendant should master different speaking skills, such as speaking skills to elderly passengers, speaking skills to children passengers, speaking skills to special passengers, speaking skills to angry passengers, speaking skills to important passengers, speaking skills to passengers flying for the first time, and speaking skills to service when the flight is abnormal. In our service, often because of one sentence, it will bring different results to our service work. Beautiful language will bring many repeat customers to airlines; It may also be because of your offensive words that passengers will never fly on this airline again; He may also tell other passengers what happened to him, so offending one passenger may be equivalent to offending ten or hundreds of passengers. For example, when a flight attendant provides dinner service for passengers on a flight, because there are two kinds of hot food for passengers to choose from, but the kind of food he wants is gone as soon as it is brought to a passenger, our flight attendant enthusiastically finds a meal in the first class and sends it to the passenger, saying, "Sorry, I just brought it to you because there is an extra meal in the first class." The passenger was very unhappy and said, "can I eat something that first class can't eat?" I don't eat either. " The stewardess's kindness was speechless, and she didn't get the passengers' thanks, but made them unhappy. If our stewardess says, "Sorry, your food has just come out, but please rest assured that I will try my best to help you solve it." At this time, you can go to the first class to see if there are any extra meals for passengers to choose from. When you get the meal and give it to the passengers, you can say, "Look, I'll provide you with first-class meals. I hope you will like it. Welcome to fly on our airline again next time. I will definitely let you choose our meal first, and I will be very willing to serve you. " The same meal, but different sentences, but what different results. This is the art of speaking. As a qualified stewardess, speaking is so important.