Aviation Safety Management Paper 1 Analysis of Civil Aviation Security Inspection Service Management Based on Aviation Safety Requirements
As an important part of civil aviation passenger service, airport security inspection service has both security requirements and service requirements, which leads to an increase in passenger conflicts. How to balance the contradiction between security and service and ensure air defense safety is the theme of this paper.
Air defense safety; Security inspection service; Service improvement
As a part of airport passenger service, civil aviation security inspection service has the same characteristics as other airport service posts. At the same time, as the first pass to ensure aviation safety, it has its own unique personality because of the demand of aviation safety guarantee. In recent years, due to the increasingly severe air defense security situation in China, major airports have stepped up passenger security inspection, followed by an increase in conflicts and contradictions between passengers and security personnel in the inspection process. How to balance the contradiction between aviation safety and passenger service and ensure aviation safety is the theme of this paper.
1 the contradictory and unified relationship between aviation safety and security inspection service demand
I believe that many people engaged in civil aviation security inspection have had such confusion: which is more important in security inspection, service or safety? Savoring this question carefully, for the vast majority of security personnel, in fact, there is a very clear answer in their hearts: of course, safety is the most important, and all kinds of strict security checks we carry out are nothing more than to ensure the safety of passengers' lives and property. But people have such doubts, of course, because they have encountered many conflicts between security and service in their work. The author believes that for security personnel, we must first adhere to the basic concept of safety first, which is the basic premise for security personnel to carry out their work and serve passengers at any time. Secondly, on this basis, it is the direction of security inspection efforts to continuously improve the service for passengers and improve the quality of service. At the same time, the author believes that it is not enough to rely solely on the correct attitude of security personnel, and passengers also have the responsibility to make a correct understanding of the relationship between safety and service. After all, aviation safety is closely related to passengers, and passengers, as the recipients of services, have a direct impact on the effect of services [1], which may have an indirect impact on aviation safety. Therefore, in security inspection, safety and service are not isolated contradictions and opposites, but dialectical and unified systems.
2. Correctly handle complaints and disputes in security inspection.
There are inevitable service disputes and complaints in any service industry, and solving this problem smoothly is the basic skill that every service practitioner must have. Research shows that, in addition to high labor intensity and low salary, the high turnover rate of security personnel is another main reason why many security personnel can't bear the troubles of passenger disputes and complaints. Especially after becoming the main force of security personnel after 1990s, this problem is particularly prominent. For this problem, the author has the following suggestions:
2. 1 Establish and improve the service management system and implement the standardized service system [2]
What can a perfect service management system give security personnel? Law? There are rules to follow, and it also allows passengers and security personnel to find solutions to problems in service disputes. Perfecting functions and implementing standardized service system are the external manifestations of service management system, such as standardizing on-site identification; Strengthen the supervision and inspection of standardized inspections, employee dress, office order and on-site signs; Standardize employee service etiquette, service norms and service processes, and maintain a good mental outlook.
2.2 Strengthen service dispute handling skills training and staff psychological counseling.
As we all know, the security departments of airports attach great importance to employees' business skills, and often improve their skills through various levels of business skills training, but at the same time, they should also strengthen the training of employees' service dispute handling skills, especially the new employees who have just come out of school to work suddenly enter a strange, dense and complex working environment from a simple ivory tower environment. Their roles have been changing, and psychological confusion and hesitation are inevitable. Faced with complicated and tedious service disputes and complaints, I was at a loss and my psychological burden suddenly increased. Therefore, it is essential to train new employees in service dispute handling skills. At the same time, during this period, we should pay more attention to their mental health, do psychological counseling in time, help them find ways to solve problems, enhance their self-confidence in work and reduce their psychological fatigue, which is also of great benefit to reducing the turnover rate of new employees.
2.3 Ensure smooth complaint channels and do a good job in passenger complaint management.
Complaint is the direct reaction of passengers' dissatisfaction with security inspection service, and it is also the most difficult problem in security inspection. Poor handling of complaints will make passengers form a long-term and fixed negative impression on security inspection service, which is reflected in negative emotions and behaviors such as resistance and uncooperative in security inspection, which may affect the service efficiency of other passengers and even aviation safety. Therefore, efficient service complaint management is the embodiment of the civil aviation security department's response to service complaints, and it is also an important link for the security department to improve the overall service quality. The basis of passenger complaint management in security inspection is to ensure the smooth flow of complaints, actively accept passenger complaints, not shirk responsibility, enhance passengers' trust and understanding, improve the skills and flexibility of handling complaints, resolve passengers' dissatisfaction and establish a positive image of complaint handling.
