The object and task of civil aviation passenger service psychology. -service psychology research object 1. -Overview of Psychology: Psychology is a discipline psychology that studies human psychological phenomena and their laws, including: (1) psychological processes: cognitive process, emotional process and will process; (2) personality psychology: personality tendency and personality psychological characteristics;-The research objects of civil aviation passenger service psychology: passengers and service personnel. 2.- Research task of civil aviation passenger service psychology 1. -Reveal some psychological laws of passengers. 2.-Reveal some psychological laws of service personnel. 3.-Reveal some psychological laws of communication between passengers and service personnel in the service process. The necessity and significance of studying the psychology of passenger service in civil aviation. -Necessity: 1,-The survival and development of airlines need psychology 2,-The essence of civil aviation passenger service needs psychology 2,-Learning the significance of civil aviation service 1,-Helping to realize the slogan of "safe, normal and high-quality service" 2,-Helping to master the psychology of passenger service. Improve service quality. -It is helpful to understand the relationship between the psychology of civil aviation passenger service and other disciplines 1. -psychology is guided by Marxist idealism philosophy 2. -Psychology takes general psychology and social psychology as weapons. -Psychology is based on the practice of civil aviation passenger service 1. -Principle: 1,-Principle of objectivity: (1) Psychological activities are the reflection of objective facts; (2) Psychological activities are regular; The principle of linking development; -The principle of combining theory with practice; -method1; -Observation: (1) Within the plan; (2) concealment 2. -Survey method: (1) Talk method (2) Questionnaire method (3). -Practice method: (1) Laboratory experiment (2) Natural experiment Chapter II: Civil aviation passenger service is a form of social communication. -social 1. -Health care function: it can be used for socializing. 2.-Regulatory function: Interpersonal communication keeps the group and individuals in the organization in harmony and achieves the same goal. -integration function: interpersonal communication brings people together to form a whole society. Three. -General characteristics of civil aviation passenger service communication: 1,-interaction 2,-service communication is the result of both parties' activities * * * 3,-civil aviation passenger service communication has the communication of information, thoughts and emotions → what to say → through what channels → who to influence → who (1). -Communication of information: information sender → communication channel → information receiver's feedback to information receiver → communication channel → information sender (2)- communication of thoughts and feelings 1,-social status obstacle 2,-psychological factor obstacle 3,-tools for non-verbal misunderstanding to hinder communication of civil aviation passenger service-language and non-language 1, language system: language communication refers to communication through. Spoken language: concise and accurate use of politeness: 1, elegance: meeting language, farewell language, thank you language, greeting, etc. Intonation, tone 2, kindness: calm, convince people by reasoning 3, humility: honorific 2, nonverbal system 1,-nonverbal classification: nonverbal system refers to the process of information exchange by using all methods that are not language (1)- facial expressions and body movements (2)- spatial distance: intimate area/kloc- 20cm social area 120cm-3 area 400cm-800cm(3)- The sound indicates the speed, volume and clarity of the service personnel talking with passengers during the service communication. Sound quality (4)- Clothing and decorations 2. -Differences in the use of nonverbal systems-Particularity of civil aviation passenger service communication 1. -Commodity 2. -Not equal to 3. -Multidimensional character 4. -Irreversibility of objects, time and time. -Synchronization of production and consumption-Psychological conditions for the spread of civil aviation passenger service 1. -perceptual conditions 1. Perceptual selectivity: It means that in many senses, people distinguish an object and give priority to it. Understanding of perception: refers to the individual perceiving the current object with existing experience and knowledge. Perceptual constancy: it means that when the conditions of pool perception change within a certain range, the image of perception remains unchanged. Second, the perception of civil aviation passengers is 1, the perception of civil aviation passengers to airlines (1), the perception of environment: 1, color 2, temperature, volume 3, service facilities (2), flights, airline routes 2- the perception of passengers to service personnel: 1 4.-Stereotype effect: Have certain psychological preparation and impression. Third, the perception of service personnel 1,-the primary effect of service personnel on passengers 2,-the fixed effect of service personnel-the psychological conditions of service interaction of civil aviation passengers-psychological needs 1,-psychological needs: a sense of inadequacy, realism → tension → motivation → satisfaction of conditions → elimination of tension. -Classification level of needs (1)- Physiological needs → Basic needs (2) → Safety needs → Survival, property, occupation, life stability and disaster avoidance (3) → Social communication needs → Love needs. Respect others (5)-the need for self-realization → ideal and ambition, and give full play to one's abilities. 2. The demand of civil aviation passengers in service communication is 1, the demand for safety is 2, the demand for flight time is 3, the demand for comfort is 4, the demand for self-esteem is 3, and the significance of demand theory to service work is 1. Meeting the needs of passengers is the purpose of civil aviation passenger service work. -Meeting passengers' needs is the touchstone to measure service quality. 3.- Meeting the needs of passengers is the soul of service personnel. 4.-Meeting the needs of passengers is the lifeline of the service quality of civil aviation departments. Psychological conditions of civil aviation passenger service communication 1. -Attitude overview 1. -Cognitive factors: attitude holders' understanding and evaluation of the object. Including personal understanding of the object for or against 2. -emotional factors: the emotional response of the subject to the object, that is, the degree of experience of liking or hating a certain kind of things. -Behavioral factors: cognitive factors and emotional factors determine the tendency to respond to attitude objects 2. -The relationship among the three elements of attitude: viewpoint, belief → cognition → foundation ∣ emotion → emotion → adjustment → motivation → behavioral tendency → prelude → attitude → behavior III-Expression and classification of attitude in service communication 1- From the perspective of both parties' behavior 2- From the perspective of both parties' language 3- From the perspective of both parties' emotions: negative attitude and positive attitude 4. 2. Differences and characteristics of European passengers 1, differences and characteristics of Western and Central European passengers 2. Differences and characteristics of Eastern European passengers 3. Differences and characteristics of American passengers 1, physiological basis of temperament 2.-Types and characteristics of temperament: dominant: choleric, sanguine, endogenous: mucinous, depressive; The significance of temperament theory to service work: the definition of personality differences of civil aviation passengers: the sum of relatively stable and unique psychological characteristics shown by people's attitudes and behaviors towards reality. The personality of civil aviation passengers is 1. -Personality characteristics of passengers' attitude towards reality: attitude towards society, the collective and others' work and study; -Will characteristics of passengers' personality; -Emotional characteristics of passengers' personality; -Rational characteristics of passengers' personality; Personality classification of civil aviation passengers: intrinsic extroversion.