China Civil Aviation Management Cadre College Teaching Training Department

Liu Yongjun Chen Shujun

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Civil aviation higher vocational education is an important part of China's higher education. Vigorously developing higher vocational and technical education in civil aviation and cultivating a group of high-tech applied professionals who support the Party's basic line, meet the needs of civil aviation development, understand civil aviation business knowledge, safety and service, are the inevitable choice to realize the transformation of China from a big civil aviation country to a strong civil aviation country.

This book mainly includes etiquette, civil aviation service, civil aviation service consciousness, civil aviation service etiquette, the appearance, manners, clothing, language and other related concepts and knowledge of civil aviation service personnel, as well as the specific requirements of the most common service posts for service personnel. The book adheres to the principle of "advanced, simplified and applicable", pays attention to the combination of practice and theory, and is operable, simple and practical.

This book can not only be used as a book for students majoring in civil aviation cabin service, civil aviation transportation and civil aviation security inspection. In higher vocational colleges, adult colleges and secondary colleges, it can also be used as a book for training and self-study of relevant personnel in civil aviation enterprises, and can also be used as a reference for relevant scientific researchers. "Civil Aviation Service Etiquette" starts with the basic etiquette, systematically introduces the relevant contents of service etiquette, and gives targeted solutions to the problems that are easy to occur in civil aviation service.

According to the characteristics of civil aviation services, this book focuses on the etiquette involved in the direct contact between civil aviation employees and passengers, while deleting some catering etiquette, religious etiquette and folk etiquette that are not common in civil aviation services. Students and employees with this need can choose relevant books to read.

What will the future enterprises spell? Fight for service! Only the enterprise that provides the best service is the enterprise that customers always support with actions and money. Only by realizing the satisfaction of the guests can we realize the desire of the enterprise to become bigger and stronger! Facing the gradual opening of the world and the fierce competition in the air transport industry, service etiquette, which symbolizes the good image of service personnel and service enterprises, is very important. This book introduces in detail all kinds of etiquette that must be followed in civil aviation service activities, which plays an important guiding role in regulating the behavior of service personnel.

Chapter 1 Basic knowledge of etiquette

Section 1 Origin, Evolution and Development of Etiquette

First, the origin of etiquette: etiquette originated in ancient times.

Second, the development and evolution of etiquette in China

Section 2 Concepts, Functions and Characteristics of Etiquette

First, the concept of etiquette

Second, the role of etiquette.

Third, the characteristics of etiquette.

Section 3 Contents, Classification and Principles of Etiquette

First, the content of etiquette

Second, the basic principles of etiquette

Review the thinking problems in this chapter

Chapter II Civil Aviation Services

Section 1 Services

I. Concept and explanation of service

Second, the characteristics of the service

Section 2 Civil Aviation Services

I. Civil aviation services

Second, cabin service.

Third, ground services.

Section 3 Service Consciousness and Service Etiquette

First, service consciousness.

Second, civil aviation service etiquette

Section 4 Psychological Effects in Civil Aviation Services

First, the first cause effect of civil aviation services

Second, the recency effect of civil aviation services.

Third, the "self" effect.

Fourth, the halo effect

Review the thinking problems in this chapter

Chapter III Civil Aviation Employee dress etiquette

Section 1 Origin and Function of Clothing

First, the origin of clothing

Second, the role of clothing

Section 2 Basic Principles and Etiquette of Dress

First, the principle of dress: TPO principle

Second, dress etiquette.

Third, dress color matching skills

Section 3 Skills and Etiquette of Ornaments

First, the concept and function of accessories

Second, the basic types and etiquette of accessories

Section 4 Professional Dress of Civil Aviation Practitioners

First of all, the role of business attire

Second, the basic requirements of professional attire

Three, civil aviation practitioners professional dress code

Review the thinking problems in this chapter

Chapter IV Civil Aviation Service Etiquette

Section 1 Requirements for Civil Aviation Service Instruments

First, the requirements for women's appearance

Second, the requirements for male appearance

Section 2 Civil Aviation Service Etiquette

First, stand.

Second, walking posture

Third, sitting posture.

Fourth, squat posture

Verb (abbreviation for verb) service gesture

Review the thinking problems in this chapter

Chapter V Language Etiquette of Civil Aviation Services

Section 1 Language of Civil Aviation Service

First, speech etiquette.

Second, the basic terms of civil aviation services

Three. Advocating civil aviation service terms

Four. Common expressions in civil aviation services

Five, the taboo of civil aviation service terms

Section 2 Art of Service Communication

First, the purpose of service dissemination

Second, the process of service communication

Third, the bad mentality in service communication.

Fourth, advocate the mentality of service communication

Fifth, avoid service communication barriers.

Six, effective service communication skills

Section 3 Modal Language of Civil Aviation Services

First, modal language

2. The expression standard of service personnel

Review the thinking problems in this chapter

Chapter VI Other Civil Aviation Etiquette

Section 1 Civil Aviation Foreign Affairs Etiquette

I. Principles of Etiquette in Foreign Affairs of Civil Aviation

Second, the etiquette and customs of various countries.

Section 2 Civil Aviation Official Etiquette

First, the official etiquette of the lady

Second, the etiquette of male officials

Third, the official introduction

Fourth, the official salute.

Verb (abbreviation for verb) official reception

An official visit to intransitive verbs

Seven, official telephone

Eight, basic office etiquette

Review the thinking problems in this chapter

Appendix: Outline of Self-study Examination of Civil Aviation Service Etiquette