Flight attendants are a unique flag in air transportation, and their overall quality directly affects the company's economic development and survival. What is overall literacy? Including professional etiquette, behavior, gfd, operational skills. In other words, it is also a kind of' sublimation of temperament conservation' that combines inside and outside in fashion, a positive attitude towards life, and a mellow and exquisite lifestyle. First, the "attitude first" and "attitude" of flight attendants' comprehensive quality are one of the magic weapons to win in the service industry. Especially for air transportation, it is very important. A friendly smile is the best attitude of flight attendants, which is easily accepted by passengers and makes them feel at home. At the same time, establish a good image of the industry and open a window of word of mouth and attention for enterprises. With the development of national economy, aviation, as a means of transportation, has adapted to the needs of middle and high-end consumers. In today's fierce competition in the transportation industry, attitude determines success or failure, and smile conquers everything. Therefore, we should master the smile principle 1 active smile principle, so as to actively create a friendly and enthusiastic atmosphere and scene that is beneficial to ourselves and win the satisfaction of the other party. Natural and generous smile principle, eye smile principle, real city smile principle. 5 principle of healthy smile 6 principle of best opportunity and maintenance 7 principle of equal treatment, don't judge a book by its cover. Smile every day and form good habits. Posture means the embodiment of static and dynamic, and static and dynamic are combined into one, showing the internal and external natural beauty, which comes from a smile and means the integration of the two. Second, the comprehensive quality of flight attendants "Thick Ink Book" The temperament and accomplishment of flight attendants are closely related to the image of air transportation, which indirectly affects the development of enterprises and is of great significance. Flight attendant service involves a wide range of knowledge, which needs to be mastered, used, expressed and communicated in order to become a well-educated flight attendant who is familiar with China and foreign countries and always exudes perfect temperament and self-restraint. So 1 Pay attention to extensive accumulation, increase moral level and wisdom thickness, 2 show cheerful personality, make friends from all walks of life, 3 be kind to others, be born generous, 4 be good at accepting, not be too sensitive, not be too patient and emotional, 6 learn from work experience, be good at summing up experience, 7 cultivate good emotions, adjust self-personality, and 8 enhance psychological adaptability. In the gradual cycle of Thick Ink Scroll, temperament and self-restraint have evolved, and then refined in sublimation. It is the need of the times to become high-quality service personnel. Only by infecting the passengers around you, relieving the fatigue of the journey and promoting attractive books can you be a qualified flight attendant. Third, the comprehensive quality of the "sunrise" flight attendants must have a healthy mentality. In flight attendant work, a healthy attitude is very important, which directly affects passengers' flying mood, as well as their image and reputation in public and private occasions. At the same time, abandon the "golden jade, which is defeated" and don't let the spiritual beauty be discounted. So 1 Keep the overall effect of personal hygiene 2 beautiful; If you imitate others regardless of your own characteristics, it will inevitably be vulgar and suspected of "learning from foreigners." 3. Pursuing external wisdom and sincere layman, and achieving harmony and unity. Strengthen the ability of organization and expression, and give passengers a comfortable language environment. Ideal reality, try to communicate with passengers actively, turn small love into great love, regard the cabin as home and the guests as friends. The elegant appearance, positive and optimistic spirit and caring service of flight attendants will make the whole journey dazzling because of the existence of angel cc. Fourth, the "spiritual call" of flight attendants' overall literacy In the crew work, flight attendants will face different types of passengers during the flight and encounter various special things, such as flight delays and harsh language of passengers; In the service, you will meet all kinds of picky passengers, and even make trouble without reason. Flight attendants are under pressure to handle contradictions and do a good job, which is also called a test. Therefore, we should master rich service skills and pay attention to the following aspects to improve ourselves to be calm, calm and steady; When encountering unexpected things or problems, keep calm, don't panic, and deal with the problems quickly. Countermeasure 2: quick thinking; Contingency should not be passive, but active, which can nip in the bud. 3 wit and humor; This is the lubricant in communication. We should use it flexibly and deal with all kinds of thorny problems that may arise in communication, so as to ease the situation and make both sides relaxed and happy. 4. Strong endurance; We should have strong control ability and restraint ability, do a good job of patient and meticulous persuasion and guidance, and deal with emergencies in an orderly and calm manner. Communication with passengers does not need too many words, perhaps just ordinary eyes and simple hints, you can get the message. This is the so-called spiritual call. On the other hand, it reflects the human touch and adaptability of flight attendants. Mastering familiar operation skills is a necessary journey for every cc. In flight, the strange distance between flight attendants and passengers suddenly becomes farther away, but the warmth that arises spontaneously increases. This is called "calling", and having a home is a kind of exultation. At an altitude of 30,000 feet, carrying the wings of dreams, I pay tribute to all cc with my deep affection and immortal attachment to the sky. For reference only. . .