Safety Psychology and Civil Aviation Paper Model 1: A Study on the Psychological Needs of Civil Aviation Passengers
abstract
Grasping the individual psychological characteristics of air passengers and satisfying their psychological needs can provide targeted services for customers and improve the quality of air services. Aviation service personnel should learn to observe, understand and master the psychological needs of passengers, especially their individual psychological needs, highlight the key points of passenger service and explore the service rules. Based on the relevant theories of psychology, it has a theoretical guiding role in the study of passengers' psychological needs. By studying the psychological needs of air passengers, analyzing the differences of civil aviation passengers and the psychological needs of passenger service communication will help to master the passenger service psychology, play an important role in improving the service level of air passengers and have great significance for the survival and development of airlines.
Keywords: civil aviation passengers, psychological needs, civil aviation service communication
order
The research on the psychological needs of civil aviation passengers can reveal the psychological laws of passengers, service personnel and the psychological laws of interaction between passengers and service personnel in the service process. The nature of civil aviation passenger service needs to study the psychological needs of passengers, and the survival and development of airlines need to study the psychological needs of passengers. Does the study of psychological needs help to realize it? Safe, normal and good service? Slogan; It is helpful to understand the relationship between civil aviation passenger service psychology and other disciplines; It is helpful to master the service psychology of passengers and improve the service quality.
1. Research on the psychological needs of civil aviation passengers
1. 1 Research basis of passengers' psychological needs
Psychology is a discipline that studies human psychological phenomena and their laws, as well as personality psychological tendency and personality psychological characteristics. Psychological process includes cognitive process, emotional process and will process. The psychological needs of passengers mainly include smoothness, convenience, quickness, economy, comfort and respect. The study of passengers' psychological needs is guided by general psychology and social psychology, and based on the practice of civil aviation passenger service.
1.2 principles of research on psychological needs of civil aviation passengers
There are rules to follow in the psychological activities of passengers, and their psychological activities are the reflection of objective facts. The research principles of passengers' psychological needs mainly include the principle of objectivity, the principle of contact development and the principle of combining theory with practice.
1.3 the role of passenger psychological needs research
(1) Meeting the psychological needs of passengers is the purpose of civil aviation passenger service; (2) Meeting passengers' psychological needs is the touchstone to measure service quality; (3) Meeting the psychological needs of passengers is the soul of service personnel.
2 Analysis of differences among civil aviation passengers
2. 1 Analysis of temperament differences of civil aviation passengers
According to the psychological analysis of the physiological basis of temperament, the types and characteristics of passenger temperament are divided into internal type and exposed type. Intrinsic type includes mucus and depression; Exposure type includes choleric and sanguine.
2.2 Analysis of personality differences of civil aviation passengers
The personality characteristics of civil aviation passengers' attitude towards reality are their attitude towards society, the collective, others and themselves. Specifically, it is divided into the will characteristics, emotional characteristics and rational characteristics of personality. The personality characteristics of passengers are divided into introversion and extroversion according to types. The personality difference of civil aviation passengers is manifested in the comparison of people's attitudes and behaviors towards reality.
The sum total of relatively stable and unique psychological characteristics.
3. Perceptual analysis of civil aviation passenger service communication
3. 1 Overview of Civil Aviation Passenger Perception
Civil aviation passenger perception refers to passengers' perception of aviation services, including the perception of color, temperature, volume, service facilities and other environments, as well as the perception of flights and routes. Passenger's perception of service personnel: including instrument characteristics, expressions and the use of service language.
3.2 Characteristics of Civil Aviation Passenger Perception
(1) wholeness, that is, objective things or phenomena are reflected as a unified whole; (2) selectivity, that is, in many senses, people distinguish an object and give priority to it; (3) comprehensiveness, that is, individuals use existing experience and knowledge to perceive the current object.
3.3 Psychological factors on the impact of passengers
(1) Primitive effect: the impression in the first communication (2) Halo effect: the clear impression in some aspects covers the impression in others. (3) Stereotype effect: Have certain psychological preparation and impression.
3.4 Communication of Perceptual Information of Civil Aviation Passengers
Firstly, distinguish the objects, then analyze the content and communication channels of service information, and then determine the target objects to study the communication effect. The communication mode of information is that the aviation service personnel send information to the target passengers through communication channels, and after receiving the information, they also feed it back to the aviation service personnel through communication channels. The purpose of communication is to solve the obstacles of social status, psychological factors and non-verbal misunderstanding in passenger service communication.
