毕业实践报告 题目：如何培养空乘人员的亲和力 How to train flight attendants affinity 空乘 1132 班 姓名：王丹华、袁文华、贺江文婷 学号： 、 、

Brief introduction How to train flight affinity Improve flight attendants affinity measures and recommendations Comparison between domestic and international flight attendants affinity And how to cultivate the importance of affinity

Abstract As the global economy continues to develop, people's living standards continue to improve, we are increasingly high requirements for air services. How to train flight attendants affinity, improve air quality of services to better meet the requirements of passengers, the airline should be to establish a brand and improve the social effects of focus. In this paper, the importance of the status quo of China's civil air services and flight attendants affinity from the start, to clarify the importance of flight attendants affinity, comparative analysis of differences between domestic and international airline flight attendants affinity, citing the many factors that affect the flight attendants affinity. Pointed out the advantages of foreign airline flight attendants affinity, summed up the difference between domestic airlines and domestic airlines how to take advantage of favorable factors to improve service quality, improve flight attendants affinity, thus establishing the airline's brand.

And how to cultivate the importance of affinity Importance Affinity training is the most important part of the passenger cabin crew and passengers of communication, is a prerequisite for the success of the passengers of communication, which is an important value affinity lies. Affinity is the communication of information between people, a kind of emotional communication skills. Affinity can facilitate communication and exchange between strangers, communication and exchange of feelings of people and can build a bridge of trust between strangers. Building trust will effectively eliminate the difficulty of human communication.

How to train Affinity is itself a more comprehensive temperament. It requires you to have good literacy, elegant style of conversation and generous manners and so on. Affinity is an ability can be acquired through the effort to get in their daily work, have to develop their own sense of affinity. 1, first you have to dress up to develop an affinity generous, giving comfort. 2, learn to smile, trying to smile real and natural. Conscious speak a little slower. 3, more than develop their own interests, we must continue to develop their own faith, constant communication with people. 4, amateur listen to some soothing music, look at some magazines and books.

Comparison between domestic and international flight attendants affinity Affinity domestic crew members 1 crew comprehensive quality needs to be improved Lack of layering and integrity services, domestic air service "efficiency" and "service consistency," there are insufficient. Cabin service is a system service, optimize the fit between the need to maintain various factors, but also to ensure that the entire system to play the most effective performance if the various factors with inadequate services will cause lag, low efficiency and consistency and poor service. Affinity is actually a innate ability of each person, but many of the crew can not pass this magic power to the passenger body.

Affinity for foreign crew members (1) Singapore Airlines service is first class, for the requirements of the guests always keep smiling, SIA's service is always attentive known. In the provision of passenger services, SIA crew training capacity wind blows from the passenger's verbal expression to capture their real needs. In addition, SIA staff a strong sense of active service. (2) Emirates: luxury, something special again When you catch an Emirates flight attendants greet your buddy is empty colored race from various countries. However, the same gracious smile, the same patient services. Emirates is the world's most caring one passenger airline. For example: to provide free medical care for their frequent flyer card, above the record such as asthma, diabetes, deafness and children with ADHD and other persistent symptoms. It allows the crew to more number of passengers to identify the specific needs and provide excellent

Improve flight attendants affinity measures and recommendations 1, to improve language skills crew service Air service language is very important in the process of the service, the service language is an important symbol of passengers on service quality in the service process, appropriate language decent, clear, sweet, will make travelers soft, pleasant, warm feeling for service work to produce a good impression ; 2, the need to avoid speaking in three ways : Do not promise travelers, think twice before you speak, there are some things once say, passengers will no mind when you say certain things that can be done, if you can not, then the result is bad faith, is likely to cause complaints, and turned the company will bring bad influence. Do not refuse passengers. Crew to passenger services in the process, often encounter some travelers would make that kind of requirement or condition, we'll be able to do some, some will be beyond our capacity, making it difficult to reply, in order to give visitors to stay there is room also for myself a space considerations, generally do not bite rejected. This would appear to be attached to each other, but also to take advantage of the time to seize the initiative. We try to meet the requirements of passengers, or politely tell visitors not meet his demands. 3. Can not say never. Words can not say too absolute, is the basic requirement point service terms, the purpose was to give myself leeway or room for maneuver is called,

3, create excellent character crew Services need to have excellent personal qualities and abilities service personnel, and quality is a comprehensive reflection of the character of the relevant factors, personality, culture and education, which is to determine the character of the personal qualities of the key factors. Most outstanding crew have five kinds of excellent personal qualities, namely: responsibility, caring, generous heart, compassion and patience.

Epilogue Now the global economy continues to develop, people's living standards continue to improve, everyone on the service sector have become increasingly demanding, especially air service requirements are also increasing. How to train flight attendants affinity, improve air quality of service and better meet the requirements of passengers, the airline should be to establish a brand and improve the social effects of focus. Training flight attendants to enhance the affinity of the airlines have become my key national air quality of service, by contrast affinity for domestic flight attendants, flight attendants can be seen in our affinity than the affinity of foreign flight attendants have some gaps, mainly in the crew language skills and norms of these two aspects of air services. I believe in the continuous development of air services to enhance our country's future, flight attendants affinity will continue to increase, China's civil aviation industry of tomorrow will be more brilliant!