3. Improvement and perfection of security inspection service quality.
3. 1 Improve the service mechanism, innovate the service concept, and build a distinctive service brand.
Undeniably, under the premise of ensuring aviation safety, service, as an important function of civil aviation security department, plays an increasingly important role with the vigorous development of civil aviation transportation industry. Faced with more and more complex and diverse passenger groups and higher and more and more service demands, the improvement of civil aviation security inspection service quality should be completed by perfecting the internal service mechanism and giving full play to the subjective initiative of service providers. For any service, the service provider and service environment are always the dominant factors. The improvement of security inspection service quality should be considered from the overall improvement of staff quality, the improvement of service facilities and equipment, and the innovation of service mechanism. The service concept is the most important. Only by fully transforming the subjective world and solving the cognitive problems can we find an effective development path.
Strengthening the service concept is the primary factor for security personnel to exert their subjective initiative and improve their service awareness and skills; No matter how different our service concepts are in form, in the core concept, we should really take the initiative to serve, serve first and serve attentively. And on this basis, improve service standards. Continuously improve the service quality standard system to achieve the goal of smooth service process and excellent service quality.
Why don't passengers have a better impression of security inspection service than airlines? The author believes that the main reason is that many domestic airport security inspection services have not formed their own service characteristics and created their own service brand image. The author believes that security inspection service can learn from the experience of airline passenger service, build its own service brand, and enhance customers' perception and recognition of its service. In your own business activities, you can also carry out a series of activities centered on security inspection service documents, so as to realize? Safe and practical, excellent service and stable team? The goal is to build a brand with strong industry influence and high passenger satisfaction.
3.2 Improve standardized service processes, strengthen personalized service design, and enhance passenger service perception. Information globalization and network internationalization, especially in today's information retrieval era, teenagers are inevitably involved in the torrent of network knowledge. However, the characteristics of China's information basic education, such as large regional differences, low social attention and imperfect educational concepts, have pushed the information technology education reform to an urgent position. Combined with the experience of modular teaching of information technology elective courses in Beijing, Shenzhen and Zhuhai, and referring to the course elective mode of colleges and universities, our research group puts forward some suggestions on information technology education. Elective modular teaching? A typical survey was conducted in middle schools in Xi City, Shaanxi Province, in order to understand the social acceptance, prospect (feasibility) and the direction to be improved urgently.
Keywords information technology; Modularization; take as an elective
Preface of 0
In today's world, information technology is one of the most active, fastest developing and most influential technical fields. Countries are competing to develop information technology industry, and the development degree of information industry is also an important symbol of a country's scientific and technological strength. However, the implementation of information technology education in basic education in China is not optimistic. Although many national regulations have repeatedly emphasized the importance of strengthening the training of information technology talents and formulated some educational policies that are beneficial to information technology education, the literal policies and regulations cannot go hand in hand with the actual implementation. Due to the weak ideological understanding, the shortage of teachers, the shortage of teaching funds and the restriction of educational formulation, a large number of schools, teachers and even students have not paid enough attention to information technology education. So, this group hopes to pass? Elective modular teaching? The research of this scheme can bring some good changes to information technology education. This scheme is different from the current concept of general education. It integrates the content of information technology and then divides it into modules. Students choose the teaching modules they need to learn according to their own interests, and realize targeted teaching, small class teaching and interest-oriented teaching of information technology courses. On the one hand, this move is to make full use of students' interest in learning, create a learning atmosphere to the maximum extent, guide students to explore knowledge independently, cultivate their learning ability, and lay a solid foundation for professional information technology talents; On the other hand, it is to eradicate the repetitive and boring criticism of the current information technology teaching content-too much but not deep, too wide but not precise, and the gradient is vague and difficult to adjust.