4. Psychological analysis of civil aviation passengers' conflicts and complaints
4. 1 passenger complaint analysis
Reasons for passenger complaints: 1, objective reasons: unable to buy air tickets, plane delays, flight cancellations, etc. 2. Subjective reasons: disrespect for passengers, lack of initiative and enthusiasm for passengers; Collide passengers with words; Poor service; Careless work; Hygiene and cleaning are not timely and meticulous.
4.2 Psychological analysis of conflicts and complaints
The psychological reason of passenger conflict lies in the psychology that passengers need to be respected; Psychology that needs to be vented; Psychology that needs compensation.
4.3 Countermeasures to resolve conflicts and complaints
First of all, when a conflict occurs, we should keep calm, adopt a detached and gentle tone to ease the conflict, make adjustments and take the initiative to make concessions. It is important to take psychological countermeasures and keep in line with the complaining customers emotionally and psychologically, so that the other party can accept each other more easily. Overcome the following unfavorable psychological factors:
(1) We should try our best to overcome the defects of our own primary effect, and we should not judge people by their appearances, let alone take a negative attitude towards a passenger or deliberately refuse to serve them because of the first impression, which will affect the service quality and the reputation of banks or airlines.
(2) Avoid the halo effect, because customers may have reasonable demands to lodge complaints, but at the same time they will also make unreasonable demands or suggestions from a personal perspective. Therefore, as service personnel, when serving customers, when there is conflict, customers should make a reasonable and comprehensive analysis of whether the customer's service is reasonable or not. When something goes wrong, you can't generalize and cover up the truth on the other hand with a clear impression.
(3) Try to overcome some psychological stereotypes and make clear that your customers are specific and individual. Everyone has different characteristics. We should take targeted services according to the different characteristics of passengers. We shouldn't have a fixed view of customers. We should improvise according to different situations and try to make every passenger satisfied with our service.
5. The application of communication in passenger psychology research.
5. 1 communication overview
Communication means that two or more people or groups exchange opinions, opinions, thoughts, emotions and wishes through certain communication channels, so as to achieve mutual understanding and mutual understanding. Communication has the characteristics of process, interaction, situation, consistency and unconsciousness. The main functions include control function, incentive function, emotional expression function and information providing function.
5.2 Communication barriers in civil aviation services
Communication obstacle refers to the phenomenon of communication distortion caused by interference or misunderstanding of information intention in the process of information transmission and communication. Common communication barriers in civil aviation services include: language barriers, cultural traditions and educational level barriers, emotional barriers, personality barriers, role status barriers, attitudes and beliefs barriers, and obstacles caused by unclear information expression.
5.3 Civil Aviation Service Body Language Communication
Good communication in the process of aviation service is helpful to improve the relationship between service personnel and passengers; Service personnel should use positive body language, such as smile, relaxation, confidence and happiness, and avoid using negative body language, such as tension, anger and doubt. Good at using body language to identify, including when guests need to wait; When guests need help, etc.
6. Grasp the psychological needs of passengers and improve the quality of aviation services.
6. 1 Use the social cognitive psychology of passengers.
Social psychology research shows that people's extensive impression of others is formed on the basis of limited information, that is, the initial limited information can generally judge a large number of characteristics of others, and people show a consistent tendency to judge someone's overall impression, which is particularly obvious among tourists. Passengers look forward to the intimacy and trust of the staff, and feel that the aviation service they choose should be the best service they can enjoy and be worth the money. For some passengers, being able to fly is a symbol of status and status to some extent. Passengers hope to get warm and humanized service to meet their inner needs. Therefore, it is very important to leave a good first impression on passengers to improve the quality of aviation service.
6.2 Understand the psychology of passengers' personality differences
Passengers with different personalities and psychological characteristics have different needs for services, and the corresponding services should not be the same. According to people's temperament, there are four types of passengers with different temperament, so the service methods should be different. Travelers with Gary's thoughts are often impatient, quick-thinking, fond of arguing with others, easily excited, prone to go to extremes in the evaluation of services, often careless and easy to lose items during their travels. In the service, service personnel must pay attention to their humility and tolerance, ignore their excessive language, appease their impulsive emotions, and remind them not to throw things around at any time.
6.3 the use of social psychology knowledge
The psychological diversity of passengers' demand for aviation services is very different in targeted services, each passenger's thoughts, hobbies, needs, values and emotions. Aviation services must pay attention to the different requirements of passengers and strive to satisfy every passenger. Passengers' psychological needs for aviation services are often one-off. If passengers are dissatisfied with the service, the bad results caused by poor service are often difficult to eliminate in a short time, or even have no chance to correct them. The psychological needs of passengers are also changeable, and different passengers have different service needs. Aviation services must provide corresponding services in a timely, accurate and thoughtful manner according to the different psychological needs of passengers. Service personnel strive to master and understand the psychological needs and characteristics of passengers, and try their best to reach the service level of passengers' psychological needs. Passengers choose aviation service in the hope of getting high-level enjoyment, so the purpose of aviation service is to meet the needs of passengers to the maximum extent under the prescribed standards, so that passengers can benefit and get pleasure and happiness. And the psychological needs of passengers will also change imperceptibly. Therefore, it is necessary to respond to the psychological changes of passengers, so as to improve the service level of aviation.
conclusion
Firstly, this paper expounds the theory of passengers' psychological needs, puts forward the principles and functions of the research on passengers' psychological needs, and makes a perceptual analysis of the differences between civil aviation passengers and their service communication from the psychological level. This paper focuses on the psychological reasons for resolving conflicts among civil aviation passengers, and puts forward countermeasures to solve conflicts and complaints. It also emphasizes the application of communication in the psychological research of civil aviation passengers. Finally, from the aspects of using passengers' social cognitive psychology, understanding passengers' personality difference psychology and using social psychological knowledge, this paper puts forward how to grasp passengers' psychology and meet passengers' psychological needs, so as to improve the quality of aviation service.
thank you
This paper was completed under the strict requirements and careful guidance of Shi Yan. Every time there is a design problem, the teacher takes pains to explain it, which makes my paper go smoothly. Because I didn't refer to the template format at first, I spent a lot of precious time and energy to help me point it out. I would like to express my heartfelt thanks to my tutor! The tutor's rigorous academic attitude, pioneering spirit and high sense of responsibility will always benefit students!
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Safety Psychology and Civil Aviation Paper Model II: Introduction to Civil Aviation Service Psychology
(1) Research object of civil aviation service psychology: psychological phenomena in the process of civil aviation service.
Civil aviation service psychology is a science that studies the psychological phenomena and their changing laws of individuals, groups and organizations as subjects and objects in the process of civil aviation service. Civil aviation service psychology is an important part of applied psychology. It is a discipline that applies psychological laws in the process of civil aviation service to improve the quality of civil aviation service.
(2) The basic contents of civil aviation service psychology research: shipper's psychology, civil aviation service personnel's own psychology, and psychological phenomena under the special environment of civil aviation service.
(C) the discipline characteristics of civil aviation service psychology
Civil aviation service psychology is a new applied subject centered on people.
Section 2 Research Principles and Methods, Subject Basis and Academic Significance of Civil Aviation Service Psychology (I) Research Principles of Civil Aviation Service Psychology
Objectivity, systematicness and the principle of integrating theory with practice. (B) Research methods of civil aviation service psychology
Concepts, advantages and disadvantages of observation, investigation, testing and experiment.
(C) the relationship between civil aviation service psychology and other psychological disciplines
Civil aviation service psychology is an applied branch of psychology, which is closely related to general psychology, management psychology, social psychology and other psychological disciplines.
(D) the significance of learning civil aviation service psychology
Learning civil aviation service psychology is the need of the survival and development of civil aviation enterprises.
Learning the psychology of civil aviation service is the inherent requirement of civil aviation service.
Learning civil aviation service psychology is the key to fundamentally improve service quality.
Studying the psychology of civil aviation service is helpful for civil aviation service personnel to know themselves and improve themselves.
Fourth, the evaluation requirements
(A) the research object of civil aviation service psychology
1, Understanding: (1) The research object of civil aviation service psychology. Psychological phenomena in the process of civil aviation service
(B) the basic content of civil aviation service psychology
1, comprehend: (1) The basic content of civil aviation service psychology; (2) The basic contents of individual psychology, group psychology and organizational psychology.
(C) the main characteristics of civil aviation service psychology
1, reciting: (1) The main features of civil aviation service psychology.
(D) Research principles of civil aviation service psychology
1. Understanding: (1) The principle of objectivity, systematicness and integration of theory with practice.
(E) Research methods of civil aviation service psychology
1. Understanding: (1) Observation, investigation, testing and experiment.
(six) the relationship between civil aviation service psychology and other psychological disciplines.
1, memorize: (1) The relationship between civil aviation service psychology and general psychology, management psychology and social psychology.
(7) The significance of studying the psychology of civil aviation services.
1, back: (1) Four meanings of studying civil aviation service psychology.
Chapter II Passenger Psychology in Civil Aviation Services
Section 1 Passenger's Perception
(A) perception and social perception overview
The concept of perception; Perception has four characteristics: selectivity, wholeness, comprehension and constancy.