1 Information Technology Education and Teaching Status
In order to obtain sufficient first-hand information, the research group comprehensively considered the differences in teaching hardware facilities, teachers and students' quality, and chose Chang 'an No.1 Middle School, Chang 'an No.2 Middle School, Chang 'an No.4 Middle School, Northwestern Polytechnical University Affiliated Middle School, high school affiliated to shaanxi normal university and xi 'an No.85 Middle School as research points. In the form of questionnaires and semi-structured interviews, we conducted surveys and interviews with 15 information technology teachers and nearly 1000 students, had in-depth exchanges with information technology teachers, and also observed information technology classes on the spot. The results of the questionnaire survey (as shown in the figure below) show that students' attitude towards information technology courses is still worrying!
The data shows that the lack of understanding of the importance of information technology courses is a major obstacle to the rapid development of information technology. There are many reasons for the lack of understanding. To sum up, there are the following points: First, some teachers and teaching units (including some local education authorities) lack the concept of information education, fail to seriously implement the national policy on developing information technology education, fail to truly regard modern information technology as the long-term development goal of school basic education, and even misappropriate the national special funds for information technology education. In the process of analyzing the survey results, we also noticed that 64.6% of the students thought the school attached great importance to it, 24.5% thought the school didn't attach importance to it at all, and only 10.9% thought the school attached great importance to it. One data that needs to be emphasized is that as many as 68.2% students think that they can't learn what they want in information technology classes; Second, under the examination-oriented education system, information technology course, as a non-entrance examination subject, is bound to be accepted by the school? In the cold? Especially in high school, it is not uncommon for information technology classes to be compressed and occupied, classroom teaching to be sloppy and students' attitude to be indifferent. Third, the misunderstanding and neglect of information technology by society and families are also important influencing factors. Some people even think that information technology class is to let students? Playing computer games? , dragging the children's learning hind legs; Fourth, there are also some problems in teaching equipment, teachers and assessment methods. In terms of hardware facilities, the number of computers in most schools is about 100. The performance of computer equipment is low, the compatibility is poor, and the hardware equipment is not well maintained. In terms of teaching staff, due to general neglect, there are 3-5 IT teachers in each school, which is equivalent to one or two teachers in a grade. In fact, there are very few information technology teachers who really teach. Poor assessment has also caused some teachers and students to be perfunctory in class.
2 modular elective teaching courses
In view of the present situation of information technology education, our research group puts forward a modular elective teaching scheme different from the current general education concept. Specifically, it is the teaching content of the information technology course? Confidential? Integration and separation of modules (such as advanced programming language module, computer hardware module, common software module, network information module, network communication module, etc.). ), the requirements of elective modules (including the knowledge that students should have, the learning content contained in the module, learning arrangements, assessment standards, etc.). ) are strictly regulated, and students choose the modules that suit them according to the relevant requirements and their own interests and knowledge. Let students choose what they like or suit their own conditions, instead of crowding? Cauldron rice? , teachers can also achieve? There are professions and specializations, and there are professions and specializations? It can help students and teachers reduce the burden at the same time, and it can also improve the current redundant and boring criticism of information technology teaching content-too much but not profound, too much but not accurate, and the gradient is vague and difficult to adjust. On the other hand, make full use of students' interest in learning, create a learning atmosphere to the maximum extent, guide students to explore knowledge independently, cultivate their learning ability, improve the teaching quality of information technology courses, and lay a solid foundation for professional information technology talents.
The survey data show that most students are satisfied with the above teaching methods (as shown in Figure 2).
However, the implementation of this model is difficult and needs the support of various conditions. Mainly in the teaching equipment and the number of teachers. Through in-depth communication with school leaders and teachers, most of them think that this model cannot be implemented at present, which is mainly reflected in two aspects: insufficient teaching equipment and insufficient teachers. In addition, the course arrangement is also an important factor to be considered.
3 Information Technology Teaching Suggestions
3. 1 The education department should guide correctly.
So-called? Fish start to stink on their heads? The unfair treatment of various subjects caused by the education department for the enrollment rate is an important reason why society and students ignore information technology. Only by making the society realize the importance of information technology in the information society ideologically can it be the driving force to promote the continuous development of information technology education, and the correct guidance of the education department is to pave the way for such ideological understanding. Even this group thinks that the education department can formulate corresponding policies, improve the attention of schools, and strengthen the assessment of students' information technology literacy.
Click the next page for details >>& gt Aviation Safety Management Document.