The concept of social perception; Theoretical viewpoints of social perception: Kelly's attribution model and Weiner's attribution model of success or failure.
(B) Factors affecting passenger perception
Civil aviation enterprise factors;
Factors of civil aviation service personnel: service attitude and appearance;
Civil aviation passengers' own factors; Interests, needs and motivations, personality characteristics, past experiences.
(3) passengers' perception deviation to civil aviation enterprises and civil aviation service personnel.
Seven major deviations: fundamental attribution error, self-service deviation, difference between actors and observers, halo effect, contrast effect, projection effect and stereotype.
Section 2 Passenger's Demand
(a) Overview of needs
The concept of need. Classification of needs: physiological needs and social needs.
Main viewpoints of Maslow's demand theory and its evaluation.
(B) the general psychological needs of passengers
Security needs, physiological needs, belonging needs, respect needs and self-realization needs.
(3) Special psychological needs of passengers
Special psychological needs of passengers: information needs and various ways for passengers to obtain information.
The third quarter passenger's personality characteristics
(A) an overview of personality characteristics
The concept of personality characteristics includes content: temperament, personality and ability.
(B) temperament differences between passengers and civil aviation services
The concept of temperament.
Four types and characteristics of temperament: choleric, sanguine, mucinous and depressive.
Service measures for passengers with four typical temperament types
(C) the personality differences of passengers and civil aviation services
The concept of character.
Characteristics of personality: static characteristics and dynamic characteristics; Static characteristics include attitude, cognition, emotion and will towards reality; Performance of dynamic characteristics.
Personality types: according to psychological function, it can be divided into three types: rational type, emotional type and will type, and according to typical personality characteristics, it can be divided into type A and type B. Nine personality types of civil aviation passengers and their service measures.
(d) differences in passenger capacity and civil aviation services
The concept of ability.
Ability classification: general ability and special ability; Imitation ability and creativity; Cognitive ability and metacognitive ability; The concept of EQ includes five aspects.
Differences between passenger capacity and civil aviation service.
Section 4 Attitude of Passengers
(A) Overview of attitude
The concept and three components of attitude.
Attitude change theory: balance theory, cognitive dissonance theory and participatory change theory.
(B) the characteristics of the attitude of civil aviation passengers
The intensity of passengers' attitude.
The relative stability of passengers' attitude: the stability of attitude structure, the stability of attitude causality and the stability of attitude society.
Absolute instability of passengers' attitude: attitude conflict, special experience and situational change.
(3) Cultivate tourists' objective attitude and change their negative attitude.
Factors affecting the attitude of civil aviation passengers: passenger demand; Knowledge, information and experience possessed by passengers; Passenger's personality; The group to which the passenger belongs. Change the negative attitude of civil aviation passengers: change civil aviation services, change passengers' perception, change the knowledge and information provided to passengers, and change the working skills of civil aviation service personnel with negative attitudes.
Section 5 Passengers' Moods and Emotions
(A) an overview of emotions and emotions
Overview of emotions and emotions: the concepts of emotions and emotions; The difference and connection between emotion and emotion.
Characteristics of emotions and emotions: polarity of emotions and emotions; The diffusion of emotions and emotions.
Classification of emotion and emotion: classification of emotion (emotion, passion, pressure); The classification of emotions (moral sense, rational sex appeal, aesthetic feeling).
(B) factors affecting the emotional changes of civil aviation passengers
Passengers' needs and physical condition; Civil aviation services; Travel environment.
Section 6 Psychology of Special Tourists and Group Tourists and Their Services
(A) the psychological characteristics of important passengers and their services
Psychological characteristics of government officials and their civil aviation services: security needs and respect needs; Five aspects of civil aviation service.
The psychological characteristics of business celebrities and civil aviation services: self-esteem needs and comfort needs; Four aspects of service.
(2) Psychological characteristics and services of the elderly, the weak, the sick and the disabled.
Psychological characteristics of old and weak passengers and civil aviation service personnel: strong self-esteem and inferiority complex.
Psychological characteristics of sick and disabled passengers and civil aviation services: strong self-esteem.
Psychological characteristics of children passengers and civil aviation services: security needs, strong fear, strong activity and curiosity, lack of independence.
(C) the psychological characteristics of international tourists and services
Service measures: know the nationality and identity of passengers; Respect the culture and behavior habits of international tourists; It is best to provide thoughtful service in the language and attitude of their country, be cordial and enthusiastic, and be neither humble nor supercilious; Try to meet special needs.